As a Salesforce Expert Navigator, Penrod has implemented 100's of incredible Health Cloud platforms, solving paint points across marketing, operations, administration, and more. After 11 years of implementations, here are our favorite Salesforce Health Cloud case studies.
Summarizing Transfer Patient Details
Industry: HospitalsOur client, a globally recognized acute care hospital, ranks among the top 1% of hospitals in the United States across ten adult specialties. Their transfer program ensures critical access to lifesaving care for patients whose needs exceed what their current hospital can provide. In these situations, timely intervention is crucial for optimal patient outcomes.
Our client offers ambulance or air transportation to facilitate rapid patient transfers for patients with urgent cardiovascular or other emergencies. However, they faced an administrative challenge: quickly summarizing the conditions of newly transferred patients.
Recognizing the need for a more efficient way to summarize critical patient information for timely treatment, physicians sought an improved solution. Our client's internal innovation team created an AI-driven machine learning algorithm to condense patient details swiftly. However, they needed an effective method to capture data from referring providers.
Penrod partnered with the client and its innovation team to create a solution that transforms manual processes through artificial intelligence. Clinical resources no longer need to manually summarize patient records, allowing them to concentrate on what they do best: providing personalized patient care.
Improving In-Home Care
Industry: Home Health CareOur client provides outstanding, personalized in-home support tailored to the unique needs of individuals across California. Committed to delivering high-quality care for people of all ages, including those with developmental disabilities, they invest in innovative solutions prioritizing compassion and care.
Like many healthcare providers, they relied on paper forms to manage client intake and provider onboarding. These forms required patients to manually submit personal information, clinical histories, and details about their home environment.
The existing system had limited options for connecting clients with suitable providers for their specific needs. They couldn't match clients and providers based on crucial factors like proximity, services offered, or unique care requirements.
These manual processes led to delays and inefficiencies in care coordination. To better serve more people in California, our client recognized the need for streamlined, automated processes enhanced by cutting-edge technology and sought a partner to support this transformation.
Through their partnership with Penrod, they created digital self-service applications that simplify client intake, automate care plan workflows, and improve data management. This transformation has significantly enhanced care coordination, allowing caregivers to connect more effectively with clients according to their specific needs and proximity.
Scheduling Medical Transportation
Industry: Medical TransportationOur client ensures rapid, affordable, and life-saving transportation by matching patients with suitable care options, scheduling transfers, and coordinating everything from pre-authorization to medical management. For our client, Salesforce Health Cloud is essential for their call center operations. However, they struggled to find Salesforce staff with healthcare expertise and full-stack skills, often referred to as “Salesforce unicorns,” which can be challenging and costly to locate.
While they planned to build an internal admin team, they needed a quick solution to fill the gap. They sought a managed services partner within the Salesforce ecosystem for the required expertise and flexibility.
By partnering with Penrod, our client has optimized its Salesforce Health Cloud platform, streamlined workflows, and improved operational efficiency. This collaboration allows them to concentrate on what they do best: providing timely and affordable medical transportation to patients in need.
Increasing Patient Acquisition
Industry: Mental HealthOur client specializes in delivering top-tier mental healthcare designed to address the unique challenges veterans and service members face. They identified an internal bottleneck during patient intake, prompting the need for a dedicated patient acquisition and intake platform to expand access further.
To address this challenge, Penrod proposed its Patient Acquisition and Intake Accelerator, a comprehensive solution aimed at creating a consistent patient acquisition process. The accelerator is designed to increase patient volume, monitor campaign performance, and provide insights to drive revenue growth—all within an expedited timeframe.
Streamlined onboarding now reduces barriers to entry, while automated follow-ups ensure ongoing patient engagement. By offering a seamless, personalized experience, these platforms enable healthcare providers to attract and retain more patients, ultimately boosting overall patient volume.
Our client can also oversee various initiatives to increase patient volume. Penrod’s Health Cloud configuration empowers its marketing team to organize omnichannel community events, outreach programs, and other marketing strategies across email, phone, and social media.
Implementing Salesforce Health Cloud has equipped our client with strong reporting capabilities that deliver valuable insights throughout a consistent acquisition journey. These insights are crucial for identifying the most effective acquisition strategies, from referrals to organic outreach.
Convenient Patient Self-Service
Industry: Pediatric CareOur client, a leading pediatric care provider, needed to improve their patient healthcare portal. The portal was the main point of engagement for parents and their children. To make it easier for busy parents to access care, they identified areas for improvement in patient registration and scheduling.
Penrod created a more intuitive registration system that accommodated complex family structures. Parents with multiple children could easily add family members from a single interface with an updated object model and improved forms.
Appointment scheduling is a crucial feature of any healthcare portal, but our client wanted to elevate the experience. Penrod refined look-ahead functions in Experience Cloud, helping parents book appointments that fit their busy schedules more efficiently.
Additionally, Penrod configured field formulas to notify parents when their child needed a checkup or immunization, eliminating the hassle of tracking these manually.
This Salesforce Health Cloud case study exemplifies the transformative power of digital innovation in healthcare. By harnessing advanced technology and focusing on user experience, we can significantly enhance the critical aspects of patient care.
Credentialing Physicians Faster
Industry: Mental HealthOur client, a premier mental health services provider across multiple states, onboarded new physicians with an outdated, manual provider credentialing process.
Credentialing physicians in mental health requires extensive data collection, verification, and input across numerous departments, from HR to regulatory compliance. As a result of our client’s manual credentialing processes, delays impeded their ability to get new physicians up and running quickly.
The switch from manual processes to an automated credentialing system brought numerous benefits across the organization, from finance to patient care. What was once a lengthy and unclear process is now fast and predictable. Reduced onboarding times allow new providers to engage with patients more quickly.
Thanks to Health Cloud, revenue drops from onboarding delays are a thing of the past. Quick onboarding ensures consistent revenue flow, enabling our client to invest in its mission and reach more patients. Additionally, by eliminating errors, the new system dramatically reduces legal risk.
Clinicians felt the transformation. Submitting credentials and navigating onboarding is no longer a chore but a streamlined interaction that reflects our client’s commitment to operational excellence.
Streamlining Lead Management
Industry: Medical DeviceAwair empowers users to improve indoor air quality for better health and safety at home, school, and work. To achieve this, they partnered with Penrod to develop a scalable technology solution to enhance their sales, streamline lead management, and ensure data integrity.
With their current CRM set to expire in just three weeks, Awair and Penrod needed to act quickly to replace the existing system. Awair's clear vision made them an ideal candidate for Penrod’s Salesforce Automation Accelerator, designed to help healthcare and life sciences companies implement Salesforce effectively alongside critical business processes.
While the primary focus was replacing the existing system, Awair’s alignment with Penrod’s structured approach allowed both teams to work while quickly integrating new functionalities from previous solutions.
Thanks to Health Cloud’s scalability, Awair is ready to onboard new business units with a modern solution supporting growth. As the business expands, Salesforce enables efficient onboarding of new team members through a standardized process, eliminating the need for spreadsheets and disparate data.
Automating Prior Authorization
Industry: Health InsuranceOur client is a local nonprofit managed care organization dedicated to improving the health of Texas residents. They provide one of the largest portfolios of affordable or no-cost plans, serving a vast provider network. Previously, they relied on utilization management (UM) to manually evaluate procedures, tests, and medication requests. They sought automated solutions to enhance member experiences, reduce administrative work, and lower operational costs.
Health Cloud established clear standards for providers to submit complete and accurate authorization requests from the start. Digital, web-based intake forms provided self-service options, significantly reducing administrative workload by lowering call and fax volume.
Portal requests are now organized, accessible, and trackable cases in Health Cloud. Additionally, standard workflows automated manual processes, enabling patients to connect with needed care faster than ever.
Streamlining Clinical Trials
Industry: Medical DeviceOur client is a patient-centered, results-driven pharmaceutical company on a mission to develop life-saving therapies for individuals with rare diseases. To improve the experience during these critical trials, our client aimed to create a system that offers optimal support. They turned to the healthcare experts at Penrod for guidance.
They envisioned a centralized platform designed to work seamlessly with healthcare partners. This platform would identify patients, verify eligibility, coordinate appointments, and automate communication.
Penrod assessed the client’s development process alongside patient journeys and recommended a custom Salesforce Health Cloud instance. Health Cloud provides a comprehensive view of the patient, integrates with existing claims systems, and offers the tools needed for exceptional healthcare experiences.
With this solution, patient information is securely centralized and accessible to the entire healthcare ecosystem, enabling our client to deliver compassionate care throughout life-saving drug trials.
Personalized Member Engagement
Industry: Health InsuranceOur client is a leading health insurance company focused on telemedicine, transparent health expenses, and healthcare-focused technology interfaces. As a result of their exceptional service, the company experienced tremendous growth. Without an automated engagement platform, the company was at risk of losing its patient-centered edge.
Using Health Cloud and Pardot, our client automates communications to targeted populations using powerful segmentation tools. Thanks to Pardot’s dynamic content capabilities, their team can personalize communications to each member based on multiple demographics, increasing open and click-through rates.
With Pardot’s powerful analytics and ROI reporting, the team can also measure the success of campaigns, allowing them to boost engagement.
Today, our client uses Pardot to increase engagement and grow their business. Because the platform is scalable, the team is now fully prepared to sustainably bring on more and more patients.
Replacing Spreadsheets
Industry: Speciality PharmaMedBox is a specialty pharmacy that treats patients like family. MedBox helps individuals with rare and chronic conditions access the best medications, financial assistance, and education by collaborating with the entire healthcare ecosystem – including payors, doctors, and pharmaceutical companies.
Before partnering with Penrod, MedBox managed patients, pharmacies, and opportunities using spreadsheets. However, rapid growth made it clear that an automated platform was essential for maintaining the high-quality experience patients relied on.
Together, Penrod and MedBox envisioned a centralized platform that would synchronize data, streamline the provider referral process, and centralize critical data into dashboards.
Health Cloud offers a comprehensive 360-degree view of each patient, integrating clinical, insurance, prescription information, and communication preferences. This enables MedBox to manage referrals seamlessly from opportunity to patient, ensuring data is accessible and actionable.
In a later phase, Experience Cloud will introduce a user-friendly provider portal, simplifying patient referrals and allowing for instant integration into the pharmacy management platform and Health Cloud, eliminating time-consuming and error-prone manual processes.
Empowering the Support Team
Industry: Mental HealthAutism Learning Partners is a leading provider of applied behavior analysis (ABA) therapy. To broaden access to their services, they aimed to create a dedicated platform designed to elevate the experiences of both patients and agents.
Penrod proposed a customized Health Cloud implementation to create a streamlined and convenient patient intake experience. This platform fully digitizes forms, automates tasks, and consolidates data.
Patients can submit information through digital forms by leveraging Health Cloud’s engagement features. This innovation removed the need for agents to manually enter data, providing a single source of truth for delivering personalized experiences.
With centralized data, analysis became straightforward. Stakeholders accessed comprehensive dashboards rich in insights, enabling real-time, data-driven decisions that enhance operational efficiency.
Improving Donor Outreach
Industry: Blood DonationOur client is focused on improving the quality, safety, and availability of transfusable blood components. To support their growth, they need a scalable communication and engagement strategy.
Previously, our client used standard Salesforce features and basic email templates, which lacked flexibility. While they had some automation, much outreach was manual, relying on phone calls and personal contact. This approach hindered growth and made it tough to track donors, identify disengaged individuals, and understand who had never started the process.
We used Health Cloud to proactively engage donors with timely messaging. When prospective donors interacted with our client via their online form, Facebook page, or intake team, they entered a "Welcome Journey." This journey encourages candidates to schedule a pre-screening appointment, follow up on eligibility, and ultimately become qualified donors.
If a candidate disengaged at any stage, they transitioned into a dedicated omni-channel journey prompting them to continue the intake process or return to the donation cycle.
Our client can now communicate with donors through their preferred channels—email, SMS, or phone—while ensuring a consistent experience. They can also track individuals who have donated or engaged with them before, increasing retention through automated communications that encourage return visits.
With Health Cloud, our client is making strides toward scalability – and has a flexible platform that supports their mission and broadens reach.
Conclusion
The Salesforce Health Cloud case studies we've engaged in highlight its impressive flexibility. As we tackle more challenges within the healthcare industry, we continue to explore innovative ways to leverage Health Cloud, empowering our healthcare clients to transform their businesses and achieve remarkable results. Stay tuned for more updates on our journey!
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Learn More →About The Author
With over 15 years of experience in marketing strategy, web development, and creative design, I lead the marketing team at Penrod, a boutique Salesforce partner focused on the healthcare and life sciences industry. As a Salesforce Certified Pardot Consultant, I have deep knowledge and skills in leveraging the platform to optimize marketing automation, lead generation, and customer engagement.
Matt Fiel
EVP of Marketing