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DSRIPforce Webinar Master Final
1. Welcome to the
Success Platform 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 harbor statement 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-
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most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor
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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.
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
THE WORLD
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 for the past 16 years
Salesforce Has Transformed Every Industry
Communications & MediaHealthcare
Manufacturing & AutomotiveGovernmentRetail
Financial Service
8. Use Case: Engagement Center
-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 the country 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?
Current cost trends are untenable
Labor accounts for ~55% of healthcare costs
Source: PWC
11. Engagement Productivity
A study of 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
13. Future Proofing Your Platform
Salesforce hosts the richest & deepest business app ecosystem on the planet
14. Current Reality of Delivery 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
17. Contacts
Accounts
Accounts
Needed to Map Complex 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 Map Complex 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 Map Complex 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 Were Necessary
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 Modified to Include New Elements
We modified the
standard screens to
include all of the new
data elements
24. Meet rogue PCMH Director: 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 live demonstration 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
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
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.
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
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.
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.
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.
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.
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).
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.
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
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
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…
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
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.
296,058 medicaid members
100,414 uninsured
Working with cope health solutions
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
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…
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
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?
