28 Jan 5 ways Salesforce Health Cloud will improve your patient’s healthcare experience
by Paul Stevenson, MPA, CPA
If you’re considering implementing Salesforce Health Cloud, you want assurances that all of the features and capabilities you love about Salesforce also are available to you in Health Cloud. You’ve seen firsthand how Salesforce improves customer experience and lead to more sales and more revenue. Fortunately, you can count on Health Cloud to drive your patient experience in the same way that Salesforce’s Customer Relationship Management (CRM) solution drives your customer experience. Indeed, Salesforce Health Cloud builds and expands upon all of the core features of Salesforce CRM.
What exactly is the difference between Salesforce CRM and Salesforce Health Cloud? The answer lies in the fact that Health Cloud serves only the healthcare/life sciences industry. In other words, Health Cloud’s capabilities and features are designed exclusively around the needs, priorities, and sensibilities of patients, healthcare providers, and payers. Let’s explore five ways Salesforce Health Cloud will drive improvements to the patient experience in your healthcare organization:
Salesforce’s lead generation capabilities will accelerate new patient acquisitions
Salesforce’s Customer Relationship Management (CRM) solution is designed expressly to help organizations optimally manage all of their sales leads. When you add Health Cloud, it becomes seamlessly integrated with your CRM, enabling you to harness the power of CRM to accelerate new patient acquisitions (and new healthcare services for existing patients). In other words, Health Cloud provides the conduit through which CRM gains access to your patient and provider data, analyzes this data, and ultimately guides and informs your strategies for attracting new patients (and even for recruiting physicians and other medical staff). Using Salesforce CRM and Health Cloud together enables you to personalize your one-on-one interactions with prospective patients and convince them that your organization is optimally positioned to understand and meet their unique healthcare needs.
Salesforce’s relationship-building capabilities will enhance communication with patients: Salesforce CRM excels at optimizing the timing, frequency, and content of communications with customers. Health Cloud leverages these relationship-building capabilities to help healthcare providers provide personalized communication with patients. Providers can view complete patient profiles and extended care networks, as well as logs of one-on-one email communication between physician and patient. Patients hear from you when they most want to hear from you, and communications don’t contain incomplete, redundant, or conflicting information. Likewise, patient assessments and patient surveys—all managed from within Health Cloud—help inform the timing, frequency, and content of future patient communications.
Salesforce’s customer-focused features will supercharge patient satisfaction: Like all of Salesforce’s customer-focused features, Health Cloud makes it easy for patients to be satisfied with their care. First, Health Cloud aggregates all relevant patient data—from benefits to authorizations to claims to medical records—so that when patients make contact, you’re instantly able to pull up all of their information on one screen. There are no lengthy delays caused by needing to access multiple systems or redirect the patient to a different agent. Meanwhile, physicians and other medical staff gain instant access to all relevant patient data, including past appointments and medication history. Finally, Health Cloud comes pre-loaded with SOS, a patient-friendly, face-to-face communication option that enables patients to meet remotely with a healthcare provider in real time.
Salesforce’s data analysis capabilities will generate actionable insights: One of Salesforce’s greatest strengths is its data analysis capabilities that drive intelligent, real-time decision-making. Likewise, Health Cloud continuously collects and analyzes data from patients, providers, and payers, enabling a provider to know how to deliver the most appropriate care at the right time and place. Then, Health Cloud makes it easy for the provider to comprehensively document each care decision, ensuring vital information is communicated to the patient and all other providers involved in the patient’s care. These data archiving and analysis functions were once the domain of individual developers who relied on Salesforce’s Force.com development platform to build customized integrations and analysis tools on a case-by-case basis; today, these features are available out-of-the-box in Health Cloud.
Salesforce’s Configure-Price-Quote (CPQ) capabilities will optimize revenue management: Salesforce’s Quote-to-Cash platform has made it easy for organizations to manage the sales lifecycle, from lead to contract generation to revenue recognition. Although healthcare providers care first and foremost about patient care and service, it doesn’t mean they don’t care about revenue. The more leads that a healthcare provider can convert into new patients (and new healthcare services for existing patients), the more profitable and financially stable the company becomes, ensuring the company can continue to achieve its patient-centered mission. Health Cloud integrates seamlessly with Salesforce Quote-to-Cash’s Configure-Price-Quote (CPQ) technology, making it easy to build, price, and quote complex patient services. And given the many rules and factors that go into pricing healthcare services, a CPQ solution like Salesforce plays an essential role in putting boundaries and limits on the healthcare services that can be offered at a particular price point to a particular patient or care network.
Managing patient acquisitions, patient communications, customer service, and revenue are all necessary but cumbersome parts of providing patient care. In fact, they often interfere with your ability to provide optimal care. Salesforce Health Cloud plays an invaluable role in streamlining and automating many of these administrative business functions. You can count on Salesforce Health Cloud and Salesforce CRM to accelerate the process of acquiring new patients, enhance communications for patients, improve customer service for patients, generate actionable business intelligence based on data analysis, and optimize revenue management on the back end.
Ready to learn how to implement Health Cloud within your existing Salesforce ecosystem optimally? Simplus’ expert Salesforce implementation specialists will be glad to explain how to use Health Cloud to transform your healthcare/life sciences organization. Contact us today!
Paul is a Principal CRM Strategist here at Simplus. An expert with deep CRM experience in healthcare, telecom, distribution, and financial segments, Paul is a consultant who drives CRM innovations to clear a path for growth in revenue and operational efficiency. He has hands-on experience in developing, marketing and selling CRM Apps and is a proven project leader with skills to lead CRM integrations with payer, provider, telecom, and proprietary operational and financial information systems.