For over 40 years, the client has been a leading provider of kidney dialysis services, with a network of over 2,000 outpatient dialysis centers in the USA.
The Challenge
To cater to new payer contracts, keep up with evolving patient care needs and leverage automation to enhance patient visibility by replacing manual operations with Salesforce implementation.
The Solution
Persistent implemented the Salesforce Health Cloud to help the client overcome multiple challenges arising out of manual operations and lack of configurability of the legacy system.
The implementation included aligning the enrollment process to make patient visibility configurable. This would enable business owners to add and/or modify payers’ information and other related enrollment process parameters.
To eliminate assigning patients in the queue manually, the queuing logic was automated and made configurable. The Persistent team also made the patient category list configurable to prioritize patients for calling, based on attributes which were critical for those requiring dialysis. Persistent also deployed the Salesforce Lightning Service console for enhanced user experience, reduced clicks and improved productivity. This allowed the client to keep up with the evolving requirements based on payer contracts and the changing needs of patient.
The Outcome
Implementation of Salesforce Health Cloud boosted enrollment within four months and 40 enrollments were completed in the first week of implementation. This was possible because of the improved and real-time visibility of calls. Optimal staffing and connectivity enabled better utilization of resources for specific programs.
