Salesforce Patient Access Solutions
Achieve more with an access center designed to improve patient engagement and loyalty while enhancing agent efficiency.
Patients expect healthcare experiences as seamless as those in other parts of their lives.
They want quick resolutions, personalized support, and knowledgeable agents who understand their needs.
With a patient access solution providing a 360-degree view, all of this is possible.
Healthcare providers struggle to understand each patient’s unique journey across the system. Data is scattered across claims, social media, scheduling, and more, leading to inefficient workflows and poor user experience, limited productivity and capped enablement, and diminished patient experiences.
A single platform like Salesforce can unify this data to boost agent productivity and patient satisfaction, leading to better health outcomes and a more seamless patient journey. Agents can:
- Streamline interactions and improve first-call resolutions
- Identify care gaps to set additional appointments
- Provide a highly personalized experience
Our Patient Access Solutions
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Patient and Provider 360
Get a single, 360-degree view of the patient and provider. Construct agent-centric views and workflows so agents see the most relevant information.
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Referral Management
Effectively consume, manage, and route inbound and outbound referrals to minimize leakage.
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Omni-Channel Communication
Meet your patients in their preferred channels of communication (including phone, email, chat, and text) to increase engagement and satisfaction.
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Robust Provider Directory and Scheduling
Create a provider directory with all necessary data for optimal patient-provider match and quick scheduling.
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Telephonic Nurse Triage
Allow nurses to navigate members and patients to the most appropriate level of care based on Schmitt-Thompson protocols
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Knowledge Enablement
Enable your call center agents with condition-specific knowledge. Propose Next Best Actions to maximize value per call.
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Dynamic Call Routing and Deflection
Connect patients to the right agents more quickly with Telephony integration. Deflect calls and set up self-service options to reduce call volume and increase satisfaction.
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Data-Driven Business Insights
Track calls, patient satisfaction, and clinical metrics to validate your investment and create business insights.
Why choose Mphasis Silverline?
We build customized patient access solutions on Salesforce Health Cloud, Marketing Cloud, AppExchange Partners, and more — designed to fit your needs.
Point solutions solve short-term problems, but they create long-term challenges like siloed data, inconsistent experiences, and poor adoption.
By integrating specific applications into a single enterprise platform, providers gain:
- A 360-view of patients
- Streamlined workflows and better agent productivity
- A foundation for improving patient access, engagement, physician relationships, and more
