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.

Case Studies

Emblem Health Transforms Broker Platform in the Salesforce Vlocity Cloud

Recently, Gerent (formerly Certa Dux) was contacted by multi-billion-dollar insurance non-profit, Emblem Health. They were looking to solve several problems. To start, their data was scattered across several platforms, each of which required a unique user authorization process. This meant that if a broker wanted to access a client’s data in one state, and look at their eligibility for insurance in another, the process was cumbersome and time consuming. It was not uncommon for customer data and various product plan information to be hard for brokers to locate, resulting in major time delays in brokers’ ability to quote.

Additionally, Gerent needed to craft a broker portal for Emblem's new acquisition, a smaller insurance organization. Their broker portal needed to have different user access and permission, while maintaining consistent and flexible data integration especially for product information.

Architecting an all-in-one health insurance platform

To solve the problem, Gerent architected a Vlocity broker portal solution. The platform created was particularly complex, with multiple user interfaces and custom frameworks created. These low-code, reusable frameworks can be modified without a high level of technical expertise. This was important, as the insurer required the ability to modify their platform quickly and easily – something that only a low-code deployment could provide.  

Emblem now has an end-to-end digital platform for the insurance non-profit. They are now able to launch a product, rate it, and quote against it, all using a single system and set of credentials. The new broker system lets Emblem store and maintain key information, including appointments, commissions, and fees, in a single location. This allows brokers to perform full lifecycle policy and support and servicing functions, all within a single platform. The result is an omni-channel experience, where the distribution platform can be accessed through mobile, web, and desktop applications. Customers can submit and view claims on the platform, and brokers and policy holders can access the platform to modify relevant information through self-serve mechanisms without having to call a support center.

The same functionality is extended to call center and customer service representatives, who now have access to on-demand scripts and guided workflows personalized for a given customer’s case file. Not only does this provide a better customer experience, it also decreases the amount of time spent onboarding new customer service teams.

Another benefit gained by Emblem is the ability to recruit and retain the best brokers in the market with greater operational efficiencies and user-friendly broker tools to manage their book of business. The new system supports seamless recruiting, credentialing, contracting, and self-service that can all be performed within a single platform

Finally, the Emblem can now view reports on brokerage and carrier policies, performance, renewals, and book of business.

Salesforce Sites Drives Digital Distribution Transformation for WellCare

In 2018, Gerent (formerly Certa Dux) were approached by WellCare, one of the biggest providers of Community Care Plan (CCP) and Prescription Drug Plans (PDP) in Florida. For several reasons, they were looking to transform their entire insurance platform. However, their primary focus was on healthcare quoting and pricing. To that end, they began by looking into building a lead management platform so that they could provide quotes to new leads immediately, whether online or over the phone. They knew that if they could accomplish this, they could increase their close rate exponentially.

Salesforce Sites to the rescue

Gerent began building WellCare a new distribution platform using Salesforce Sites. Sites enables organizations to create applications and websites that integrate directly with Salesforce. This in turn lets users pass data between the Salesforce backend and the site or application.

The resulting Salesforce Sites platform provides the health insurer’s clients, brokers, and anyone else involved in the insurance sales pipeline access to all available information, with restrictions based on the user’s role. Through the platform, customers can submit all of their relevant information and request a quote – in some cases, they are able to receive a quote automatically and instantaneously. In the case where they are not able to get a quote immediately, a tentative quote is provided and sales teams receive the lead information and can follow up accordingly.

The platform is also used by sales teams and brokers to leverage the same platform to provide quotes in real time as leads come in.

Dramatically reduced time-to-quote

Typically, a digital transformation of this scope and complexity would take between one and two years to complete. But in this case, the project took a mere four months, with two subsequent months spent on testing. What’s more, WellCare was able to onboard their entire team, as well as broker network, onto the platform almost immediately, thanks to how intuitive it is to use and the degree to which it improves the sales and quoting process.

The new broker platform has helped the insurer reduce time-to-quote substantially. Their brokers can now manage product catalogs, ratings, sales automation, underwriting, and renewals from one interface, with support for flexible product models in which market needs can be met and delivered in an expedited manner. The digital platform enable brokers and groups to shop and quote using rule-based workflows, with a post-sales component that can be leveraged to manage complex group installations and deliver projects on time.

The result is a sales experience that is significantly improved for brokers, who can now deliver quotes faster, engage more frequently with customers, and provide them with a wider array of recommendations.

Thanks to the Salesforce Vlocity platform, WellCare has cut down quote and bill times dramatically, enabling them to increase profits and maintain their competitive edge.

Tufts Health Plan takes call center to the Vlocity cloud for improved customer experience

When it comes to health care, everyone’s needs are different. Nobody understands this better than Tufts Health Plan, a Massachusetts non-profit health insurer with over one million members. Nationally recognized for their commitment to providing innovative, high-quality health care coverage, Tufts decided to set out and make the process of choosing a health plan less time-consuming and laborious, and more user friendly. They had a vision: to transform their existing call handling processes into a more efficient one by creating a systematic and streamlined platform to collect required information, a dynamic mechanism to suggest plans based on that information, and an automated process to convert a lead into an opportunity.

Transforming inbound and outbound calls with Vlocity OmniScript

To create such a solution, Tufts enlisted the help of Salesforce partner, Gerent (formerly Certa Dux).

For the initial phase of the project, Gerent implemented Vlocity’s OmniScript solution. The goal of the OmniScript solution was to help the organization guide users through the entire sales cycle in an accelerated manner using personalized responses and seamless integration with existing applications and data. With OmniScript, they would be able to design engaging customer interactions that could be easily modified to keep up with market changes.

Gerent began by using OmniScript’s guided workflows to handle inbound and outbound calls. The inbound workflows were integrated with existing Avaya-generated call logs, with values automatically pre-populated into OmniScript.

The workflow gathers the caller’s general information, as well as answers to qualification and needs analysis questions. From here, dynamic plan selection and scenario-based lead conversion scripts are created, which enable call center teams to provide quotes and close sales while keeping the customer on the phone.

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

Given the fluid nature of the health insurance industry, Tufts needed a call workflow that they could modify easily. To that end, Gerent went the extra mile to provide design documentation for every aspect of the OmniScript workflow. This allows them to add features and extend the capabilities of their call center script workflow without the need for a specialist or programmer.

The advantage of a 360-degree customer view

As a result of Gerent’s Vlocity cloud and OmniScript solution, the user experience has been completely transformed.

Tufts has been able to reduce the number of steps call center employees must take when dealing with potential customers. Further, data management has improved considerably, and the entire experience is much more intuitive and consists of a single, flow guided process. Now, sales teams and anyone interacting with customers have easy access to all relevant data in one place without the need to search. This includes information on customer interactions. Every interaction and conversation with a customer is tracked so that when the customer calls back, sales reps can pick up right where they left off. And thanks to Gerent’s on-site training and knowledge transfer, the migration from the legacy call center to Vlocity resulted in zero downtime or disruption.

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