About Client
MST (A Mastek Company) has partnered with Community Wellness Ventures (CWV), a free-standing Mental Health and Disability Services Clinic located in Washington, D.C. to deliver a comprehensive solution for their growing business based on Salesforce Health Cloud. Using to unify data from disparate EMRs and automated processes previously tracked in spreadsheets, MST has enabled CWV to unify Consumer data across service lines, modernize and automate workflows, and realize efficiencies necessary to scale quickly.
The Challenge
Experiencing exponential growth, CWV saw its processes and system challenges becoming an impediment to more growth. Spreadsheet-driven processes, limited external/remote access options, and disparate primary data sources (two separate EMRs for separate service lines) created significant complexity in business workflows and made it challenging for staff to access the data they needed about key patient management data (status, scheduling, billing, etc.).
Also, like most other healthcare organizations, CWV has also had to adjust to the new realities that COVID-19 has introduced. The way CWV engages with their Consumers and interacts with staff has changed completely in 2020. Engaging referrers, patients, and service providers alike suddenly became even more complicated and required significant manual / offline efforts to keep the business running steadily.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Efficient maintenance of fighter-jets at distributed locations.
- Manage spare parts inventory within budget, space, and time constraints.
- Forecast parts failures.
- Efficient maintenance of fighter-jets at distributed locations.
- Manage spare parts inventory within budget, space, and time constraints.
- Forecast parts failures.
Solution
After collaborative design and ideation, MST Solutions implemented a solution centered on Health Cloud with key integrations and leveraging Community Cloud to broaden access to internal and external users alike. Health Cloud’s built-in data model quickly adapted to CWV’s Consumer care processes. The full journey of the Consumer is now tracked and centralized within Salesforce. from Consumers’ initial referral and intake, through handling of provider assignments and on-going care for the Consumers, and the eventual offboarding and aftercare support. The full 360 view on Consumers is now at CWV staff’s fingertips with Health Cloud acting as the connecting hub across multiple key systems.
The system leverages Salesforce’s core Lead Management capabilities for CWV’s Intake and Referral Solution. and ongoing care and appointment management is handled through out-of-the-box Health Cloud capabilities, allowing authenticated users to quickly gain insight into where a Consumer is in the lifecycle of care. Clinical data from two EMR’s, Antworks and Therap, is also integrated into the system, so the internal users are able to quickly and securely view select elements of clinical data efficiently. Additional integrations support other business processes for remote service sessions.
- Expertise in developing mathematical models for probabilistic events.
- Ability to develop and deliver complete solution to business users.
- Timely delivery.
Solution
After collaborative design and ideation, MST Solutions implemented a solution centered on Health Cloud with key integrations and leveraging Community Cloud to broaden access to internal and external users alike. Health Cloud’s built-in data model quickly adapted to CWV’s Consumer care processes. The full journey of the Consumer is now tracked and centralized within Salesforce. from Consumers’ initial referral and intake, through handling of provider assignments and on-going care for the Consumers, and the eventual offboarding and aftercare support. The full 360 view on Consumers is now at CWV staff’s fingertips with Health Cloud acting as the connecting hub across multiple key systems.
The system leverages Salesforce’s core Lead Management capabilities for CWV’s Intake and Referral Solution. and ongoing care and appointment management is handled through out-of-the-box Health Cloud capabilities, allowing authenticated users to quickly gain insight into where a Consumer is in the lifecycle of care. Clinical data from two EMR’s, Antworks and Therap, is also integrated into the system, so the internal users are able to quickly and securely view select elements of clinical data efficiently. Additional integrations support other business processes for remote service sessions.
- Expertise in developing mathematical models for probabilistic events.
- Ability to develop and deliver complete solution to business users.
- Timely delivery.
MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.
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Client, XYZ Company
Technologies Used
- Health Cloud
- Community Cloud
Integrations
- Antworks EMR & Practice Mgmt
- Therap EMR
- Health Cloud
- Community Cloud
Integrations
- Antworks EMR & Practice Mgmt
- Therap EMR
“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”
Results
With Salesforce now acting as the centralized Consumer database, CWV is realizing new efficiencies such as streamlined processes and insights offered by real-time dashboards and reports to continue their rapid growth. Their integrated Health Cloud and Community Cloud solution is allowing them to deliver high-quality experiences to their Consumers, referrers (partners), and staff alike.
- Disparate EMR data integrated for 360 patient view
- Streamlined referral process
- Business Growth Insights via Reporting / Analytics
- Automated workflows
- Disparate EMR data integrated for 360 patient view
- Streamlined referral process
- Business Growth Insights via Reporting / Analytics.
- Automated workflows
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
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