Challenge
A leader in neurodegenerative disease diagnostics encountered significant inefficiencies in managing financial assistance applications for patients with limited resources. Their manual system was time-consuming and prone to errors, leading to delays in processing and communication. As patient demand grew, they needed a scalable, automated solution to streamline the process, minimize errors, and enhance the overall patient experience.
Approach
To address these challenges, we collaborated with them to design and implement a Financial Assistance Program (FAP) Portal using Salesforce Digital Communities and Salesforce Service Cloud. Our goal was to automate the end-to-end workflow, from pre-eligibility assessments to final approval, ensuring seamless integration with their existing systems while safeguarding data accuracy and compliance.
Key technical features we developed included:
Pre-Eligibility Assessment Logic: An automated system that screens applicants based on income and household data, instantly notifying those who don’t qualify to reduce unnecessary follow-ups.
Dynamic Application Form: A guided form that prompts eligible users to provide necessary financial details, using predefined logic to calculate their pre-eligible cost.
Admin Portal: A secure internal interface allowing the billing team to review, approve, or reject applications with one click, coupled with automated notifications to applicants.
To ensure a reliable, compliant solution, we implemented risk mitigation strategies such as:
Automation: Replacing manual tasks with automation to minimize errors and reduce processing time.
Compliance: Leveraging Salesforce’s healthcare-compliant cloud services to securely manage sensitive patient data in line with industry regulations.
On-Time Delivery: The portal was launched in January 2024, meeting deadlines and budget requirements while minimizing operational disruptions.
Impact
The Financial Assistance Program Portal brought notable operational benefits:
Efficiency: Reduced manual interventions and streamlined workflows decreased application processing time by 50%.
Accuracy: Automated logic and notifications eliminated errors and improved communication timeliness.
Scalability: Built on Salesforce, the solution can scale to meet future demand and support added functionalities as they grow.
User Experience: An intuitive interface enhanced both patient and administrative experiences, enabling faster decisions and higher satisfaction.
Conclusion
By modernizing its financial assistance application process with our fully automated, scalable solution, the diagnostics provider significantly improved efficiency and expanded patient access to essential diagnostic services. This project illustrates the value of leveraging technology to create sustainable, low-risk solutions in healthcare diagnostics, yielding better outcomes for both the organization and its patients.
