Salesforce for Hospitals, Doctors, and Other Healthcare Organizations

With 24 years’ experience in healthcare, and 15 years creating and operationalizing patient journeys on the Salesforce platform, I look forward to sharing my experience and success working with healthcare systems, provider groups, clinically integrated networks, and accountable care organizations. Silverline is focused on helping healthcare organizations, as providers of healthcare services to patients, be successful in five key areas of patient and provider engagement. Our clients can leverage Health Cloud, Marketing Cloud, and Salesforce partners to engage and navigate patients on their healthcare journey.

Jim Rogers, RN, BSN Senior Director, Healthcare Provider Practice

Healthcare is not one-size-fits-all

As a provider, your focus is on improved patient care, coordinator and agent enablement, and value rather than volume where both data quality and patient engagement are concerned. But you’re tasked with delivering increasingly personal, targeted care in an industry facing changing delivery and payment models, increased competition, and the need to maximize the ROI on technologies at a moderate cost.

With deep industry expertise and specialization in legacy and cutting-edge technologies today’s providers are most invested in, Silverline supports these core use cases.

Salesforce HealthCare Partner Innovator Award

Provider Relationship Management

Creating and defining your provider network is a critical first step in patient engagement and navigation within your healthcare system. How can we help you achieve this?

Create robust provider and clinic/facility profiles
Manage provider scheduling rules and patient acceptance criteria
Create a referral network and manage geographic and service line gaps
Provider acquisition, onboarding, and credentialing with integration to legacy credentialing systems
Quality program tracking and management
Physician liaison workflow and management
ACO/CIN network design and management

The results are continuity of care for your patients — increasing patient loyalty and enabling the tracking of network integrity and quality — and increased opportunities to drive and retain downstream revenue within your network.

Patient Access & Contact Center

The foundation for patient engagement begins with an agent workflow-centric access or contact center and a 360-degree view of the patient. Maximizing patient engagement requires omni-channel communication, and the introduction of patient journeys. We help providers get there through:

Dynamic call routing, scripting, and task management with integration to cloud-based and on-premise phone systems
Next best offer enablement
Scheduling support and patient communication with integration to EHRs, practice management systems, and data warehouses
Centralized referral navigation and analytics
Community-based and clinic-based telephonic nurse triage
Condition-specific knowledge enablement
Chronic or episodic care management

Seventy-nine percent of patients still want to speak with a contact center agent on the phone. But that doesn’t mean you can’t implement successful call deflection and call avoidance measures with an integrated Health Cloud and Marketing Cloud solution.

CareMount Medical

A search for streamlined processes and outcomes Rather than place multiple calls to patients (e.g., to check whether a patient had already confirmed or updated an appointment), CareMount Medical wanted a single source of truth — a solution that would streamline the process and save both patients and staff valuable...

Digital Patient Engagement & Marketing

The wait is over… or at least patients expect it to be. As consumers become patients, they demand more from the healthcare experience through convenient, quick, patient-centric touchpoints and technologies. That entails:

Consumer-to-patient conversion and onboarding
Context-specific patient communication
Patient retention and loyalty journeys
Patient satisfaction journeys
Multi-channel engagement touchpoints
Patient outreach, reminders, and follow-up

A good patient experience is no longer the end goal; care gap journey management, chronic condition management, and other long-term relationships between provider and patient provide new opportunities and expectations in digital patient engagement and marketing.

Service Line & Specialty Care Journeys

Building an exceptional healthcare service line allows an organization to better serve its patients and differentiate itself in the market. It starts with building healthcare service lines on a foundation of strong provider engagement, integration of care models, and seamless experiences for patients. We focus on:

Patient acquisition and onboarding journeys
Seminar and event registration
Oncology nurse navigation journeys
Orthopedic, bariatric, and cardiology journeys
Care plan-driven clinical outreach and communication
Protocol-driven care management journeys

We do so through condition-specific knowledge enablement, aligned communication through preferred patient channels, qualification management, analytics-driven risk scoring, and more.