Newark, DE, USA, Feb 2023 - DecisivEdge, a business consulting and technology firm, in partnership with Salesforce, has transformed the patient admission process at a top 5 U.S. behavioral health center. This patient-focused recovery center support model is driving value across the organization’s operation by reducing inbound call abandon rates, cutting time to admission, improving patient experiences and call center agent success.
The foundation for these improvements is a call center workflow that integrates and optimizes Salesforce actions. With task-based workflows that incorporate an intuitive user interface (UI) and user experience (UX), call center agents are able to capture information and match patient needs to the right facility quickly and clearly.
"Call center agents are on the front lines of patient care, yet too often their tools are disparate and disconnected," says Karl Fischer, Managing Director CX Transformation at DecisivEdge. "With technology, analytics and a data-driven strategy, we are able to deliver a streamlined desktop workflow that enables these agent to drive a more effective, meaningful patient conversations."
The new recovery center support model workflow moves the agent through stages from point of contact to admission, including an application to schedule patient pickups that integrates with the advisor’s case intake screens. Throughout the development of the call center solution, the DecisivEdge team focused on ensuring that the call center agent has the flexibility to transition quickly from one task to another while maintaining visibility to open areas, fall outs, and next steps to complete an admission.
Further, the solution includes an interface, facilitated by a Boomi cloud enterprise integration Platform as a Service (iPaaS), between EHR and Salesforce for a more intuitive patient admission process. Other tools include a Salesforce-integrated patient financial calculator and patient benefits history application.
Wilson concludes, "We help clients from various industries design, execute and implement a personalized Salesforce strategy. Your business challenges aren’t out of the box, your Salesforce shouldn’t be either."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com
About Salesforce:
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Friday, February 10, 2023
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