Project Name
Replaced a Legacy Patient Intake System With Salesforce and Eliminated Manual Handoffs Across 5 Clinical Workflows
Our client is a globally operating medical technology company specialising in devices and treatment pathways for sleep-related conditions, including obstructive sleep apnoea.
Headquartered in Australia and operating across multiple international markets, the organisation manages a complex patient referral and intake process that bridges dental sleep medicine providers, insurance clearinghouses, and financial systems.
The company had an established Salesforce instance but relied on an external healthcare operations platform as the primary system for patient intake orchestration, creating a critical operational dependency outside Salesforce, limiting end-to-end visibility, and preventing the clinical team from applying CRM automation or reporting to any stage of the patient journey.
A Salesforce instance that could see the sales pipeline but was completely blind to the clinical process running alongside it.
- Legacy Dependency Creating a Blind Spot in Salesforce: All patient intake orchestration, milestone tracking, and clinical workflow progression happened in an external healthcare operations platform, leaving Salesforce with no visibility into the patient journey, no unified record, and no ability to apply CRM automation or reporting to the clinical process.
- Manual Referral Entry From Inbound Faxes: Patient referrals arrived as inbound faxes from clinical providers. Staff manually transcribed fax data into the system, introducing transcription errors, processing delays, and zero audit trail between fax receipt and record creation.
- No Automated Copayment Assessment or Patient Communication: Insurance copay applicability was calculated manually using offline logic, and patients were notified via ad-hoc communications, creating inconsistency in copay collection timing, missed notifications, and no standardised payment link delivery mechanism.
- No Geo-Based Provider Matching: Identifying the top three in-network dentists within a radius of each patient was a manual staff task using external directories, slowing patient-to-provider matching and introducing variability in recommendation quality across regions.
- Fragmented Reporting Across Disconnected Systems: Claims status, copay collection rates, lead conversion metrics, and referral expiry tracking all lived in different systems, preventing clinical operations leadership from accessing a single dashboard view of patient intake performance at any point in the process.
- No Automated Post-Referral Follow-Up Cadence: After a patient was referred to a dentist, follow-up was ad-hoc and staff-dependent. No structured follow-up task cadence existed, and patients who did not convert after the initial referral were effectively lost from the pipeline without a systematic intervention.
Ksolves, as an AI-first Salesforce consulting services company, configured Salesforce Sales Cloud as the full replacement for the external healthcare operations platform, making it the single system of record for every stage of the patient intake lifecycle from inbound fax through clinical submission and billing. The architecture was designed on a declarative-first principle: Salesforce Flows handle the majority of intake orchestration, copay logic, and follow-up automation, with Apex deployed only where geolocation calculation, SMS delivery, and complex integration logic required programmatic control.
- Salesforce as the Single System of Record: Replaced the legacy healthcare platform by configuring Salesforce Sales Cloud to manage the complete patient intake lifecycle, from referral receipt to claim readiness.
- Automated Intake Workflow Management: Built Salesforce Flows to automate intake stages, patient verification, follow-ups, and claim preparation with minimal manual intervention.
- Real-Time eFax Integration: Integrated eFax with Salesforce through an Apex REST service, automatically creating Cases and attaching referral documents as they arrive.
- Automated Co-Pay Calculation & Notifications: Developed a co-pay engine that calculates patient responsibility and triggers SMS and email payment notifications automatically.
- Geo-Spatial Dentist Recommendation Engine: Implemented geolocation-based matching to recommend the nearest in-network dentists based on patient location and insurance coverage.
- NetSuite Integration & Conversion Automation: Enabled bidirectional synchronization between Salesforce and NetSuite, automating lead conversion and order linkage.
- Multi-System Integration Architecture: Connected Salesforce with NetSuite, Celigo, eFax, ClearingHouse, and Digital Engagement to create a seamless end-to-end intake ecosystem.
- Operational Reporting & Analytics Suite: Delivered eight real-time dashboards and reports providing visibility into intake performance, claims status, copay collections, and billing operations.
Technology Stack
| Category | Technology |
|---|---|
| Platform | Salesforce Sales Cloud |
| Architecture | Salesforce Flows + Apex |
| Integration | eFax + Webhook |
| Integration | NetSuite Bidirectional Sync |
| Automation | Salesforce Digital Engagement |
| Compliance | ClearingHouse eClaim |
From a clinical process, Salesforce could not see a fully automated intake lifecycle visible in real time, from inbound fax to billed claim, in one platform.
- Manual Referral Transcription Eliminated Entirely: eFax webhook integration creates Salesforce Cases automatically with the original fax document attached the moment a referral is received, replacing a manual transcription process that introduced errors, delays, and zero traceability between fax receipt and record creation.
- Legacy Platform Dependency Fully Retired: Salesforce is now the single system of record for the full patient lifecycle. Every intake milestone, insurance verification, copay event, dentist recommendation, and claims status is visible within Salesforce in real time, replacing a platform the CRM had no visibility into.
- Co-Pay Collection Automated End-to-End: Automated co-pay engine calculates applicability on record update, triggers SMS and email notifications with payment links via Salesforce Digital Engagement, and logs all responses as Activity records, targeting a significant reduction in co-pay collection cycle time measured post go-live.
- Provider Matching Reduced From Manual Search to Seconds: Apex geo-spatial recommendation engine returns the top three in-network dentists within a configurable radius in seconds, stores recommendations as linked records, and triggers automated patient communications, replacing a manual external directory search that produced inconsistent results with no audit trail.
- Post-Referral Pipeline Leakage Eliminated: Automated 48-hour plus weekly 5-week follow-up Task cadence ensures every referred patient receives structured outreach, with auto-Deferred status after five weeks of non-conversion and referral expiry monitored six months in advance, replacing an ad-hoc process where unconverted patients were effectively lost from the pipeline.
A patient intake process that runs entirely outside Salesforce, invisible to reporting, inaccessible to automation, and dependent on staff manually transcribing faxes and calculating copays by hand, is not a workflow problem. It is a business risk compounding with every referral that arrives. Ksolves eliminated it. Salesforce is now the single system of record from inbound fax to billed claim. Every handoff is automated, and the clinical team has eight live dashboards covering the full intake lifecycle from a single screen. The legacy dependency is retired, the reporting blindspot is closed, and the foundation is immediately extensible to Salesforce Health Cloud and AI-powered patient risk stratification without rebuilding what is already in place.
Is Your Clinical Operations Team Still Managing Patient Intake in a System Salesforce Cannot See?
