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DSRIPforce Webinar Master Final
Salesforce is a scalable platform that can grow with delivery system reform initiatives. It allows for provider and organization 360 degree views, automated forms and surveys, activity tracking, and online education. It also enables secure collaboration portals, standardized communication, and real-time reporting and dashboards. Finger Lakes PPS customized Salesforce to map complex relationships, segment organizations, and capture necessary data elements for their DSRIP program. Salesforce provides a solution to connect partners, patients, and providers in new ways to support delivery system transformation goals.
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DSRIPforce Webinar Master Final
- 1. Welcome to the SuccessPlatform for Delivery System Reform Connect Partners, Patients & Providers in a Whole New Way Medicaid Delivery System Transformation with “CRM” (DSRIP, ACO, HH, MMC, PCMH)
- 2. Safe Harbor Safe harborstatement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non- salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 3. Agenda What is Salesforce? Observationsfrom our national conversations… Real world CRM use cases in delivery system reform…
- 4. Presenting Today Lora Lindsey,MBA Strategic Innovation Executive Salesforce Jose Rosario, MBA Director, IT & Analytics Finger Lakes PPS Steve Wallace, MBA Founder & Managing Partner BizLitics, LLC & Health-Engage.com
- 5. MOST INNOVATIVE COMPANY IN THEWORLD 6th Largest Software Company in the World 2013 • 2014 • 2015 2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 2011 • 2012 2013 • 2014 $6.6B FY16 Revenue Guidance 17K Employees
- 6. Driving customer-centricity forthe past 16 years Salesforce Has Transformed Every Industry Communications & MediaHealthcare Manufacturing & AutomotiveGovernmentRetail Financial Service
- 7. Salesforce is aGlobal Healthcare Leader Momentum
- 8. Use Case: EngagementCenter -Dave Sayen, Regional Administrator, CMS CMS Improves Operational Health with Salesforce Connect partner communities with census indicated areas of need via Google Maps integration Track what kind of people show up to outreach events, which audience groups they are reaching, how many impressions they make through various channels with campaigns Generate reports and dashboards to understand the impact of outreach programs and determine finances
- 9. Collaboration across thecountry is turning out to be essential to reform success Who are you speaking to? We Are Having Conversations Across the DSRIP Landscape Source: America’s Essential Hospitals, June 2015.
- 10. Where To Begin? Currentcost trends are untenable Labor accounts for ~55% of healthcare costs Source: PWC
- 11. Engagement Productivity A studyof 200 health systems showed that the #1 variable correlating to mortality was Nurse Engagement A study of 517 health systems inferred that the #1 controllable driverof operating margin was Labor Productivity Uncompensated care rates made no difference to operating margin, also there was no direct correlation between performance and Medicaid utilization rates Uncompensated Care Source: Truven Analytics and Gallup Delivery System Reform Depends on our Workforce
- 12. Complex Relationship Mapping Automated Segmentation Activity Tracking DSRIP Partner Contextual Collaboration Project Management ExternalData Integration Education Compliance Automated Data Hygiene Secure Online Surveys Automated Outbound Communication Employee Social Intranet Partner Information Update Portal Real-time Reporting Engagement Productivity Multi-channel Problem Support Create Your Own Delivery System Transformation Platform Source: Truven Analytics and Gallup
- 13. Future Proofing YourPlatform Salesforce hosts the richest & deepest business app ecosystem on the planet
- 14. Current Reality ofDelivery Transformation in New York 2015 2019 “You can’t manage what you don’t measure.” - W. Edwards Deming, the Original Data Scientist Pay 4 Reporting Pay 4 Performance It is important to tackle the nuts and bolts of your data strategy first
- 15. Finger Lakes PPS JoseRosario Steve Wallace
- 16. Real World: Phase1 Partner Community Requirements Partner Engagement • PPS-wide webinars • Meetings • Surveys Partner Reporting • Reports • Certifications • Milestones Partner Performance • Process goals • Outcome goals
- 17. Contacts Accounts Accounts Needed to MapComplex Relationships Legal Hospital Group Hospital Specialty Group Hospital Dr. Smith PC Physician Dr. Hayes Specialist Mr. Black CEO Skilled Nursing Used standard out of the CRM box account/ contact linking approach Hospital Group Hospital A Hospital Group Hospital A
- 18. Contacts Accounts Accounts Needed to MapComplex Relationships Admitting Privileges Hospital Group 1 Hospital Specialty Group Hospital Dr. Smith PC Physician Dr. Hayes Specialist Mr. Black CEO Skilled Nursing Used a Custom Object to support inverse one to many relationships Hospital Group 2 Hospital 3
- 19. Contacts Accounts Accounts Needed to MapComplex Relationships Practicing Locations Hospital Group 1 Hospital Specialty Group Hospital Dr. Smith PC Physician Dr. Hayes Specialist Mr. Black CEO Skilled Nursing Used a Custom Object to support inverse one to many relationships CBO Clinic A Clinic B
- 20. Needed to Segment& Message Organizational Types We found it useful to categorize organization types for reporting and contracting
- 21. Custom Fields WereNecessary Safety Net – Y/N Where employed Physician Group or Solo Practitioner Primary Specialty (& board certification) Second Specialty Third Specialty NPI Practice site location(s) Practice phone number Assistant’s Information Mailing address Email RHIO Connectivity Patient mix (Medicaid, Medicare, Commercial, Medicaid Advantage, etc.) PCMH status EMR – Y/N – if yes, which system Meaningful Use status? Care Manager on site? Projects participating in Panel size Accepting new Medicaid patients? Off hour scheduling? (after 5, weekends) Call schedule – share with other physicians? Pager or service number We added a number of custom fields to capture all data needed for DSRIP
- 22. Screens Were Modifiedto Include New Elements We modified the standard screens to include all of the new data elements
- 23. Messaging and InformationCapture Online survey tools are 94% cheaper than traditional methods $
- 24. Meet rogue PCMHDirector: Tom Mavens… Vision DSRIP 2019 PPS Partner Communities …and exhausted PPS Director: Gordon Friesen…
- 25. • Provider &participating organization 360º view • Dashboards & reports of KPIs • Automated forms & surveys • Provider member activity tracking • Workflow & data collection automation • Protocol standardization & communication • Online education & tracking • Virtual community space for participating organization collaboration • HIPAA compliant communication portal for members & non-members Summary Salesforce is a scalable platform that will grow with you
- 26. Questions? For a livedemonstration or for more information please reach out to your Account Executive at Salesforce. Whether you’re a company of five or a Fortune 500, you’re going to see a boom in success by coming to Dreamforce. With over 1,500 sessions and thousands of live solutions from the world’s largest cloud ecosystem, Dreamforce has tailored content specific to healthcare to help your care teams connect with their patients in a whole new way! • September 15th to 18th in San Francisco, CA • Session: Expand Member and Provider Loyalty with Seamless, Personalized Experience - CareFirst, CenterLight Healthcare • Session: Secure PHI in the Cloud: Building HIPAA compliant Apps on Salesforce (UCSF) • Share Knowledge & Network With Peers @ Healthcare Dreamboat Welcome Reception Register Today! www.dreamforce.com Lora Lindsey, MBA Strategic Innovation Executive Salesforce Jose Rosario, MBA Director, IT & Analytics Finger Lakes PPS Steve Wallace, MBA Founder & Managing Partner BizLitics, LLC & Health-Engage.com
- 27.
Editor's Notes
- #2 Good morning! Welcome to the Salesforce CRM for DSRIP webinar! My name is Lora Lindsey and I am an innovation executive for Salesforce. It is an honor to have such a distinguished crowd of DSRIP professionals dialing in today. Thank you for joining us. Seeded Questions: How are you addressing data model challenges around shared partners? Meetings: how are you tracking physical attendees and well as online attendance? Does salesforce integrate with the MAPP tool? Assets to Add Practice Demo
- #3 Before we begin, just a quick reminder that when considering future developments by us or any solution provider, you should always base your purchasing decisions on currently available products.
- #4 In this session we will cover What Salesforce and CRM are What studies are showing us about delivery system reform and what we are hearing from our conversations across the national DSRIP marketplace Feature real world case study of a PPS using CRM in NY DSRIP Present a story about a PCMH Director who uses the power of the platform to simplify his life, drive productivity and collaborate across his ecosystem
- #5 Collaboration Economy Joey Rosario, Business development professional experienced in business process improvement, client and partner account management, project and resource management, and solution development. Possess a broad and deep technical background with extensive experience in product and service development, systems integration, and advanced development. Proven track record of creating strong collaborative relationships with team members, strategic partners and customers. Known as an innovative problem solver. Steve Wallace, an executive-level business and technology leader with 30 years of proven leadership experience designing, developing and delivering Information technology and business Solutions. Steve founded BizLitics LLC to realize his vision of how Business Analytics could be used to transform the way organizations use data to improve their performance. Steve also founded Health-Engage.com, a cloud based (A)ccountable (C)are (O)organization Engagement Platform that helps professionals to develop and implement new ways to provide to improve engagement and lower costs.
- #6 Salesforce is the 6th largest software company in the world because we have pioneered the customer-centric cloud computing business model. We have grown to over 150,000 customers and we are committed to all of you. Just this year, we’ve been welcomed into the Fortune 500 and are humbled to be named Fortune’s most admired software company three years in a row, a Fortune Best Place to Work seven years in a row, and lastly, Forbes’ most innovative company in the world now four years in a row! We have 16,000 employees supporting you and dedicated to the success of our customers.
- #7 Key Takeaway: Our CRM has been embraced by every industry, propelling customer success and innovation Talk Track: Our success for the past 16 years is a result of every single industry embracing CRM. What this slide highlights is Salesforce’s ability to be customized to address any industry’s challenges, that we are flexible and reliable. Some of the largest financial institutions have trusted us with their private customer information. In fact, regulations for the financial services industry are just as stringent as for the healthcare industry. Retailers have leaned on us to create personal customer journeys and build lifelong relationships. Think about what lessons could be applied here to the consumerization of healthcare. And, as you will see, we’ve had broad success in Healthcare and Life Sciences.
- #8 We are proud to partnering in innovation across the entire healthcare ecosystem. Salesforce is a global leader, serving almost 5,000 healthcare and life science organizations including: 17 of top 20 health plans Leading Hospitals/Physicians/Specialists National Pharmacies Some of the top healthcare software companies have built & run their services on the Salesforce platform. [HIMSS story – as I looked around I realized that we were the largest “white labeler” of innovative platforms at HIMSS!] So we are in a unique position to see both the trends and the challenges across the entire industry.
- #9 As we all know on this call, the Centers for Medicare and Medicaid is the driving force behind our country’s healthcare delivery system transformation. Last year Kaiser Family Foundation said that while DSRIP initiatives grew out of negotiation between the states and federal government over the appropriate way to finance hospital care, DSRIP initiative are now increasingly being used to promote a far more sweeping set of payment and delivery system reforms And I would add that we are doing it true to American form, individually, one state at a time. But did you know that CMS and the ONC and HHS are using Salesforce as their platform of choice? [check for additional case studies here] Solution: With the implementation of Salesforce (internally branded RECON), CMS manages their partner relationships and tracks their outreach programs with each partner. They create campaigns around their events to track what kind of people show up, which audience groups they are reaching, how may impressions they make through various channels (media, direct mail, others), with automated reporting. CMS runs these reports/dashboards in real time to understand the impact of their events; and using charts & graphs to determine financial support. Additionally, CMS has incorporated GoogleMaps into their Salesforce instance with Census data to map their Partners to the areas of the most need. Results: CMS now has a way to effectively manage their different partners and outreach programs savings as much as $100 in operating expenses per record for 20% of their initial database (average amount of dirty data).
- #10 While we all know that New York DSRIP is currently in a “Pay for Reporting” phase of implementation, our account teams and engineers across the country are participating in lessons learned conversations for both “DSRIP 2.0” and new states contemplating delivery system transformation. Joey, tell us about your own collaboration with friends in Texas DSRIP Some of the thought leaders, both customers and not, that we have spoken with include: Cope Health Solutions, Silverline, The Advisory Board, Red Sky Solutions, Manatt Health Solutions, Performance Logic, United Healthcare, Philips and PwC. [confirm KPMG] The one comment I can personally make is that across the board, we are all committed to working together to achieve reform.
- #11 As we all know the growth in the number of insured is currently outpacing the rate of innovation in care delivery & payment. In fact, we now have more people on Medicaid in the United States that the entire country of France or the UK!!! So who is picking up the slack for this out of balance equation? Our healthcare workers!!! Labor currently accounts for 50-60% of healthcare costs and as any economist knows, this is not scalable. Transition: Operating performance improvement as an allegory for delivery system reform
- #12 Delivery System Reform Depends on our Workforce!! Clinical success - Gallup Polls A study of 200 health systems showed that the #1 variable correlating to mortality was Nurse Engagement Financial success – Truven Health Analytics A study of 517 hospitals inferred that the operating performance could most significantly be improved by investing in labor productivity Other findings: Least profitable health systems provided the lowest level of benefits to staff Uncompensated care did not explain difference in operating margin And while Medicaid utilization rates can explain some of the difference in margin there was no correlation to profitability Finally, the least profitable have higher gross revenues per patient, but far higher deductions by payers Transition: There is an old adage that my mother loves to quote: “When mama isn’t happy, nobody’s happy” CRM Delivers Productivity and Engagement for Employees & Partners and it is just those individuals that are the health “mothers” to our population
- #13 CRM Delivers Productivity and Engagement for Employees & Partners System transformation leaders must learn from the experience of other industries So where do our customers start? Everywhere! You decide what your DSRIP success platform will look like because there is no one way to find success in delivery reform. These are real applications our customers have either built, integrated or even leveraged from our AppExchange. Since we are a platform, it doesn’t matter where you start in the transformation lifecycle, you choose what's most pressing. But the key is that when you’re ready, you have an agile and innovative platform that can allow you to quickly respond. Transition: Speaking of agile and innovative development platforms, let’s now turn to future proofing…
- #14 Salesforce hosts the richest & deepest business AppExchange ecosystem on the planet with 2800 apps, of which 1200 are FREE. Apps being leveraged by our healthcare customers include: SurveyMonkey for Surveys Zpaper for automated digitization of faxes Skedulo for teams scheduling & dispatch DocuSign for digital signature
- #15 So given that we all know that in reality we are currently in “Pay for Reporting”, Even though we Will Eventually Become “Pay for Performance” Let us turn to our friends at Finger Lakes to hear about how they are currently implementing Salesforce CRM.
- #17 296,058 medicaid members 100,414 uninsured Working with cope health solutions
- #24 Speaking about mobile surveys, Pew Center found that 90% of adults in the US have a mobile phone and that 8 out of 10 people standing in line at the Medicaid offices were using a smartphone – why? Because the pervasiveness of free wi-fi makes it cheaper to communicate via smart phones with apps like Whatsapp? than through traditional cellular or land line telephonies! On HC Provider switch to mobile surveys and experienced: Survey costs = 6% of traditional methods Response rate 5.6x greater Median response time that was 54 MINUTES vs. 1 month for traditional surveys Create with free AppExchange partner: GetFeedback This online survey application that allows ANYONE to create engaging online surveys Surveys display perfectly on smartphones, tablets, and browsers Responses can be easily mapped into Salesforce (i.e. Accounts, Contacts, Cases) for auto-saving Reports can be sanitized for identifiable information Automate distribution with: ExactTarget via email or workflow No paper, no printing fees, no manual input, integration includes free form text Immediately available and analyzable
- #25 DEMO: Next we are going to take you to the future of DSRIP where the Salesforce platform is being used to drive Partner productivity and Partner engagement. Similar to the MIX: MRT Innovation Exchange in New York, PPS director is using Salesforce Partner Communities to collaborate. In this story we will meet rogue PCMH director Tom Mavens who is a partner to thinly spread PPS director Gordon Friesen. Gordon, take us on a tour of your day… [After email]: Now lets transition to the over the other side of the city and meet our rogue pcmh director, Tom Mavens. Tom, tell us what is going on in your world…. Tom – does this mean you have much less email? [After dashboards]: But I’m sure the audience is wondering what happened to the @mention of our pps director Gordon… how would he even know that Tom had uploaded the document? Let’s see, Gordon.. Tell us…
- #26 In summary we are helping to transform the healthcare industry by enable healthcare leadership teams to develop their own solutions in their own way. Connectivity Education Proactive intervention Flexibility to innovation Automated workflows (data working for you) Virtual collaboration Mobility Scalability
- #27 Seeded Questions: How are you addressing data model challenges around shared partners? Meetings: how are you tracking physical attendees and well as online attendance? Does Salesforce integrate with the MAPP tool? Now that you have succeeded in leveraging SF for DSRIP, where else do you see it being applicable through out the healthcare system?