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Streamlining Patient Care: Salesforce Health Cloud Meets Third-Party Integration

industry

Industry

Healthcare & Life Sciences

industry

Sub Industry

Hospital & Healthcare

industry

Products

Salesforce Health Cloud

industry

Services

Salesforce Development Services

industry

Location

USA

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65%

Boost medical staff productivity

60%

Improving customer experience over time

85%

Reduced manual effort and data loss

Overview

Twig Health, an NYC-based BPO company, provides innovative care management services tailored to the new value-based healthcare market.

Twig’s scalable solution offers an AI-guided, digital-first care management team to redefine healthcare services. Inspired by retail customer success methodologies, Twig combines AI for case prioritization and digital touchpoints to complement human interaction for a revolutionary approach to care management.

Challenges

  • Lack of Pre and Post Surgery Support: The limitation of phone-based communication resulted in inadequate engagement and restricted scope.
  • Unavailability of Device data and feedback surveys: The lack of automated capture for patient monitoring data across various devices presented a challenge.
  • Difficulty in calculating billable hours: Inadequate information and untracked activities for billable hours resulted in billing inaccuracies.

Solutions

Enhancing Patient Experience and Communication with Seamless Integration of Medent, FitBit, BodyTrace, Twilio, and Zoom with Salesforce Health Cloud for Improved Data Synchronization.

 

  • Medical Record Synchronization – Set up Health Cloud and integrated Medent EMR to capture patient details, created care plans, synchronize data with the EMR in one go, and integrated multiple systems.
  • Capturing Device Data – Patient FITBIT and BodyTrace devices were integrated into the Health Cloud with user authentication, allowing all necessary data to be captured with the patient’s health record and reducing manual efforts.
  • Expedited Billing & Invoicing Process – Added a tracking option to monitor medical staff hours and activities for specific patients, ensuring accurate billing and payments.
  • Simplified Pre-Post Surgery Consultation – The system was integrated with Twilio to facilitate constant communication between patients and healthcare providers through inbound and outbound calling features within Salesforce. Calls were recorded and stored on Twilio, ensuring a log for future reference.
  • Added Video Consultation Service – ZOOM was integrated with Salesforce to enable instant video calls between medical staff and patients, with options for call recording and call tracking within Salesforce.
  • Streamlined Feedback Collection – Custom SMS reminders and messages were sent to patients using Twilio, configured through Salesforce. Survey forms were also distributed via SMS, and patient feedback was collected and stored in Salesforce.
VIEW COMPLETE SOLUTION

Benefits

  • Centralization in system helped them in alignment of data across different sources.
  • Patient satisfaction rates have been enhanced.
  • Billing & invoicing cycles are regulated.
VIEW ALL BENEFITS
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