Enrollment and OutreachData Visibility

Deepening CRM Usage

Our Presenters

Micki Cianciosi, Director of Enrollment, On Lok Lifeways

T.C. Nguyen, Enrollment Supervisor, On Lok Lifeway

Jessica Chau, Enrollment Analyst, On Lok Lifeways

Anand Degasi, Founder and CEO, LIRIK Design

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On Lok Enrollment Process

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Inquiry is Qualified

In Person Meeting

with Rep at Center

Home Visit IDT Assessment

State Submission

and Approval

What is Salesforce CRM?• Customer Relationship Management Tool

(CRM) on the cloud

• Track interactions with candidates/Referral Sources (what you know and don’t knowis equally important)

• Automate organization workflows (allows reports to match your workflow)

• Reports: (example - evaluate delays in operational/enrollment processes)

• ROI from campaigns and outreach

• AND MORE!4

Forecast/Visibility – Unclear

projections, eval of enrollment process

User Experience –Poor layouts,

redundant entries

Mobility – Poor interface for real time data entries

Workflow Automation –Inefficient

workflows/processes

Team’s Productivity/Performance

– Unclear how reps are spending their day

SFDC/EHR Integration – Access data from 2 different places for

one report, duplicate data entries

Before Picture of Salesforce Key Areas for Improvement

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Forecast/Visibility Before/After

No Account RatingNo Outreach VisibilityNo Tracking of Converted leadsNo Visibility on Rep Productivity

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All Accounts Rated A,B or C with A/A –C/C qualifiersAll Account Interactions TrackedTracking of Conversations in Several Steps of the Enrollment ProcessClear Visibility on Rep Productivity

Before - Visibility Case Study

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“I need to know on average how long it takes to enroll a senior and where the delays are occurring!”

Mr. Walsh, Big Boss

After – Visibility Solution

Average Days in Pipeline By Center Report

After – Visibility Solution

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Pipeline Conversions

After – Visibility Solution

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Rolling 12 ReportSelect how you want graphs to be aggregated: Company wide, Regionally, By Each Center

After – Visibility Solution

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Rolling 12 Report – Company Wide

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After – Visibility SolutionRolling 12 Report – Regionally

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After – Visibility SolutionRolling 12 Report – An Individual Center

Before - Work Flow/UX Case Study 1

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Every single thing I have to do takes so much time! Like our transportation request for example:First - I have to open my laptop, Then – Find wifi, Then – Log on our VPNThen – Find find the transport docThen – Type out the informationThen – Save itThen – Attach it to email and make sure I send it over to ALL the right people.

And they get lost all the time, no once gets them!!And I do several of these for every intake. I CAN’T DO THIS ANYMORE!”

Enrollment/Outreach Specialist

After – Workflow Case Study Solution

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First, Go to Intake’s Enrollment Record and click on Transport Request button

BEFORE: 8 Steps to complete for each transport Request and no documentation in database of it

NOW: Only 3 Steps and documentation in database automatically!

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Pre-filled electronic transport form, press save.

After – Workflow Case Study Solution (Cont’d)

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Auto Email Attached Request Form to Center’s designated recipients

After – Workflow Case Study Solution (Cont’d)

Intake A

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Request archived/documented in Salesforce automatically

After – Workflow Case Study Solution (Cont’d)

Before - Work Flow/UX Case Study 2

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“ It’s me again. Another issue I’m having is with the home visit request process. The Intake RN needs to review our intake form before they can approve the home visit appointment.

I always need to copy/paste the electronic phone intake form link to the home visit request form but need to be on my laptop to do that one single thing!

It’s so time consuming – why cant the the link just appear on the home visit request form so that I can do it from my phone while I’m in the field. ANDD, I have to move between different screens and do double data entries. Why can’t data be automated and in one screen? ”

Enrollment/Outreach Specialist

After – Workflow Case Study Solution

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BEFORE (Need to change between screens and manually enter data)• Go to “Home Visit Request” tab and

click on “New” button to generate new form.

• Link the candidate’s record to the form• While on the phone with intake, find the

RN calendar in salesforce in a separate tab.

• Go back to the home visit request form to manually enter the available date/time and requested Intake RN’s name.

• Copy/paste hyperlink to electronic phone intake form on every home visit request form. Press “Save” and you are done.

AFTER (All in one screen and auto populates data)• Go directly to candidate’s record and press the new

“Home Visit Request” button on my candidate’s record and form will auto link candidate’s record.

• The corresponding link to the intake form auto populates along with the center!

• Select requested RN from picklist and calendar appears on same page without having to navigate to different tab. While on the phone with intake, can select available spot on calendar which autopopulatesdate/time on request form. Select “Save” and you are done!

PLUS, can do all this in salesforce app on mobile now!

Home Visit Request Workflow Enhanced

After – Workflow Case Study Solution (cont’d)

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Go to a candidate’s enrollment record and click on “Home Visit Request Button”

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New window appears and the electronic phone intake form’s hyperlink auto-populates!!

After – Workflow Case Study Solution (cont’d)

After – Workflow Case Study Solution (cont’d)

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Select Intake RN’s name and his/her calendar will appear to show availability for the week. You can move to the week you want. Let’s click on 10/24/16 at 9am since that looks available

Select RN here

Keep in mind this field is blank but will be auto-populated when date is selected

After – Workflow Case Study Solution (cont’d)

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• A 3rd window will pop up where the date and time auto populated for “10/24/16 from 9am to 1:30pm.”

• Press save.

After – Workflow Case Study Solution (cont’d)

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• The calendar is automatically blocked and the date/time is auto-populated on the form.• Press save and an email will go out to notify the respective Intake RN of this appointment. • The Home Visit Request Date will auto-populate on the candidate’s enrollment record. You

are done scheduling the home visit for this candidate.

Field was blank earlier but now auto-populated after selecting date.

Blocked on calendar

Before - Work Flow/UX Case Study 3

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Jack, Intake RN

“ I don’t know what to do. So many fields on this enrollment page and many do not even belong to me!

Stop this madness!

After – User Experience Solution

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Before

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After – User Experience Solution (Cont’d)

After: Use of Record Types by Profile (Removed 90% of unused fields)

Before – Mobile Access Limitation Case Study

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“I’m in the field all day, ugh. I have a few minutes here and there but not enough to start up my computer and connect to hotspot. I wish I can use my phone to do things in between. “

Ron, Enrollment/Outreach Specialist

After – Mobile Access Solution

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Some actions reps can do in mobile now while in the field

• Schedule HV/Center Assessments

• Submit Transport Requests

• Enter data for any records

• Make phone calls through New Voice Media and disposition calls

Before – Team’s Productivity Case Study

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“Hm, it will be great to easily know how my team, my enrollment specialists are spending their time that can yield highest productivity. Management would want to see that. Why do I feel like my boss Micki is watching me….!”

TC, Enrollment Specialist Supervisor

After – Team Productivity Solution

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Minimum Standard Jul-16 Aug-16 Sep-16Quarter AverageAverage standard-met/not met

NVM Compliance YES YES YES YES YES

Salesforce Data Compliance YES YES YES YES YES

Home Visits - 5/Month 7 6 5 6 Met

Enrollments - 3/Month 7 3 2 4 Met

Outreach 4 /Weekly (16-20/month) 8 5 8 7 Not Met

New Contact 1/Week 1 (4-5/month) 13 22 25 20 Met

Account Interactions 4 -Weekly (16/month) 79 92 103 91 Met

Referrals from ABC accounts 8/Month 12 26 17 18 Met

Old leads - 5 per month 6 6 7 6 Met

Rep’s Report Card

Before – SFDC/EHR Integration Limits Case Study

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“Aiy! I have to pull a report that includes data from the electronic health record. Ugh, do I need to export data from there and from salesforce to gather basic intelligence of our average gross and disenrollments??”

Jessica, Enrollment Analyst

After – SFDC/EHR Integration Solution

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Enrollment Dashboard

Recap

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Forecast/Visibility– Better

projections, eval of enrollment process

User Experience –Improved layouts, streamlined data

entry

Mobility – Better interface for real time data entries

Workflow Automation –Streamlined manual

workflows/processes

Team’s Productivity/Performance

– Know how reps are using their time

productively

SFDC/EHR Integration – Access data from

one place

Some Lessons Learned in the Quest for A Salesforce Consultant

• Start by making a complete list of system requirements and reports and send your RFP to as many vendors as possible

• Hold interviews with proposal reviews

• Carefully identify your needs and costs foronshore vs offshore assistance

• Work with a business analyst while developing requirements and during your project

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Thank You for Listening to Us!

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