ROWI Streamlines Intake and Admissions Workflows

ROWI Streamlines Intake and Admissions Workflows with Salesforce and Kipu Health Integration

By upgrading their CRM to the Salesforce platform, ROWI successfully automated critical admissions workflows, eliminated manual data entry, and established a scalable infrastructure.

The Challenge

ROWI previously utilized a Legacy CRM to manage their admissions and intake processes. The organization faced two primary pain points:

• Manual Data Entry: Every application form received externally had to be manually re-typed into the system, creating significant operational inefficiency.
• Lack of Flexibility: The legacy system offered limited customization, preventing ROWI from tailoring the platform to match their specific clinical and operational requirements.

The Solution

The team worked with CopperHill to implement a customized Salesforce CRM solution and integrate it with Kipu Health EHR. This design modernizes the intake and admissions journey and eliminates manual data entry.

• Automated Intake & Routing:
  • ROWI now integrates multi-channel intake sources (phone, email, manual entry) into a centralized lead management process.
  • For phone intake, the solution utilizes CallRail and a Zoom Phone integration. A custom-built screen flow addresses technical indexing delays, ensuring intake coordinators receive immediate pop-ups when calls connect to better serve patients.
  • Custom routing logic assigns leads based on staff availability, geographical location, and the date of the staff member's last assigned admission, effectively balancing workloads.
  • When a lead is ready to convert to a patient, the individual’s information syncs over to Kipu Health automatically as a new patient.
• Custom Verification of Benefits (VOB):
  • A custom VOB feature was built from scratch. This allows the billing team to manage insurance details—including in-network versus out-of-network coverage and family-based plans.
  • The feature includes backend calculations that automatically generate financial summaries, streamlining the verification process.
• Census and Pipeline Management:
  • The system provides real-time tracking of census data, including maximum capacity, treatment status, and anticipated discharges, enabling leadership to monitor pipeline health effectively.
  • An outbound referral process was implemented, allowing staff to select from a list of preferred partners and track referral history across different locations.

Key Outcomes

• Process Efficiency: By automating the data flow from intake forms and establishing bi-directional integration across the Salesforce platform and Kipu Health, ROWI successfully eliminated the need for manual re-typing, saving significant administrative time and delivering faster patient care.
• Data Integrity: The implementation of "treatment opportunity contacts" ensures that multiple instances of care for the same individual are tracked correctly without creating duplicate contact records.
• Increased Customization: The Salesforce platform provides the flexibility needed to evolve alongside the organization’s needs, moving away from the restrictive limitations of the legacy CRM.

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