2017 Winner Profile

Johns Hopkins Medicine International

Project Description:
Johns Hopkins Medicine International (JHI) is the global business arm for Johns Hopkins Medicine. JHI is responsible for international patient acquisition and management, specializing in personalized care coordination and employing multidisciplinary approaches to complex disease management. JHI treats more than 7,000 patients per year from around 80-90 countries. However, JHI has experienced explosive growth in volumes and has struggled to maintain a high quality of care while meeting demand and working with outdated technologies. To scale the business, JHI implemented Salesforce.com's Service Cloud, which included a customer relationship management platform. Salesforce is able to support complex workflow automation, centralize patient information, mobilize JHI's workforce and create data transparency for evidence-based management and business planning. Since deploying the Salesforce Service Cloud, JHI has been able to handle the growing number of overseas patients without increasing the size of its care coordination team as each care coordinator can take on more patients.
Business Functions:
Accounting & Finance, Customer Service or Support, Other
Business Goal:
Strategic Impact
Fedor Vidal, Head of IT
Pamela Paulk, President
Baltimore, MD
Healthcare (e.g. Medical Services, Pharmaceutical, Biotech)
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