Administer Health Cloud

Administering Health Cloud means configuring the data flows and user interfaces that make the Health Cloud features available to your users. Care coordinators, caregivers, and patients depend on you to deliver the data and tools to help them take charge of their health activities.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

Most of the Health Cloud objects, APIs, and features are part of the Salesforce platform. We also deliver Health Cloud features in managed packages and unmanaged add-on packages to help you quickly implement specific features. You can map clinical data from a source electronic health records (EHR) system to Health Cloud objects and fields that hold patient and engagement data. Patients or members and other participants are represented as Person accounts.

Where Do I Start with Health Cloud?
The landscape of the healthcare industry is as varied and unique as the people that your company cares for. Are you an admin for a payer organizer and want to give your call center agents powerful tools to help your members? Or do you work for a provider organization and plan to set up the Health Cloud console to help your care coordinators manage patient care? You might even be an admin for a medtech company looking to set up tools to streamline field inventory management and increase medical device sales. But where do you begin with your Health Cloud implementation?
Learn About the Health Cloud Data Models
Before you start with managed packages and permission sets, take a deep breath. Health Cloud offers a multitude of capabilities and it’s easy to get lost in them. As our first step, let’s examine the structure of Health Cloud and find the data models that are most relevant to you.
Get Started with Health Cloud Provider Network and Relationship Management
Provider Network and Relationship Management makes finding, managing, and supporting provider partners easier, and streamlines recruiting, credentialing, contracting, and self-service. Users can easily search for healthcare providers based on specialty, location, and other factors, and view provider relationship cards that contain essential provider information. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Get Started with Health Cloud Sales and Commercial Excellence
Health Cloud Sales and Commercial Excellence helps teams better engage with their customers by streamlining the end-to-end process, from lead generation to fulfilling orders. Accurate forecasts ensure transparency across your sales and commercial units. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Get Started with Health Cloud Utilization Management
Utilization Management makes it easier for provider and payer organizations to gather member and clinical data, streamline care request reviews, and evaluate requests for medical necessity. It ensures seamless collaboration, reduces cycle times, and lowers expenses while providing appropriate care. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Health Cloud for Insurance
Design member and provider claim journeys with integrated document management to automate claim intake and reduce administrative costs with digital self-service claim tools. Manage provider claim denials, appeals, and grievances in a compliant and intuitive way using a comprehensive claims data model integrated with service codes and benefits structures.
Types of People in Health Cloud
At its core, healthcare is focused on patients or members. But every patient or member is surrounded by a team of people who support them. Health Cloud provides a 360-degree view of the patient or member that includes their primary care physician, additional care team members such as physical therapists and family members, and even medical supply companies.
Quick Start List for a Successful Health Cloud Implementation
Health Cloud implementation involves managed packages, person accounts, Chatter settings, data privacy settings, permission sets and licenses, and more. To help you get through the setup without breaking a sweat, here’s a list of tasks to complete to ensure a successful implementation.
Set Up Health Cloud
Complete these steps to have a basic working Health Cloud console that care coordinators and managers can use to manage their patients or members and provide excellent care. When you're done, consider customizing your Health Cloud app to make your users even more efficient.
Use the Health Cloud - Admin App
The Health Cloud - Admin app includes a set of tabs where you can customize Health Cloud features to support the ways your organization works with patients or members.
Customize the Health Cloud Console
We’ve built the Health Cloud console to be a powerful tool that you can tailor to fit how your organization manages people and the activities related to their care. From translating labels, using your own timeline icons, or changing fields in the patient card, you have the flexibility to make the console work the way your users work. Although not every component of a managed package is customizable, you can edit the key components to make your instance of Health Cloud fit your users' needs.
Customize the Health Cloud Apps
You can change some of the properties of the Health Cloud Apps. For example, you can add the Knowledge widget so that care coordinators can see articles and protocols from the console footer. You can also do things like add your company’s logo, change the color of page elements, and enable keyboard shortcuts in the Health Cloud console.
Contact Center for Health Cloud
Contact Center for Health Cloud digitizes customer service processes for contact centers and empowers agents to swiftly address members’ questions and concerns.
Code Sets and Code Set Bundles
Having accurate information and standardized definitions is vital for the healthcare industry. For example, a patient who is transferred from one provider to another faces serious consequences if both providers differ in their interpretation of the patient’s data. To avoid this scenario, the healthcare industry uses terminology systems that standardize the definitions of various situations and clinical data. These systems consist of subunits that the industry terms Coding, Codeable Concept, and Value Set.
Reporting in Health Cloud
Set up your reporting environment for Health Cloud. Use the report builder to create a basic report and organize your reports to make it easy to find information. You can also find useful dashboard apps on the Salesforce AppExchange and add them to the Health Cloud console.
Flow for Health Cloud
Flow for Health Cloud expands the existing Salesforce Flow suite with additional features built for complex industry workflows. In addition to Flow and MuleSoft, Flow for Health Cloud includes OmniStudio, Business Rules Engine, Document Generation and Intelligent Form Reader, and Data Processing Engine. Flow for Health Cloud consists of a unique portfolio of automation solutions, all built around your customer.
OmniStudio for Health Cloud
OmniStudio is a managed package of application components built on the Salesforce platform that you can download and install into Health Cloud. Configure users to give your care coordinators the ability to access the remote site and enable admins to customize appointment flows.
Help Patients Connect with Providers
Connect patients to providers by enabling patients, members, and agents to search for healthcare providers by specialty, location, and other factors. Use provider relationship cards to quickly and efficiently show users what they need to know about providers.
Protect Personal Health Information
Healthcare organizations across the world are required to comply with regulations such as HIPAA that govern protected health information. Failure to comply with these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information must first prove their identity and access.
Experience Cloud Sites
The private Experience Cloud site is the heart of collaborative patient care. Experience sites give care coordinators, physicians, patients, and caregivers an easy way to interact with each other whenever and wherever they are. You can set up a private site for your patient or member using Experience Builder with the Customer Service template.
Intelligent Appointment Management
Scheduling and managing appointments is at the center of key patient engagement processes such as patient intake, cost estimation of services, patient education, and post-visit surveys. With the Health Cloud Intelligent Appointment Management's easy-to-use console, call center agents and care coordinators can efficiently and accurately schedule appointments.
Virtual Care
Healthcare is no longer confined to the four walls of a physical facility. With Virtual Care video visits, you can enable care from anywhere.
Medication Management and Medication Review
Improve patients' medication regimen and reduce medication-related errors with Medication Management and Medication Review. Capture standardized information related to medication with the help of Medication Review. Use Medication Management to perform medication reconciliation of patients' medication list and detect potential drug-to-drug interactions.
Advanced Therapy Management
Advanced Therapy Management’s Multi-Step Scheduling feature supports slot management and scheduling across multiple territories in a single place, to help users easily search for and book appointments across multiple sites. Advanced Therapy Orchestration provides flexible workflows that automatically execute all the components of an advanced therapy, from therapy stages and substages to individual tasks.
Intelligent Document Automation
Simplify the document management process, reduce manual data entry, and get patients the right care and services faster by managing patient and member forms all in one place, from intake through processing. Patients can upload their own documents on an Experience Cloud site. You can route forms automatically to the right queue for faster review and processing in a digital, HIPAA-compliant workspace.
Intelligent Document Reader
Use optical character recognition to automatically extract data with Amazon Textract using your AWS account. Specify the document type that can be associated with the form, upload the form, and map the form’s fields to a Salesforce object’s fields. For example, you can specify that a patient's birth date in a referral form must be stored in the Birthdate field of the patient's Contact record. The extracted information can be used to create or update record fields, or to verify data that's already in the org. For example, you can check a person’s birth date against the birth date in their scanned passport.
Intelligent Form Reader
Intelligent Form Reader provides optical character recognition for data extraction. The information extracted from a document can be used to create or update record fields, or to verify data that's already in the org.
Document Generation in Health Cloud
With Document Generation, you can generate intake forms, contracts, reports, non-disclosure agreements, and more.
Manage Patient or Member Care to Improve Outcomes
A care plan gives the healthcare team a history of the patient and the progress or challenges related to their health. Care plans can have any number of problems, goals, and tasks that you can track from the person's tab in the console. You can also manage the associated team of professional and personal caregivers from a care plan.
Orchestrate Patient Care with Integrated Care Management
Integrated Care Management helps your care managers create enhanced care plans and coordinate care more efficiently for their patients. The feature’s integration with Discovery Framework (Assessments) gives care managers recommendations when they create care plans. And because Integrated Care Management is built over the OmniStudio framework, you have greater flexibility to customize the feature to your organization’s requirements.
Care Coordination for Slack
Improve patient outcomes and reduce healthcare costs by using the Care Coordination for Slack app to alert your care coordinators about updates to their patients’ health records.
Unified Health Scoring
Unified Health Scoring gives your users a holistic view of their patients’ health profiles. Using this feature, you can define a unified health profile for your organization that shows your users everything concerning their patients’ health. You can also configure contextual actions that prompt your users to intervene based on a patient’s score. This multidimensional view together with contextual prompts help your users plan their interventions better for improved health outcomes, greater patient engagement, and reduced healthcare costs.
Home Health
Use Home Health to efficiently schedule and manage visits for your organization’s home healthcare services. With this feature, your users can automate large parts of their operations, such as scheduling recurring visits and managing field resource assignments.
Provide Easy Access to Protocols and Articles in Health Cloud
Salesforce Knowledge enables you to easily create and manage content and make it available to other healthcare professionals, as well as patients, members, and the care team.
Provide Assessments and Surveys for Gathering Information and Feedback
Improve quality of care by gathering information that helps you manage your patients’ or members’ health more efficiently. Whether it’s an industry standard screener or a member feedback survey, you have the information you need.
Crisis Support Center Management
Empower counselors to swiftly respond to a crisis using a simplified intake flow that records details about the client and the interaction. Users can also capture notes, track the client’s interaction history, create and share Knowledge articles, search for beds, create referrals, and share provider details.
Manage Your Network of Providers
Find and manage provider partners and support efficient recruiting, credentialing, contracting, and self-service within a single cloud platform.
Behavioral Health App
Give users a 360-degree view of the behavioral or mental healthcare journeys of patients with the Behavioral Health app. Behavioral health and intake specialists can view a timeline of key events and engagements, capture assessments, and perform the common tasks in a patient’s behavioral health journey, from intake through sessions with specialists.
Help High-Risk Patients and Members
Give your users a holistic understanding of patients and members, so that they can provide more personalized care and support. Social workers and case managers capture critical social and environmental factors like homelessness and low income as barriers and related social determinants. With social determinants of health, they can create intervention tasks to address barriers and help mitigate avoidable adverse health events for patients and members.
Manage Care Requests
Give your users the tools to collaborate seamlessly when submitting, assigning, or processing care requests. Utilization management makes it easier for provider and payer organizations to gather member and clinical data, streamline care request reviews, and evaluate requests for medical necessity.
Verify Patient Benefits
Integrate benefit verification into the end-to-end patient access workflow to help caregivers and patients reduce the time and effort it takes to find out what coverage is available under each patient's health benefits.
Support Emergency Response Management and Contact Tracing
Help your health department serve its constituents and communities when faced with a health emergency. Quickly triage and evaluate patients, provide ongoing engagement and monitoring, and protect communities from widespread impacts with contact tracing.
Use Care Programs to Track and Manage Cohorts of Patients and Members
Maximize the impact of your care programs with enrollment and management tools to help drive adherence and improve outcomes. Care programs can cover services such as patient outreach, access to medications, access to care, financial assistance, or remote monitoring. Use the Life Sciences Program Management data model to define programs and manage relationships and activities within them. Then configure an Experience Cloud component that you can deploy to show which programs a person is enrolled in.
Remote Monitoring Patients
Remote Monitoring allows care coordinators to create a reliable and personalized connection with patients to motivate them on their healthcare journey. Care Coordinators can personalize care metric targets for each patient, making it easy to correlate care metrics and identify healthcare gaps. Charts that show biometric data and health metrics such as heart rate, blood glucose levels, or weight, help care coordinators track patient health with minimal effort. When a patient’s biometric data is out of range, care coordinators can proactively engage with patients.
Process Insurance Claims from External Sources
The claims data model makes externally sourced claims data available as external objects, so users can answer queries from providers and members without using multiple screens or applications. The Claims data model uses external objects, allowing Salesforce to connect to the claims source system only as needed, via OData callouts. The Claims data model is provided as part of an unmanaged package that includes the Claims external objects as well as supporting tabs, page layouts, and list views.
Automate Key User Tasks with Flows
You can make it easier for call center workers to complete some common tasks by setting up flows they can launch from the Health Cloud console. You can clone the template flows and customize them according to your business processes to help your call center reps handle service requests from patients and members.
Set up Action Plans
An action plan defines the tasks and other items needed to complete a business process, such as handling a patient intake or scheduling a visit. You can create action plans for various objects, including account, campaign, case, contact, contract, lead, and opportunity records, and custom objects.
Manage Campaigns
Campaigns are an effective way to help patients and members stay engaged with their care team and stick with their care plans. From health education to appointment reminders, you can improve patient participation throughout a connected experience. Build campaigns and create health journeys across populations, identify groups of people who share a need, and then assign them to the campaigns. Recruit, onboard, and engage the providers in your network through targeted campaigns. Payers can manage the entire member journey through acquisition, onboarding, engagement, and retention to create a seamless member experience.
Support and Manage Provider Referrals
Assist care coordinators and improve patient outcomes with timely and accurate referral processing.
CRM Analytics and Artificial Intelligence
Create apps by using predefined templates to get predictions about the likelihood of prior authorization requests breaching service-level agreements (SLA), and recommendations about services that are likely to be received and requested by healthcare payers and providers.
Manage Commercial Excellence
Medical device manufacturers can manage their volume and price agreements at the product level with their customers using sales agreements. They can also manage account and product specific forecasts, and create account manager targets.
Manage Inventories, Surgical Cases, and Cycle Counts with Intelligent Sales
Maximize productivity for your sales teams by giving them the tools required to efficiently plan and execute their surgical case visits and cycle counts. Give your teams valuable insight into field inventory and impacted revenue, with visits-based product availability projections. If someone has a product shortfall, they can request a product transfer from a nearby inventory. Reps can also blaze through cycle counts with fewer errors using their mobile devices.
Support Health Cloud for Mobile Users
Field Service enables care team members to carry Health Cloud with them. Users can complete tasks and interactively update records while they deliver services outside your facility, such as mobile nursing and home health care.
View Events Using Enhanced Timeline in Health Cloud
The Enhanced Timeline component shows key events relating to a person or a resource in one place, so your users can see information from a single source of truth.
Actionable Relationship Center in Health Cloud
Explore multiple layers of a patient’s connections with other people, providers, and caregivers by using the Actionable Relationship Center (ARC). Set up the ARC so that your users can start using pre-configured healthcare ARC graphs on record pages. Additionally, support account hierarchy management and define the starting point of the graph as an anchor node to help users visualize its parent entities.

Health Cloud Administration

Administer Health Cloud