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Digital Transformation

Mount Sinai Health System Taps Salesforce to Transform Healthcare for More Than 350,000 Medicaid Recipients in New York City

With Salesforce Health Cloud, more than 10,000 Medicaid service providers and 200 community organizations will gain complete views of their patients

With Salesforce Health Cloud, more than 10,000 Medicaid service providers and 200 community organizations will gain complete views of their patients

New approach will improve the health of low-income populations and reduce costs to taxpayers

SAN FRANCISCO — March 15, 2017 — Salesforce (NYSE: CRM), the world’s #1 CRM company and Intelligent Customer Success Platform, announced that Mount Sinai Health System—an integrated health system committed to providing distinguished care, conducting transformative research and advancing biomedical education—is using Salesforce to coordinate and manage the care of Medicaid recipients in its Performing Provider System (PPS).

The Mount Sinai PPS was formed under New York State’s Delivery System Reform Incentive Payment Program (DSRIP), a multi-year, multi-part overhaul of the Medicaid system that began in 2015. The program aims to reach the most vulnerable populations in New York City and reduce avoidable hospital use by 25% for the next five years. The Mount Sinai PPS includes more than 10,000 Medicaid service providers and 200 community organizations, from large area hospitals, to private medical practices, nursing homes and substance abuse treatment centers, to soup kitchens, homeless shelters, housing agencies and faith-based service groups. Collectively, these groups are responsible for more than 350,000 Medicaid recipients across the New York Metro area.

The Health System needed a way to effectively connect every provider and organization across its vast ecosystem—something that had never formally been done before—and easily provide individual caregivers with complete views of their patients, including medical histories, treatments, medications and other clinical data plus insights into social determinants. With this information at their fingertips, caregivers can better understand their patients’ needs and provide more proactive and personalized care.

Salesforce aligned with Mount Sinai to tackle this challenge and streamline the way communities are served. Using Health Cloud and Community Cloud, the health system is establishing a mobile, real-time care coordination program so everyone in the Mount Sinai PPS—from doctors and physical therapists to case managers and social workers—can help patients along every step of their care journey. For example, if an individual today fails to take medication at the right frequency because of issues at work, a doctor may only see the lapse in medication adherence, whereas a case manager may only see the employment concerns. The result is a disconnected look at the patient’s life, which can impact care and lead to more expensive emergency room visits down the road. Health Cloud makes it possible for everyone involved to get a complete, up-to-date view of the patient so that they can help keep the patient on track with the goal of preventing an unnecessary trip to the hospital.

Comments on the News

“Too often, we see patients delay their care and end up in the emergency room, which is both difficult for the patient and costly for taxpayers,” said Kash Patel, Vice President, IT Department, Mount Sinai Health System. “With the right technology, in the hands of the right people, we can break this cycle and help Medicaid patients get quality care, while reducing high-cost and avoidable emergency room visits.”

“With Salesforce, Mount Sinai is arming thousands of Medicaid providers and community organizations with a more precise view of the demographics, lifestyle and health histories of patients,” said Dr. Joshua Newman, chief medical officer at Salesforce. “As a result, they’ll be able to collaborate more closely and put their patients at the center of care.”

About the Mount Sinai Health System

The Mount Sinai Health System is an integrated health system committed to providing distinguished care, conducting transformative research, and advancing biomedical education. Structured around seven hospital campuses and a single medical school, the Health System has an extensive ambulatory network and a range of inpatient and outpatient services—from community-based facilities to tertiary and quaternary care.

The System includes approximately 7,100 primary and specialty care physicians; 12 joint-venture ambulatory surgery centers; more than 140 ambulatory practices throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and 31 affiliated community health centers. Physicians are affiliated with the renowned Icahn School of Medicine at Mount Sinai, which is ranked among the highest in the nation in National Institutes of Health funding per investigator. The Mount Sinai Hospital is in the “Honor Roll” of best hospitals in America, ranked No. 15 nationally in the 2016-2017 “Best Hospitals” issue of U.S. News & World Report. The Mount Sinai Hospital is also ranked as one of the nation’s top 20 hospitals in Geriatrics, Gastroenterology/GI Surgery, Cardiology/Heart Surgery, Diabetes/Endocrinology, Nephrology, Neurology/Neurosurgery, and Ear, Nose & Throat, and is in the top 50 in four other specialties. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 10 nationally for Ophthalmology, while Mount Sinai Beth Israel, Mount Sinai St. Luke’s, and Mount Sinai West are ranked regionally. Mount Sinai’s Kravis Children’s Hospital is ranked in seven out of ten pediatric specialties by U.S. News & World Report in “Best Children’s Hospitals.”

For more information, visit, or find Mount Sinai on Facebook, Twitter and YouTube.

About Salesforce Health Cloud

Salesforce Health Cloud is a cloud-based patient relationship management solution, built on Salesforce Service Cloud—the world’s #1 customer service and support application—that enables healthcare providers to get a complete view of the patient, drive smarter care management and enable connected patient engagement across devices.

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