The digital front door represents the growing expectation from consumers for seamless, easy healthcare experiences, often using technology already adopted in everyday use such as a mobile device. Providers, payers, and life sciences organizations must invest in the appropriate technology that allows them to meet this expectation. And it’s not just consumers that demand these new digital tools — it’s your employees. Why? Not just because it makes their job easier and more effective, but because they use these devices in their everyday lives, too.

As a society, we expect personalized, seamless experiences using our mobile devices and other easily accessible technology. The same focus on personalization, on demand, and self service that allow consumers to hail a car service, order delivery from a restaurant, or automatically restock basic toiletries is required and starting to occur in healthcare, too. Why should our healthcare system have any different expectations?

Even before the pandemic, patients sought new ways — often through virtual, digital, and self-service channels—to not only interact with providers and healthcare organizations, but also evolve the way in which services themselves were accessed to maximize efficiency. Why trek all the way to the doctor’s office for a simple sinus infection? 

Your patients expect:

• A single point of entry and digital access to services and information, across applications
• Minimization of barriers to care
• The expansion of self-service capabilities and helping patients quickly and easily find information
• Constant and accurate communication via preferred channels including proactive alerts, notifications, and updates
• Timeliness of request, escalation, and inquiry management
• Personalized and coordinated experience before, during, and after a clinical episode

Digital tools and core devices patients already use every day provide this path to increasing brand loyalty by helping them with tasks such as: identifying a provider, scheduling appointments, viewing test results, paying bills, and more. Silverline works with you to integrate your existing tools and implement new ones so the information you need to support these expectations is all in one place to help you increase patient engagement and satisfaction. 

Payers

Whether through acquisition or expansion of capabilities, we are seeing the merging of providers with payer activities that requires the same focus on digital. 

From an operational standpoint, payers are investing in more robust, cloud based applications that deliver on renewed automation, intelligence, and relevance as they interact with members to address inquiries, needs, and requests. 

Payers are also evolving from not just providing insurance but to providing services. If a payer is now responsible for care management, pharmacy, or other benefits, it requires a very different set of tools and experiences for the members. With a digital front door strategy, members can improve access to:

• In-network provider search
• Estimated patient responsibility
• Real-time updates to claims
• Healthcare Services, not just Insurance
• Proactive wellness and support 

See how you can manage these new responsibilities, streamline operations, and improve member access to a variety of services with Salesforce.

For patient interactions, life sciences companies must:

• Create multiple channels of valuable information for patients who are interested in, just prescribed, or already on treatment
• The ability to opt patients in to consent for future communications
• Personalize communications based on patient information or online behavior to provide most meaningful content
• Set up a personalized patient support program that is accessed in multiple mediums like web, phone, mobile app or traditional mail
• Be a conduit and directive for the provider – that is, guide the patient back to the physician when certain questions, side effects, or needs arise — and then communicate to the physician what was done

Sound like a lot? It can be, but Silverline can help.