StarBoost: Transformed Patient Engagement with Salesforce Automation and MuleSoft Integration

Client Background

StarBoost is a healthcare engagement program designed to help patients complete Medicare-recommended diagnostic tests. By simplifying coordination between patients, laboratories, health plans, and physicians, creating a proactive, connected, and efficient healthcare ecosystem.

Business Objectives

StarBoost aimed to transition from manual operations to an automated, data-driven engagement platform. The organization sought to:

• Replace manual patient tracking and call management with a unified CRM system.
• Enable telecallers to efficiently reach patients, log interactions, and schedule appointments.
• Improve managerial visibility into workload, performance, and engagement outcomes.
• Simplify laboratory appointment booking and results processing through API integrations.
• Ensure secure and compliant handling of patient data in line with healthcare standards.

Solution Overview

Softsquare implemented a Salesforce-based automation and integration platform that unified StarBoost’s patient management, communication, and laboratory workflows. The solution combined Salesforce CRM, Vonage CTI, and MuleSoft integrations to deliver a seamless, secure, and scalable system.

Key Deliverables and Features

• Vonage CTI Integration
  Integrated and configured the Vonage Computer Telephony Integration (CTI) tool within Salesforce, enabling telecallers to make outbound calls directly from the CRM.
  
  • Automatic call logging and status tracking for each patient record.
  • Personalized dashboards showing upcoming calls and follow-ups.
  • Enhanced engagement efficiency through one-click dialing and real-time call capture.
• Patient Assignment and Workload Management Automation
  Introduced automation for patient assignment, follow-ups, and performance monitoring.
  
  • Managers can assign patients to telecallers in bulk with a single click.
  • Dashboards and reports provide real-time visibility into workloads and telecaller performance.
  • Simplified follow-up management to ensure no patient interactions are missed.
• Laboratory Order API Integration
  Developed REST API-based integration for lab order management, enabling secure data exchange between StarBoost and partner laboratories.
  
  • Simplified appointment creation and status updates.
  • Reduced manual coordination and improved appointment accuracy.
• Labcorp Result Processing via MuleSoft
  Implemented a MuleSoft-based HL7 (Health Level Seven) integration to automate the retrieval and processing of lab reports from Labcorp’s SFTP server.
  
  • Automatic parsing and creation of result records in Salesforce.
  • Support for multiple and unsolicited test results.
  • Secure static IP configuration for SFTP access.
  • Error handling with detailed email alerts and diagnostic messages.

Results & Impact

Softsquare’s solution transformed StarBoost’s manual outreach program into a centralized, automated engagement platform that improved both efficiency and data reliability.

• Centralized patient engagement: Unified platform in Salesforce eliminated Excel-based tracking.
• Increased telecaller productivity: Seamless call management and real-time workload visibility.
• Accelerated lab coordination: Faster appointment scheduling and result integration.
• Enhanced data security: HIPAA-compliant architecture with secure authentication and controlled data access.
• Improved scalability: Platform supports growing patient volumes and new laboratory partnerships without additional manual workload.