Eigen X Case Study- UMass Prescription Advantage

Client Overview

Location: Shrewsbury, MA , USA

Employees: 23,000

Industry: Medical/Health Care

Solution: Service Cloud, Community Cloud, Volunteer for Salesforce app

Go-Live Dates: March 2021

Commonwealth Medicine, the public service consulting and operations division of UMass Chan Medical School, set up an IT platform for the Vaccine Corps and managed logistics and staffing at the large-scale vaccination site. UMass Chan students, faculty and staff volunteered as vaccinators and provided on-site support.​

Massachusetts’ Department of Public Health partnered with the University of Massachusetts’ Commonwealth Medicine to provide in-home COVID-19 vaccinations for people that had difficulty getting to or using a community vaccination locations. UHealthSolutions (UHS) is the call center organization that communicated with program participants and coordinated vaccination visit logistics. ​

Challenge

  • Set up and configure functionality as soon as possible to expedite vaccination appointments  for community members.​

  • Manage different volunteer types and activities such as: vaccinator, patient registration, monitor, educator, vaccine preparer, etc. ​

  • Provide an efficient and user-friendly way for volunteers to search for shifts, sign up, and track their hours. 

  • This project's goal was to quickly stand-up call center functionality for an urgent and evolving need: to offer COVID Vaccines for a homebound population. ​

  • Call script logic needed to be continuously reviewed and updated to reflect the ever-changing COVID guidelines.​

  • Two portals were required to allow Local Boards of Health (LBOH) and Aging Services Access Points (ASAP) to submit requests on behalf of their constituents, which would then be followed up on by UHealthSolutions. ​

Solution

  • Eigen X and Salesforce worked together to expedite the go-live date, leveraging out of the box components wherever possible for further time savings. ​

  • Created community portal that collected volunteer information as Leads in Salesforce, which then underwent a verification process. ​

  • Implemented Volunteers for Salesforce app and customer-facing portal to manage the qualified volunteers. The portal allowed volunteers to search for shifts in a calendar view, sign up for shifts, and use dashboards and reports to review key statistics. 

  • Implemented a Case Management solution unique to requirements set by the Executive Office of Elder Affairs. ​

  • Created a screen flow that followed a dynamic call script.  The flow handled both inbound and outbound calls. ​

  • Created two external portals, accessible via partner licenses, with screen flows to enable case creation by LBOH and ASAP employees.​

Result

  • Lead generating sign-up portal and Volunteer portals were live within 2.5 weeks of project inception. ​

  • 7,200 volunteers statewide contributed 25,000 hours of service, which were managed and tracked within Salesforce.​

  • 83,000 COVID-19 shots were administered by Vaccine Corps volunteers. ​

  • The Vaccine Corps provided college-age students, recent graduates, and others with an opportunity to serve their communities during the historic effort to end the pandemic while offering public health leaders the opportunity to leverage an untapped reservoir of talent, energy, and selflessness.

  • Over 30,000 cases were created over the lifetime of the program.​

    • ~2,000  of these cases were created through external portals.​

  • Over 11,000 COVID Vaccines were provided to homebound individuals as a part of this program.​