Step 4: Evolve for What’s Next

Discover what providers and payers can do to prepare for the next big challenge in healthcare

As we move forward into a more modern, increasingly digital era, care and coverage will need to adapt in order to create a wider array of options and improve access to care.This need for rapid flexibility and out-of-the-box thinking will prepare organizations to face the next big challenge head on.

Managing health emergencies requires smart segmentation of patient and member populations. Providers and payers must be poised to deliver targeted care, and to scale it up or down in response to need. To facilitate this, they need open channels of communication within and between organizations and with patients, members, and their caregivers.

No matter who your cohorts are, the use of technology gives you the ability to segment for different types of assistance or interventions. This allows you to address the needs of specific cohorts efficiently and effectively through digital tools like a robust CRM, AI, and predictive analytics.

  • Simplify contact tracing: Notify, track and alert close contacts of patients with an infectious disease that they may have been exposed. Organize information around the possible spread of infection and facilitate reaching out to those at risk.
  • Deliver proactive preventative care: Deliver helpful information or encourage members with certain risk factors or common conditions to take specified steps to improve/stabilize their health.
  • Personalize engagement: Deepen relationships with tailored communications based on a patient or member’s real-time healthcare needs.This strengthens loyalty and increases the likelihood that they will return for their next appointment or re-enroll in a health insurance plan.

The ability to accelerate and decelerate care is imperative. It enables a hospital to alter existing care and coverage in the case of a mass emergency or disease outbreak, and then slow down and redistribute resources once the situation is under control. Assuring that a hospital or care system is equipped to respond efficiently and effectively saves lives.

  • Plan emergency responses: Implement an emergency response management solution to improve prioritization and rapid responses, while patient and member self-service capabilities divert nonemergency needs
  • Expand telehealth: Put systems in place that enable quick activation of remote operations. Flexibility is key. During times of crisis, patients may hesitate to come in, or you may need to allocate resources differently while continuing care for those with unrelated conditions.
  • Address delayed care needs: Help healthcare consumers get the surgeries or treatments they postpone. Develop a process for prioritizing care, enabling outreach, and planning for capacity once the emergency subsides.
Telehealth claims increased 4,347% year over year in March 2020.
Source: Monthly Telehealth Regional Tracker, FairHealth, March 2020.

Healthcare is a fast moving industry in which guidance often changes from one day to the next. From patient treatment to healthcare worker protection to medical care coverage, keep everyone up to date on critical information when emergencies arise.

  • Enable digital channels: Get healthcare personnel, patients, and members the information they need at the right time on preferred channels. Enable digital channels to handle questions, concerns, and back-and-forth communication.
  • Distribute updates: Use a learning platform to get information out on safety and testing and ensure employee certification through on-demand learning resources.

Pack Health scales care to provide more support for patients with chronic conditions

Pack Health is a Trailblazer in chronic disease management. They provide one-on-one digital health coaching to patients with more than 25 conditions including diabetes, COPD, and mental health challenges. Because the patient population they treat is more vulnerable to other health issues, Pack Health realized that they needed the ability to grow their team quickly in order to accommodate the higher volume of patients that might occur as a result of a public health event.

Pack Health engaged Salesforce to configure a system that enabled them to scale and respond quickly. They realized that a service platform with off-the-shelf functionality and deep customization would allow them to save time and money so they could focus on what mattered most: their patients. This reimagination of their systems gave Pack Health the ability to:

Salesforce has allowed Pack Health to compress its training program from two weeks to five days. This makes it possible for them to onboard more employees in less time, and ultimately serve more patients.
By placing both management tools and patient records in the cloud, Pack Health can act quickly and meet changing needs.
The ability to gain important insights like social determinants of health and patient preferences allows Pack Health to tailor each and every relationship.
Pre-approved text message templates within Salesforce allow Health Advisors to customize messages to members efficiently, through simple drag-and-drop functionality.
Pack Health optimizes engagements by giving their Health Advisors the flexibility to do follow-ups when needed and add member-specific touchpoints.
Connecting their systems with wearables enables Pack Health to garner important data that paints a full-scale picture of a patient's health.
As we go forward, technology will continue to make engagement easier and more accessible. If you’re ready to improve member and provider satisfaction and build lasting connections with healthcare consumers, Salesforce can help you take engagement to the next level.

Discover solutions enabling you to deliver trusted service, enhanced care and personalized experiences

  • Collaborate across care teams
  • Improve accessibility
  • Gain meaningful insights through automation and AI
  • Put your customer at the center of your business

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