Hyland Industry Ebook [HLS]

Here’s how Hyland can help a healthcare organization Industry Insider like yours. HEALTHCARE AND LIFE SCIENCES PAYERS AND PROVIDERS Streamline document management processes. Import or capture documents from a single Salesforce interface. Increase customer satisfaction. Quickly search, find, and view information from multiple systems in Salesforce. See how our partner Hyland tackles challenges in the Optimize Salesforce performance. healthcare and life sciences industry. From big-picture Offload storage to Hyland’s scalable content problems to the specific needs of a member services services repository. manager, Hyland has it covered. Hyland’s OnBase Integration for Salesforce centralizes your important business content in one location and delivers relevant information to you when you need it, wherever you are. Keep reading to learn how Hyland can help a member services manager at an insurance organization communicate with members and providers efficiently.

The Solution Hyland helps payer organizations access and route Easily update provider the information they need to ensure members networks. receive the care they need in a timely manner. The Challenge: Provider information is often siloed across many systems and can require multiple manual steps to add to Salesforce records. The Solution: Provider information can Get full visibility into be captured or imported directly from the member information. Salesforce interface and mapped to The Challenge: Payers have multiple keywords in Hyland. systems that contain member information, and time can be wasted looking for the correct information. The Solution: Hyland’s OnBase Integration for Salesforce links unstructured information in Hyland's content services solutions to a member record in Salesforce. This allows member services representatives to have all the information they need in one record. Streamline the doctor/physician credentialing process. The Challenge: Documents spread among multiple systems make it difficult to verify credentials. There might also be automation gaps around entering credential information into Salesforce, updating records, and notifying payer organizations (insurance companies) when credentials expire. The Solution: Doctor/physician credential documents can all be stored within Hyland’s OnBase, and credential metadata stored in the system can be mapped to Salesforce field values. This enables alerts or notifications to be sent to key stakeholders, and even the doctors themselves, to take action.

How Hyland Solves The Scenario Jane’s Challenges In this example, let’s imagine how the Helping Members member services manager at an insurance 1. Jane receives a call from a member wanting to know why her organization uses Hyland to provide timely insurance claim for physical therapy was denied. information to members, physicians, and 2. Jane views the record in Salesforce and sees that the order for third-party payers. physical therapy is present, but it was a written order. She accesses it in the Hyland content services solution and sees that some information is missing. 3. She checks with the claims department and they tell her the claim was returned to the provider for more information. Jane shares this with the member and notes it in Salesforce with a follow-up reminder. 4. A week later, Jane checks on the claim and sees it is paid. She looks the patient up in Salesforce and follows up to let her know that the claim has been approved. Jane then updates Jane Callback her notes in Salesforce so she will have the history behind this Member Services Manager, call for future reference. Insurance Co. Tracking Provider Credentials Her Goals: Her Challenges: 1. Jane sees alerts in Salesforce for soon-to-expire and expiring credentials for doctors in her organization’s care network. Jane spends her days • Minimize the number of steps • Time lag from request to response to access, update, and share due to numerous systems that 2. Jane sends emails to hospital administration and the doctors responding to member information need to be accessed and updated requesting they issue current credentials. requests for information or • Provide only the most accurate • Ensuring information is accurate 3. The hospitals and doctors she reached out to send back concerns. She takes a lot and up-to-date information to and secure updated credential information. Jane imports the credential of calls and has difficulty members while keeping data safe • Quickly and accurately routing documents into Salesforce using the OnBase Integration for remembering who has called • Use just a few steps/clicks to a member’s request for follow-up Salesforce. She then applies field values for the documents about what and which is the update a member’s record and to the correct department and saves the records. right department to route their forward the need for follow-up concerns to for follow-ups. to the right department 4. This updated information ensures that the associated doctors • Send time-based notifications and the hospitals where they practice can be listed in their regarding credential expiration to provider network. hospital administrative staff, as well as the doctors themselves, so they can take action Learn more about Hyland