Health

Our mission is to architect comprehensive health care management systems that are informed by best practice processes, big data, and innovative technology, while ensuring security and compliance with health data regulation requirements.

Areas of expertise

We service a wide range of health organizations:

Patient Channel Management

Payer Administration

Group Insurance

Provider Administration

You can count on us

Health Cloud Pioneers

Adept and early adopters of digital technology and Health Cloud for over a decade. Our resources will continue to partner with organizations in public, private and non-profit health to transform, modernize and develop strategic roadmaps that realize positive health outcomes and ROI from Salesforce native and ecosystem products.

Deep Salesforce Expertise

For over a decade, Gerent has partnered with commercial, public sector and non-profit health organizations to bring end to end Salesforce functionality, across enterprises in Health & Life Sciences.

Focus on People, Process & Technology

We prioritize people, process and technology to design elegant, simplistic solutions to complex business problems. Through big data, automation and business intelligence, we enable the automation of business processes and provide data insights from Einstein Analytics while complying with industry regulations for Electronic Health Records (EHR).

Powering your health company with Salesforce

Wholistic patient journey care management systems

Regulation compliance and reporting

Data driven business process flows

Social determinants of health factors that inform health care strategy

In-home care enablement

How we can help

Meet Chris

VP of Protected Health Information (PHI) Data Security

“I’m responsible for ensuring that all of the data is safe. That means that my team is responsible for keeping both our internal employees’ data safe, the data that our company creates and consumes, data that our company has received and also external data that we request and process to keep in-house or to provide to a third party. Before working in data, I was in the Police force and I know the importance of keeping things safe, so I protect this data just like my neighbors. As the VP of Data Security, I need a way to automate our company’s data policies, so that we can keep our data secure through infrastructure, software and outside data that we interact with.”

How can technology help?

  • Automate data security policies by creating business process flows that allow continuous compliance to internal policies and government regulations.
  • Security tech is used to encrypt data, report on, monitor and gain insights to keep Patient Health Information (PHI) protected and credible.
  • Use cutting edge technology like blockchain to utilize every option available to keep health data secure.
  • Health tech is heavily regulated. Our industry has reporting standards that must be readily available at all times. Technology enables the consistent transmission of secured data to trusted partners.

Meet David

Chief Innovation Officer - Patient Program Management 22

“I’m responsible for gathering and analyzing all available health data to determine insights that can be leveraged to automate business processes. This helps us provide the very best digital health care to our patients. We need innovative, digital, smart, health tech that allows our patients to become empowered and to be informed about their health care journey. Our new app, the Game of Life, allows our patients to ‘play the game of life’ and be rewarded for taking steps to progress to levels of health. Product development is a part of our innovation office and we take pride in our products; our apps have shown a direct correlation to increased patients’ health. Health tech can be used in so many different ways and need the tools and data to be able to explore and make a positive impact.”

How can technology help?

  • Identify the precise moment when trends change in Vaccine Cloud trial data in order to fight against viruses.
  • Inform clinical steps with dynamic data insights for social determinants of health.
  • Gamification of self-directed health activities, patient engagement, medical device reporting.

Meet Lucas

Chief Data Scientist

“Market data drives our company’s strategy and mission, providing health care to our communities’ most vulnerable populations. As a health company, we have big data sets that drive our methodology. We partner with other health organizations, all levels of government, professional associations, universities and non-profits, to share big data sets to gather and track modifiable contributors to healthy outcomes.”

How can technology help?

  • Mine public open source data to develop algorithms that predict socioeconomic impacts, like access to transportation, education level, and different food options, on health outcomes.
  • Engage in sustainable data procedures to share health outcomes with partners in different sectors and inform their health outcomes, so that there is an accelerated approach to reaching universal health goals.
  • Bridge the gap between business goals and data projects to hit marketing campaigns and health outcome targets.

Meet Benjamin

Public Health Vaccine Operational and Distribution Effectiveness Lead

“Our government agency is on the front lines to ensure that there is an end-to-end approach to  vaccine distribution that prioritizes patient categories from the most vulnerable population to ‘healthy’ people by partnering with global health organizations, pharmaceutical manufacturing, distribution and patient community public health organizations.”

How can technology help?

  • Government census data, university health informatics data, public health data and pharmaceutical vaccine data are all inputs to ensure that vaccines are distributed, through a prioritization process.
  • Field service enablement to distribute vaccines increase the vaccination rates in populations that are trending and profiling as target markets.
  • Standardize vaccination efforts through omni channels through just-in-time training and credentialing, which enables more patients to be serviced and more clinicians to have the right skills to provide quality care in the field.

Kishan Ramineni

Connect on LinkedIn

Salesforce Industries Lead

Kishan is an accomplished, results-driven, techno-functional leader. He has 15 years of diverse IT experience in insurance, finance & health industries. He is a member of Salesforce Industries Industry Partners Masters Program and has achieved the Salesforce Industries Customer Endorsement Badge for the insurance industry. Kishan has successfully delivered Salesforce and Salesforce Industries solutions into complex insurance environments with his:

  • Extensive experience with enterprise application deployment architectures and environments.
  • Proficiency in architecting and designing end-to-end applications and solutions with technical, economic, and risk trade-offs.
  • Ability to support Sales/Account teams and Software Project Managers in the role of Program Architect during the proposal stage of business requirements capture and during the transition, build, and operate phases of solution/program implementation.

Our Point of View

Episode 32: Health Cloud Builds A New Patient Experience

Many industries have benefited from the rapidly growing movement to digitalize over the past half dozen years or so.

Wherever you look, there is an ever increasing level of IT and operational technology at work behind the scenes, putting mountains of data to use. 

So, it may seem odd to realize that the healthcare industry, which has perhaps more potential data than any other industry, has not yet fully grasped how to gather it and how to put it to its best use. That has resulted in fragmented healthcare where the patient has no clear idea of their road to health and the system has no clear idea of the patient.

In this episode, we examine how Health Cloud from Salesforce is bringing badly needed change to healthcare by gathering, analyzing, and leveraging health data from Electronic Health Records and many other sources so that medical practitioners can create a complete picture of a patient and develop the optimal treatment and care plan.

July 20, 2021

Case Studies

Health Insurance Provider Increases Market Share by 9% with Vlocity

Health Insurance Provider Increases Market Share by 9% with Vlocity

Client Success Snapshot

Client Profile:

  • Overview: A prominent health insurance provider
  • Industry: Insurance (Healthcare)
  • Team Size: 70,600
  • Annual Revenue: US$ 121.9 billion
  • Headquarters: Indianapolis, IN
  • Markets: USA

The Challenge

The company’s system relied on multiple applications with disparate data storage. The legacy system created silos and prevented brokers from gathering the information they needed to perform in an efficient manner. Compounding the problem was the fact that every state had its own version of each application.

Gerent's Approach

Beginning with a Vlocity-powered solution for small group brokers, Gerent helped implement a quoting profile wherein employer and employee data could be entered and viewed from a single portal, across every state. The next phase of the Vlocity deployment involved automating the entire selling and enrollment process. 


Key Outcomes

The solution – which was rolled out across 14 states – had a projected broker adoption rate of 70%. With Gerent’s help, the adoption rate rose to 85%, with two states coming in at 100% adoption. Even more impressively, the organization’s market share in these 14 states rose from 46% to 55%. With their new portal, brokers could use unified corporate databases to access the information they required on a single screen, ensuring that brokers didn’t require multiple applications to do their jobs. 


Client Success Story

For insurance brokers, there are few things worse than working across multiple portals and applications to get the information they need. These types of siloed systems slow down sales cycles, encourage errors, and increase stress for both brokers and insurance carriers. In 2018, a prominent health insurance provider approached Gerent to amalgamate its portals and increase efficiency. 

While the company had already digitized its broker portal, its system relied on multiple applications with disparate data storage. Business reporting, quoting, and application approval processes all took place across different applications. Compounding the problem was the fact that every state had its own version of each application. These inconsistencies created a process that was complex and tedious to navigate.

The disconnected infrastructure had an impact on sales. Without a connected, streamlined system, the company’s quoting process took too long, giving the competition a chance to take its clients. As a result, the insurer was losing business.


Breaking Down Silos and Integrating Data

The company strives to provide its clients with the best policies in the shortest amount of time. To maintain its mandate, the insurance provider decided to make a change. It set out to reduce its small group application processing time from several days to minutes. 

The organization needed a unified system in which brokers could perform quoting, underwriting, and enrollment through a single platform. It also wanted to eliminate errors related to entering the same data multiple times, resulting in incorrect information on applications.

Beginning with a Vlocity-powered solution for small group brokers, Gerent helped implement a quoting profile wherein employer and employee data could be entered and viewed from a single portal, across every state. Quoting was to be performed in a single dashboard and could be presented to both brokers and clients. The display included insurance quoting, demo information, and a complete checklist of insurance eligibility requirements for each state.

The next phase of the Vlocity deployment involved automating the selling and enrollment process. Gerent upgraded the company’s broker portal by integrating rule verification and guided decision flows — with integrated DocuSign functionality and real-time insights into application processing statuses.

Increased Broker Adoption Rate

With their new portal, brokers could use unified corporate databases to access the information they required about prospective customers. The integrated solution organized and compiled a variety of data onto a single screen, ensuring brokers didn’t require multiple applications to do their jobs. From here, brokers could effortlessly track metrics such as commissions, renewals, premiums, and submissions.

The final small group enrollment implementation for quoting, enrollment, and sales exceeded all expectations. The solution – which was rolled out across 14 states – had a projected broker adoption rate of 70%. Once Gerent had finished, the lowest adoption rate rose to 85%, with two states coming in at 100% adoption. Even more impressively, the organization’s market share in these 14 states rose from 46% to 55%.

The insurer is now looking to use the momentum of its small group enrollment project to launch a similar solution for its international clients. This will involve rolling the solution out to over 40,000 Brokers via the Salesforce community, as well as 70,000 employers via Direct Quote.


Contact Gerent today to find out how we can help your business achieve its ideal future state!

Health Insurance Provider Upgrades its Lead Management

Health Insurance Provider Upgrades its Lead Management


Client Success Snapshot

Client Profile:

  • Overview: A prominent health insurance provider
  • Industry: Insurance (Healthcare)
  • Team Size: 1,800
  • Annual Revenue: US$ 126 million
  • Headquarters: Tampa, FL
  • Markets: United States

The Challenge

A company was looking to build a lead management platform that would allow it to provide quotes to new leads immediately — whether online or over the phone. To increase efficiency, the insurer also sought to provide clients, brokers, and anyone involved in the sales pipeline with access to centralized information.

Gerent's Approach

Gerent built the company a new distribution platform using Salesforce Sites, thereby enabling the organization to build apps and websites that integrate with Salesforce. The Sites platform allowed clients, brokers, and anyone involved in the sales pipeline to access information in one place — complete with restrictions based on each user’s role. The platform also enabled brokers and groups to shop and quote using rule-based workflows, and the ability to manage complex installations, ensuring on-time delivery.

Key Outcomes

The company’s new broker platform reduced its time-to-quote substantially, improving lead management. Post-implementation, brokers could manage product catalogs, ratings, sales automation, underwriting, and renewals from one interface. The transformation also resulted in an improved sales experience for brokers, who can now engage more frequently with customers and provide them with a wider array of recommendations.

Client Success Story

In 2018, Gerent was approached by one of the biggest providers of community care plans (CCP) and prescription drug plans (PDP) in Florida. The company was looking to transform its entire insurance platform, although its primary focus was on healthcare quoting and pricing. The insurer was also looking to build a lead management platform that would allow it to provide new leads with quotes immediately. The organization knew that if it could accomplish this, it could significantly increase its close rate.


Salesforce Sites to the Rescue

Gerent began by building the company a new distribution platform using Salesforce Sites. Sites enable organizations to build apps and websites that integrate directly with Salesforce. The Sites platform provides clients, brokers, and anyone involved in the sales pipeline with access to the information they need in one place — complete with restrictions based on each user’s role. 

With the platform, the insurer’s prospects could submit relevant information to obtain an approximate quote automatically; this is especially useful when a broker is unable to immediately provide a prospect with a quote.

Dramatically Reduced Time-to-Quote

Typically, a digital transformation of this scope and complexity would take between one and two years to complete. However, Gerent completed the project in just four months — with two months spent on testing. What’s more, since the platform is intuitive and user-friendly, the insurer was able to onboard its entire team and broker network almost immediately.

The company’s new broker platform reduced its time-to-quote substantially. Brokers can now manage product catalogs, ratings, sales automation, underwriting, and renewals from one interface. Furthermore, with the support of flexible product models, market needs can be met and delivered in an expedited manner. The platform also enables brokers and groups to shop and quote using rule-based workflows, with a post-sales component that manages complex group installations, ensuring projects are delivered on time.

The transformation resulted in an improved sales experience for brokers, who can deliver quotes faster, engage more frequently with customers, and provide them with a wider array of recommendations. Thanks to Salesforce’s integrated platform, the business has cut down quote and bill times dramatically, enabling it to increase profits and maintain its competitive edge.

‍‍Contact Gerent today to find out how we can help your business achieve its ideal future state!

Health Insurer Delights Customers by Overhauling Data Management

Health Insurer Delights Customers by Overhauling Data Management

Client Success Snapshot

Client Profile:

  • Overview: A prominent health insurance provider
  • Industry: Insurance (Healthcare)
  • Team Size: 2,400
  • Annual Revenue: US$ 9.2 billion
  • Headquarters: Watertown, MA
  • Markets: Massachusetts, New Hampshire, and Rhode Island

The Challenge

An insurer set out to make the process of choosing a health plan less cumbersome and more user-friendly. Its goal was to increase the efficiency of its existing call handling processes. It wanted to create a streamlined platform to collect customer information, implement a dynamic process to provide recommendations, and automate its lead conversion process.

Gerent's Approach

Gerent began by using OmniScript’s guided workflows to handle inbound and outbound calls. The workflows were integrated with existing Avaya-generated call logs, with values automatically pre-populated into OmniScript. These workflows were then implemented to gather callers’ information, including answers to qualification questions. 

From there, Gerent created dynamic plan selection and scenario-based lead conversion scripts, which enable call center teams to provide quotes and close sales while the customer is on the phone. With OmniScript, Gerent implemented automated, engaging customer messaging that could be easily modified according to market changes.


Key Outcomes

As a result of Gerent’s Vlocity OmniScript solution, the insurer was able to reduce the number of steps call center employees took when dealing with prospects. Further, data management was considerably improved and the entire experience was more intuitive and orderly. Sales teams could easily access relevant data in one place, without the need to search. To add, every interaction and conversation with a customer was tracked so that when the customer calls back, sales reps can pick up where they left off — considerably increasing efficiency.


Client Success Story

When it comes to health care, everyone’s needs are different. Our client, a nationally recognized Massachusetts non-profit health insurer understands this sentiment well. Driven by its commitment to providing innovative, high-quality health care coverage, the insurer set out to make the process of choosing a health plan less cumbersome and more user-friendly. 

The company had another vision, too — to increase the efficiency of its call handling processes. Its goal was to create a streamlined platform to collect customer information, implement a dynamic process to provide recommendations, and automate its lead conversion process.


Transforming Inbound and Outbound Calls

For the initial phase of the project, Gerent implemented Vlocity’s OmniScript solution. The goal was to guide users through the entire sales cycle in an accelerated manner. The company also wanted to use automated, personalized messaging. 

Gerent began by using OmniScript’s guided workflows to handle inbound and outbound calls. The workflows were integrated with existing Avaya-generated call logs, with values automatically pre-populated into OmniScript. These workflows gather callers’ information, including answers to qualification questions. From there, Gerent created dynamic plan selection and scenario-based lead conversion scripts, enabling call center teams to provide quotes and close sales while on the phone with customers.

With OmniScript, the insurer can design engaging, automated customer communications that could be easily modified according to market changes. To that end, Gerent implemented design documentation for every aspect of the OmniScript workflow. This documentation allowed for the addition of features and the extension of call center script workflow capabilities — without a specialist or programmer. 

The outbound call workflow was built as a branching decision tree based on the various scenarios a call center employee is likely to encounter. These scenarios included lead rejections, next best actions for voicemail calls, script handling features, and direct enrollment actions for interested leads.


The advantage of a 360-degree customer view

As a result of Gerent’s Vlocity OmniScript solution, the insurer was able to completely transform its user experience. The company reduced the number of steps call center employees took when dealing with prospects, thereby bolstering efficiency.  

Further, data management was considerably improved and the entire experience was more intuitive and orderly. Sales teams could easily access relevant data in one place without the need to search. Every interaction and conversation with a customer was tracked so when the customer calls back, sales reps can pick up where they left off. Thanks to Gerent’s on-site training and knowledge transfer, the insurer's call center upgrade resulted in zero downtime or disruption.

Contact Gerent today to find out how we can help your business achieve its ideal future state!

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