Digital tools such as Salesforce provide the transformational functionality that healthcare payers need to deliver next-level member experiences. But the cost and time expenditure of deploying those digital tools can pose a real roadblock for implementation, leading payers to rely on their existing legacy tools — often at the expense of their members’ experiences. To overcome this implementation hurdle,, payers need specialized solutions that can help them get to market as quickly as possible, so they can focus their efforts on better serving their members.

In this episode of Transformation @ Work, we take a look at Gerent’s latest offering, Salesforce Smart Starts, and examine how they can help payers streamline the implementation process and accelerate their time to value.

Key Insights
03:38: Challenges faced by healthcare payers when it comes to Salesforce implementation
04:52: What exactly is a Smart Start, and how can it help payers take advantage of what Salesforce has to offer?
07:53: Exploring Gerent’s first Smart Start offering: an improved member service center
11:04: How can the member service center Smart Start improve first call resolution and reduce call abandonment rates?
13:28: How Smart Starts can help payers elevate their entire service experience over time

Guest Bios
Cheryl Gibson, Senior Director of Healthcare & Life Sciences (Payers), Gerent
Cheryl Gibson is a tenured healthcare professional and Salesforce solution leader who excels in translating business processes into high-value technical solutions. With nearly three decades of industry experience — 10 of which were dedicated to directing the strategy, design, and implementation of complex projects in the Salesforce ecosystem — Cheryl is well-equipped to help Gerent’s payer clients overcome hurdles and achieve their ideal future state.

Jill Winegar, Senior Director of Healthcare & Life Sciences (Technology), Gerent
Jill is a multifaceted leader with over 20 years of experience in the healthcare, advertising, and marketing industries. She specializes in providing strategic guidance during implementations, developing winning lead engagement strategies, and cultivating strong teams and partnerships. As a results-minded professional, Jill is committed to building exceptional user- and patient-focused experiences.

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