April 14, 2023 – Salesforce announced new Customer 360 for Health capabilities that help healthcare providers deliver more personalized patient experiences and reduce operational costs.
Customer 360 for Health helps healthcare and life sciences organizations enhance the overall care experience with the full power of Salesforce technology, including real-time data from Data Cloud, Einstein AI, and automation with Flow. This includes automating manual processes like prior authorizations, intake, and patient scheduling.
Here are some key features:
- Home Health helps automate the intake and scheduling process for in-home treatment using scheduling workflows to convert prior authorizations into scheduled visits based on patient preferences. Now, home health schedulers can manage appointments and care professional assignments on one platform while visiting health professionals can easily access patients’ data, including preferences and medication information, to help monitor care plans from the road on their personal device.
- Open Image ModalSalesforce Home Health gives clinical and non-clinical teams efficient tools to automate intake workflows, optimize scheduling and routing, and seamlessly conduct home visits while improving collaboration at every step.
- Data Cloud for Healthcare enables healthcare and life sciences organizations to connect and activate clinical and non-clinical patient data from multiple sources, including electronic health records (EHR), social and behavioral data, assessments, and more, into a real-time patient profile. These unified health insights can help organizations identify potential risks, determine therapeutic approaches, and educate patients with personalized communication and real-time patient engagement. Further, with Einstein Predictions layered in, care teams can leverage data insights from similar groups to better understand a patient’s health insights.
- Patient Contact Center is a pre-configured agent console that provides a comprehensive view of the patient using MuleSoft Direct for Health Cloud to access EHR data. This helps healthcare organizations optimize patient interactions in real time, including scheduling appointments, billing, and updating insurance information. Features like Action Launcher let agents automate workflows to serve patients faster, while Einstein Article Recommendations provides call center agents with AI-surfaced knowledge article recommendations based on common topics patients most frequently need help with — like insurance coverage and existing claims. Further, with a HIPAA-compliant voice channel, agents can manage calls with patients while keeping their information private and secure.