2018 Winner Profile

Cancer Treatment Centers of America®

Project Description:
To enable the transformation of patient acquisition and foster a unique patient experience, Cancer Treatment Centers of America (CTCA) launched a program focused on obtaining requirements from all business areas. In addition, input was solicited from patients and Cancer Fighters, a community of people fighting cancer who nurture, engage and empower one another. These requirements led to the selection of Salesforce.com as the customer relationship management platform to enable multi-channel patient acquisition that adapts to the changing needs of the patient, as well as the platform that could easily adapt workflow to changing market conditions. The implementation of Salesforce included the integration with CTCA's electronic health record and revenue cycle management systems. This facilitated the validation of insurance eligibility, the scheduling of site visits with a care management team and the seamless transition from prospect to patient. The new system has improved the prospect-to-patient rates and reduced the average number of days from case creation to scheduling the first appointment by 76 percent.
Business Goal:
Customer Experience
Kristin Darby, CIO
Rajesh Garg, President and CEO
Boca Raton, Fla.
Healthcare (e.g. Medical Services, Pharmaceutical, Biotech)
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