Salesforce for Patient Engagement
A bundle solution for patient engagement and satisfaction.
As healthcare becomes more consumer-driven, every patient interaction is critical for engagement and satisfaction.
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 opportunities to transform the patient experience from good to great.
Patients 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
Starting with Salesforce Health Cloud, Mphasis Silverline offers a prescriptive, proven, and cost-effective solution to help you deliver patient engagement while maintaining care delivery in today’s healthcare environment.
What's included in the bundle for Salesforce Patient Engagement?
These use cases are common pain points for healthcare organizations that also demonstrate ROI — from downstream revenue to patient satisfaction.
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Patient Profile and General Inquiry
Create a holistic patient profile for the agent/user to gather info from the patient and display known demographic information that can be verified/ updated. This allows for the assignment to a work queue and creates a path for closing the case.
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Scheduling Support
Scheduling clinical appointments can be a challenge for hospitals, practices, and clinics. Using Salesforce Health Cloud for scheduling support can reduce call time and guide agents through the process.
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Referral Management
Referral Management
Referral management in Health Cloud allows centralized referral management staff to manage both provider-driven and patient-driven referral processes to ensure efficient and effective management of the referral lifecycle. -
Provider and Facility Directory
Defining your provider network is key. The Salesforce Patient Engagement solution provides robust provider/clinic profiles, tiered healthcare system relationships, scheduling rules, and services/procedures offered.
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Care Gap Management
Care gap management in Health Cloud allows healthcare organizations to address health maintenance or gaps in care to improve the health of their patients and meet quality standards that affect revenue.
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Knowledge Management
Knowledge should be dynamic, dispersed across Health Cloud, and surfaced when and where it’s needed — not stored in static documents.
Common challenges addressed by the Patient Engagement solution
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Difficulty understanding the unique touchpoints for a patient within the healthcare system. Limited access to consumer, patient, and provider data via encounters, claims, social media, website usage, and patient satisfaction.
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Essential processes (call scripting/guidance, scheduling, referral management, insurance verification, nurse triage, care coordination, provider network management, etc.) split across separate systems, impacting agent and coordinator productivity.
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Inability to streamline and drive more standardization during and after the engagement workflow, and prolonged follow-up times or case closure leading to limited agent productivity. Lack of visibility into other service lines, provider and facility attributes, or program FAQs — hampering the ability to provide first-call resolution.
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Inability to capture customer preferences, best practices, and guidance/knowledge to improve patient onboarding and efficiency, as well as capitalize on patient interactions to improve service education and drive greater engagement and outcomes.
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Decreased ability to ensure high customer satisfaction and engagement for all interactions and streamlined inquiry/case/incident resolution. Lacking continuity of interactions across programs, service lines, and providers.
Patient Engagement Add-Ons
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Advisory Services
Knowing where to start isn’t always simple, especially as needs and priorities continue to change. For clients that want more guidance, Mphasis Silverline can deliver a Digital Transformation engagement that maps existing workflows and processes to the core functionality and use cases supported by the Salesforce for Patient Engagement bundle. If you’d like this and then some, Mphasis Silverline offers a more robust advisory services engagement.
Learn more -
Salesforce EHR Integration
With the combined power of EHR and CRM, excellent patient-centered care is more achievable than ever. Less time can be spent confirming details from different sources of care — and more time can be spent getting to know the patient and their needs.
Salesforce EHR Integration
