Salesforce Communities helps drive a new healthcare service model

Salesforce Communities reduced the time Health Leads spent on patient in-take by 2,000 hours and reduced time spent on new advocate training by 75%. 

Health Leads used spreadsheets and a legacy patient management database to track patient and services information. The legacy database made it difficult to enter, track, and share patient information both internally and with hospitals and clinics serving patients’ needs. In addition, volunteer advocates found the current system cumbersome, making it time consuming to train new volunteers.

The solution

We helped Health Leads realize its vision through development and deployment of Salesforce Service Cloud, Communities, and Mobile.

Salesforce Service Cloud®—We designed a custom case management process within the Service Cloud Console that greatly improved Health Leads’ new patient intake process. We modeled the user experience after familiar online shopping tools to improve ease of use and adoption among the volunteer advocates.

Salesforce Communities®
—Health Leads knew that to provide a better overall experience for patients, it would take a community. With Salesforce Communities, Health Leads’ staff, hospital partners, and the volunteer advocates are now able to share best practices and post questions securely in the HIPAA-compliant system. This has greatly improved collaboration and produced a better result for patients.

Mobile—Volunteer advocates can easily access the application from their iPads so they can stay connected with their patients’ cases.

Integration—We seamlessly integrated Health Leads’ platform with hospital and clinic applications to ensure patient data is up to date.

The results

Operational savings
—including a 2,000-hour reduction in the patient in-take process, allowing advocates more time to focus on patient care and satisfaction

Increased efficiencies
—including a 75-percent reduction in time spent on new advocate training activities

Improved collaboration
—including increasing advocate efficiency by enabling advocates with mobile access to patient information

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