Building a Top-of-Funnel Platform for Top-Notch Patient Intake

The Problem

Have you ever used the wrong tool for the job? That’s where our client was. Their clinical management platform was great for care delivery, but it just wasn’t built for patient intake at the top of the funnel. As a result, they managed patient intake on the shaky foundation of email and spreadsheets.

Prospective patients needed to reach out for services via email, and our client simultaneously logged each of those leads into spreadsheets and the clinical management platform by hand. No automation, and no guarantees of timely follow-up. In home health, speed during the intake process is essential. With a crowded market and patients often choosing the provider who responds first, our client couldn’t deliver the quick turnaround needed to stay competitive. They were not only missing opportunities. They were also facing a threat to their business.

Reporting was another issue entirely.

After all, data stored across email and spreadsheets is notoriously tricky to measure. Leadership couldn’t get clear insights into key metrics like response times, conversion rates, or patient volume by channel. The current process was not working, but it seemed impossible to determine the strategies that would.

That’s where Penrod stepped in to build a home health platform built for patient intake.

The Solution

Penrod went to work on a top-of-funnel solution that would reduce manual work, unify data, and increase patient volume.

First, Penrod introduced Salesforce Health Cloud as the source of truth for top-of-funnel patient intake. Health Cloud is an engagement platform that drives patients from awareness to care, at scale.

From the patient’s perspective, the improvements were immediate. They could now request services with an easy-to-use form on our client’s website. Instead of a jumbled email inbox and manual data entry, the platform organizes requests into queues that ensure fast follow-up. Additionally, leads no longer have to be manually entered into spreadsheets. Health Cloud’s unified patient data model securely stores all patient details in one accurate source of truth. For phone calls, a Vonage integration routes callers to the right team member for their needs, whether they are a current patient, prospect, or caregiver.

Health Cloud’s data model also helps the team offer new services as patients' needs change. Our client now proactively supports patients throughout their care journey with multiple service lines, including personal care, skilled care, and hospice care services.

Data is also much more actionable. Leaders have new insight into lead attribution, allowing them to focus on the channels that will increase patient volume and deliver the most conversions.

The Results

For our client, revamping its patient intake process with Penrod’s expertise and Salesforce's power helps keep more people in their homes and out of the hospital. Together, we turned a manual process into an intake engine, making lead time-to-response a competitive advantage.

And we’re not done yet. With Salesforce Health Cloud and Penrod’s partnership, we’ve set our client up to continue changing lives by helping people stay where they want to be…safe and comfortable in their own homes.