Our client provides exceptional, personalized in-home support that prioritizes people’s unique needs. Committed to delivering the highest quality care to people of all ages, including those with developmental disabilities, they consistently invest in innovative solutions that place compassion and care at the heart of their mission.
Learn More
As populations age and healthcare facilities face increasing constraints, home-based care is becoming the future of healthcare, with more individuals opting to age in place. However, successfully aging in place requires planning, community support, connected caregivers, and reimagining the existing healthcare landscape – and that starts with patient acquisition and intake.
Fortunately, continuous innovation is at the core of our client’s mission. Innovation enables them to positively impact their clients’ lives daily, and they set out to improve home healthcare by reimagining their intake processes from within.
Breaking free from paper-based intake processes across multiple service lines that created manual work
Salesforce Health Cloud and Titan Forms
Rapid client intake, efficient caregiver onboarding, faster care coordination, reduced manual work, and improved client experiences.
Like many healthcare providers, our client struggled with managing intake using paper forms and making constant phone calls. With multiple lines of business and a mix of referral sources, including clinicians, families, and others, the process was complex and varied from one situation to another. Depending on whether the intake involved a client, physician, or guardian, the requirements varied, adding even more layers of complexity. Clients, providers, or families had to manually fill out detailed paper forms covering everything from clinical histories to home details, such as whether there was a dog or the location of security cameras.
Staff often found themselves on the phone, guiding prospective clients, guardians, or providers through detailed questions and concerns. Once those forms were completed, they would manually enter the data into the patient management system and then coordinate with providers in the local area to arrange in-home care. Sure, the process worked, but it had huge gaps that left room for error. From referral acquisition to intake, there were significant opportunities to make the process more accurate and much faster.
Finding the perfect caregiver match comes down to understanding client preferences. Gathering and acting on those preferences was nearly impossible in the current system. That made matching clients with the right in-home care providers during intake clunky. Key preferences, such as location, specific services, or even pet-friendliness, often got lost in the shuffle. The result? Caregivers who didn’t align with patient preferences.
These manual and inefficient processes led to delays and inefficiencies in care coordination. Our client recognized the need for automated acquisition and intake processes and sought a partner to support the transformation they needed.
Our client recognized the importance of community-connected workforces, unified data models, and collaboration in their acquisition and intake process. New processes would ensure that a massive population – 2.2 million older individuals with disabilities, to be exact – would have access to whole-person care in their own homes.
With their deep healthcare expertise and knack for building patient-first acquisition and intake platforms, they teamed up with Penrod to bring this vision to life.
Self-service digital applications powered by Titan replaced inefficient paper-based forms and phone calls that slowed care coordination. Now, clients fill out intuitive online forms that instantly update the patient management platform with key demographic, clinical, and environmental data — no more tedious manual entry required. Every service line follows a transparent, consistent process, cutting out the guesswork during intake. And the best part? The forms are tailored to fit the person filling them out, whether it’s a physician or a family member, so only the relevant questions get asked.
With a user-friendly intake experience in place, our client’s call center can finally breathe. Fewer support requests mean their team can shift focus to the big-ticket priorities that drive the most value.
Furthermore, a provider portal powered by Salesforce Experience Cloud empowers caregivers to locate nearby clients whose in-home needs align with their specific healthcare services, resulting in faster intake than ever.
As healthcare shifts towards home-based solutions for aging populations, our client is overcoming the challenges of paper-based acquisition and intake.
By partnering with Penrod, they now have an automated process that makes acquisition and intake faster and more accurate. Caregivers can now connect with clients based on specific needs and location, making it easier to deliver the right support at the right time.
We're here for you. Fill out the form on the right for a free consultation!