Provide Agents With the Right Patient Information

SOLUTION: PERSONALIZE CONTACT CENTER EXPERIENCES

Connect patients to the right care, faster.

Empower agents with the relevant patient data, from multiple systems, on a single screen.

Consumers today expect a connected experience at every step of their health journey, and initial interactions with the contact center are critical to engaging patients and driving loyalty. Powered by Health Cloud, this solution seamlessly integrates EHRs and core systems of record with MuleSoft Anypoint Platform to provide agents with the right patient information at the right time. Marketing Cloud makes it easy to identify, segment, and target populations for personalized communications. You can even enable patients with self-service via HIPAA-compliant mobile apps built on the Salesforce Platform. Ensure every agent is empowered to solve inquiries the first time — from appointment scheduling to connecting patients to the right physician — all from a single console.

Here's how it works.

This solution combines relevant patient data from different systems into a single view, with intelligent routing and recommendations, to ensure agents connect patients to the right care faster.

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Easy and Effective Inquiry Management
When patients reach out for help, agents can manage inquiries from one centralized hub. From referrals and appointments, to prescriptions, and more, omni-channel routing ensures patients are directed to the best agent to service their needs.

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360-Degree Patient Views
Agents get a full 360-degree view of the patient with data from integrated EHRs and systems of record. This includes clinical highlights, personal preferences, insurance details, and other important social insights — everything agents need to reduce repetitive data collection and questions.

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Proactive and Automated Workflows
Intelligent recommendations empower agents to provide proactive support to ensure the best patient experience. Agents can reference performance insights and pull from a comprehensive knowledge center to better serve and inform patients with curated content.

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Elevated Experiences at Reduced Cost
Patients receive high-quality, personalized service, no matter which agents handle their inquiries. At the same time, agents can be onboarded more quickly, with a reduced need for costly specialization.

Here's how it works.

This solution combines relevant patient data from different systems into a single view, with intelligent routing and recommendations, to ensure agents connect patients to the right care faster.

Easy and Effective Inquiry Management
When patients reach out for help, agents can manage inquiries from one centralized hub. From referrals and appointments, to prescriptions, and more, omni-channel routing ensures patients are directed to the best agent to service their needs.

360-Degree Patient Views
Agents get a full 360-degree view of the patient with data from integrated EHRs and systems of record. This includes clinical highlights, personal preferences, insurance details, and other important social insights — everything agents need to reduce repetitive data collection and questions.

Proactive and Automated Workflows
Intelligent recommendations empower agents to provide proactive support to ensure the best patient experience. Agents can reference performance insights and pull from a comprehensive knowledge center to better serve and inform patients with curated content.

Elevated Experiences at Reduced Cost
Patients receive high-quality, personalized service, no matter which agents handle their inquiries. At the same time, agents can be onboarded more quickly, with a reduced need for costly specialization.

Customer Success Story

“With Salesforce, we can provide a highly personalized and more seamless patient experience.”

NADER MHERABI, CIO, NYU LANGONE HEALTH

Hear the Full Story

Explore the advantages of Salesforce for Healthcare.

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Transform the Digital Patient Experience with CRM

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Demo

See Health Cloud in Action

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Personalized Healthcare Solutions provided by Salesforce

Empower agents to provide personalized healthcare with relevant data from multiple systems all in one convenient place. When all of your records can be found in one streamlined view, patient management becomes easy and effective. This enables agents to be more knowledgeable and give the right information and recommendations to patients at any time without the need to be handed off to a specific point of contact.

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Healthcare & Life Sciences

SOLUTION: PERSONALIZE CONTACT CENTER EXPERIENCES

Connect patients to the right care, faster.

Empower agents with the relevant patient data, from multiple systems, on a single screen.