Experience-Focused Improvements: Rivia Mind’s Referral Management and Clinical Operations Journey to Data-Driven Decisions

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About Rivia Mind:

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PRODUCTS/INTEGRATIONS: Health Cloud, IntakeQ, Jotform, Epic Systems

Rivia Mind offers comprehensive mental health evaluations and personalized treatment for those suffering from psychiatric symptoms or psychological distress — providing quality, reliable, patient-focused care. 

After a Rivia Mind team member’s previous positive experience working with Kicksaw and Salesforce, Kicksaw was top-of-mind when they began looking for a partner to:

• Enhance their technical infrastructure with a patient and referral partner-focused CRM to better accommodate growth
• Improve functionality for their referral management and clinical teams
• Continue work towards their North Star goal of delivering the best patient experience in mental health care

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The Challenge:

Rivia Mind’s clinical teams had been using IntakeQ as their practice management and health records solution, combined with disparate systems and manual processes — which was time consuming and meant they weren’t able to see their practice as a whole. 

Their Referral Operations and Relationship Management team was also reliant on manual processes and disjointed systems, with multiple spreadsheets not only taking extensive time to manage, but causing duplicated efforts and discrepancies.

To accommodate their growth goals and create a more effective and seamless patient experience, they needed a robust, consolidated, and connected solution to better manage patient, provider, and partner information — and improve processes and collaboration for 3 teams directly tied to patient care:

• Referral Operations, which manages care coordination for patient referrals from partners, with identification and maintenance performed by the Relationship Management side of the team
• Patient Operations, which is responsible for the patient's journey from inquiry to intake and scheduling
• Clinical Operations, which manages information for providers, along with provider-specific data and metrics

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The Solution:

Salesforce Health Cloud was implemented to consolidate information, establish a single source of truth, and get the Rivia Mind teams off spreadsheets — while IntakeQ integration and bi-directional data syncing and flows allows for more accurate data collection, and a higher volume of visible, trackable, and actionable data.

Email integration was used to progress that connection further, with a Jotforms implementation and integration added to help replace manual entry of forms like patient or referral information  into IntakeQ or spreadsheets from both email and Rivia Mind’s website.

• Email integration was key because it allowed each of their operations teams to see the full scope of patient interactions throughout the entire patient journey
• Patient Ops could see emails from the Billing Team to the patient, Clinical Ops could see Patient Ops emails to the patient, etc.

Custom objects were used to personalize Health Cloud and streamline processes, automations were put in place for additional process improvements, and rich reporting and dashboards were enabled to ensure clear, concise information with a single click.

Rivia Mind has gained a new level of data consistency, integrity, and trust that they have been able to bring down to the team level — and can now easily visualize and link information, using it for data-driven decisions and setting targeted goals. 

For their Referral Operations and Relationship Management team results have included:

• Elimination of manual processes like manual entry of referral information and tracking down appointment data after hand-off
• The ability to see and address gaps quickly
• A way to easily gain insight into referral partner and patient connections, and send that information back to their referral partners

For their Patient Operations team results have included:

• The ability to see a full 360° view of where a patient is in their journey, including patient touchpoints 
• Insight into opportunities where they can enhance the patient experience and improve responsiveness, as well as better understand and remove barriers for patients
• Streamlined and automated processes for targeted appointment outreach  

For their Clinical Operations team results have included:

• Clear insight into practice health and how it’s changing over time, including number of active patients, provider-level trends, and links between providers and patient retention 

• Going from a full day of processing time for weekly provider reports to reports at the touch of a button
• Decisions based on data and not assumptions

“Kicksaw has been great at guiding us through technical conversations in an engaging way, using terminology that is easy to understand. Whenever we have questions they’ve been quick to answer and have even sent videos to walk us through how to do things, so that we can get things done and be more hands-on.” - Joe Ryan, Senior Director of Relationship Management

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From their initial project, Rivia Mind and Kicksaw have progressed to a Health Cloud and Epic integration designed to streamline referral processes for partners and the Referral Operations and Relationship Management team, and ultimately further improve the patient experience. 

• This will not only reduce the manual effort needed, but provide opportunities for additional partnerships in the future
• The next phase of this project includes integration that will expand this functionality to non-Epic EHRs

Additional solution enhancements include communication integration, added functionality for questionnaires and clinical notes, and improved insurance verification capabilities.

Close collaboration with Kicksaw has played a key role throughout this project, and Rivia Mind’s enthusiasm for hands-on learning and dedication to improving patient outcomes has meant their solution is one that is truly self-sustainable and working towards their North Star goal of delivering the best patient experience in mental health care. 

“I’ve never felt handcuffed to the Kicksaw team. They’ve been supporting us throughout this process, but also setting us up for independent success — so we can be self-sufficient when the project ends, knowing that they’re available if we need them again.” - Lindsey Sussman, Chief Operating Officer

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