Healthcare
HIPAA-compliant Salesforce solutions for health systems, payers, and life sciences. Health Cloud, patient engagement, and care coordination.
Healthcare's CRM Problem
Care coordinators are switching between an EHR and a CRM that don't talk to each other. Member services agents don't have context when a member calls in. Referrals are sent and never tracked. Patient outreach goes out to the wrong segments because marketing data is stale. And every new initiative runs into the same blocker: HIPAA.
Digital Mass has delivered Salesforce solutions across payer, provider, and health tech organizations. We know the compliance requirements, the integration complexity, and the workflow nuances that make healthcare different.
Who We Work With
- Health systems and hospital networks
- Payer organizations: commercial, Medicare Advantage, Medicaid managed care
- Specialty and multi-site provider groups
- Behavioral health and mental health organizations
- Digital health and health tech companies
- Pharmaceutical and life sciences organizations
- Home health and post-acute care providers
What We Build
Salesforce Health Cloud: Care team models, patient and member 360 profiles, care plan management, referral network tracking, and timeline views.
Patient & Member Engagement: Marketing Cloud journeys for appointment reminders, care gap outreach, preventative health campaigns, and post-discharge follow-up.
EHR Integration via MuleSoft: HL7 FHIR-compliant, bidirectional integrations connecting Epic, Cerner, Athenahealth, or Meditech with Salesforce in real time.
Agentforce for Healthcare: AI agents that handle appointment scheduling, benefits inquiries, referral status checks, medication refill requests, and prior authorization status.
HIPAA-Compliant Architecture: Field-level encryption, Shield Platform Encryption, sharing rules that enforce minimum necessary access, full audit trails, and BAA requirements.
Provider Relationship Management: Physician networks, referral relationships, contract status, credentialing, and provider outreach within Salesforce.
Common Pain Points We Solve
- "Our care coordinators use the EHR for clinical data and Salesforce for engagement but they never talk to each other."
- "We're losing referrals because we have no visibility into whether they were followed through."
- "We can't do personalized patient outreach because our data is fragmented across systems."
- "Our contact center agents don't have member context when they call in."
- "We want to use AI in patient interactions but we're worried about HIPAA exposure."
Outcomes
- Care coordinators have full patient context in one screen without toggling between EHR and CRM
- Patient no-show rates drop with automated, personalized appointment reminder journeys
- Referral leakage decreases with closed-loop referral tracking
- Member acquisition improves with data-driven outreach and segmentation
- Compliance audits become manageable with complete activity logs
Technology
Salesforce Health Cloud, Marketing Cloud, Data Cloud, MuleSoft (HL7 FHIR), Agentforce, Einstein Trust Layer, Shield Platform Encryption, Experience Cloud, Epic Connector, Cerner Connector, CRM Analytics, Tableau
Digital Mass is the best consulting partner I have worked with in my 20+ years of working in the Salesforce ecosystem. They are approachable, knowledgeable, innovative, and fun. The last 10 months working with them have been a game-changer for our business and my team.
Digital Mass is a truly collaborative partner, working in the trenches with us on a variety of projects. Their expertise seems to know no bounds, and regardless of the hurdle we come across, Digital Mass is at the ready with recommendations on how to ultimately work to get us back on course, no matter the storm.
Working with Digital Mass has been great. The staff is very responsive and eager to understand and deliver value. We have two consultants who have become integral members of our Scrum teams. They have helped raise the skill level of our internal staff. I would highly recommend working with Digital Mass!
Jeff's attention to detail, technical expertise, and calm nature make working with him very pleasurable. Everybody internal who works with him loves him. I could give him 6 stars if that were an option. Keep up the good work, as we are going to need more help in the future.
They came up with creative solutions to problems we experienced and helped guide our team, who were mostly new to Marketing Cloud. As we got closer to the deadline, the team went above and beyond to make sure we were successful.
Overall, we had an excellent experience. Their senior solutions lead's technical knowledge and management of the project was the key factor that led to a successful engagement.
While we were still maturing in Salesforce ecosystem, Digital Mass helped us manage within budget and helped us design solutions which exceeded our expectations.
Digital Mass was a game-changer for my Salesforce CRM team when we faced some tight deadlines that felt almost impossible. They are willing to just target your company's immediate need with augmented staff. I highly recommend Digital Mass for their targeted, effective solutions.
Latest on Healthcare
A Claims Intake Engine Built for the Way Payers Actually Receive Claims
A national health insurance carrier was losing its legacy claims platform on a deadline. Digital Mass designed a Service Cloud intake engine to triage and automatically adjudicate claims, giving examiners a faster surface for the cases that require human judgment.
Automated Process Implementation for a Multi-State Healthcare Company
A multi-state healthcare company needed to migrate off a homegrown proprietary application that had become the backbone of their claims operations. Digital Mass moved 400 users to Service Cloud in nine months, and opened three new intake channels in the process.
