Improving Patient Outreach and Management
Memorial Hermann wanted a centralized system that would manage marketing outreach and patient acquisition, event management and registration, call center functionality, 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 consists of:
- Inception, where requirements are gathered
- Elaboration, which includes installation and validation of the system
- Construction, or the build and deploy phase
- Transition, which entails training, launching, monitoring, and supporting the new system
Perficient led Memorial Hermann through strategy sessions, design iterations, and solution architecture sessions to ensure both business partner and executive support.
There were four parts to the initial roll-out of Dynamics:
The new marketing outreach and patient management system integrates into the existing enterprise content management system and allows Memorial Hermann to capture information of interested parties and then route to the appropriate internal resources. We developed the new patient acquisition solution to provide Memorial Hermann the ability to actively track correspondences and report on activities. The new design encourages users to make it an integral part of their daily activities.
Perficient installed and configured Eventix, an event management system. This complete event management module is designed to work with Dynamics CRM and includes registration, invoicing, and payment tracking.
We utilized the Service module of Dynamics CRM to implement the ticketing functionality. Memorial Hermann provided Perficient with detailed requirements to effectively configure 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 hub for its solution center. This involved automating the referral process as needed, along with workflow automation. By automating its onboarding process with its referral management software, the solution center team has the technology to efficiently manage the referral process, improve team communication regarding the progress of referrals, and capture critical business intelligence about referral sources.