Our expert guest from AdVic® taught us quite a bit about how the latest cyber threats are affecting the healthcare industry, gave us current-day examples of data breaches and the impact they are having, advised on how to safeguard sensitive patient data, talked about how Salesforce® solutions are leading in data protection, and much more. What follows are some audio highlights from that conversation.

The Current Cybersecurity Landscape

To get us started, we got an update on the current cybersecurity landscape in the healthcare industry.

A Recent Healthcare Data Breach

We got an example of a recent cyberattack and its impact on a particular healthcare organization.

The Cost of Recovering Data

As you would expect, the recovery costs for companies associated with data breaches can be astronomical. Here’s the bad news…

The Role Salesforce Plays in Healthcare Security

Here’s how a Salesforce solution can contribute to the security and diversification of data storage for healthcare companies.

Listen to the entire healthcare data security podcast here.

Related Resources:

Why Traditional CRM Falls Short in Healthcare

Healthcare Company Manages 10M Subscribers On Unified Platform

Salesforce for Healthcare

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Imagine a patient who feels unheard and confused by their healthcare journey. This scenario, unfortunately, is all too common. To thrive in today’s competitive landscape, healthcare organizations need a solution: building strong patient relationships through a robust CRM system.

This is where Salesforce Health Cloud comes in, offering a revolutionary approach to Customer Relationship Management (CRM) specifically designed for the healthcare industry. Let’s take a look at it, but first, what functionalities make a valuable healthcare CRM?

Why Traditional CRM Falls Short in Healthcare

Traditional CRM systems are often built for sales teams, focusing on lead generation and conversion. While these functionalities can be valuable for certain healthcare segments, they need to address the unique needs of patient care. Healthcare CRMs require features that:

• Prioritize patient engagement: Healthcare interactions go beyond one-time transactions. Building long-term relationships with patients through communication, education, and support is crucial.
• Ensure HIPAA compliance: Patient data is highly sensitive, and healthcare CRMs must adhere to strict HIPAA regulations regarding data security and privacy.
• Facilitate care coordination: Effective healthcare often involves collaboration between multiple providers. A CRM should support seamless communication and information sharing within a patient’s care team.
• Deliver a 360-degree patient view: Healthcare providers need a holistic understanding of a patient’s medical history, social determinants of health, and past interactions to deliver personalized care.

Salesforce Health Cloud is more than just a CRM; it’s a strategic investment in the future of patient care.

Salesforce Health Cloud: A Tailored Solution

Salesforce Health Cloud addresses these challenges by providing a comprehensive CRM platform built on the robust Salesforce infrastructure. Here’s how it empowers healthcare organizations to transform their patient relationships:

• Unified Patient Profile: Health Cloud creates a single, secure view of each patient, integrating data from various sources like Electronic Health Records (EHRs), appointment scheduling systems, and patient portals. This eliminates data silos and provides a complete picture of a patient’s health journey.
• Patient Engagement Tools: The platform offers a suite of tools to foster patient engagement, including secure messaging, appointment reminders, and self-service portals. Patients can manage their health information, schedule appointments, and communicate with providers directly, leading to increased patient satisfaction and improved outcomes.
• Care Team Collaboration: Health Cloud facilitates seamless communication and information sharing between care team members, regardless of location. Secure chat functionalities, task management tools, and case management features ensure everyone involved is on the same page, leading to more coordinated care plans.
• Compliance-Focused Design: Built with HIPAA compliance in mind, Health Cloud offers robust security features and role-based access controls to safeguard patient data. Healthcare organizations can rest assured their sensitive information is protected.
• Einstein Analytics for Healthcare: Leveraging the power of Salesforce’s AI engine, Einstein, Health Cloud provides valuable insights into patient populations, risk factors, and care trends. These insights empower data-driven decision-making for improved population health management and proactive care delivery.

Use Cases: How Health Cloud Benefits Different Healthcare Stakeholders

Hospitals and Health Systems:

• Streamline patient intake and registration processes.
• Improve care coordination across departments and specialties.
• Enhance patient engagement through self-service portals and secure messaging.
• Identify at-risk patients and proactively manage chronic conditions.

Physician Practices:

• Build stronger relationships with patients through personalized communication.
• Manage appointment scheduling and referrals more efficiently.
• Track patient outcomes and improve quality of care.
• Gain valuable insights into patient demographics and treatment trends.

Payers and Insurers:

• Improve member engagement and satisfaction through personalized outreach.
• Identify potential fraud and abuse cases more effectively.
• Manage care pathways and optimize healthcare costs.
• Gain a deeper understanding of member needs and preferences.

Summary

Salesforce Health Cloud is more than just a CRM; it’s a strategic investment in the future of patient care. By fostering stronger patient relationships, streamlining workflows, and enabling data-driven decision-making, Health Cloud empowers healthcare organizations to deliver a more coordinated, personalized, and efficient patient experience.

Ready to Transform Your Healthcare CRM?

As a Salesforce Consulting company, AdVic® understands the unique challenges faced by healthcare organizations. We can help you leverage the power of Salesforce Health Cloud to:

• Develop a customized implementation plan tailored to your specific needs and workflows.
• Integrate Health Cloud with your existing healthcare IT infrastructure.
• Optimize user adoption and ensure your team gets the most out of the platform.

Contact us today to schedule a consultation and explore how Salesforce Health Cloud can revolutionize your patient relationships.

Related Resources:

Salesforce for Healthcare
Creating a Healthier World with Salesforce
Healthcare Company Manages 10M Subscribers On Unified Platform

Subscribe to the AdVic Salesforce Blog on Feedly:

The post Why Traditional CRM Falls Short in Healthcare appeared first on Ad Victoriam Solutions.

At this early point here in 2020, you might be asking yourself several questions, including:

• What can my company do now to attract new customers for the next Open Enrollment period later this new year?
• What new tools and processes can we implement in the coming weeks and months that will make our internal operations and systems work more efficiently for the next open enrollment period and beyond?

Your 2020 Focus

As you begin to think about attracting new customers for your next Open Enrollment period later this year, it’s important as a payer that you also focus on guiding members along their entire care journey. Offer them a personalized, relevant, and timely marketing experience. And if you focus on those critical member experiences you are guaranteed that you will be delivering overall member satisfaction as well as retention.

Let’s explore some ways you can accomplish those goals.

Attracting New Customers

If you’re like most payers, you invested heavily in digital ads for the next Open Enrollment period in an effort to attract new customers. Use this time now to look at how your company’s ads performed and then make the necessary adjustments for when your ad campaigns will start later this year.

In evaluating your 2019 ad campaigns for 2020 adjustments, keep these Salesforce suggestions in mind:

• Use your current member profiles to model the next ideal member. Create look-a-like audiences based on first-party data, as that can have a massive impact on ad spend for the 2020 Open Enrollment period.
• Consider using a single view of your customers. On average, Salesforce says most marketers use 15 different data sources, yet only 47 percent of marketers say they have a unified view of their customers.
• Target the right people for programs you want to expand. The goal here is to not miss out on reaching your key employer customers because you didn’t set up the right audiences.
• Connect your databases with a data marketing platform (DMP), which can help you quickly identify customers and prospects and personalize content for each audience. This unified view will also help you understand who has already seen your content, so you can maximize your ad budget by making sure they don’t see it again.

AdVic Extra: Watch our recent related webinar: “Connecting Data to Transform Payer-Member Relationships”

The Connected Patient Journey

In 2020, your customers – present and future – expect more from you than just transactional emails, they expect a great brand experience. Just as important as your company’s products and services, the brand experience you offer must differentiate you from your competitors.

So, what have you done to establish a great connected patient journey? You know, those seamless customer experiences that go beyond email and happen across other critical touchpoints including mobile, advertising, the web, direct mail, sales, commerce, and service.

And one often neglected, yet important cog in the connected patient journey wheel is onboarding. The Open Enrollment period provides payers a great opportunity to understand what and does not work in the process. As an example, new members will surely have questions about your offerings and helping through the onboarding process goes a long way to keeping them happy enough to stay with you into the next season.

And don’t forget to re-engage with your existing members with your offerings as part of a continued connected journey. Communicate program changes and give them educational materials to make their healthcare journey even more personal and productive. Doing so helps them to feel confident that they are in the right program.

From attracting new customers to creating and implementing connected patient journeys, Salesforce Marketing Cloud for Healthcare Payers can help you accomplish those strategic goals and more. Want to know more? Ad Victoriam’s consulting team is ready – right now – to help you implement your secure and scalable Salesforce CRM for Healthcare solution. We will make sure you are ready to flawlessly execute throughout the 2020 Open Enrollment season later this year and beyond.

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Salesforce® first introduced Health Cloud in 2016 to transform the way healthcare and life sciences organizations connect with patients. In 2019, Salesforce continues to expand the power of Health Cloud with features specifically built for the health insurance industry. This allows companies to engage with both members and providers in smarter and more efficient ways. Here’s how it’s done, including examples of “better outcomes.”

Transforming Business Operations

Health Cloud transforms business operations with an insurance-specific data model that simplifies the integration of systems of record — including benefits, claims, and authorizations — into one place. This drives more productivity for service agents and clinical professionals. With all member information in a single dashboard, payers are able to work faster and smarter. In addition, they better understand each member’s needs. And that includes whether they are in the call center or in the place of service, and from any device.

The Better Outcome: A payer today often needs to log into multiple systems to research different aspects of a member’s claim for an upcoming procedure. With Health Cloud, they can now see all of the member’s prior authorization and information about the procedure in one place. That allows payers to serve both members and providers quickly and efficiently.

Better Streamlined Workflows

Healthcare requests — that might include prior authorizations, admissions, and appeals — can be now be streamlined through guided, collaborative, and measurable workflows directly within Health Cloud. Agents, clinical professionals, and medical directors are able to deliver more personalized and appropriate care in a more cost-effective way.

The Better Outcome: A provider previously treated a member who needed surgery had to submit a prior authorization request to the payer. Often times that meant the provider had limited visibility into its processing. Now, with Health Cloud, the provider and member have the ability to easily view the progression and status of the request. That reduces any stumbling blocks or delays. Once a care request is approved, tasks are triggered automatically for case management based on the diagnosis or service code within Health Cloud.

Strengthen Member Engagement

With Health Cloud, payers can create customizable, interactive and highly personalized digital journeys for members, helping develop stronger relationships by overcoming barriers to care and increasing access to clinical and support services. Members can easily access their insurance plans, receive care alerts via their mobile device and connect with clinical professionals and care managers using email or text messages.

The Better Outcome: A case manager can proactively engage a member to arrange home care, rehab, and follow up hospital visits related to their procedure or service through the member’s preferred form of communication. Doing so advances their goal of driving optimal member outcomes.

Payer Educational Opportunity

Ad Victoriam recently presented a webinar for payers, “Connecting Data to Transform Payer-Member Relationships,” during which attendees learned:

• How connected member data can enhance your sales potential and member satisfaction.
• Ways a modern system user interface can decrease training times and enhance the agent experience – increasing employee engagement.
• How to invigorate marketing when data is no longer siloed.

Watch the free webinar here.

Interested in learning more about how Salesforce Health Cloud can transform your business operations and increase member engagement? Contact Ad Victoriam’s Health Cloud consultants quickly by clicking here.

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