A US-based, private, not-for-profit pediatric health care system faced significant inefficiencies with their legacy system, prompting them to partner with Persistent to integrate Salesforce Health Cloud, streamline referral processing, and enhance appointment scheduling.
The Challenge
The client’s legacy system posed significant challenges due to its cumbersome and complex nature. The duplication of referrals and the inaccurate scheduling of appointments, stemming from inconsistent rules, exacerbated these issues. Scheduling a single referral required over 70 clicks, making the process highly inefficient – especially when considering the need to schedule thousands of referrals each month.
The Solution
Recognizing the need for improvement, the client sought Persistent’s Salesforce expertise to integrate their CRM with their patient contact center to streamline operations and enhance efficiency. Persistent’s first step was to identify referrals at an early stage based on patient and specialty. This proactive approach enabled more efficient handling and processing of referrals.
Persistent then focused on empowering provider offices in the community by allowing them to send messages directly to the contact center regarding referrals, simplifying communication and reducing delays.
A key component of Persistent’s solution was the addition of an appointment scheduling functionality within the CRM system. This feature allows front office staff to view scheduling rules on a single screen, significantly streamlining the process of making patient appointments.
By leveraging Salesforce Health Cloud, Persistent ensured that all patient data was centralized and accessible, enhancing accuracy and coordination. Salesforce Marketing Cloud and CDP were utilized to manage patient communications and engagement effectively through omnichannel communication, ensuring consistent and personalized interactions across various platforms. MuleSoft facilitated the integration of these systems, ensuring data flowed smoothly between various platforms.
The Outcome
- 60% reduction in in clicks to schedule referrals.
- From 4 Days to Same Day for referral processing time.
- Scheduling 50 Patients in 3 Clicks with batch call scheduling.
Products
- Salesforce Health Cloud
- Salesforce Experience Cloud
- Salesforce Marketing Cloud
- Salesforce Data Cloud, CDP
- MuleSoft
