Rush College System for Well being is a top-ranked tutorial well being system in Chicago, devoted to delivering high-quality care throughout its hospitals, clinics, and outpatient providers. Targeted on innovation, fairness, and neighborhood well being, Rush is thought for its modern approaches in affected person care, providing cutting-edge remedies and customized providers.
Committing to Personalised, Significant Care
The healthcare trade may be each complicated and aggressive, demanding forward-thinking methods to attach with sufferers and ship actually customized care. Connecting individuals with the perfect supplier on the splendid time and site may be important, and Rush is constantly rethinking how one can improve affected person communication to assist streamline entry to providers, particularly for his or her marginalized populations.
As a healthcare supplier, analysis hub, and academic establishment, Rush faces a singular problem: delivering customized, constant experiences not only for sufferers but additionally for college students, workers, donors, and different stakeholders. Whereas the management staff had already invested considerably in numerous know-how platforms, they turned to PwC and Salesforce to assist them reimagine the expertise inside the medical setting and throughout each level of interplay.
Agentforce: The AI Benefit in Healthcare
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Because the SVP and CIO, Jeff Gautney, explains: “Entry to care is a large subject, however on prime of that, there’s the friction in getting that care. It’s not nearly scheduling appointments. It’s all of the work you want to do earlier than and after, whether or not it’s a surgical go to, a effectively go to, or bodily remedy. There’s typically lots of friction within the system.”
To assist handle these challenges, Rush got down to harness fragmented knowledge inside their EHR and different non-clinical programs and advance their system huge imaginative and prescient.
Constructing a Unified Basis for Enhanced Service and Effectivity
In collaboration with PwC, Rush management leveraged the Salesforce platform to interrupt down knowledge silos, allow system-wide consistency, and assist purpose-driven experiences that unified every touchpoint. PwC delivered a holistic roadmap to remodel Rush’s contact middle and affected person entry by guiding management on knowledge integration, workflows, and automation. This helped the Rush staff mobilize their knowledge, turning it right into a strategic asset that drives higher affected person care and operational effectivity.
By implementing Salesforce’s unified platform, particularly Well being Cloud, Information Cloud, and Agentforce, Rush created a complete Person360 view that features:
- Seamless integration with Epic facilitated by MuleSoft
- Utilization of Information Cloud to assist handle preferences and cut back storage prices
- Integration of Advertising and marketing Cloud to reinforce affected person entry
This unified platform helps affirm that every affected person’s interplay is knowledgeable, well timed, and tailor-made to particular person wants.
Uncover the Full Story
Hear from RUSH College System for Well being and PwC in a 2-minute video
Leveraging Information to Enhance Entry to Care
These new capabilities floor distinctive knowledge components in Salesforce, together with billing data, to optimize the income cycle whereas interacting with sufferers. These enhanced knowledge insights additionally assist and streamline key affected person providers, corresponding to prescription filling, the place automation performs a significant position.
Prescription refill requests have been one of many prime causes sufferers known as Rush’s contact middle. With the implementation of Agentforce, this course of was automated, permitting sufferers to obtain real-time updates with out ready on maintain. Agentforce ensures quick and correct refills, making it simpler for sufferers to entry the drugs they depend on whereas liberating up invaluable employees time.
Equally, the brand new HealthCare Supplier Locator with superior search options helps sufferers shortly discover the proper supplier based mostly on their preferences. Accessible 24/7 via a easy chat characteristic on Rush’s web site, this instrument cuts down on the variety of clicks wanted to get data, eases the burden on name middle employees, and helps forestall missed appointments or confusion about the place to go.
By streamlining entry and making it simpler to attach with care, Rush is enhancing sufferers’ experiences from the primary interplay.
Gautney confirms: “We’re all a part of the healthcare mission as a result of we wish to be with our sufferers and learners, working at that degree. What I’m seeing an increasing number of is that our brokers can now spend time with sufferers, with out having to handle primary duties like resetting passwords, guiding somebody to a clinic, or rescheduling appointments. These are dealt with by automated brokers.”
Trying Forward with Agentforce
Rush envisions a future the place healthcare is really customized, predictive, and proactive. This implies adopting instruments like Agentforce and AI to assist ship tailor-made remedies, have interaction sufferers of their care, and empower employees members to supply the highest-quality service. They plan to take this additional with Agentforce, doubtlessly increasing throughout the group to different departments.
With this robust digital basis, Rush has overcome frequent trade hesitations and positioned itself as an modern, forward-thinking healthcare chief. By embracing transformative know-how, Rush units a brand new trade normal for affected person care that’s accessible, environment friendly, and centered across the particular person’s distinctive well being journey.
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