Healthcare

Healthcare's CRM Problem

Care coordinators are switching between an EMR 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 from every other industry. We build for all of them.

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 built for clinical and administrative workflows — not generic CRM workflows repurposed for healthcare.

Patient & Member Engagement

Marketing Cloud journeys for appointment reminders, care gap outreach, preventative health campaigns, Annual Wellness Visit scheduling, and post-discharge follow-up. Personalized, timely, and triggered by the right clinical or administrative event.

EMR & EHR Integration via MuleSoft

HL7 FHIR-compliant, bidirectional integrations connecting Epic, Cerner, Athenahealth, eClinicalWorks, or Meditech with Salesforce — in real time. Care coordinators have the clinical context they need in their Salesforce workflow without switching systems. Clinical data stays where it belongs.

Agentforce for Healthcare

AI agents that handle appointment scheduling, benefits inquiries, referral status checks, medication refill requests, and prior authorization status — reducing call center volume without compromising the member experience. Designed with the Einstein Trust Layer to keep PHI protected.

HIPAA-Compliant Architecture

We design data architecture for PHI handling from the start: field-level encryption, Shield Platform Encryption, sharing rules that enforce minimum necessary access, full audit trails, and BAA requirements. Compliance is built in — not retrofitted.

Provider Relationship Management

Manage physician networks, referral relationships, contract status, credentialing, and provider outreach within Salesforce. Give your provider relations team a complete picture of network performance and gaps.

Common Pain Points We Solve

• "Our care coordinators use the EMR 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 EMR and CRM
• Patient no-show rates drop with automated, personalized appointment reminder journeys
• Referral leakage decreases with closed-loop referral tracking and provider communication
• Member acquisition improves with data-driven outreach and segmentation
• Compliance audits become manageable with complete activity logs and governed data architecture

Technology

Salesforce Health Cloud · Marketing Cloud (Healthcare edition) · Data Cloud · MuleSoft (HL7 FHIR) · Agentforce · Einstein Trust Layer · Shield Platform Encryption · Experience Cloud (patient portals) · Einstein for Healthcare · Epic Connector · Cerner Connector · Athenahealth Connector · Tableau