Case Study
From Fragmented to Seamless: How Elwyn of Pennsylvania Transformed Access to Care for Children’s Behavioral and Educational Services with Salesforce
Download Case StudyIndustry: Healthcare & Life Sciences (HLS)
Organization: Elwyn Of Pennsylvania
Revenue: $500M+
Engagement Duration: 6.5 Month
The Challenge
Elwyn of Pennsylvania, a national leader in the non-profit behavioral health and educational services industry, faced operational process flow and provisioning challenges for patient and student intake and profile management for their Children's Behavioral Health and Education service lines. The core challenges faced by Elwyn of Pennsylvania included fragmented intake process flows and execution, a myriad of disparate systems and technology platforms, and ineffective access and visualization of data, resulting in a fractured student/patient lifecycle model that yielded consistent backlogs of student/patient intake volume, verifications of eligibility, programmatic acceptances, all resulting in delays to access critical health and education services to vulnerable student/patient populations in the Commonwealth of Pennsylvania.
With no unified platform for managing referrals, cases, and schedules, Elwyn of Pennsylvania lacked the speed, visibility, and flexibility required to meet growing community demand and need.
The Mission
Elwyn of Pennsylvania’s goal was clear: Modernize the Access to Care model for Children’s Behavioral Health and Educational Services — and make it faster, smarter, more connected to meet both the needs of their patient/student populations with a best-in-class experience model and clinical & educational outcomes.
Elwyn of Pennsylvania knew they could not facilitate this journey alone. They needed a unified platform to achieve their desired outcomes. That platform was Salesforce. They also needed a solution implementation partner that could fulfill a trusted advisor status, possess credentialed deep Salesforce Health Cloud expertise, have extensive knowledge in the healthcare and education domains, extensive technology expertise, and the ability to scope, design, and deliver end-to-end solutions flawlessly.
The Jade Global Solution
Elwyn of Pennsylvania turned to Jade Global to be their trusted advisor and solutions implementation partner, charting a course for a full Health Cloud implementation tailored to their unique multi-service environment. Jade Global designed and executed a comprehensive Salesforce solution, delivering a unified platform for centralized intake lifecycle management leveraging HealthCloud, Digital Engagement, Omnistudio, Managed Packages, Shield, and an integration that linked all key legacy systems and data lakes together for unified operational and service delivery.
Key Solution Functionalities & Capabilities Designed and Delivered in Just 6.5 Months:
- Centralized Intake & Qualification Management
- Seamless Patient & Student Case Tracking
- Real-time Appointment Scheduling + Automated Reminders
- Electronic Verification of Benefits (EVOB)
- Intelligent Waitlist Automation with Slot Backfill
- “Save for Later” and Round Robin Scheduling
- Milestone Management, Case Notes & Document Capture
- Deep integration with 8 legacy systems via Azure middleware
- Custom Dashboards for ACD, KPI, and Access Reporting
The Impact — Fast, Transformational, with Measurable and Attributable Results
In just the first 30 days post foundational platform launch, Jade’s solutions delivered impactful results that far exceeded expectations and aligned with projected business case outcomes. Furthermore, these impactful results are projected to have long-term impacts on operational clinical, service, and CoEx efficiencies and results in year one:
- 50% FTE gain in throughput within the first 60 days
- Forecasted increase to 3 FTEs saved by day 90 and 9 by day 365
- 100% end-user adoption rate
- Measurable reduction in intake error rates of 35%
- Increased throughput of 40% resulting in a 33% increase in patient/student programmatic conversions and enrollment
- 25% reduction in cost per call
- 19% reduction in cancellation/no-show rates
- 23% increase in cancellation reschedule rates
- 30% improvement in Provider in slot-type utilization rates
- Projected annual savings of $180K in reduced fees associated with translation services as a result of cancellation/no-show mitigation through automated notifications and appointment rescheduling
- Significant impacts on patient, student, parent, custodian, guardian, and provider experience
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