How Healthcare Organizations Use Salesforce ?
Healthcare has always been at the heart of human well-being; a vital, sensitive, and constantly evolving sector. While its core purpose of delivering the best treatment remains the same, the way care is delivered has become equally important. Patients today expect quick responses, seamless communication, and care that feels personal. Meeting these demands requires more than medical expertise; it calls for smarter technology.
Salesforce, the world’s leading CRM, is widely known for transforming industries like finance, retail, and education. But how is Salesforce used in healthcare?
From hospitals and clinics to home care, Salesforce is helping organizations create connected systems that enhance efficiency, improve communication, and put patients at the center of care.
Salesforce for Healthcare Industry
Salesforce has a suite of solutions to help the healthcare industry deliver connected, patient-centered care. It unifies providers, payers, pharmaceutical companies, medical device manufacturers, and patients on a single platform. With Salesforce products, healthcare organizations can streamline operations, improve communication, and gain a complete 360° view of patients.
Note: Beyond managing clinical workflows, Salesforce supports everything from personalized patient journeys to secure data sharing and regulatory compliance.
Who in Healthcare Can use Salesforce?
Healthcare is a broad industry that includes providers, insurers, patients, pharmaceutical companies, and medical device manufacturers. With so many players involved, keeping care connected and coordinated can be difficult. Salesforce understands these complexities, which is why it goes far beyond supporting hospitals alone. It empowers every stakeholder, from patients to payers, medtech companies to pharmaceutical businesses, to drive better outcomes together.
Here’s how Salesforce is used in healthcare by different groups:
Hospitals and Providers: Salesforce helps hospitals and providers streamline workflows, cut down costs, and save time. With capabilities like Patient 360 for unified records and virtual care, providers can deliver care with greater efficiency.
Payers: Also known as insurers, payers use Salesforce to simplify processes like plan management, prior authorizations, and collaboration with providers. By reducing manual effort and saving time, Salesforce helps them manage member relationships more effectively, deliver quicker responses, and provide a more transparent experience.
Medtech & Pharmaceutical Companies: From managing clinical trials to coordinating with providers and delivering compliant products, these companies handle highly complex processes. Salesforce enables secure data sharing, accelerates collaboration, and helps bring innovative treatments to market faster.
Patients: Salesforce isn’t only used by healthcare organizations; it also empowers patients. With personalized journeys, self-service portals, and clear communication with providers and payers, they can actively engage in their own care and enjoy a more connected, convenient healthcare experience.
Products Salesforce Offers for the Healthcare Industry
Salesforce has developed two products specifically tailored for the healthcare sector: Health Cloud and Life Sciences Cloud. These solutions are designed with the industry’s unique requirements in mind, addressing the needs of patients, providers, payers, and life sciences organizations.
Health Cloud: Enhances patient and member relationship management with a 360-degree view of health records.
Life Sciences Cloud: Supports clinical trials, pharma operations, and medical device management.
Note: In 2020, Salesforce also introduced Vaccine Cloud, a solution designed to simplify vaccine management.
Alongside these, Salesforce’s suite of tools are widely adopted in healthcare. Some of the most impactful include:
Service Cloud supports patient and member services.
Marketing Cloud enables personalized communication.
MuleSoft connects critical systems like EHRs and billing.
Agentforce enhances experiences with AI-powered automation.
How is Salesforce Used in Healthcare?
Salesforce for Healthcare is more than just an EHR or EMR system.
It is a single solution that addresses the biggest challenges in the healthcare industry. Here are some of the most common use cases where Salesforce delivers the greatest value to healthcare organizations:
1. Patient Management: Using Salesforce, healthcare providers gain a complete 360° view of each patient’s data, including medical history, ongoing treatments, medications, and care plans. By consolidating everything on a single dashboard, it eliminates silos, enabling faster, more informed decisions and truly personalized care.
Additionally, Salesforce supports home health services and virtual care. This flexibility is especially valuable for pediatric patients, where remote monitoring and virtual consultations ensure continuous, safe, and family-centered care without the stress of frequent hospital trips.
Source: Salesforce
2. Referral Management: In healthcare, patients often move between multiple providers or specialists due to various reasons such as the complexity of their condition, the need for specialized expertise, unavailability of certain services, or the urgency of treatment.
Without proper coordination, providers can face delays, miscommunication, or gaps in patient care. That is why they use Salesforce for referral management, which ensures smooth handoffs. With real-time updates and shared records, referrals are tracked efficiently from start to finish.
3. Resource Management: Healthcare organizations rely on the availability of critical resources, whether it’s hospital beds, medical equipment, or essential supplies. Poor visibility or manual tracking can lead to shortages, delays in treatment, or wastage.
Salesforce helps centralize resource management by providing real-time insights into inventory levels and utilization. Hospitals can monitor availability, forecast demand, and ensure that the right resources are allocated where and when they are needed.
4. Prior Authorization: One of the most time-consuming steps in healthcare is prior authorization, where insurers determine if a treatment, procedure, or medication should be covered under a patient’s plan, whether it is medically necessary, or if a lower-cost alternative is available. This often slow and manual process can cause delays in care and frustration for both patients and providers.
Payers today use Salesforce to simplify prior authorization by centralizing data, automating approval workflows, and enabling real-time collaboration with providers. This ensures faster decision-making and gives patients timely access to the care they need.
[Case Study] Humana Transforms Member Care with Salesforce Health Cloud
Humana, one of the largest public health insurers in the U.S., wanted to shift from being seen only as an insurance provider to becoming a true health and wellness partner for its members. To make this possible, Humana turned to Salesforce Health Cloud to unify member data and empower care teams with a complete view of every individual.
The Challenges
Fragmented systems made it difficult for care teams to collaborate.
Providers and insurers lacked a unified view of patient history.
Members needed personalized, proactive engagement, not just transactional communication.
The Solution
The foundation of Humana’s transformation was Salesforce Health Cloud, giving care teams access to a 360-degree member view including medical history, treatments, and interactions. This enabled:
Coordinated Care Delivery – Multidisciplinary teams, including oncologists, pharmacists, and caregivers, could align on shared care plans.
Faster Services – With consolidated member data, Humana delivered services 3–4x faster compared to legacy processes.
Proactive Engagement – Teams could reach out to members with timely, personalized guidance to support better health outcomes.
Security & Compliance – Using Salesforce Shield with Health Cloud, Humana protected sensitive health data while saving $6 million in security costs.
Alongside Health Cloud, Humana also leverages:
Marketing Cloud to deliver personalized, multi-channel communication.
MuleSoft to integrate EHR and legacy systems for seamless data sharing.
The Outcomes
360-degree visibility of members for providers and insurers.
3–4x faster care delivery.
$6M saved in compliance and security costs.
Stronger trust and relationships with members through personalized care.
[Case Study] Precina Scales Diabetes Care with Salesforce Agentforce
Precina is reimagining diabetes management by transitioning from infrequent check-ups to daily, personalized care. Their model blends medical expertise with lifestyle coaching, helping patients manage diet, exercise, and habits in real time.
In one pilot across rural Louisiana, this approach lowered A1C levels from 9.6% to 6.4% in just 12 weeks, a result three times faster than traditional methods.
The Challenges
As demand grew, Precina faced three major barriers to expansion:
Fragmented patient data scattered across EMRs, labs, and imaging systems, slowing timely treatment decisions.
Cumbersome payer approval processes were making it harder to onboard new patients quickly.
High training costs for clinicians and support staff were limiting the ability to expand into underserved areas.
To scale nationally, they needed an infrastructure that could unify data, automate processes, and support both patients and providers at scale.
The Solution
Precina adopted Salesforce Health Cloud, Data Cloud, and Agentforce to create a digital-first care model.
Unified patient view: Integrated medical records, lab results, and prescriptions into one secure platform.
Daily engagement: Automated outreach and reminders helped patients stay on track between visits.
Faster payer onboarding: Agentforce automated documentation and outreach to insurers, speeding up approvals.
Smarter workforce support: AI-powered guidance trains paraprofessionals and clinicians faster, reducing training costs by up to $25,000 per provider annually.
The Outcomes
With Salesforce, Precina can now:
Deliver continuous, personalized care rather than quarterly check-ins.
Save an estimated $80,000 annually for every 5,000 patients by reducing administrative overhead.
Boost staff productivity by up to 20x with automated workflows.
Conclusion
Salesforce is redefining healthcare by empowering all the pillars of healthcare with connected, data-driven solutions. From streamlining operations to delivering truly personalized care, healthcare organizations are using Salesforce to drive better outcomes while keeping sensitive data secure and compliant.
Planning to implement Salesforce for your healthcare organization? Our Health Cloud implementation services help unify patient data, integrate EHR systems, and streamline workflows. With certified experts guiding your journey, you can deliver connected, patient-centered care with confidence.
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