HIPAA-Compliant Service Cloud and Experience Cloud Implementation for a National Healthcare Provider
Industry Healthcare
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$250M+ ARR
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12+ Successful Years
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1500+ Global Employees
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5000+ Projects
Client's Testimonial
"Developers.dev was more than a vendor; they were a strategic partner in our digital transformation. Their deep understanding of Salesforce Health Cloud and the complexities of HIPAA was invaluable. They built a patient portal that has revolutionized how we interact with our patients, and our internal care teams are now more efficient than ever. Their secure, process-driven approach gave us complete peace of mind."
Chief Information Officer
Client Overview
Our client is a large US-based healthcare provider network with over 50 hospitals and 300 clinics. They serve millions of patients annually and were looking to modernize their patient engagement and service operations. Their existing system was a collection of disconnected legacy applications, making it difficult to provide a consistent patient experience and for care coordinators to get a holistic view of patient interactions. They needed a unified, HIPAA-compliant platform to manage patient inquiries, appointments, and follow-up care.
Problem
The lack of a centralized system resulted in a fragmented patient journey. Patients had to navigate multiple phone numbers and portals for different needs, leading to frustration. Internally, care coordinators wasted significant time toggling between systems to piece together patient information, delaying responses and impacting the quality of care. All patient data needed to be handled with strict adherence to HIPAA regulations.
Key Challenges
Fragmented Patient Experience
Disjointed communication channels created confusion and dissatisfaction for patients.
Inefficient Care Coordination
Care teams lacked a 360-degree view of the patient, leading to operational inefficiencies.
HIPAA Compliance & Security Risks
Managing sensitive Patient Health Information (PHI) across multiple legacy systems posed a significant security risk.
Lack of Self-Service Options
Patients had no ability to manage their appointments, view test results, or communicate securely online.
Our Solution
Developers.dev was selected to implement a comprehensive solution using Salesforce Service Cloud, Health Cloud, and Experience Cloud. We assigned a specialized POD with certified Health Cloud consultants and developers experienced in healthcare compliance.
🏥 Health Cloud Foundation
We configured Health Cloud as the central repository for patient data, creating unified patient profiles and care plans.
🤝 Service Cloud for Care Teams
We built a custom console in Service Cloud for care coordinators, providing them with a complete view of patient history, upcoming appointments, and communication logs in one place.
🌐 Patient Portal (Experience Cloud)
We designed and built a branded, mobile-responsive patient portal where patients could securely log in to schedule appointments, communicate with their care team, view lab results, and access a knowledge base.
🔒 Security & Compliance
We implemented Salesforce Shield for enhanced encryption and event monitoring and ensured all components of the solution were fully HIPAA-compliant.
Implementation and Execution
Security-First Design
Every aspect of the architecture was designed with HIPAA compliance as the top priority.
Phased Rollout
The implementation was rolled out in phases, starting with the internal Service Cloud console, followed by a pilot launch of the patient portal to a select group of patients.
EHR Integration
We developed a secure, bi-directional integration with the client's core Electronic Health Record (EHR) system to sync patient data in near real-time.
Role-Based Access Control
We configured granular security and sharing rules to ensure that employees could only access the specific patient information necessary for their roles.
Patient-Centric UX
Our UI/UX team conducted workshops with patient advisory groups to ensure the portal was intuitive, accessible (WCAG compliant), and easy to use.
Secure Communication
We enabled secure messaging within the portal, allowing patients and providers to communicate without relying on insecure email.
Positive Outcome
📉 30% Reduction in Call Center Volume
The self-service patient portal deflected a significant number of routine calls from the service center.
⚡ 50% Faster Case Resolution
Care coordinators could resolve patient inquiries 50% faster with a unified view of patient data.
😊 Enhanced Patient Satisfaction
Patient satisfaction scores (NPS) increased by 25 points within six months of the portal's launch.
🛡️ Strengthened Security Posture
The centralized, monitored, and encrypted platform significantly reduced the risk of a data breach.
Why Choose Us
🩺 Healthcare Industry Expertise
We possess deep domain knowledge in healthcare and HIPAA compliance.
🔒 Certified Security (SOC 2, ISO 27001)
Our certifications provided third-party validation of our commitment to security.
💖 Patient-Centric Approach
We focused on building a solution that improved the patient experience.
🔗 Complex Integration Capabilities
We successfully integrated Salesforce with a core EHR system.
🛠️ Full Platform Expertise
We leveraged multiple Salesforce clouds (Service, Health, Experience) to deliver a complete solution.
👥 In-House, Vetted Talent
The project was handled by our full-time, experienced healthcare IT professionals.
🔍 Transparent Process
The client had full visibility and was involved in every stage of the project.
📈 Scalable Architecture
The platform was built to accommodate the client's growing network of hospitals and clinics.
🌱 Post-Launch Partnership
We transitioned into a managed services role to provide ongoing support and enhancements.
Conclusion
Through a strategic implementation of the Salesforce platform, Developers.dev enabled the healthcare provider to unify its patient service operations, significantly enhance patient engagement, and fortify its data security. The solution provided a scalable foundation for their future digital health initiatives.