Health Cloud Administration

Administer Health Cloud
Where Do I Start with Health Cloud?
Health Cloud Data Models
Health Cloud Provider Network and Relationship Management
Health Cloud Sales and Commercial Excellence
Health Cloud Utilization Management
Health Cloud for Life Sciences
Health Cloud for Insurance
Types of People in Health Cloud
Quick Start List for a Successful Health Cloud Implementation
Set Up Health Cloud
Use the Health Cloud - Admin App
Customize the Health Cloud Console
Customize the Health Cloud Apps
Contact Center for Health Cloud
Code Sets and Code Set Bundles
Reporting in Health Cloud
Flow for Health Cloud
OmniStudio for Health Cloud
Help Patients Connect with Providers
Protect Personal Health Information
Experience Cloud Sites
Intelligent Appointment Management
Get Started with Intelligent Appointment Management
Create Work Type Code Set Bundles for Scheduling
Create Appointment Reasons and Engagement Channel Types
Set Up Your Back-End Scheduling System
Configure Intelligent Appointment Management Component
Enable Patients to Schedule Their Own Appointments
Appointment Guidance
Considerations for Appointment Guidance Flow
Add Custom Fields to Appointment Guidance Flow
Create an Appointment Guidance Flow
Appointment Guidance Flow Example
Configure Appointment Guidance
Reduce Patient No-Shows with CRM Analytics Prediction
Virtual Care
Medication Management and Medication Review
Advanced Therapy Management
Intelligent Document Automation
Intelligent Document Reader
Intelligent Form Reader
Document Generation in Health Cloud
Manage Patient or Member Care to Improve Outcomes
Integrated Care Management
Care Coordination for Slack
Unified Health Scoring
Home Health
Provide Easy Access to Protocols and Articles in Health Cloud
Provide Assessments and Surveys for Gathering Information and Feedback
Crisis Support Center Management
Manage Your Network of Providers
Behavioral Health App
Help High-Risk Patients and Members
Manage Care Requests
Verify Patient Benefits
Support Emergency Response Management and Contact Tracing
Use Care Programs to Track and Manage Cohorts of Patients and Members
Remote Monitoring Patients
Process Insurance Claims from External Sources
Automate Key User Tasks with Flows
Set up Action Plans
Manage Campaigns
Support and Manage Provider Referrals
CRM Analytics and Artificial Intelligence
Manage Commercial Excellence
Manage Inventories, Surgical Cases, and Cycle Counts with Intelligent Sales
Support Health Cloud for Mobile Users
Enhanced Timeline
Actionable Relationship Center in Health Cloud
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Create an Appointment Guidance Flow

Create a custom screen flow to guide call center agents through the process of selecting the correct visit type and provider for a patient’s appointment. When an agent completes the appointment guidance process, the flow sets the visit type and field values for the Healthcare Appointment Scheduler component. Additionally, the variables in the flow are matched against Provider Search fields to set the provider preferences in the component.
Available in: Enterprise and Unlimited Editions with Health Cloud

User Permissions Needed
To open, edit, or create a flow: Manage Flow

This documentation outlines how to build individual elements of a screen flow. Following these directions step by step won’t build a usable flow. Instead, it provides guidance on the elements, variables, screens, and assignments you can use to design your own appointment guidance flow.

  1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
  2. Click New Flow.
  3. Select Screen Flow, then click Create.
  4. Create a variable to input patient record information into the flow:
    1. From the toolbox, click Manager.
    2. Click New Resource.
    3. For Resource Type, select Variable.
    4. Input recordId for API Name.
    5. In the Data Type field, select Text.
    6. Select Available for input.
    7. Save your work by clicking Done.
  5. Assign recordId to a variable:
    1. From the flow canvas, add an Assignment element.
    2. Enter a label, for example Assign Record Id.
    3. In the Variable field select the recordId variable you created.
    4. In the Operator field select Equals.
    5. In the Value field select Account from the Record (Single) Variables section, then select Id.
    6. Save your work by clicking Done.
  6. Get records for the Patient:
    1. From the flow canvas, add a Get Records element.
    2. Enter a label, for example Get Patient Record.
    3. In the Object field select Account.
    4. In the Filter Account Records Condition Requirements select All Conditions are Met (AND).
    5. In Field, type Id, then select Id.
    6. In the Operator field select Equals.
    7. In the Value field select recordId from the Variable section.
    8. In How Many Records to Store select Only the first record.
    9. In How to Store Record Data select Automatically store all fields.
    10. Save your work by clicking Done.
  7. Create a screen to ask a question:
    1. In the flow Canvas, add a Screen Element.
    2. Enter a Label. This label is for the name of the question, not the actual question. API name is automatically populated.
    3. Create a question by clicking and dragging components to the screen. For example, add a Display Text component to display the question text such as “Is this appointment for an annual visit?”. Add a Picklist component with a “Yes” and “No” choice for the call center agent to input the reply.
    4. Save your work by clicking Done.
    5. Repeat this step for each question in your flow.
  8. Use records or answers from a screen to make a decision:
    1. From the flow canvas, add a Decision element.
    2. Enter a label, for example Provider Decision.
    3. In the Outcome Details section use the fields retrieved from the record or the answers to the questions to create the different branches of the decision. For example, in the resource field you could retrieve the patient’s gender from the patient record or ask for the patient’s gender in a question. One outcome could be for the gender of female, another for male, and the Default Outcome could be if neither is selected in the patient’s record.
    4. Save your work by clicking Done.
    5. Repeat steps to create additional decisions.
  9. Create variables to output provider preferences at the conclusion of the flow:
    1. From the toolbox, click Manager.
    2. Click New Resource.
    3. For Resource Type, select Variable.
    4. Enter the Flow Output Variable Name listed in the table for API Name.
      Table 1. Standard Fields for Use in Appointment Guidance Flow
      Flow Output Variable Name Provider Preference Field Name
      ProviderName Provider Name
      FacilityName Facility Name
      Specialty Specialty
      VisitTypeID VisitType
      ProviderGender Provider Gender
      LanguagesSpoken Language Spoken
      Channel Channel
    5. In the Data Type field, select the data type of the field.
    6. Select Available for output.
    7. Save your work by clicking Done.
    8. Repeat these steps for each output variable you plan to use to set filters in the provider preferences panel.
  10. Assign values to output variables:
    1. From the flow canvas, add an Assignment element.
    2. Enter a label, for example Assign Provider Gender.
    3. In the Variable field select one of the output variables you created.
    4. In the Operator field select Equals.
    5. In the Value field, type in the value you want to use to set the filters in the provider preferences panel.
    6. Save your work by clicking Done.
    7. Repeat these steps for each output variable you plan to use to set filters in the provider preferences panel.
  11. Save and Activate the flow.
  12. Give call center agents and care coordinators access to the Appointment Guidance flow:
    1. From Setup, in the Quick Find box, enter Flows, and select Flows.
    2. Click drop down button at the end of the line for the flow next to your appointment guidance flow, then click Edit Access.
    3. Select Override default behavior and restrict access to enabled profiles or permission sets.
    4. Move the Call Center Agent and Care Coordinator profiles to the Enabled Profiles list.
    5. Save your work.

Open the patient record page in Lightning App Builder and select the Appointment Management component. In the appointment guidance section use the dropdown to select this screen flow.