Ascellus Behavioral Health Upgrades Tech Stack to Improve Scalability and Efficiency

Company Name: Ascellus Behavioral Health
Industry: Healthcare / Life Sciences
Sub-Industry: Behavioral Health
Products Purchased: Salesforce Health Cloud, Salesforce Service Cloud, Salesforce Experience Cloud, and Integration

Ascellus bridges the gap between mental and physical health to accelerate recovery for our nation’s workforce. By connecting the workers’ compensation industry with their expert behavioral care and evidence-based treatments, they deliver high-quality outcomes, helping injured workers reemerge with increased strength, purpose, and resilience in the workplace.

Improve Scalability, Reliability, and Efficiency

Ascellus dealt with significant operational challenges that came with a custom, homegrown system that was both technically difficult and costly to manage. The legacy system lacked scalability and required technical resources to manage.

To improve their operational overhead and enhance efficiency, Ascellus sought out a complete solution that offered both flexibility and out-of-the-box technical capabilities. Recognizing the unique needs of Ascellus, CopperHill collaborated closely with them to implement Salesforce with integrations and tailored the build to their requirements.

Solutions Implemented:

• Referral Process Enhancement:
  • Expanded features in the referral attempt process, allowing the de-identification of case information to improve decision-making by providers without compromising PHI.
  • Dynamically checking appointment types and utilizing proprietary information to identify the ideal provider based on location while also building a foundation to leverage PSYPACT providers, expanding the network's footprint
  • Introduced tools to address state-specific challenges and client needs such as Medical Provider Networks (MPN)
• Provider Portal and Automation:
  • Developed a provider portal to refine case management and reduce manual touch-points, this improves communication channels between Ascellus case management and their network of providers to enable better decision-making for a quicker return to work of their Injured Workers.
  • Laid the foundation for a comprehensive provider credentialing system.
  • Enhanced Ascellus' authorization processes with automation to maintain line of sight on authorization and minimize unnecessary gaps in care.
• Case Team Management:
  • Automated the assignment of case teams for internal users, ensuring efficient support for each client.
  • Introduced smart system features to enhance case team management.
• Scalability:
  • Built a scalable system with advanced automation capabilities, with a goal of long-term efficiency for Ascellus.
  • Integrated AIR Connect Middleware with their data warehouse for better data management.

The Value of CopperHill+Salesforce for Ascellus:

CopperHill implemented Salesforce to provide Ascellus with a customized solution that was an intermediary between Insurance Companies and Healthcare Providers that traditional Electronic Health Records (EHRs) couldn’t offer. The new platform is not only more reliable, but the team has been able to automate workflows to increase efficiency. Clearly defined data concepts and screen flows make onboarding both customers and new staff members significantly easier.

The democratization of data has also been a huge benefit for the Ascellus team. Having visibility across functions and Salesforce’s powerful reporting helps managers meet goals and make informed decisions.

Future Phases and Possibilities:

Looking ahead, Ascellus is in a position to grow on top of Salesforce. Adoption is high, and the team launched a new product using the platform – something they were unable to do in the legacy system. Areas of focus include advanced authorization processes, provider credentialing automation, contract management, and the introduction of a client portal for improved communication.

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