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HomeTechSalesforce CRM, Data, and AI Innovations Put Patient Relationships at the Heart of Healthcare Operations

Salesforce CRM, Data, and AI Innovations Put Patient Relationships at the Heart of Healthcare Operations

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  • Customer 360 for Health innovations – including new Data Cloud, AI, and automation capabilities – help personalize care experiences in real time and improve time to value, enabling stronger patient relationships
  • Bon Secours, Barwon Health, and the Veterans Health Administration are using Salesforce for greater collaboration and connection with patients

Salesforce announced new Customer 360 for Health capabilities that help healthcare providers deliver more personalized patient experiences and reduce operational costs.

Significance: Healthcare providers need cutting edge technologies, including real-time data, AI, and automation, to deliver the seamless, personalized experiences patients need. However, many healthcare organizations aren’t keeping up with the expectations of their customers.

In a recent survey of healthcare consumers, nearly 80% cited difficulty navigating the care journey — both online and with customer support — as the top reason for leaving their provider. Healthcare organizations are aware of these issues, and cite driving efficiencies and reducing operational costs (79%) as top priorities over the next two years.

Innovation in action: Customer 360 for Health helps healthcare and life sciences organizations enhance the overall care experience with the full power of Salesforce technology, including real-time data from Data Cloud, Einstein AI, and automation with Flow. This includes automating manual processes like prior authorizations, intake, and patient scheduling.

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Features announced today create efficiencies and reduce costs for business functions across healthcare operations:

  • Home Health helps automate the intake and scheduling process for in-home treatment using scheduling workflows to convert prior authorizations into scheduled visits based on patient preferences. Now, home health schedulers can manage appointments and care professional assignments on one platform while visiting health professionals can easily access patients’ data, including preferences and medication information, to help monitor care plans from the road on their personal device.
  • Data Cloud for Healthcare enables healthcare and life sciences organizations to connect and activate clinical and non-clinical patient data from multiple sources, including electronic health records (EHR), social and behavioral data, assessments, and more, into a real-time patient profile. These unified health insights can help organizations identify potential risks, determine therapeutic approaches, and educate patients with personalized communication and real-time patient engagement. Further, with Einstein Predictions layered in, care teams can leverage data insights from similar groups to better understand a patient’s health insights.
  • Patient Contact Center is a pre-configured agent console that provides a comprehensive view of the patient using MuleSoft Direct for Health Cloud to access EHR data. This helps healthcare organizations optimize patient interactions in real time, including scheduling appointments, billing, and updating insurance information. Features like Action Launcher let agents automate workflows to serve patients faster, while Einstein Article Recommendations provides call center agents with AI-surfaced knowledge article recommendations based on common topics patients most frequently need help with — like insurance coverage and existing claims. Further, with a HIPAA-compliant voice channel, agents can manage calls with patients while keeping their information private and secure.
  • MuleSoft Direct for Health Cloud provides out-of-the-box, FHIR-aligned connectors to access EHR data. Now, a hospital’s non-clinical team can leverage this data to submit prior authorization requests to help patients get approval for procedures covered by their insurance more quickly.
  • Tableau Accelerators for Health Cloud are ready-to-use, intelligent dashboards for a variety of use cases, including referral analytics, risk analytics, and insights to reduce “no shows.” Teams can customize Tableau Accelerators and combine them with their data to fit their needs while getting data-driven insights faster.
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