Lucet, a behavioral health company, is dedicated to connecting patients with quality mental health care. They collaborate with health plans to enhance network management, innovate care plans with providers, and assist members in improving behavioral health management.
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Lucet recently completed phase 1 of a portal using Salesforce Experience Cloud. Their portal helps providers maintain demographic data, access documentation, and request support. Phase 1 focused on establishing a user-friendly portal to replace legacy systems and provide convenient access to over 18,000 providers…but they were ready for more in phase 2.
Lucet searched for a healthcare-focused partner who would understand the intricate relationships between payers, providers, and patients. It became evident that Penrod was the ideal partner to implement the enhancements to provide a better user experience, improve provider satisfaction scores, and expand the ability to update demographic information.
Lack of self-service options, manual tasks, de-centralized knowledge base, and finding a partner who would seamlessly integrate with their internal team
Salesforce managed services focused on automating manual processes, user experience enhancements, and self-service tools
Streamlined demo updates, better UI/UX, and higher satisfaction scores
After thoroughly evaluating our client's goals, Penrod suggested and implemented key improvements to the phase 1 portal. In phase 2, Penrod focused on improving visual layouts, automating manual tasks, and improving self-service resources.
Penrod identified visual enhancements that would improve user experiences on account, contact, service address, and case page layouts. By evaluating the use, importance, and placement of fields in each layout, Penrod refined the visual experience to optimize user-friendliness, functionality, and clarity. This streamlined data entry, making it more efficient and accessible.
The phase 1 portal didn’t validate field entries, which resulted in consistent data entry errors, especially for phone and fax numbers. These mistakes often needed to be corrected during the credentialing process, burdening Lucet’s staff with manual work.
To address this, Penrod implemented validation formulas to ensure accuracy when providers entered their phone and fax numbers. Providers who input incorrect numbers were alerted of their mistake, effectively eliminating data entry errors.
Penrod suggested implementing a variety of automations to replace manual tasks, enabling employees to concentrate on value-driven activities. The bulk of manual work revolved around eliminating duplicate service addresses and streamlining attestation processes.
Duplicate Service Addresses
As Lucet utilized individual and traditional accounts in Salesforce, identifying and correcting duplicate service addresses demanded considerable manual labor. By deploying workflow automation, duplicate addresses could be promptly identified, enabling providers to associate with a multi-site or multi-provider account accurately without the risk of miscategorization.
Attestation and Communication Flows
Before Penrod, Lucet’s employees spent considerable time reminding providers to complete tasks during the attestation process. Communication was manual, requiring staff to craft each email and plan every touchpoint.
Penrod proposed an automated workflow using pre-designed email templates that prompted providers to submit attestation proactively. Communications were customized based on the attestation stage, ensuring timely reminders focused on the most pertinent tasks.
Providers could only access the portal once attestation was finalized, eliminating the need for staff to manage portal statuses for each applicant manually.
In the phase 1 portal, providers routinely sent support requests for easily solvable issues, overwhelming CSRs with avoidable cases. Penrod proposed creating self-service articles that would help providers solve their problems faster. Furthermore, Penrod created an authentication rule that granted providers access to internal or external articles based on their user profile. Providers could now access the appropriate support documentation before gaining portal access.
With Penrod’s assistance, Lucet streamlined the demographic updating and attestation process, improving provider satisfaction. Moving forward, these improvements showcase our client's commitment to connecting patients, payers, and providers – setting a new benchmark for interactions in the behavioral health industry.