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Eigen X Case Study - MD Department of Health

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Client Overview

Location: Baltimore, MD, USA

Employees: 10,000

Industry: State Agency - Health

Solution: Salesforce

Go-Live Dates: On Going

The mission of the MD Department of Health is to improve the health status of every Maryland resident and to promote access to quality healthcare. MDH regulates healthcare providers, facilities, and organizations, and manages direct services to patients, where appropriate. MDH has four major administrations or divisions: Behavioral Health Administration (BHA), Developmental Disabilities Administration (DDA), Public Health Services Administration (PHS), and Healthcare Financing Administration (HCF or Medicaid or MA). ​

Challenge

  • Many existing MDH business functions operate in silos:

    • Manual processes and lack of visibility into business processes ​

    • Lack of access to data supporting business functions ​

    • Labor intensive workflows and approval processes ​

  • Heavy use / reliance on access databases and excel spreadsheets to support business functions ​

  • Limited operational reporting capability ​

  • Common use of paper-based forms ​

  • Limited integration with key applications ​

  • No automated validation of data ​

  • No automated alerts and triggers ​

  • No central document management 

Solution

  • Implementing agency-wide Salesforce solutions by program to support several key state assistance programs including: ​

    • Healthy Kids ​

    • Pharmacy High-Cost Claims ​

    • Professional Provider Relations ​

    • Recoveries and Financial Services ​

    • Long-Term Care Problem Resolution ​

    • Healthchoice Helpline ​

    • Long-Term Service Desk Ticket Capture ​

    • Eligibility Services Helpdesk ​

  • Eigen X provided project management and Salesforce expertise to help support each of these projects within the agency

Result

  • Improve automation for identifying and locating claims ​

  • Decrease manual processes and improve automation to electronically managing cases ​

  • Provide electronic safe keeping of all information in one location ​

  • Decrease manual process and human error ​

  • Improve efficiency and decrease manual processes ​

  • Generates a ticket and establishes a follow up tracker ​

  • Enhance operational reporting through role-based dashboards and reporting tools with drill-down capabilities ​

  • Centralized mechanism to track all interactions with customers ​

  • Create a 360-degree view of the customer to organize and maintain all customer contact records