Integrations White Paper
As a next-generation CRM, Health Desk was built from the ground up to integrate with other tools and services. These integrations provide a single seamless experience, eliminating the need to switch between disconnected applications, saving users time, and reducing error-prone data re-entry.
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Just a Few Benefits of Robust Integration
Through multiple integrations, the Health Desk healthcare CRM gives your agents and patients a unified experience. They have single place to address any request or task.
Personalization is the best medicine
- Put the full patient context at your users’ fingertips
- Build trust and loyalty through personalization
- Guide patients to the closest provider by their geolocation
- See a panoramic view of each patient with data from all your systems
Guide employees and patients with world-class expertise
- Safe symptom screening with Harvard Health Symptom Checker
- Clinical Triage with world-class Schmitt-Thompson Clinical Nurse Content
- Reference & send health education from Healthwise & Medline Plus
Communication automation keeps everyone connected
- Switch between online and telephone communication on the fly
- Auto-escalate urgent cases via the most appropriate channel
- Auto-email patient with care advice and education materials after an encounter
- Single-click to page a provider for possible emergency, complete with documentation for why
Remove bottlenecks for your staff
- Auto-SSO when a call comes in
- Auto-search patient based on originating phone number
- Incorporate health history, visit history, marketing history, and geolocation into decisions
Practice Management (PM) Integration
Build patient trust through displaying the patient context to employees with each patient’s visit history in view. Then delight them by scheduling patients directly into the PM faster and without errors. Send them links to schedule themselves in real-time at their own convenience. Patient registration, Intelligent Scheduling, and Patient Self-Scheduling are all built on integration with practice management. In addition to automated tools, the following information from the PM is displayed to agents as needed:
Read more on Intelligent Scheduling here.
Read more on Patient Self-Scheduling here.
Past and future appointments
We support PM integration with the following EHR vendors:
Electronic Health Record (EHR) Integration
EHR Integration is key to safety and
documentation. Give the invaluable health record
context to agents and nurses. EHR integrations
come with the following standard features:
Keona Health currently supports the following EHR integrations
Search patients by last name, first name, date of birth, MRN
Present comprehensive patient data from the EHR, including
A. medical history
D. physician orders
F. problem list
G. and more…
Save all documentation to the patient’s chart
Send EHR tasks/messages with pre-built templates (see Messaging below)
Sales & Marketing CRM
As a Healthcare CRM, Health Desk integrates with sales and marketing CRM’s such as Salesforce and Microsoft Dynamics 365.
For more information, see What is a Healthcare CRM?
Search patients by last name, first name, date of birth, MRN
See prior marketing interactions and interests
Health Desk is able to read and write custom objects
Build deep trust and drive compliance by delivering rich health education to patients in tandem with your telehealth services. Health education is a component of Nurse Triage.
Search content and display rich html results
Easily document just the information the nurse provides the patient
Electronically send this information to patients after the encounter (see Messaging below)
Remove friction and frustration with messaging integration. Communication requirements present some of the largest hurdles in healthcare. Every communication medium has its own possible outcomes, timing for response, templates, and workflows around processing and retrying. Enormous time is spent relaying and tracking communications, whether this is paging an on-call providers, sending fax reports to the PCP, or creating tasks for the care team. Health Desk is able to automate all of these with Messaging Manager. The following integrations are supported:
Support unparalleled safety and service with geolocation services. Geolocation integration lets you:
Calculate patient distance to referral practices
Assist patient with navigation to locations
E911 uses geo-location to connect to the right 911 for the patient
Instead of telling a patient to call 911 and hoping they do and can explain their possible emergency, your nurse can make an e911 call and get the appropriate 911 for the patient’s location.
Clinical Decision Support
Your employees will drive superior outcomes with world class clinical decision support. Health Desk’s Expert System can incorporate decision support for existing decision support libraries. We license best-in-class industry content for some of these:
Harvard Health Publishing creates content used in NLP Symptom Screening
Health Desk integrates with telephony systems at different layers, but the features supported are similar. Standard features are:
Single sign-on from the phone/IVR system
Phone/IVR system can pass originating number and telephone number dialed
Patients in Health Desk/EHR can be matched based on phone
A. If multi-matched, choices can be presented
B. If there are no matches, patient search can be presented. See EHR Integration for the search functionality
Values can be incorporated as preconditions for later choices
IVR choices made (e.g. “press 1 for scheduling”) can auto-load protocols associated with that encounter type
When a phone call is forwarded (e.g. from the call center to nursing), the encounter is automatically removed from the current assignment, and then assigned to the person selected by IVR.
Read about the deep RingCentral integration with Health Desk here.
Health Desk supports single sign-on (SSO) from a variety of sources, integrating into your existing security model. Health Desk supports the following SSO implementations:
Active Directory with LDAP
SSO with EHR sign-on (Allscripts, Epic Systems)
SSO with telephone system sign-on (variety of systems)
These are only the most popular integrations. Are you looking for an integration not listed? Contact us! We have over 40 integrations and may very well support your needs.