17 Jan 5 tips for seamlessly integrating Health Cloud with the rest of your Salesforce ecosystem
by Paul B. Stevenson, MPA, CPA
If you are a healthcare organization already using Salesforce, you no doubt recognize the value and benefits that Salesforce has brought to your organization. And now, you want to unlock this same value with Health Cloud. Salesforce Health Cloud is a platform designed to manage one-on-one relationships among patients and members of healthcare and life sciences organizations. With Health Cloud, you’re getting access to the same powerful capabilities that, according to independent IDC research, have made Salesforce the world’s number one CRM platform.
Health Cloud is not an entirely new, one-off Salesforce product. Health Cloud was built on Salesforce’s popular Service Cloud, which means that all of the customer service and support capabilities available through Service Cloud have been extended to Health Cloud as well. As you look to implement Health Cloud in your organization successfully, it’s important to understand the relationships between Health Cloud and the rest of your Salesforce ecosystem. Let’s explore five essential tips for seamlessly integrating Health Cloud with the rest of your Salesforce ecosystem:
1. Think of prospective patients as Salesforce leads:
Salesforce is legendary for its ability to create and manage sales leads; indeed, Salesforce excels at helping businesses consistently follow up on these leads, and ultimately convert all of these leads at the exact moment the customer is ready to buy. With long-term leads representing up to 77% of potential sales, every business needs to manage its leads, including healthcare businesses. Thus, when you implement Health Cloud, you should think of all of the prospective patients you hope to attract as your leads. Salesforce even recommends that these prospective patients be treated as standard Lead objects—not Candidate Patients objects—because Salesforce tends to provide more frequent updates for Lead objects. Using this approach lets you take advantage of other elements, such as Marketing Cloud, to build relationships before the patient needs your services.
2. Use Health Cloud’s single dashboard to drive improvements to the patient experience:
What makes Salesforce so revolutionary is its ability to aggregate and serve up data and information at the exact moment they’re needed, from a single dashboard. Just as these insights help answer customer questions and enhance customer service, so too does Health Cloud take advantage of these same insights to improve the patient experience. Health Cloud organizes data into comprehensive profiles, detailed care plans, and patient timelines, and connects all of a patient’s healthcare providers via care networks. Instead of providers wasting time trying to compile, analyze, and share patient data across multiple disconnected systems, Health Cloud becomes a central clearinghouse for immediately harnessing all available data to enhance the patient experience. Using Dashboards, for example, you can combine EHR data with care plan information to track the outcomes of patients with differing adherence to their specific care plans.
3. Think of your EHR as Health Cloud’s source data:
Salesforce’s cloud environments integrate seamlessly with all of a business’s other major systems, including enterprise resource planning, accounting, and HR. By giving Salesforce access to the data, Salesforce can constantly be analyzing it to serve up actionable insights and business intelligence. Similarly, with Health Cloud, the data sets that are fed into Salesforce consist of your electronic health records (EHR) and similar clinical systems or for Health Plans, Claims systems. Like other systems that integrate with Salesforce, patient data can be integrated with Salesforce using standard APIs (application programming interfaces), which map inputs from HL-7 EHR systems directly to Health Cloud objects and fields. Once integrated, this data is used to build customized care plans for your patients that care coordinators can use to manage patients.
4. Use standard Salesforce tools to model your Health Cloud workflows:
No matter what your workflows look like, you have the flexibility with Salesforce to design intuitive, compatible workflows that meet your business needs and that conform to industry best practices. Health Cloud uses these same design principles. For example, Health Cloud’s health insurance data model, Health Cloud for Member Services, uses standard objects and record types on standard objects to represent such things as a patient’s employment status, insurance coverage, and dependents. From within Health Cloud, you can manage such things as treatment pre-authorization requests and sharing of clinical policy information—and ultimately ensure patients receive optimal care at the optimal time and place.
5. Use standard Salesforce development tools to build Health Cloud apps:
Salesforce understands that every organization has unique business needs that require building unique, custom apps. Salesforce also understands that organizations don’t have the time or expertise to do extensive coding on the Salesforce platform. That’s why Salesforce created the Lightning Platform to enable businesses to quickly and easily create business apps. Using Salesforce Process Builder, you can build complex decisions into your applications to be sure that actions are taken when certain conditions, such as important test results, merit action by care coordinators. As you’re configuring Health Cloud, you can and should be tapping into these same user-friendly Salesforce development tools. For guidance and support on your journey, there’s no better place to turn than Salesforce’s thriving, online end-user community, where you’ll be able to swap stories and pose questions about customizing your Health Cloud platform.
Every healthcare company can benefit from a unified platform for managing relationships with patients and members that also is seamlessly integrated with Salesforce. The same advantages, features, and workflows of Salesforce’s other cloud environments all extend to Health Cloud. To ensure that you’re taking full advantage of Health Cloud and its potential to integrate with your Salesforce ecosystem seamlessly, it’s important to understand that you should be treating prospective patients as your Salesforce leads. You can also use the Health Cloud dashboard to drive improvements to the patient experience and think of your EHR as your Health Cloud’s source data. Finally, using Salesforce workflow automation tools and development tools to build the business environment you want will be vital.
If you’re ready to learn more about how to integrate Health Cloud with your Salesforce ecosystem, please reach out to the implementation experts at Simplus. We’ll be glad to show you how Health Cloud can extend the value of your investment in the Salesforce family of clouds.
Paul is a Principal CRM Strategist here at Simplus. An expert with deep CRM experience in healthcare, telecom, distribution, and financial segments, Paul is a consultant who drives CRM innovations to clear a path for growth in revenue and operational efficiency. He has hands-on experience in developing, marketing and selling CRM Apps and is a proven project leader with skills to lead CRM integrations with payer, provider, telecom, and proprietary operational and financial information systems.