Wilco Blog

Author: Sanjeev Verma, SVP, Head of Growth at Wilco Source

In today's fast-paced healthcare environment, patient-centric care is more critical than ever. As a Salesforce HLS solutions partner working closely with clients, I have seen firsthand how Salesforce Cloud solutions is revolutionizing patient management and engagement and is bringing a new level of efficiency, personalization, and connectivity to healthcare, empowering providers to deliver exceptional care. One of the most compelling examples of this transformation is our work with a leading healthcare provider with 600K members.

Reimagining Member Communication with Secure Messaging

The client, a private not-for-profit healthcare system and provider, faced a significant challenge: modernizing communication with their growing member base. To address this, we implemented Salesforce Cloud as a secure messaging platform within their existing member portal.

Enhancing Member Engagement

One of the critical features developed was the bulk messaging capability. This allowed the client’s Health Performance Improvement team to send targeted health awareness messages and campaigns to specific member demographics. These messages included knowledge-based articles (KBAs) linked within the communications to provide additional information, thus reducing the need for further contact. This not only improved the efficiency of communication but also significantly enhanced member engagement and awareness about preventative care.

Ensuring Compliance and Modernizing Communication

Compliance with Medicaid requirements for bidirectional online communications was another crucial aspect of this implementation. By shifting from traditional call center phone calls to modern online communication, the client was able to ensure compliance and improve overall member experience. Integrating this new system with their existing non-Salesforce member portal was seamless, ensuring the new user interface mirrored the old one for uninterrupted member experience.

Improving Operational Efficiency

The shift to online communication dramatically reduced the frequency of phone calls, increasing overall communication efficiency. The new system also included additional APIs to improve interactions between the care management team and patients, further streamlining operations. The digital transformation of communication reduced non-digital interactions and operational costs.

Building Strong Client Relationships

Managing to deliver the project scope effectively on time and budget, given the fixed bid constraints, was key to program success. Clear communication and realistic scope management built strong trust between our team and the client. The result was a seamless transition to the new system, enhancing member experience without disrupting their routine.

Outcomes and Benefits

To summarize, the implementation of Salesforce Cloud as a secure messaging platform brought several significant benefits:

• Enhanced Member Experience: The new system reduced phone call frequency and increased online communication efficiency, providing a seamless transition for members.
• Operational Efficiency: Digitally transformed communication reduced non-digital interactions, optimizing resource utilization and operational costs.
• Preventative Care Messaging: Increased awareness and member engagement through targeted health awareness messages.
• Tiered Support System: A three-layer support approach (KBAs, messaging portal, phone support) minimized support time and enhanced problem-solving efficiency.

Conclusion

Salesforce Cloud solutions are transforming the way healthcare providers deliver patient care to improve care coordination, enhance patient engagement, and ultimately drive better health outcomes. This success story is a testament to how Salesforce can modernize communication, enhance member experience, and improve operational efficiency. As the healthcare industry continues to evolve, Salesforce Cloud solutions stand out as a powerful tool for shaping the future of patient care. If you’re looking to elevate your patient care strategy, exploring what Salesforce has to offer could be a pivotal step forward.

To learn more about how Salesforce Cloud solutions can benefit your healthcare organization, talk to us or visit our website.