Microsoft Dynamics CRM For Healthcare
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description
Dynamics CRM for Healthcare presented at Microsoft convergence meeting, New Orleans 2009
Transcript of Microsoft Dynamics CRM For Healthcare
Microsoft Dynamics CRM for Healthcare
Sumit VirmaniDynamics CRM Senior TechnologistMicrosoft Corporation
Session Code: CRM23
Mike SnyderPrincipalSonoma PartnersRon ArnoneCustomerResurrection Health Care
What is CRM?InteractionsSales & marketing (outreach), service, and other customer-facing activities
Processes Driving consistent execution across your organization
CollaborationEnabling teams to work together inside and outside of your organization
Fits Your People The right user experience for every user role
Microsoft Delivers CRM That…
Fits Your Organization Configures quickly to meet your specific needs
Fits Your Environment Deploys quickly and integrates existing assets
Actionable Analytics
Microsoft Dynamics CRMManageabilityFlexibilityUsability
“We need a solution that is easily managed by our already constrained IT
resources.”
“We need a solution that adapts to fit our organizations
needs.”
“We need a solution that helps make our jobs easier – not
harder.”
Performance and Scalability
The Power of Choice for Software + Service
Choose how you BUY IT - Own it or rent it
Choose how you USE IT - Outlook, browser,
mobile
Choose how you GET IT - Software or service
CHANGE it any time as your organizations needs
change
Patient Satisfaction is a Top Concern
Sponsored by Cisco
Top Business Issues Facing Healthcare(2008 vs. 2007 Results) Figure 8
45%
20%
38%
31%
55%
52%
69%
26%
28%
30%
33%
34%
36%
43%
56%
Increasing Need for Healthcare Services
Creating New Revenue Sources
Government Regulation or Compliance Issues
Adoption of New Technology
Demand for Capital
Patient (Customer) Satisfaction
Medicare Cutbacks
Improving Quality of Care
2007 Responses 2008 Responses
N/A
http://www.himss.org/2008Survey/healthcareCIO_final.asp
Healthcare CRM ScenariosCommunity Outreach
Community Health EducationServices Outreach/PromotionFinancial Donor Management
Case CoordinationPatient Information Management (Health Assistance Hotline, Pre/Post Admission Communication)Pre-Authorizations / EligibilityReferrals (Home Health, Nursing Home / Assisted Living, Physical Therapy / Occupational Therapy, Social Services, Medical Equipment & Supplies)
Case ManagementChronic Disease Management (Diabetes, Cardiovascular, COPD)Clinical Trials
Relationship Management Patients, Physicians, Clinicians, Volunteers, Academic Institutions
Healthcare Focus Areas
Efficient Outreach
Effective Case Coordination
Flexible Case Management
What Is Outreach?
Outreach is a proactive effort led by a Healthcare organization to educate the community and patients it serves on health & wellness issues, as well as inform them about services that it provides. Outreach can also be extended into a two way communication strategy to improve community and patient relationships.
Healthcare Outreach Scenarios
Educate Patients, Develop & Improve Relationships
Improve Patient, Physician and
Community Relations
Educate Patients on Health and Wellness
Promote Service Offerings
Recruit Physicians, Nurses, Volunteers,
Donors
What is Case Coordination?
Case Coordination facilitates the exchange of patient information between clinicians, departments and across healthcare organizations in order to streamline administrative activities and provide efficient patient care.
Coordinate Patient Activities Between Clinicians, Departments and Healthcare Organizations
Referrals – PT/OT, Lab, Radiology, Social Services
Post Admission Instructions / Follow-
UpPre Admission Information and
Instructions
Referrals – Home Health, Long Term Care,
Hospice
Healthcare Case Coordination Scenarios
What is Case Management?
Case management is a collaborative process of assessment, planning, facilitation and advocacy for options and services to meet an individual's health needs through communication and available resources to promote quality cost-effective outcomes. Case Management Society of America National Standards of Practice for Case Management- 2004
Healthcare Case ManagementScenarios
Manage Chronically ill Patients to Improve Health & Well Being
Diabetes Case Management
Cardiovascular Disease
Case ManagementTargeted Health and Wellness Education
COPDCase Management
Patient Relationship Mangement
demo
Microsoft Dynamics CRM for Healthcare
Mike Snyder – Principal
partner
About Sonoma Partners
Microsoft Gold Certified Partner focused exclusively on Microsoft CRM deployments for the enterprise and mid-market
Headquartered in Chicago with offices in Denver and Austin. National customer base.
Two-time Global Microsoft CRM Partner of the Year award from Microsoft. Finalist in 2008.
Over 200+ Microsoft CRM deployments
CRM Product Experts
Working with Microsoft Dynamics CRM
3.0 and 4.0
Microsoft Dynamics CRM 4.0
Step by Step
Programming Microsoft Dynamics CRM 4.0
Sonoma Partners Solution
Pre-built intellectual property on top of Microsoft Dynamics CRM platform
Physician Relationship ManagementCase Coordination
Solution consists of configuration, custom code, reports, dashboards, etc.
Not a packaged software product (no charge)
Resurrection Health Care
Ron Arnone - System Director of Sales
customer
Resurrection Health Care
8 hospitals2,300 bedsPrimary use: physician relationship managementReplaced Maximizer CRMAmbulatory Sales & Home Health teams
Background / Issues
Used Maximizer CRMExcessive bugs in the code requiring numerous work-aroundsDatabase synchronization failuresConnections dropping between Maximizer and Outlook /ExchangeLong lag time between information input and data synchronization for the userLack of true remote access
Platforms Considered
Front Range / GoldMineInfusionMaximizer SoftwareMicrosoft Dynamics CRMNetSuiteSage Software / ACT!SalesForce.comOracle / Siebel CRM
Resurrection CRM Deployment
Physician databaseSpecialtiesAreas of InterestAffiliationsContact information and history
Physician service
Future phases
Additional InformationMicrosoft Dynamics CRM
Healthcare CRM Demonstration http://www.microsoft.com/dynamics/crm/demos/healthcare/MSDynamicsCRM_Healthcare_PRM_Silverlight_WEB_072008/default.html
Healthcare Whitepaperhttp://download.microsoft.com/download/0/8/7/087a2af6-aad4-4f20-b31a-698c7647e9b1/MicrosoftDynamicsCRM_Healthcare_PRM_WhitePaper.xps
http://www.microsoft.com/dynamics/industry/healthcare.mspx
Microsoft in Healthwww.microsoft.com/healthcarehttp://blogs.msdn.com/healthblog www.microsoft.com/amalgawww.healthvault.comhttp://msdn.microsoft.com/healthwww.mscui.net
Q&A
© 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after
the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
