Get Started with Intelligent Appointment Management | Health Cloud Administration

To use Intelligent Appointment Management, first enable Provider Search and then check that the Care Provider Searchable Field records are populating correctly. Next set up users, such as call center agents and coordinators, that schedule appointments for patients. Then proceed in setting up the records needed for connecting patients to the right provider. After these steps are complete configure your back-end scheduling system to view appointment slots.

Get Your Org Ready for Intelligent Appointment Management
Before you use Intelligent Appointment Management, make sure you enable Provider Search and set up data for providers. Store provider and facility information in the Healthcare Provider object, and add information about the providers’ areas of specialization in the Healthcare Provider Specialty object.
Enable Intelligent Appointment Management
To get started with Intelligent Appointment Management, first make Patient Appointment Scheduling available in your org. When you enable Patient Appointment Scheduling, care coordinators and call center agents can set up patient appointments seamlessly.
Create Call Center Agent and Care Coordinator Users
Create profiles for call center agents and care coordinators. People in these roles book appointments for patients in Intelligent Appointment Management. After you create the profiles, you create user records and assign permission sets.
Enable Care Coordinators to Schedule Appointments for Patients
Make the Intelligent Appointment Management console available to call center operators or care coordinators by adding a tab to the account page layout.
Show Assigned and Past Provider Badges
Often, a number of care providers and healthcare practitioners are involved in a patient’s care. To easily schedule appointments with the required practitioner, such as the primary care physician, you must display assigned and past provider badges on the provider’s card.
Configure Visit Types
Create visit types to help users view appointment availability for relevant providers. To set up a Visit Type, create a Work Type record.
Add National Provider Identifiers
Intelligent Appointment Management uses a numeric ID to specify a practitioner or facility. In the US, this ID is the National Provider Identifier (NPI), but you can substitute the ID used in your country or region. To record a provider’s ID, create a Healthcare Provider NPI record.
Connect Healthcare Practitioners with Facilities
Enable patients to find their healthcare practitioners faster by associating the healthcare practitioner records with a facility. If the healthcare practitioner provides primary care to the patient, make sure you select the checkbox for the Primary Care Physician field.
Create Care Specialty Records
Create a Care Specialty record to associate a care specialty with a practitioner. Associating a care specialty with a practitioner helps patients find providers that offer a particular specialty.
Create Care Provider Facility Specialty Records
Create a Care Provider Facility Specialty record to associate providers with their care specialties. Creating this record helps patients find a provider by the specialties they offer at a facility.
Link a Visit Type to a Care Specialty
To link a visit type to a care specialty, create a Work Type Care Specialty record. When your user selects a visit type in the Intelligent Appointment Management console to schedule an appointment, the linked care specialty is auto-selected in the console.
Provide Appointment Statuses and Status Categories
Enable users to track the status of their appointments with customized statuses and status categories. You can add status values that are meaningful to your organization in the Status Values Picklist. Map the picklist vales to status categories to help users manage their appointments better.
Set Up Reciprocal Roles and Relationships for Intelligent Appointment Management
Intelligent Appointment Management uses the relationships between a patient and their providers to surface appointments with existing providers at the top of the search results. Health Cloud uses two objects to represent the relationship between a patient and their assigned provider: the Reciprocal Role object and the Contact-Contact Relationship object. The Intelligent Appointment Management Configuration references the Reciprocal Role object.