Salesforce Experience Cloud (formerly Community Cloud) has expanded the concept of a healthcare portal from transactional to experiential.
In this post, we’ll first look at a popular portal use case in healthcare, then dive into how Salesforce has promoted the concept of the portal into a richer, more personalized user experience across a wider healthcare industry audience.
The Traditional Healthcare Portal
The word portal comes from “porta,” the Latin word for “gate.” In technology, “portal” became widely adopted as “a website or web page providing access or links to other sites.”
In healthcare, a patient can self-serve across a number of areas via a secure portal. Hence, the widely adopted term “patient portal.”
Patient Portal Functions
A typical set of options includes:
- Manage your appointments
- Request prescription refills
- Schedule a flu shot
- Communicate with your doctor
- Pay your bill
- View your medical record
At its core, a patient portal is a way for a patient to interact with portions of their EMR record. It is mainly a transactional system—view, schedule, pay, etc.
Beyond The Portal
Salesforce Health Cloud is sometimes deployed as the “patient relationship” adjunct to an EHR system.
Health Cloud is also deployed in a variety of different healthcare and life sciences environments.
Since Salesforce is often tailored to an organization’s specific requirements, Experience Cloud can be configured as a portal that mirrors an organization’s custom functionality and workflows.
In healthcare, Experience Cloud has been used to create experiences for a wide range of contingents, including:
- Hospital Staff
- Medical Device Manufacturer Staff
Experience Cloud Healthcare Use Cases
The ways in which Experience Cloud can be deployed and put into use are virtually limitless. Here are several real-world examples in which J2 has played an active role.
Prior Authorization Requests & Status
PRIA Healthcare acts as a liaison between medical device companies and payers to help obtain prior authorizations for procedures.
Using a personal Salesforce Experience Cloud login, physicians can submit cases directly to PRIA in order to obtain prior authorization. Medical device manufacturer staff can view the status of provider submissions that involve their products.
Fast Tracking Hospital Shift Changes
Frederick Health is a multi-specialty medical group in Maryland. Screening high volumes of employees during shift changes caused unacceptably long delays at screening points.
Now, before leaving for work, a staff member can log into Salesforce Experience Cloud and complete an assessment questionnaire. This fast tracks the shift change screening process when they arrive at the facility.
At Boston IVF, J2 set up Salesforce Experience Cloud to create three surveys to match the three main stages of patient interaction with Boston IVF.
Branching logic was added to each, and now Boston IVF staff can view survey results in tabular or graphical format. Results can be broken down by patient, location, and/or employee.
Customized Training of Paraprofessionals
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Shared Access to Clinical Research
An in-progress project, Experience Cloud will be used by the research arm of a Boston-area university to share clinical research among those at other research institutions.
People at those other research institutions can, in turn, share their research information with the university.
Online Prescription Management
As part of an underway deployment, Salesforce Experience Cloud will manage customer interactions for an online pill-dispensing service. Customers will be able to add their prescriptions and insurance information via an Experience Cloud login.
Salesforce will also be used to manage inquiries as well as customer payments, pill deliveries, and notifications (via SMS and email).
Deployment of Experience Cloud
Across different areas of its platform, Salesforce provides as many “low code/no code” options as possible.
Experiences can be deployed using a combination of pre-configured templates, point-and-click builders, and components. Off the shelf or custom components can be dragged and dropped onto a page.
With Experience Cloud, the time from concept to design to deployment is much faster than with hand-coded solutions.
J2 Interactive is an award-winning software development and IT consulting firm that specializes in customized solutions for healthcare and life sciences.
To discuss how Salesforce Experience Cloud can shorten the deployment time for your employee, customer, or patient-facing project, please get in touch with us.