Publish date:

• 31st July, 2024

In the healthcare sector, technology is revolutionizing patient care and operations. Innovations such as Artificial Intelligence (AI), Virtual Reality (VR), the Internet of Things (IoT), robotics, health-tracking apps, and wearable tech are all designed to enhance healthcare experiences and address challenges effectively.

To achieve optimal health with minimal concerns, access to advanced healthcare facilities and systems is crucial. Numerous health tech startups, major pharmaceutical companies, hospitals, and healthcare professionals are dedicated to improving human health on a global scale.

Software technology plays a pivotal role in digital transformation across various industries, and healthcare is no exception. This sector has specific software needs, including technologies that support customer interactions, patient engagement, medical staff communication, team collaboration, and workflow management.

Among the leading solutions, Salesforce CRM stands out for its impact on healthcare. Salesforce Health Cloud provides comprehensive tools designed to streamline patient acquisition, engagement, and long-term relationship management.

Since its launch in 2016, Salesforce Health Cloud has transformed patient-caregiver relationships. Patients now prefer to maintain communication with healthcare providers through telehealth services and share health documents via smart devices, reflecting a significant shift in patient expectations and engagement.

Reasons Why Healthcare Systems Adopt Salesforce CRM for Efficient Workflow

1. Connect Siloed Systems

Organizations expanding globally often struggle with fragmented data due to multiple systems. For instance, a typical hospital may use up to 16 disparate Electronic Health Record (EHR) systems. Salesforce CRM addresses this challenge by centralizing data and offering a comprehensive 360-degree view of patient information.

Salesforce integrates data from various sources—medical claims, reports, billing, and marketing—into a unified platform. This integration eliminates the inefficiencies of disconnected systems and enhances data accessibility. Utilizing Health Level 7 (HL7) APIs, Salesforce securely integrates EHR and Electronic Medical Records (EMR) with its CRM, allowing caregivers to access a complete patient history in one place. This streamlined approach improves decision-making, increases efficiency, and allows more focus on patient care.

2. Data Intelligence (DI)

Data intelligence is crucial for making informed decisions in healthcare. CRM systems leveraging data intelligence help transform raw data into actionable insights. Salesforce employs advanced data intelligence techniques to enhance decision-making and foster a data-driven culture.

Salesforce's Tableau CRM (formerly Einstein Analytics) delivers valuable insights by consolidating data into a single system. This capability enables healthcare providers to anticipate patient needs and deliver proactive care. For example, Salesforce Health Cloud, with its thread identification tools, identifies high-risk patients and coordinates care with caregivers to develop optimal management plans. Integration with wearable devices, such as fitness trackers, allows Salesforce to effectively monitor post-discharge care for chronic conditions.

By utilizing Salesforce CRM solutions, healthcare professionals can make data-driven decisions that enhance patient outcomes and improve satisfaction with the care provided.

3. Empowerment of Healthcare Teams

Salesforce Health Cloud significantly enhances coordination among cross-functional teams, optimizing EHR data and improving care delivery. The platform allows various caregivers—specialists, physicians, wellness providers, household nurses, and others involved in patient care—to collaborate effectively within dedicated teams.

This cloud-based tool streamlines complexities by synchronizing data, automating tasks, and facilitating internal communication. Team members can access care management plans, assign tasks, and communicate seamlessly from any device. Salesforce also offers additional tools, such as Knowledge and Live Agent, to support care teams. This collaborative approach boosts productivity and improves outcomes for both providers and patients.

4. Personalized Experiential Learning

In today's healthcare environment, personalized experiences are crucial. Salesforce enables healthcare professionals to customize every aspect of patient interaction using extensive data.

Patient data cards and visual care timelines provide contact center staff with pertinent information, allowing them to offer accurate and personalized responses. Communication can be tailored to patient preferences through calls, SMS, or Salesforce Communities. Salesforce’s customization options help build trust and strengthen relationships, ultimately enhancing health outcomes.

5. Secure Data

Data security is paramount in healthcare. Salesforce ensures that healthcare organizations maintain control over their data while complying with HIPAA and HITRUST standards.

With Salesforce Shield and Health Cloud, organizations can secure electronically protected health information (ePHI), limit access to authorized users, and monitor user interactions. Despite stringent regulatory requirements, Salesforce supports innovation by enabling features like provider matching, telemedicine solutions, document management, and insurance verification—all while maintaining robust data protection.

By optimizing daily communications and workflows, Salesforce Health Cloud helps patients, clinicians, members, payers, and healthcare organizations improve their processes and safeguard sensitive information.

Unique Role of Salesforce Health Cloud in Diverse Healthcare Industry Groups

1. Healthcare Providers

Salesforce Health Cloud transforms traditional healthcare business technology for hospitals, doctors, and care providers, moving away from outdated methods like in-person visits, physical documentation, and phone calls. By utilizing Salesforce tools, healthcare providers can engage patients in preventive care, leading to cost-effective treatments and healthier patient outcomes.

In today’s healthcare landscape, the focus is shifting from reactive treatment to proactive, preventive care. Salesforce Health Cloud supports this shift by offering:

• A 360-degree view of patient data for a patient-centric approach.

• Access to comprehensive health details for delivering personalized care.

• Real-time patient coordination and engagement.

• Enhanced commercial excellence by connecting sales, business operations, and patient services teams with critical data and actionable insights.

• Improved coordination between doctors and patients, streamlining the care process.

2. Insurance Members or Payers

For insurance companies, building and maintaining meaningful relationships with customers is crucial for retention and satisfaction. Salesforce Health Cloud enables insurers to customize care, facilitate collaboration, and simplify authorization requests with utilization management.

Insurance companies can seamlessly integrate Salesforce Health Cloud into their systems to enhance member experience and operational efficiency.

3. Pharma and Biotech Companies

Salesforce Health Cloud is instrumental for pharmaceutical and biotech companies in optimizing operations, driving innovation, and improving patient support programs. Whether managing clinical trial enrollments or offering therapy-specific services, Salesforce Health Cloud helps streamline processes and achieve better results.

4. Medical Devices

In the medical device sector, Salesforce Health Cloud eliminates uncertainties in managing commercial operations, building partnerships with providers, and communicating with patients. As a unified digital platform, it supports personal, compliant, and effective interactions.

Salesforce Health Cloud’s comprehensive capabilities enhance coordination, personalize patient interactions, and improve overall healthcare outcomes across various industry groups.

5. Final Thoughts

Healthcare professionals need to balance efficiency with exceptional patient care. Salesforce Health Cloud enables this by providing a comprehensive 360-degree view of each patient, allowing for more informed, effective, and personalized care.

At Codleo Consulting, we are your trusted Salesforce consulting firm, offering tailored solutions, strategic planning, and ongoing Salesforce support. Reach out to us to learn more about how we can help you maximize Salesforce for your business!

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