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Silverline Healthcare: Appointment SchedulingMatt Gretczko,VP, Head of Healthcarematt.gretczko@silverlinecrm.comJim Rogers, RN, BSNDirector, Healthcare Practicejim.rogers@silverlinecrm.com
SILVERLINE HEALTHCARE AND LIFE SCIENCESWho is Silverline: Fast FactsResourcesSalesforce ProjectsLocationsAssets & AcceleratorsSalesforce CertificationsAccolades Headquartered in NYC Offices in Chicago, Orlando, Omaha,Minneapolis and Bangalore (India) Resources around the globeCustomer SatisfactionFoundedSilverline Key Informationo Sole platform focus is Salesforceo Dedicated Healthcare Practice - Advisory, Presales,Delivery, Supporto 2019 Salesforce HLS Consulting Partner of the Yearo 2018 Salesforce Partner Innovation Awardo Dedicated focus on Health Cloud; ContinuedAlignment to RoadmapExpertiseHealthcare Provider Payer Biotech/Life Sciences Medical DeviceFinancial ServicesPlatformSalesforce Certificationso Technical, Functional, Operational, and ClinicalHealthcare Expertiseo Glassdoor 2018/2019 Top 3 Nationally RecognizedBest Place to Workpilot partner
SILVERLINE HEALTHCARE AND LIFE SCIENCESProvider Roadmap: Enabling Patient Engagement SuccessPROVIDERRELATIONSHIPMANAGEMENTCONSUMER &PATIENTENGAGEMENTAMBULATORY CARECOORDINATIONTRANSITIONSIN CARESPECIALTY CARECOORDINATIONBuild Provider &Clinic/Facility ProfilesPatient Access CenterTrack and ManageRisk & CostManage AcuteDischarges to PCPPatient Community forOnboardingManage ACO &Integrated NetworksReferral NavigationCoordinate Care viaCare PlansTransition CareManagement (TCM)Oncology NavigationProgramsCreate Tiered SystemRelationshipsConcierge CareModelsComplex CareManagement (CCM)ProactiveReadmissionPreventionJoint ReplacementProgramsProvider ProgramParticipationTargeted PatientEducationMedicare InnovationProgram ManagementStep-down CareManagementBariatric SurgeryProgramsTrack Onboarding &CredentialingSymptom-Based 24/7Nurse TriageCare GapsManagement - HEDISDischargeAssessment & TriageInternational/TravelCare ModelsProvider & Care TeamEngagementPatient EngagementJourneysAmbulatory CareJourneysPost-Acute PatientJourneysCare ManagementPatient Journeys Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESOur Patient Engagement POVThe foundation for patient engagement begins with an agentworkflow-centric access or contact center and a 360 view of the patient.Maximizing member engagement requires omni-channel communication,and the introduction of patient journeys.Access/Contact CenterCare Management Agent/Role-Driven Patient 360 Longitudinal Care Timeline View Dynamic Call Routing, Call Scripting,Task Management Data Analytics-Driven Risk ScoringPatient Journeys Align communication to “best” or“preferred” channel Consumer to Patient Conversion Omni-Channel Engagement Real-time Care Gap Identification andMitigation Scheduling Management Chronic Condition Care Management Referral Management Dynamic Care Plan Templates Condition-Specific KnowledgeEnablement Next Best Offer/Action Cost Avoidance Strategies Patient-Centric Wellness Journeys Context-Specific Knowledge Social Determinants Integration Billing/Claims Status Updates Provider/Facility Search Manage Care Transitions Care Pathway Engagement RSVP - Campaign/Event Registration Service Line Care ManagementPathways Mobile and Community Engagement CONFIDENTIAL - SILVERLINE - DO NOT DISTRIBUTE Patient Loyalty and Satisfaction
Silverline HealthcareAppointment Scheduling CONFIDENTIAL - SILVERLINE - DO NOT DISTRIBUTE
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorScheduling clinical appointments can be a tough challenge for hospitals, practices, andclinics. Silverline’s Scheduling Accelerator can address both centralized schedulingmodels and support self-scheduling via Salesforce Communities. Agents can view real-time provider availability, schedule appointments, and complete thenecessary intake documentationProvider and facility availability and appointment inventory can reside in Salesforce or can beintegrated from a healthcare organization’s Electronic Health Records or Practice ManagementSystemsIncludes patient-specific comments and automated email confirmations for both the patient andthe providerSilverline has also built a Lightning Bolt Community Template solution to help solve thischallenge and offer easy self-service scheduling capabilities for both patients and providers Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorMaria Gonzalez is a 28 year old newly expectant mother who is married and lives in the city. She attends a prenatal yoga class she learned about onFacebook. She shares her displeasure with her with current OB/Gynwith a friend at the class. Her friend recommends Silverline Women’s Healthcare. Maria finds the Silverline Healthcare website and submitsan online appointment request. Maria receives a call from a Patient Engagement Centeragent the next morning to schedule. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorAgents start with an appointment case record type that includes knowledge, RSVP and services records. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorAgents search for the appropriate provider based on insurance, service and location. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorAgents choose the appointment type, date range, provider and location to see appointment availability. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorAgents choose the appointment type, date range, provider and location to see appointment availability. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorUsing the RSVP component, agents can automatically enroll patients in campaigns and events. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESAppointment Scheduling AcceleratorProvider availability also be viewed separately by location on the provider record. Confidential - Silverline - Do Not Distribute
Silverline HealthcareScheduleMe.HealthCommunity Accelerator CONFIDENTIAL - SILVERLINE - DO NOT DISTRIBUTE
SILVERLINE HEALTHCARE AND LIFE SCIENCESScheduleMe.Health Community AcceleratorScheduleMe.Health helps patients view real-time provider availability, schedule appointments, and completethe necessary intake documentation so they can spend less time in the waiting room and more time consultingwith their providers.The ScheduleMe.Health Accelerator leveragesSalesforce’s Lightning Bolt capabilities toprovide a framework to more easily roll-out acommunity with scheduling needs.Our template includes the following: ScheduleMe.Health TemplateScheduling Data Model, Record Types &ConfigurationScheduling & Availability ComponentsSilverline Section & RSVP ComponentsSilverline Object List & Object DetailComponentsConfiguration for Email Confirmations andRemindersAuto-RegistrationBranding and additional page customizationsOptional FormBuilder Component Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESScheduleMe.Health Community AcceleratorPatients can filter by provider, location and appointment type, then choose an open slot. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESScheduleMe.Health Community AcceleratorPatients then fill in the electronic form to confirm appointment. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESScheduleMe.Health Community AcceleratorPatients now have access to their appointments, forms and assessments, and can RSVP for an event. Confidential - Silverline - Do Not Distribute
SILVERLINE HEALTHCARE AND LIFE SCIENCESScheduleMe.Health Community AcceleratorProviders can also access a community to edit availability and see upcoming appointments Confidential - Silverline - Do Not Distribute
Download our eBook:Provider Roadmap forSuccessCheck out ourHealthcare Blogs!Visit our Website:www.silverlinecrm.comThank you!
Silverline Healthcare Appointment Scheduling. SILVERLINE HEALTHCARE AND LIFE SCIENCES Agents can view real-time provider availability, schedule appointments, and complete the necessary intake documentation Provider and facility availability and appointment inventory can reside in Salesforce or can be
