Streamlining Referral Management, Patient Care, and Volunteer Engagement with Salesforce
HealthFinders Collaborative is a nonprofit community health center serving Rice and Steele Counties in southern Minnesota. Focused on health equity, it provides accessible medical, dental, behavioral health, and wellness services to underserved and uninsured populations. Rooted in community partnerships, HealthFinders empowers patients through culturally responsive care and holistic support.
The Challenge
As HealthFinders Collaborative expanded its services, the organization faced operational challenges that hindered both patient care and internal efficiency. Disconnected workflows, unreliable data, and manual processes across referrals, case management, and volunteer coordination led to duplication, approval delays, and limited visibility. To address these issues, HealthFinders partnered with Prolocity to optimize its Salesforce Health Cloud environment and build a scalable platform to streamline operations and support coordinated care.
The Solution
Salesforce Health Cloud
Experience Cloud
Salesforce Flow & Process Builder
Custom Reports & Dashboards
Prolocity delivered a comprehensive Salesforce optimization that focused on refining HFC’s Health Cloud setup, automating core workflows, and enabling better referral and case tracking. This project unfolded through a phased approach that emphasized discovery, iterative development, and stakeholder collaboration.
Key components of the solution included:
- Duplicate Management Optimization: Conducted in-depth analysis and resolution of Duplicate Check configuration issues. Automated duplicate identification and merging to reduce manual data cleanup and improve patient data quality.
- Referral and Case Automation: Built new workflows to automate referral intake and case lifecycle management, including approval processes, alerts for specific scenarios (e.g., abandoned referrals), and queue-based routing.
- Lead Conversion Flow Enhancements: Identified and resolved issues in the lead conversion process to streamline the pathway from initial community outreach to patient record creation.
- Community and Volunteer Management Enhancements: Launched Experience Cloud Partner Community features that enabled external health workers and volunteers to securely submit leads, referrals, and collaborate on patient cases. Custom reports and dashboards provided visibility into volunteer efforts and program outcomes.
- Reporting and Dashboards: Created dashboards for care coordinators and mental health teams to provide actionable, real-time insights into patient outcomes, referral statuses, and workload distribution.
- Automation and Flow Development: Used Flow and Process Builder to implement streamlined processes across approvals, notifications, and record updates, minimizing the need for manual intervention.
These enhancements were implemented iteratively, with testing, review, and stakeholder feedback integrated throughout.
Automated Referral Workflows
Improved Data Quality
Streamlined Volunteer Collaboration
Faster Intake-to-care process
Real-time Care Insights
The Impact
Following implementation, HFC achieved meaningful improvements across several key areas. Referral and case workflows were automated, cutting down time from intake to care delivery. Duplicate resolution workflows led to cleaner data, better visibility, and more confidence in patient records. Volunteer and partner collaboration became easier through the new Partner Community site, allowing for greater outreach and coordinated care.
Staff gained valuable time back through automation, and user feedback indicated increased trust in the system's reliability and reporting accuracy. Dashboards provided real-time insights that informed daily work and long-term planning.
Prolocity brought deep nonprofit expertise, tailoring Health Cloud to HFC’s unique processes and guiding the team through configuration, testing, and deployment with transparency and care. Since completing the initial optimization, Prolocity has continued to provide ongoing Salesforce support, helping HFC adapt to new challenges and continuously improve their use of the platform.
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