Healthcare Persona Story

View the healthcare document management challenges faced by key personas within the Salesforce HLS Journey.

Healthcare Persona Stories

Charles needs an efficient and reliable method of being enrolled into the drug program selected by their healthcare provider (HCP).

The Need

Description

Based on Dr. Bosworth's evaluation and discussions with Charles, they believe zCARTa could be best positioned to ensure that his health improves and remains as stable as possible. Dr. Bosworth’s office staff has compiled all the required information to enroll Charles in the zCARTa Patient Assistance Program. The enrollment packet needs to be submitted in a secure manner to Makana Patient Services to comply with HIPAA regulations.

Charles Green, a patient of Dr. John Bosworth, has been diagnosed with Type II Diabetes. Charles is applying for a newly approved medication called zCARTa which is manufactured by Makana Health, Inc., a global pharmaceutical company.

The Patient

Charles Green

Makana Health - Patient Access Call Center

The contact center operations need an effective, scalable way to manage inbound enrollment packets for approval to get patients on program. In addtion, allowing for effective outbound communication with HCPs regarding any missing documentation required to get patients on program.

The Need

Description

Makana Health, Inc. is a global pharma manufacturer. Their top, best-selling drugs are zCharta and zPapyrus. Recently, the FDA approved the company's third drug, zCARTa, to be publicly released for the treatment of Type 2 Diabetes. The company also provides a network of services and support that makes access to their drugs more accessible for patients and their families. To make this possible, Makana Health relies on its patient services contact center to provide the following:

• A patient-centric focus on improving the lives of patients with Type 2 Diabetes through a network of services and support for the patients and their families.

• A Patient Services support team consisting of dedicated case managers and clinical nurse educators who work closely with patients at every step.

• Comprehensive services that are free of charge and include education, treatment information, financial assistance, and lifelong support.

Intake Specialist

Melissa

Salesforce

• I need to solve pain points for my customers, especially Makana Health, around the Healthcare document process by adding end-to-end document journey and management capabilities within Salesforce.

• I need to create opportunities for me to sell more Salesforce licenses that helps me consistently retire sales quotas.

The Need

Description

David is responsible for selling Salesforce solutions to Healthcare and Life science organizations. He first engaged zPaper by initiating a contact request from zPaper's website which connected him to zPaper sales. Makana Health is his client.

Account Executive

David Eastern

Makana Health - Global Patient Access Operations

• I need a solution that allows us to meet the required KPIs around the enrollment of patients into our programs.

• I need a solution that removes the pain points around the patient intake process and the documentation that come in across multiple channels such as fax, email, scan, and portals.

The Need

Description

Nicole is the business owner of our PAP programs and responsible for contact center operations, including business processes and performance metrics.

Program Director

Nicole Wane

Makana Health - IT Operations

• I need to ensure that the solution aligns with business objectives.

• I need reporting capabilities that tie into Salesforce's native report and dashboard features that allow us to meet our performance and business continuity targets.

• A solution with out of the box functionality to keep development cost to a minimum.

The Need

Description

I am the IT lead at Makana for the implementation of Salesforce and I’m also the liaison to business operations.

Director, IT and Digital Innovation

Chris Bow

DelCenture

• I need to ensure that the solution aligns with the technical requirements and cross channel intake user stories for my client.

• Ensure that the solution implementation does not drain my resource utilization hours.

The Need

Description

I am responsible for the successful completion of Makana’s Salesforce implementation. Additionally, I own the technical requirements.

Director, Salesforce Engagement Management and Delivery

Jane Alexandra