Customer 360 for Health innovations – including new Data Cloud, AI, and automation capabilities – help personalize care experiences in real time and improve time to value, enabling stronger patient relationships.
In a recent survey of healthcare consumers, nearly 80% cited difficulty navigating the care journey — both online and with customer support — as the top reason for leaving their provider. Healthcare organizations are aware of these issues, and cite driving efficiencies and reducing operational costs (79%) as top priorities over the next two years. To help industry, Salesforce has announced new Customer 360 for Health capabilities that help healthcare providers deliver more personalized patient experiences and reduce operational costs.
Healthcare providers need cutting edge technologies, including real-time data, AI, and automation, to deliver the seamless, personalized experiences patients need. 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.
Features announced today create efficiencies and reduce costs for business functions across healthcare operations.
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.
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 care teams can leverage data insights from similar groups to better understand a patient’s health insights.
“The future of healthcare requires trusted, compliant technologies to help deliver greater levels of personalization and automation. Customer 360 for Health, Data Cloud, and Einstein AI use the full power of Salesforce to deliver faster time to value, helping any healthcare organization build more trusted patient relationships at a lower operational cost,” shared Amit Khanna, SVP & GM, Healthcare and Life Sciences, Salesforce.
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.
Tableau Accelerators for Health Cloud are ready-to-use, intelligent dashboards for a variety of use cases, including referral analytics, risk analytics, and insights to reduce “no shows.” Teams can customize Tableau Accelerators and combine them with their data to fit their needs while getting data-driven insights faster.
