Microsoft Dynamics CRM For Healthcare


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Dynamics CRM for Healthcare presented at Microsoft convergence meeting, New Orleans 2009

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Microsoft Dynamics CRM For Healthcare

  1. 1. Session Code: CRM23 Sumit Virmani Dynamics CRM Senior Technologist Microsoft Corporation Mike Snyder Principal Sonoma Partners Ron Arnone Customer Resurrection Health Care
  2. 2. Interactions Sales & marketing (outreach), service, and other customer-facing activities Processes Driving consistent execution across your organization Collaboration Enabling teams to work together inside and outside of your organization
  3. 3. Fits Your People The right user experience for every user role Fits Your Organization Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets
  4. 4. Usability Flexibility Manageability “We need a solution that is easily “We need a solution that helps “We need a solution that adapts to managed by our already make our jobs easier – not harder.” fit our organizations needs.” constrained IT resources.” Actionable Analytics Performance and Scalability
  5. 5. Choose how you BUY IT - Own it or rent it Choose how you USE IT - Outlook, browser, mobile Choose how you GET IT - Software or service CHANGE it any time as your organizations needs change
  6. 6. Sponsored by Cisco Top Business Issues Facing Healthcare (2008 vs. 2007 Results) Figure 8 56% Improving Quality of Care 69% 43% Medicare Cutbacks 52% 36% Patient (Customer) Satisfaction 55% 34% Demand for Capital 31% 33% Adoption of New Technology 38% 30% Government Regulation or Compliance Issues 20% 28% Creating New Revenue Sources N/A 26% Increasing Need for Healthcare Services 45% 2007 Responses 2008 Responses
  7. 7. Community Outreach Community Health Education Services Outreach/Promotion Financial Donor Management Case Coordination Patient Information Management (Health Assistance Hotline, Pre/Post Admission Communication) Pre-Authorizations / Eligibility Referrals (Home Health, Nursing Home / Assisted Living, Physical Therapy / Occupational Therapy, Social Services, Medical Equipment & Supplies) Case Management Chronic Disease Management (Diabetes, Cardiovascular, COPD) Clinical Trials Relationship Management Patients, Physicians, Clinicians, Volunteers, Academic Institutions
  8. 8. Efficient Outreach Effective Case Coordination Flexible Case Management
  9. 9. Outreach is a proactive effort led by a Healthcare organization to educate the community and patients it serves on health & wellness issues, as well as inform them about services that it provides. Outreach can also be extended into a two way communication strategy to improve community and patient relationships.
  10. 10. Healthcare Outreach Scenarios Recruit Physicians, Nurses, Volunteers, Donors Educate Patients, Develop Improve Patient, Physician and & Improve Relationships Community Relations Educate Patients on Health and Wellness Promote Service Offerings
  11. 11. Case Coordination facilitates the exchange of patient information between clinicians, departments and across healthcare organizations in order to streamline administrative activities and provide efficient patient care.
  12. 12. Healthcare Case Coordination Scenarios Referrals – Home Health, Long Term Care, Hospice Coordinate Patient Activities Referrals – PT/OT, Between Clinicians, Departments Lab, Radiology, Social Services and Healthcare Organizations Post Admission Instructions / Follow-Up Pre Admission Information and Instructions
  13. 13. Case management is a collaborative process of assessment, planning, facilitation and advocacy for options and services to meet an individual's health needs through communication and available resources to promote quality cost- effective outcomes. Case Management Society of America National Standards of Practice for Case Management- 2004
  14. 14. Healthcare Case Management Scenarios COPD Case Management Manage Chronically ill Diabetes Patients to Improve Health & Case Management Well Being Cardiovascular Disease Case Management Targeted Health and Wellness Education
  15. 15. Mike Snyder – Principal
  16. 16. Microsoft Gold Certified Partner focused exclusively on Microsoft CRM deployments for the enterprise and mid-market Headquartered in Chicago with offices in Denver and Austin. National customer base. Two-time Global Microsoft CRM Partner of the Year award from Microsoft. Finalist in 2008. Over 200+ Microsoft CRM deployments
  17. 17. Working with Microsoft Microsoft Dynamics Programming Microsoft Dynamics CRM CRM 4.0 Dynamics CRM 4.0 Step by Step 3.0 and 4.0
  18. 18. Pre-built intellectual property on top of Microsoft Dynamics CRM platform Physician Relationship Management Case Coordination Solution consists of configuration, custom code, reports, dashboards, etc. Not a packaged software product (no charge)
  19. 19. Ron Arnone - System Director of Sales
  20. 20. 8 hospitals 2,300 beds Primary use: physician relationship management Replaced Maximizer CRM Ambulatory Sales & Home Health teams
  21. 21. Used Maximizer CRM Excessive bugs in the code requiring numerous work-arounds Database synchronization failures Connections dropping between Maximizer and Outlook /Exchange Long lag time between information input and data synchronization for the user Lack of true remote access
  22. 22. Front Range / GoldMine Infusion Maximizer Software Microsoft Dynamics CRM NetSuite Sage Software / ACT! Oracle / Siebel CRM
  23. 23. Physician database Specialties Areas of Interest Affiliations Contact information and history Physician service Future phases
  24. 24. Please contact: Mike Snyder Sonoma Partners (312) 627-0700 x20
  25. 25. Microsoft Dynamics CRM Healthcare CRM Demonstration hcare/MSDynamicsCRM_Healthcare_PRM_Silverlig ht_WEB_072008/default.html Healthcare Whitepaper af6-aad4-4f20-b31a- 698c7647e9b1/MicrosoftDynamicsCRM_Healthcare _PRM_WhitePaper.xps ndustry/healthcare.mspx Microsoft in Health
  26. 26. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.