DECEMBER - 202219DELIVERING HIGH-QUALITY PATIENT CAREpatient that includes step-by-step directions and a hyperlink that takes them directly to Google maps for the clinic they are looking for. Then we have patient portal reminder that helps patients reaching the best pharmacy for refill medication. During the pandemic many patients stated they couldn't refill medication as their prescriptions were post-dated or out of range and patients had to make an updated visit with the provider. As a result, the drugs from our Epic department may now be found in our CRM tool. The reason that we have this is our agents non-medical and inexperienced. They do not have access to those medication refills, screens, or information. Having it on Salesforce allows our team to have better understanding and a clear conversation with the patient about medicines they need. Then, they send an in-basket message to that clinical team to proceed with the same request. This tool has been innovative in the space over the past years as it saves at workflow and process of least one to two nurses.From a population health standpoint, we've partnered with the primary care and population health teams to provide information on health maintenance topics. We feel that every interaction with our patients is an opportunity to intervene. Our agents use a pre-prepared script to talk to the patient about their health and get them scheduled. If the patient requests that the procedure be performed outside our organization, the agents will gather a few details and transmit them to our population health team. To be noted in the permanent medical record and close the healthcare gaps that are part of our value-based contract. Overall, leveraging CRM has been a great success for us. It allows us to have detailed patient information and communication with our clinicians while ensuring that all areas of our relationship are data-driven.Any piece of advice for the upcoming professionals in this field?I would suggest three key points for young professionals to succeed: clarity, alignment, and focus. They should have clarity about their objectives and strive for constant progress to align the entire team with those goals that help them achieve high performance. That also goes hand in hand with focus. It is vitally important to have them focused on their mission and vision. For us, our mission is to lead the world in transforming patient access through premier services, extraordinary patient care, collaboration, and innovation. All these elements are extremely valuable to succeeding in patient access and exceeding in healthcare. I believe it's important to use technology to improve the patient experience and operational workflows, as well as their effectiveness and efficiency whenever possible
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