By Matt Gretczko, Senior Vice President & GM, Healthcare Practice | Silverline.
This piece is shared as part of Pledge 1%’s #GivingTuesdayNow campaign, which highlights how Pledge 1% members and the business community are coming together as a force for good to combat COVID-19.
At Silverline, our hearts go out to the many individuals, their families, and friends that have been impacted by this virus and all those that have lost their life in this battle. We support our first resp onders, healthcare workers and employees working for essential business. Without them, we would not have been able to fight against, survive and hopefully emerge stronger from this pandemic.
Silverline’s focus in Healthcare and Life Sciences has put us at the front line of ensuring that our customers, the Healthcare ecosystem, and their consumers have the tools, capabilities, and support to rapidly and effectively address the COVID-19 pandemic. As such, we have seen that organizations that have either historically, or recently, made certain technology investments have demonstrated a unique agility to adapt to the immediate needs.
Specifically, Silverline has worked with many healthcare organizations, especially in New York City, to help them react quickly to a changing business models and needs of patients in their community. A few examples of what we have been doing with customers include:
- Largest urgent care in NYC — We’ve leveraged Salesforce marketing cloud to establish COVID-19 specific patient communications both before, during, and after interactions.
- Largest provider in New York State — We already helped them deploy a patient access solution on Salesforce, and due to this infrastructure, in partnership with them they were able to deploy a new patient access application in 24hrs to address massive increases of COVID-19 related triage via inbound calls. Further, we’ve leveraged native chat capabilities for internal communications and external call deflection to focus on the highest priority patient inquiries.
- Largest independent multi-speciality medical group in NY — We’ve leveraged Salesforce marketing cloud to adjust, increase, and extend patient communications to at risk patients, following emergency room visits, and to educate around telehealth capabilities.
- Large Workforce Health Solution Provider – We’ve leveraged Salesforce community capabilities to create a self-service access point for employers to provide tailored, validated, and useful information regarding COVID-19 as well as the opportunity to submit formal inquiries to be followed up on by Health Professionals
Further, as part of our partnership with Salesforce, we were identified as a preferred partner to help organizations leverage their free care response trial offering. We have already successfully deployed this for Truman Medical Center (click here for the full story) in Missouri to track inbound inquiries from patients and consumers, survey their condition and history and route them to the appropriate care setting, while providing collaboration tools for the community at large to receive information on the virus. We continue to have conversations on a weekly basis for other organizations looking to capitalize on this capability as well.
We will continue to support our employees, our clients and Salesforce and our other partners to ensure we can help engage consumers to support their health during this time of crisis.
