Humana and Salesforce Joined Hands For A New Healthcare Platform


Salesforce, the global leader in CRM, has announced a multi-year agreement with Humana Inc., a leading health and well-being company. The agreement aims to help deliver a more connected and personalized healthcare experience for Humana’s members. Humana is deploying Salesforce Health Cloud to help power its Enterprise Clinical Operating Model (ECOM), a new care management technology platform that will facilitate integrated care coordination between its members, care teams, and provider communities.

Why This Matters

Healthcare is now delivered not just from clinics as people now avail healthcare via telemedicine, primary care clinics, and home health. Gauging this trend, Humana is building a care coordination platform that its trusted multidisciplinary care team can access, and stay aligned on its members’ healthcare needs.

Coordinated care allows advance knowledge of a patient’s needs and preferences. It can then be communicated to the appropriate people to provide the best possible care for the patient.

According to the Agency for Healthcare Research and Quality, if coordinated care is applied correctly, it can improve outcomes for everyone involved, including patients, providers, and payers. The coordination between stakeholders ensures that the care provided to the patient becomes more effective, safe, and efficient.

“Humana’s journey towards integrated care is so important to delivering the best possible health outcomes for our members. As part of this important work, we’re advancing interoperability, so providers and participants in a member’s care team have connected, simplified healthcare experiences that inherently gives them the freedom to serve the member,” said William Fleming, President of Clinical and Pharmacy Solutions at Humana. “By improving team collaboration and helping to coordinate the care of our members, we can allow them to focus on their health, instead of updating each doctor and clinician they see.”

This implementation with Salesforce and API-led connectivity using MuleSoft will facilitate collaboration between Humana’s care teams. The resultant synergy between teams will bring a single, central view of each member’s complete clinical history and insight into social, environmental, and lifestyle factors impacting the member’s health.

“We are thrilled to partner with Humana to power its digital transformation and connect the healthcare ecosystem across members, providers, and caregivers,” said Dr. Ashwini Zenooz, Chief Medical Officer and SVP of Healthcare and Life Sciences at Salesforce. “With Salesforce, Humana will transform the member care experience and support the health and wellness for millions of its members.”

The Larger Trend

Humana has enlisted the help of other tech companies to help launch healthcare solutions for its members. The company inked a strategic partnership with Microsoft in 2019 to give care teams real-time access to health information using Microsoft’s Azure cloud, Azure AI, and Microsoft 365 collaboration technologies.

Salesforce is also involved in partnerships for its Customer Relationship Management services. Deloitte launched its ConvergeHEALTH Connect using the Health Cloud platform last year, and Mount Sinai Health System tapped Salesforce in 2017 to coordinate and manage healthcare for Medicaid members within its Performing Provider System.

Besides, Humana and Salesforce will collaborate on the development of transformative healthcare solutions through a joint Healthcare Innovation Lab. The facility is based in Humana’s Boston Studio_h, where the companies will co-create and co-innovate to solve today’s healthcare challenges.

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