Company Name: Herself Health
Industry: Healthcare / Life Sciences
Sub-Industry: Healthcare Services, Healthcare Coaching
Products Purchased: Salesforce Service Cloud, Salesforce Service Cloud Voice, Salesforce Health Cloud and Integration
Herself Health is a primary care practice designed for women aged 65 and older. They specialize in preventative care, ongoing chronic care, everyday acute care, and mind-body wellness. Herself Health offers everything you’d expect from a primary care practice, with a special focus on the conditions that commonly affect women as they age, such as cancer care, kidney health, thyroid health, and much more.
Problems We Solved
- Tracking Marketing Campaigns: Enabled campaign management to relate different events to referrals and measure the patient referral effectiveness.
- Centralized Call Center: Utilized Salesforce and Amazon Web Services to implement a single integrated system capable of making and receiving calls. Also enabled a new contact center to increase associate effectiveness.
- Interoperability through Salesforce-Elation Integration: Near real-time integration with Elation Health for medication, appointments, insurance, and patient information. We also established a cleaner EMR by utilizing Salesforce as a true lead referral management tool, and only creating persons who were ready to schedule
- Compliance with Regulatory Standards: Unlocked the ability to track gifts to ensure compliance with legal or government standards for the amount and type of items that can be distributed to customers.
Salesforce Implementation
CopperHill helped Herself Health implement Salesforce Health Cloud, to support patient outreach and patient management. Some of the processes we worked through for Herself Health included: gathering patient information, insurance, immunizations, vitals, allergies, creating and managing campaigns, and scheduling appointments.
Along with the Salesforce Health Cloud, CopperHill also set up a call center for Herself Health within the Salesforce Service Cloud. This center featured a standard routing system that led callers to queues, business hours, and a menu option. We added a queue to speak to the next available person, or prompted to leave a voicemail. The standard routing system is also capable of more advanced features such as allowing callbacks to customers in the queue, and voicemails that are saved in Salesforce for internal users to listen to directly. This center also utilizes Salesforce Omni-channel to increase efficiency and eliminate any communication dead-ends across email, calls, and chat.
Integration with Elation Health
CopperHill implemented Salesforce and Elation Health. This allowed Herself Health to break down data silos, reduce manual tasks, and eliminate errors without the heavy resource investment of building, managing, and supporting integrations.
The integration was set up to create patients automatically in Elation once required details are updated in Salesforce. Clinicians schedule appointments, bill patients, and conduct day to day activities in Elation. The integration then reads that data, and pushes it back to Salesforce for patient follow up and tracking history. The benefits of the Elation Health Integration Accelerator are:
- Enables interoperability and complies with the 21st Century Cures Act
- Faster time-to-market: pre-built connectors means shorter implementation timelines
- Scalable and cost-effective: a fully managed, outsourced solution is less expensive than building a custom integrations
- Keeps data secure data: HIPAA and BAA compliant and adheres to the principle of least privilege
One Partner That Does it All
One of the most challenging aspects CopperHill faced during implementation was the timeline constraint. We were able to complete the project within an expedited timeline to push their project through before Herself Health began receiving patients. The Health Cloud data model and our integration expertise allowed us to work within an expedited timeline.
Herself Health team now uses Salesforce to:
- Maximize efficiency and eliminate swivel chair with the Salesforce-Elation integration
- Improve processes surrounding patient referrals and patient management
- Increase customer satisfaction and eliminate communication issues through omni-channel customer service call center
For more information about our Salesforce solutions, integration capabilities, or how we can implement applications, please contact us.
- Reduce manual efforts by eliminating spreadsheet importing/exporting
- Automate outreach and time it to care treatment in Marketing Cloud
- Improve communications around treatment support and general education
- Patient personalization options
CopperHill Solutions
Our job at CopperHill was to utilize our Salesforce, Healthcare, and interoperability expertise to overcome the challenges Global Pharma faced on a day-to-day basis. We did so in the following ways:
Mailing List Support
Before working with CopperHill, the Global Pharma team managed separate systems for Mailchimp and Salesforce. This created duplicative, swivel chair activities and forced Global Pharma to export their mailing list from Salesforce and then manually import the list into Mailchimp. Not only was this time-consuming, but the process of maintaining customer opt-out/consent became a cumbersome issue. The upgrade from Mailchimp to Marketing Cloud removed any need to import/export contacts as Salesforce became the Single Source of Truth.
Template Customization
Customization was another aspect of the patient outreach process that Global Pharma wanted to improve. Global Pharma aimed to ensure that users had a personalized experience. This included receiving messages from their dedicated outreach coordinator, messages were responsive for both desktop and mobile devices, and lastly ensuring dark mode compatibility on emails to accommodate those recipients sensitive to bright light.
Refill Messaging
Global Pharma is a pharmaceutical company, meaning it is imperative that patients know when their medications have been refilled. We automated messages to support their process and improve medication adherence.
Patient Education
Another important challenge we tackled was patient education. We helped Global Pharma automate the sending of educational materials throughout the patient’s treatment. The goal of this educational material is to keep the patient involved and engaged with their outreach coordinator.
Surveys
Prior to working with us, Global Pharma was using SurveyMonkey as their survey and forms tool. With the upgrade to Marketing Cloud, Global Pharma now has access to an integrated, native survey feature. This eliminates the need for SurveyMonkey while gathering real-time feedback from the patients so outreach coordinators can offer the best care possible.
Web Form Integration
Tracking web form submissions was another pain point for Global Pharma. We integrated their website’s form with Salesforce so that patient outreach coordinators could better respond to new requests and support inquiries.
Future Phases
In a future phase of their project, Global Pharma will focus on delivering a truly personalized experience to their audience. This involves the implementation of Marketing Cloud Personalization to serve dynamic and relevant content directly on their website, such as tailored announcements and curated news articles. For instance, they aim to cater research papers specifically to physicians, highlighting findings and illustrating the benefits to patients, ensuring that each visitor receives content specific to their interests and needs.
For more information about our Salesforce and integration expertise, please contact us.