Provide Agents With the Right Patient Information

SOLUTION: PERSONALISE CONTACT CENTRE EXPERIENCES

Connect patients to the right care, faster.

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

Patient expectations of customer service are changing. As your first point of interaction, contact centres can make or break the patient experience. Powered by Health Cloud, this solution seamlessly integrates EHRs and core systems of record to provide agents with the right patient information at the right time. You can extend capabilities with the AppExchange and Marketing Cloud, and ensure that every agent is empowered to solve inquiries the first time — from appointment scheduling to connecting physicians most appropriate for a patient’s care — 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.

Easy and Effective Inquiry Management
When patients reach out for help, agents can manage inquiries from one centralised 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, personalised service, no matter which agents handle their inquiries. At the same time, agents can be onboarded more quickly, with a reduced need for costly specialisation.

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 centralised 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.

Customer Success Story

“With Salesforce, we can provide a highly personalised 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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The Patient Journey

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Personalised Healthcare Solutions provided by Salesforce

Empower agents to provide personalised healthcare with relevant data from multiple systems all in one convient 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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Put the Focus on the Patient: CRM-Enhanced Healthcare Management

Healthcare & Life Sciences

SOLUTION: PERSONALISE CONTACT CENTRE EXPERIENCES

Connect patients to the right care, faster.

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