The management of patient systems had become an increasingly arduous task for Memorial Hermann, and the marketing department wanted to bring all data into one easy-to-use system that could provide transparency by giving users a full view of patient acquisitions. The call centre also had a difficult time with the centralized management of all events, and sought to improve efficiencies by having a single source for all event-related information, including details on future events.
In addition, TIRR Memorial Hermann is offering inpatient and outpatient rehabilitation following traumatic injury, required to streamline it’s on board process of new patients for both inpatient and outpatient care into one common system, increasing uniformity and standardization.
Improving Patient Outreach and Management
Memorial Hermann wanted a common system that would manage marketing outreach and patient acquisition, event management and registration, call centre functions, and TIRR Memorial Hermann inpatient and outpatient tracking.
Perficient implemented Microsoft Dynamics CRM. Our methodology for implementing CRM systems is based on proven industry best practices and standards and has the following:
- Inception, where requirements are gathered
- Elaboration, that includes installation and to validate the system
- Construction, or the making and deploying phase
- Transition, which includes training, launching, supervising, and supporting the new system
Perficient led Memorial Hermann via strategy sessions, design iterations, and solution architecture sessions to make sure both business partner and executive support.
There were 4 parts to the initial roll-out of Dynamics:
The new marketing strategy and patient management system blends into the existing enterprise content management system and allows capturing information of interested people and then streamlining to the appropriate internal resources. They developed the new patient acquisition solution to provide the ability to actively track correspondences and report on activities. The innovative design helps users to make it an integral part of their daily activities.
Perficient installed Eventix, an event management system. This complete module is designed to work with Dynamics CRM and includes registration, invoicing, and payment tracking.
They utilized the Service module of Dynamics CRM to implement the ticketing functionality. Memorial Hermann provided Perficient with detailed requirements to effectively install the ticket management system in support of the organization’s processes
INPATIENT AND OUTPATIENT TRACKING
TIRR Memorial Hermann needed a central location to function as the communication center for its solution hub. This involved automating the referral process as required, along with workflow automation. By automating it’s on boarding process with its management software, the solution centre team has a technology to efficiently manage the process, greatly improve communication regarding the progress of referrals, and attain essential business intelligence about referral sources.
A CRM System
Perficient oferred both administrative and end user training, teaching best practices and ensuring users have the tools and resources to successfully utilize the system moving forward. Following an implementation, Memorial Hermann is leveraging Microsoft Dynamics CRM on-premises to handle community outreach, call centre management, and specialty patient on boarding. Future plans might include adding other departments within the organization, like home health and insurance. A cloud-based solution be required in the future, Dynamics CRM has BAA availability to address HIPAA compliance.
- Improved community reach enhances the number of new patients by attracting, involving and track prospective patient interactions
- Specialty group on boarding process automates the process of bringing rehab patients into the system for both inpatient and outpatient tracking
- Call canter technology upgrades an older, stand-alone system to a connected CRM system that enables the hospital to track inquiries concerning events and patient referrals via the phone and onlineClinical research jobs in Pune
- Improved customer engagement across the organization
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