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ZealCare offers telehealth services through AIR Engage
ZealCare offers support and health coaching for individuals experiencing chronic pain. These services are primarily delivered through online resources and virtual health sessions.
After weighing options and considering timeline constraints, ZealCare elected to use AIR Engage to offer these virtual health sessions. Here’s why:
To read more about ZealCare’s Salesforce implementation, read this customer story.
For more information about AIR Engage, please contact us.
Salesforce and AIR Connect Help Fern Health Work Efficiently to Provide Better Care for its Members
Fern Health helps individuals manage physical, emotional, and social causes of chronic pain through its integrated approach to patient care. Fern members have access to an interactive mobile application where they can chat with their dedicated health coach, access education materials, participate in activities, and measure progress toward goals and milestones.
The member experience of the app can be broken down into steps.
1. Take initial assessment with the focus on particular body parts.
2. Identify red flag questions, to see if they fit within the program
3. Set up a member profile
4. Evaluate physical and mental risk areas
5. Pair up the patient with a coach, utilize real-time in app secure messaging and coordinating calls between member and coach for in depth coaching sessions.
6. Create a custom program with members that includes different exercises, content around pain, different activities around managing sleep, mental health, and overall treatments. The custom member engagement can last anywhere from 2 to 12 months based upon unique employer and member requirements.
Mobile App Integration with AIR Connect:
A major process that Fern Health wanted to improve was their healthcare coaching platform. The team needed an easy way for coaches to access data, manage appointments, and communicate with members. The AIR Platform team worked alongside Fern Health to integrate their third party mobile application with Salesforce Health Cloud with AIR Connect.
This integration allows coaches to provide better, more efficient care to Fern members by:
CopperHill, Fern Health’s implementation partner, used the AIR Platform to build a tool for efficient and secure asynchronous messaging between coaches and members, accessible inside Health Cloud for health coaches and inside the Fern app for members, to help alleviate communication challenges.
Salesforce Impact
Utilizing Salesforce has allowed Fern Health the opportunity to work more efficiently across health coaches and members. The team at Fern Health worked with Salesforce and CopperHill to optimize Salesforce Health Cloud and Salesforce Marketing Cloud.
Health Cloud’s Role
AIR Connect Impact
Fern Health chose to use AIR Platform because of its integration and HLS expertise, including previous experience with health coaching companies. The AIR Platform enabled CopperHill to work within timeline and budget constraints to deliver a final, exceptional product, which included a real-time custom chat application inside of Salesforce.
CopperHill was also brought in to help Fern leverage the powerful automations and journey features inside Marketing Cloud to encourage member participation within the Fern mobile app.
The Fern team is also working closely with AIR Platform and CopperHill to enhance its data model inside Salesforce, sharing even more information across its mobile application, Health Cloud, and Marketing Cloud.
For more information about AIR Connect, please contact us.
Private Medical Simplifies Patient Intake with AIR Connect
Project Goals:
Eliminate Duplicate Efforts
Private Medical utilizes AIR Connect, Salesforce, and Elation Health to save time, eliminate duplicate tasks, reduce manual entries, and prevent errors from manual updates. Private Medical can now seamlessly share information such as scheduling, patient intake details, appointments, and clinical information between Elation Health and Salesforce.
Patient Intake Simplified Through AIR Connect
Implementing AIR Connect has allowed Private Medical to efficiently provide medical care through an easy-to-follow patient intake process. Patient information, such as name, address, and other demographic details, is captured inside Salesforce. Once the intake process is completed, AIR Connect automatically pushes that patient and information over to Elation Health, creating a new patient record in the EHR. Prior to AIR Connect, this patient creation process needed to be completed twice – one time in each system.
Once a patient books their first visit with Private Medical, their appointments are created inside Salesforce and data is pushed to Elation Health in real-time. Some examples of initial visit data that are transferred between platforms are patient demographics, visit status, and Visit Notes.
Visit Notes are a brief synopsis of what the patient is coming in for, or any other important information for providers. These notes hold data in Salesforce, and then create the Visit Notes template in Elation Health. Elation Health then displays the Visit Notes to the Provider to whom it was assigned. Private Medical would need to manually create the appointment for the visit and then manually open a Visit Note to document the clinical details of the visit. Now with AIR Connect, once the appointment is scheduled the Visit Note is automatically created and the clinical teams can document and sign off on their notes in an efficient manner.
Security and Transparency
With the assistance of AIR Connect and our internal web-hook system, Private Medical integrated their platform with Salesforce and Elation Health. Not only is the data able to transfer successfully but it aligns with all HIPAA compliance policies. Additionally, the Elation-Salesforce integration lets the Private Medical team use Salesforce’s powerful reporting capabilities with data from Elation. This will offer a lot of transparency into which services, treatments, and tests are performed. It will also give Private Medical the ability to track physician referrals for new members, and report on those referrals.
AIR Connect is built on AWS. It leverages the world’s most powerful computing platform and cutting edge technology. By using AWS products, we can offer a middleware tool that is more efficient, scalable, and secure than similar products.
Opportunities in the Future
The AIR Platform is excited to expand the Salesforce-Elation Health connection at Private Medical. Plans for enhanced data sharing include:
Please contact us if you have any questions related to our integration services or our Elation Health Connector. For more information about Private Medical, please visit their site here.
Company Name: Convergence Telehealth
Industry: Healthcare / Life Sciences
Segment: Providers & Patient Care
Executive Sponsor: Vice President of Operations
Products Purchased: AIR Engage, AIR Connect
Partners Involved: CopperHill
Convergence (Telehealth) is a healthcare provider network that expands the services of its partner organizations. Convergence mostly works with skilled nursing facilities, health care systems, self-insured organization employee plans, and Medicare Advantage plans to offer telehealth services to different participant groups. They were using Salesforce to manage support requests and cases, and they were using Zoom and phone calls for virtual appointments.
Convergence recognized that a better, enhanced telehealth offering would alleviate technology challenges with partners and improve patient care. They signed on to work with our partner, CopperHill Consulting, to simplify telehealth appointments, increase patient security, and eliminate administrative tasks.
Enhanced Telehealth Offering for Partners
Convergence purchased licenses for our AIR Engage product. It is a fully integrated Telehealth solution inside Salesforce that simplifies virtual meetings, increases security, and enhances productivity.
Before AIR Engage, providers working with Convergence relied on their own technology to conduct virtual appointments. They primarily used Zoom and phone calls. AIR Engage inside Salesforce gives users a consistent experience. They don’t need to download or manage multiple applications – everything they need is inside Salesforce.
AIR Engage’s scheduling feature was configured to route appointment and support requests through Salesforce Omni-channel. The team customized rules and logic to consider a provider’s availability, the provider’s specialty or skillset, and the patient’s coverage. This allows for patients to self-schedule appointments, and Omnichannel matches available, covered providers with patients needing care.
This new offering is very intuitive to providers. They simply log on, make themselves available, and accept requests, cases and join appointments as they come in. AIR Engage kicks off an automation that updates the appointment information in Salesforce, including Owner, Provider, Attendees, and other details that can be used for reporting, claims processing, and billing.
A Better Telehealth Experience for Patients
Patients now have access to a patient portal powered by Salesforce Communities. In these, patients can view past appointments, join & schedule upcoming Telehealth appointments, and request support.
AIR Engage and Salesforce Communities ensures patient safety and security. Multi-factor authentication, 256+ encryption, and restrictive permissions keeps this Telehealth solution HIPAA and BAA compliant.
Convergence can easily offer different patient experiences for patients in different programs by modifying simple configurations. This includes customized branding, support resources, and of course available providers for Telehealth appointments based on the program in which the participant belongs.
Automated Community User Updates
Convergence leveraged AIR Connect to automatically import, update, or remove participants and enrollees in Convergence’s partner programs. This information is stored in a file on an SFTP site. AIR Connect pulls the file from that location and successfully loads it in Salesforce. Checks for attribute updates, records added, and statuses changed are completed and triggers make the necessary adjustments.
Convergence is able to eliminate a lot of administrative tasks by automating this process. Using AIR Connect to pull and import the file removes the need to manually check for data discrepancies. AIR Connect automated the process of creating, enabling, and deactivating community users. This saves time and ensures patients have the right access – or no access – to their appropriate patient portals.
Please contact us if you have any questions related to our Telehealth Solutions. For more information about Convergence Telehealth, please visit https://convergencetelehealth.com/.
Flowonix Medical Inc. seeks to relieve its patients from chronic pain through an implantable pump that delivers medication. It manufactures and sells these devices to hospitals and physicians. Because of the critical health implications of its business, Flowonix needs to have complete transparency and knowledge of where its devices are at all times. This includes when they are in an inventory warehouse, traveling with a salesperson for meetings, or implanted into a patient.
Flowonix knew the Salesforce UI would be perfect for Sales and Service: it is intuitive, mobile, and highly customizable. But in order to make the most of the investment, they needed it connected to their ERP – Microsoft NAV.
Implementation: Take Two
Flowonix was eager to use Salesforce. However, it was forced to dismiss its original implementation partner after failed efforts to integrate NAV. After several discussions, they replaced that partner with CopperHill Consulting. Flowonix felt confident this change would result in a successful project.
CopperHill kicked off detailed discovery and requirements gathering sessions. The team outlined the best way to configure and customize Salesforce with NAV integration to meet Flowonix’s goals and needs:
1. Integrate Salesforce and NAV
2. Simplify approval processes
3. Establish custom pricing per customer
4. Automate inventory tracking
5. Enable salespeople in the field, while enforcing key processes
Essential Integration between Salesforce and NAV
Flowonix’s number one priority in kicking off this project was to ensure a seamless, bidirectional data sync between Salesforce and NAV. This integration ensures accuracy with Flowonix’s inventory tracking, custom pricing models, products and services available to customers, correct patient and billing information, and order statuses. It also provides the essential status and approval updates to sales teams as orders work their way through the stages of Flowonix’s complex sales cycle.
CopperHill’s middleware tool called AIR Connect met all of Flowonix’s requirements. It is a lean tool built on the AWS Platform known for its reliability, scalability, and security.
Using AIR Connect to power the integration with NAV enables Flowonix to scale and add more points of integration without compromising the performance or speed of Salesforce or NAV.
A Complex Account Onboarding Process
Flowonix sells its device to doctors, hospitals, and healthcare providers, though the end-user of the product is the patient. Leads, Contacts, Accounts, and Opportunities needed significant configuration to fit Flowonix’s complex business model and to accommodate the different types of objects and activities that should be associated with patients, doctors, or hospitals. Flowonix also required different levels of permission and security. This is especially important for Flowonix to keep in compliance with HIPAA regulations.
Before Salesforce was implemented, a lot of this work was done by hand and executed through paper transactions, requiring the same information to be manually entered into NAV at a later date.
Now, when new Accounts or Opportunities are created, the Flowonix team member is guided through an onboarding process. Salesforce, Conga Composer, and Conga Sign make it easy for Sales to gather and input the required information through a series of prompts and electronic forms. That information is used to generate new documents, shared for electronic signature, and fed back into Salesforce and NAV for updated recordkeeping and fulfillment.
Notifications, requests for approvals, and task assignments are automatically created through Salesforce to keep the process moving forward.
Custom Pricing Modules Made Easy
Part of Flowonix’s Account onboarding includes setting the customer’s pricing that needs to undergo management approval. CopperHill developed a custom object to guide the process and allow users to store customized pricing on the Account record so that it can be easily referenced. Before Salesforce, it was only visible within NAV which was a big pain point for the sales team during quoting.
With this, the user has the ability to select which products to include for the account, update pricing, set discounts, and automatically send to management for approval. No edits can be made to records while approval is pending – this ensures integrity of the records.
This pricing solution also uses Conga Sign. Once internal approvals are made, final pricing is sent to the customer for e-signature. After Flowonix receives the signed document, the onboarding documents are finalized.
Automate Patient Tracking, Order Placement, and Fulfillment
As mentioned earlier, Flowonix needs to track where its devices are at all times – this includes understanding which devices have been implanted into which patients. Up until this point, Flowonix’s customers and patients had no choice but to rely on paper documents to log implanted devices. Most of this was done by printing, handwriting, and faxing.
Often Flowonix sales representatives would go onsite to complete the implant device and order forms, which led to difficulties deciphering handwriting and sometimes significant data loss. The Flowonix order processing team would then manually digitize the paper documents by entering the details into spreadsheets.
Implementing Conga with Salesforce has drastically improved and streamlined these processes for Flowonix. Conga Composer and Sign combined with Salesforce Flows enables physicians and patients to digitally complete these forms for patient tracking and order placement. The integration with Salesforce and NAV pushes the patient and order information directly where it needs to go to kick off the fulfillment process. This saves Flowonix time, ensures accurate data capture, and eliminates the risk of error associated with duplicate data entry.
A Mobile Sales Team
Mobility was one of the biggest attractors that drew Flowonix to Salesforce. Since the external salespeople at Flowonix are constantly meeting with patients, physicians, and hospital administrators, it is crucial that the team can easily input and access notes, create and modify opportunities, and update inventory records from the field. Flowonix’s sales team can do all this from the Salesforce app. Most of them use a Flowonix issued iPad.
CopperHill also built a custom Salesforce component with logic to act as a system of controls for Opportunity and sales order creation. Sales can only select products that are both available to the customer and available in inventory. The Salesforce-NAV integration ensures that only the correct products can be ordered. This custom component also allows Sales to track and transfer inventory between each other, since most of them keep inventory on their persons at any given time.
The power of Salesforce, Conga, and CopperHill
By integrating Salesforce and NAV with CopperHill AIR ensures all parties at Flowonix have the most accurate and up-to-date information on inventory and opportunities. This integration paired with Conga Composer and Sign saves time, reduces the risk of errors, and enables transparency, all while keeping in compliance with Flowonix and HIPAA regulations.
Please contact us if you have any questions about our Integration capabilities. You can learn more about Salesforce or Conga on their company websites. For more information about Flowonix Medical Inc, please visit https://flowonix.com/.
Company Name: Constellation Health Services
Industry: Healthcare / Life Sciences
Sub-Industry: Home Health Services
Products: AIR Healthcare Data, AIR Connect
Partners Involved: CopperHill
Constellation Health Services offers community-based home health, palliative care, hospice, non-medical home care, school-based OT/PT/ABA, and in-home ABA therapy through our broad network of providers. It services the Northeast region of the US.
Constellation Health Services faced a number of obstacles that impacted day-to-day tasks:
These obstacles had downstream effects on how quickly Constellation Health could scale and grow.
The team licensed a CRM to organize patient data; though there was no consistency across logging calls and activities. This made sales forecasting and efficiency measuring nearly impossible. The team knew that the sleek, intuitive Salesforce Platform would be easier to use and capture end-user activity. Salesforce paired with adherence to well-defined, internal processes would bring transparency and effectiveness to their pipeline.
The team also understood how important it is to track what business is coming through hospital referrals. However, they had no technology to process this and they were forced to capture what details they could on multiple spreadsheets. This method of accounting for referrals was very manual and error prone. Constellation Health Services needed something more powerful. Our partner, CopperHill Consulting, designed a custom approach to tracking referrals, at a more simplified level, in order for Constellation Health Services to track these more efficiently.
Lastly, Constellation Health Services needed to refresh their healthcare provider data. A lot of the hospital and doctor information stored in their Contacts and Accounts was outdated or incorrect. The team had no way to cleanse or check this data beyond having a person manually search for each individual’s or account’s updated details. This was costing time and manpower that Constellation Health Services couldn’t afford. To aid in resolving this dynamic, they purchased a AIR Healthcare Data subscription with AIR Connect. This gives Constellation Health Services access to a library of over 629,000 verified, accurate records filtered to their specific requirements – doctors and hospitals within the taxonomies and geographies which they work. This library is refreshed every two weeks. Any existing Contacts and Accounts are updated with accurate information while new providers or hospitals in the dataset are automatically created as new Accounts and Contacts right in Salesforce. This allows Constellation Health Services to keep provider and hospital data up-to-date and identify new potential opportunities to grow their business.
How Salesforce and AIR Solutions bring big benefits to Constellation Health
Constellation Health Services can leverage the powerful Salesforce Platform as its engine for growth. By using the Salesforce Platform, Salesforce Sales Cloud, Salesforce Health Cloud, AIR Healthcare Data, and AIR Connect together, Constellation Health Services has a centralized interface to target potential accounts and opportunities, track calls and activities, and measure effectiveness and referrals. This combination of solutions saves time, prevents errors, enables growth, increases effectiveness, and brings transparency to the Constellation Health business development and sales teams.
Please contact us if you have any questions related to our Healthcare Data solutions. For more information about Constellation Health Services, please visit https://www.constellationhs.com/.