Case Study: Seattle Children’s Hospital streamlines referral and peer review management with Bigger Boat Consulting

Seattle Children’s Hospital manages 3,200+ PAL calls a year with Bigger Boat Consulting

Seattle Children’s Hospital came to Bigger Boat Consulting with a challenge: their Partnership Access Line (PAL) operations were split between an existing Salesforce system and disparate Access and Excel files. This fragmented setup hindered their ability to efficiently manage a helpline that fields over 3,200 calls annually from primary care providers seeking mental health resources for their patients.

Bigger Boat Consulting implemented a unified and flexible Salesforce system to streamline all workflows. The solution provided Seattle Children’s with a single platform they understand, own, and can maintain. As a result, referral specialists navigate family conversations more easily, peer review management is more flexible, and staff spend less time compiling critical information. The hospital can now successfully manage the system internally without a dedicated Salesforce administrator.

Seattle Children’s Hospital