Why health and human services agencies are turning to Microsoft Dynamics CRM for case management

By - October 22, 2015

In the Health and Human Services (HHS) industry, there are many investments being made in technology, software and business process transformation. Many states in the U.S. recognize a need for investment in these areas due to archaic legacy systems that just cannot handle the transactional load, the data size or the complexities of today’s demands for reporting and analytics. In our white paper, Your case management system may require a speedier, real-time solution, we specifically addresses these challenges related to FoxPro. That being said, Microsoft Dynamics CRM is a favored option among several states as they recognize it’s flexibility, it’s reliability and it’s speedy implementation.

Traditionally, divisions within the HHS industry would implement case management systems to allow for managing the multiple cases one person would have with the agency – each one with it’s specific needs, services and outcomes. Similarly, the different cases for one person won’t have a cross-sectional view into one person’s activity with the agency or across all agencies in the state. Seeing firsthand the transformations that these HHS divisions are going through today, we also see a large importance being played on the person centered approach – care focused on the person as opposed to their issues or disabilities.

In Dynamics CRM, there is an “out of the box” Case Management module that allows for the creation of traditional cases that can be linked to customers, contacts, businesses and pretty much any other record you could think of. In addition, RSM has developed a Health and Human Services Case Management Accelerator for Microsoft Dynamics CRM for HHS agencies to quickly deploy a person-centered case management solution in their agency.

There are a number of reasons why you would want to use case management within Dynamics CRM for the HHS industry, First of all – the case record encapsulates everything that is pertinent to a client/individual’s care – including assessments, eligibility determinations, service plans, financials, etc. It allows you to go to one record where everything is contained and organized for you as a snapshot in time. It also serves as a differentiator between multiple divisions in HHS. A person could have needs being served by multiple divisions and therefore would need to be organized as such – cases allow you to do this with ease. Lastly, cases allow for concepts such as statuses, closures and start and end dates that provide powerful reporting data when it comes to seeing a person’s entire history with their State HHS. Being able to review the case history for any given person provides valuable insight about their history.

RSM offers multiple services to government agencies and this solution has been adopted in four states. Read the full case study: Social services board pioneers solution to serve those most in need and Award-winning project enables enhanced case management for the disabled. To learn more, contact our professionals at crm@rsmus.com or by phone at 800.274.3978.

By: Chris Witham – Microsoft Dynamics CRM partner for public sector

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