Provider Relationship Management with Salesforce

Solving the Use Case

Overview

With the right configuration, Salesforce Health Cloud empowers providers to build strong physician relationships that drive referrals.

Let's work towards solving this use case with Salesforce Health Cloud.

First of all, we define the personas, permissions, and roles in Health Cloud. These roles all seek to improve collaboration between healthcare providers. The basic ones include:

• Provider Relationship Management Admin
• Physician Liaisons
• Data Analyst

Physician Relationship Data Model

Our Health Cloud configuration relies on a combination of standard and custom objects representing relationships, physical locations, specialities, and physicians.

The most basic object model looks like this:

• Healthcare Facility
  This is based on the standard "account" object and serves as a representation of the healthcare system. Account-account and account-contact relationships can be used to connect other clinical or non-clinical organizations. Hierarchies can be created for multi-site networks with parent/child relationships.
  
  Fields in this object can store location details, specialities, number of beds, facility class, operating hours, patient ratings, and more.
• Physician
  This object is based on the standard "contact" object and stores data related to clinical staff. Contact-to-contact relationships can be configured to show connected professionals, like doctors and nurses. Physician records are often related to the healthcare facilities they work at via the "Healthcare Facility" object.
  
  

  Fields in this object can store details like specialities, patient ratings, and more.

• Accreditation
  The accreditation object is designed to store certifications, licenses, and educational histories of physicians and other clinical staff. This facilitates the discovery of referral or partnership opportunities based on a physician's level of credibility.

The relationships between healthcare facilities, physicians, and accreditations allow physician liaisons to drive high performing partnerships. We build the following features to solve the provider relationship management use case for providers:

• Discover new providers by location, specialty, and NPI number with an integrated NPPES search component
• Generate new leads and intake providers through self-service web forms, the NPPES registry, or a referral list upload
• Track performance by account, physician, and campaign across real-time dashboards

These features allow providers to build, grow, and retain relationships that drive more revenue.