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Stronger Provider Relationship Management With Salesforce CRM

What if... a modern platform for managing provider practices and clinical programs at scale put a focus on the customer at every interaction?

Hill Physician’s Medical Group (HPMG) is the largest network of independent doctors in Northern California. A virtually integrated system, HPMG enables its physicians to offer timely, cost-effective, quality care that engages patients as active, informed participants in their own health. 

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A doctor talking to her patient.

Siloed, Incomplete, and Outdated Information Required a Modern CRM Platform

HPMG struggled to access siloed information across its functional groups. The Practice Support Advisor (PSA) team had to manually access multiple technology platforms to search for pertinent physician data, which was often incomplete and/or outdated.

Our experts recommended implementing a single source of truth on a modern customer relationship management platform to:

  • Provide more transparency on physician information and opportunities for actionable insights
  • Reduce manual processes and improve workflows to increase productivity
  • Improve data synchronization across physician-facing functional groups
  • Reduce the amount of time it takes to recruit, credential, contract, and onboard new physicians
  • Improve physician and practice staff experience by offering online self-service, easier access to information, and create a Manage My Practice provider portal for a single point of entry
  • Reduce cost by retiring legacy platforms
A doctor standing and looking proud.

Implementing a Provider-360 Solution 

We delivered a strategy and roadmap and the minimum viable product (MVP) for the Provider-360 solution implementation in two phases.

Phase one began with developing a business case to implement the CRM platform, defining requirements, and prioritizing use cases through stakeholder interviews and best practices. Next, we led a platform assessment that resulted in HPMG selecting Salesforce Health Cloud and Salesforce Industries. We created a multi-phase implementation roadmap and helped HPMG drive organizational alignment and commitment.

In the next phase, our Salesforce team created an updated physician data model for provider information and performed data migration and clean-up to prepare for the CRM implementation.

We led workshops and conducted interviews to define workflows and related product features and requirements. We engaged stakeholders throughout the implementation for real-time input during sprint cycles and user acceptance testing.

As part of the MVP, we implemented single sign-on and related access and security considerations. We also performed QA testing and provided training to enable knowledge transfer as HPMG continues future phases of the implementation.

We now have visibility into our network in a way that wasn’t previously possible. The provider relationship management system enables us to find information faster, work more efficiently, and provide a higher level of service to our providers. Senior Director, HPMG


Two healthcare professionals looking at information on a tablet.

Automating Real-Time Data Quality 

The Provider-360 solution allows HPMG to access key provider data at a glance and enables the PSA team to more efficiently and effectively manage relationships in the field. These improvements helped to drive a 40% improvement in the end-to-end process for credentialing and contracting new physicians.

Improved dashboards provide insights that enable HPMG to provide a higher level of service, improved business decision making, and established a single source of truth for real-time physician information.

HPMG chose Perficient for this important work due to our recognized Salesforce CRM and Salesforce Health Cloud expertise. We enabled HPMG to own the provider portal over time, form its first cross-departmental agile DevOps team, and provided training and knowledge transition on the product and process.

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