Business Overview
The client is a leading healthcare service provider serving thousands of patients annually across multiple locations. They offer a comprehensive range of services, including primary care, specialized medical services in fields like cardiology and pediatrics, preventive care with health screenings and vaccinations, home health care, and telehealth services for remote consultations. Their diverse offerings are designed to meet the community’s varying needs, ensuring high-quality, tailored care for all patients.
Challenges:
The client previously used manual channels to schedule appointments which was hard to manage and created a challenge of long delays and annoyed patients waiting in long queues. The manual approach cost them many employees who tried to balance appointment queries and expert alignment. Furthermore, they lacked real-time data mapping tools, restricting their staff from knowing the availability of doctors, leading to errors in data entry and scheduling conflicts.
- Rescheduling Complexities: The client utilized multiple manual touchpoints and communication methods to contact the patients to reschedule their appointments. This manual process, including phone calls or in-person visits, was lengthy from the beginning and created various challenges affecting their efficiency. Following such a hectic process increases the chances of errors, making it difficult for professionals to manage. Moreover, these existing challenges force the loss of communication between patients.
Rescheduling patient appointments was an inconvenient process that involved multiple manual touchpoints, such as phone calls or in-person visits. This complexity increased the likelihood of errors, leading to frequent miscommunications between patients and staff. - High Missed Appointment Rates: The client applied a manual approach to managing patient appointments with their healthcare professional. However, the process created complexities and posed many challenges, resulting in cancellations and missed appointments. Since patients remained unaware, vacant slots resulted, leading to underutilized resources. This decline affected the client’s revenue and care delivery. Managing cancellations and missed appointments posed challenges for the healthcare provider. High missed appointment rates led to underutilized resources, as scheduled appointment slots went vacant. This affected the clinic’s revenue and also disrupted care delivery.
- Disconnected Patient Data: The healthcare provider faced difficulties due to fragmented patient data, making it difficult to have a unified view of patient appointment histories. This lack of integration posed challenges in managing bookings across multiple clinics and care providers. As a result, healthcare staff often faced various problems while assisting patients, leading to inefficiencies and a less personalized experience without the required context.
Solutions:
We implemented a comprehensive solution to address these issues using Salesforce Agentforce and Health Cloud to streamline appointment management and enhance their overall patient experience.
- Seamless Scheduling via Agentforce Agent: To address the challenge of appointment scheduling, we implemented an Agentforce Agent on the existing patient website. This AI-driven interface enables patients to book appointments in real time, eliminating delays associated with traditional phone-based scheduling. Patients can conveniently manage their appointments through this pop-up, while Agentforce provides agents with real-time booking data, empowering them to assist patients efficiently as needed.
- Streamlined Rescheduling and Cancellations: Our solution allows patients to easily reschedule or cancel appointments directly through the Agentforce Agent, ensuring real-time updates to availability. Agentforce monitors these changes with AI-driven insights, immediately notifying healthcare agents and enabling proactive support. An integrated AI-powered waitlist system within Agentforce automatically fills cancellation slots, maximizing resource utilization and ensuring that agents can quickly rebook canceled appointments, improving operational efficiency.
- Automated Appointment Reminders and Notifications: We automated SMS and email reminders through Agentforce, significantly reducing missed appointments. Patients receive timely notifications about their appointments and can confirm, reschedule, or cancel with a single click within the Agentforce Agent. Agentforce tracks patient responses in real-time, utilizing real-time data analytics to update appointment statuses and alert agents for necessary follow-ups, thus enhancing attendance rates.
- Centralized Management of Patient Appointment Data: We provide healthcare providers with a centralized view of patient appointment histories and visit details by connecting Agentforce with Salesforce Health Cloud. This connection enhances booking accuracy and facilitates better care coordination across multiple clinics. Agents can access comprehensive patient data and appointment statuses through the Agentforce interface, enabling effective management of patient interactions and support through a single pane of glass.
Benefits:
- A user-friendly interface helps patients organize their appointment scheduling process, enhancing patients’ overall experience.
- Organize appointment schedules with administrative management and resource utilization using automated features.
- Automate appointment schedules and reminders offering convenience and reduced rates of missed appointments.
