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How Vitra Health Transformed Care Coordination with Salesforce Health Cloud
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Vitra Health aimed to:
- Bring every step of client care, from intake to billing, into one cohesive platform.
- Reduce manual busywork so care teams can focus on families, not paperwork.
- Arm leadership with real-time insights to keep thousands of clients on track.
- Ensure strict compliance with state Electronic Visit Verification (EVV) mandates.
Vitra Health partnered with Wise Wolves to overhaul the way care is delivered behind the scenes, building a single Salesforce Health Cloud solution that keeps people cared for and operations running smoothly.
Initial
Situation
Vitra Health serves families across Massachusetts with three essential programs — Adult Foster Care, Group Adult Foster Care, and Adult Day Health — making it easier for people to get the care they need while staying right where they belong: at home and in their communities. Their mission is to help caregivers and clients thrive at home, with consistent oversight from nurses and case managers.
But while the mission is simple, the back end wasn’t:
- Disconnected Systems: Intake, care plans, billing, each living in a different silo, forcing staff to bounce between platforms and sometimes use paper.
- Manual Work: Finding one data point could mean hours of digging and auditing.
- Limited Oversight: Leadership lacked a clear window into what was happening day-to-day, often spotting issues too late.
- Compliance Risks: Meeting state EVV requirements manually was highly inefficient, prone to error, and posed a risk to Medicaid billing.
Vitra needed a single, unified system that worked as hard as their care teams.
Salesforce Health Cloud Customization
Wise Wolves stepped in to turn chaos into clarity. The team custom-built Salesforce Health Cloud for Vitra’s unique needs:
- End-to-end Client Lifecycle Management: From lead management through daily care to billing, every step now lives on one platform.
- Automated EVV Integration: Built a direct, real-time integration with Sandata (the state EVV aggregator) to automatically sync patient, caregiver, and visit data.
- Real-time Dashboards: Leadership teams have access to real-time oversight.
- Tailored Workflows: Automations reduce tedious manual tasks, letting field staff spend more time caring and less time chasing paperwork.
- Ongoing User Training: Practical training and support to keep everyone using the system smoothly long after launch day.
Solutions
Implemented
Outcomes
EVV-Compliant Portal for Caregivers
One big leap: Wise Wolves rolled out an electronic caregiver portal, transforming how over 1,700 caregivers document daily care and ensuring EVV compliance. Moving from handwritten logs to real-time updates featuring geo-stamped check-ins and check-outs represents a significant operational adjustment. It hasn’t been without hiccups, but adoption is climbing rapidly thanks to smart rollouts and ample support.
Centralized Oversight
With everything in one place, Vitra’s leadership finally has the visibility it needs to make quick decisions:
- Annual assessments, once a headache to track, can now be verified in minutes.
- Eligibility checks that previously took up to four days are now completed in two days.
Automated Validation
Completed caregiver logs are instantly submitted for EVV validation. If a visit fails validation, it is automatically routed to a specific error queue for the Rev Cycle team to correct and resubmit, ensuring seamless Medicaid payment processing.
Flexible and Supportive Approach
True to form, Wise Wolves didn’t just build and bolt. They dug deep during discovery, mapped out every moving part, and stayed lockstep with Vitra through an aggressive four-month build. They kept the project on track and gave the Vitra team grace and patience as everyone on the team learned to run with the new system.
Built to Grow
With one system supporting intake, care, EVV compliance, and billing, Vitra is ready to expand without adding new chaos. Vitra’s story shows what’s possible when you untangle complexity and give your people the right tools.
"Wise Wolves were patient, invested, and flexible. They were very invested in understanding what we needed and how it needed to flow. It is wonderful to have a single system from start to finish. This system is integral to enable the management and leadership teams to easily capture information and act on information in real-time, so we can grow with less hardships.”— Virginia Brackett, Chief Operating Officer, Vitra Health
Client Testimonials
Ready to transform your customer support operations?
Contact Wise Wolves today to learn how we can help you achieve similar success.
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