Intelligent Appointment Management | Health Cloud Administration

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.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

User Permissions Needed
To use Health Cloud	Health Cloud Foundation permission set

Before you set up Intelligent Appointment Management, you must enable Person Accounts.

Note

The console also supports EHR integration by providing FHIR-aligned connectors with out-of-the-box Mulesoft Accelerators. You choose your own scheduling engine: either connect to an electronic health records (EHR) system, or run everything from Health Cloud with Salesforce Scheduler. And with Einstein Predictions, you can deploy AI to help reduce no-shows.

Get Started with Intelligent Appointment Management
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.
Create Work Type Code Set Bundles for Scheduling
When you set up Intelligent Appointment Management, work type code set bundles map visit types to code set bundles, which describe the work in the scheduling system.
Create Appointment Reasons and Engagement Channel Types
When an appointment reason is selected it connects to the underlying work type to fetch available time slots. Engagement channels are used to designate the channel for the appointment; such as in-person, video, and phone. The final step is to connect the appointment reason with the engagement channel type so that the scheduler is shown appointment slots that meet both criteria.
Set Up Your Back-End Scheduling System
Intelligent Appointment Management uses data such as provider availability for booking patient appointments. You can store this data in Salesforce Scheduler or an external scheduling system.
Configure Intelligent Appointment Management Component
Configure the Intelligent Appointment Management console to make it easy to find the perfect appointment for a patient.
Enable Patients to Schedule Their Own Appointments
Many patients and plan members prefer the control and convenience of booking their appointments online rather than working through a call center. Set up an Experience site to enable patients or their caregivers to find time slots and book appointments on their own, using a configurable flow powered by OmniStudio.
Appointment Guidance
Choosing the perfect appointment for a patient can be difficult, but logically walking through a flow that can take the guesswork out of it. Create a custom screen flow to launch in the Intelligent Appointment Management console that guides your call center operators or care coordinators when setting a patient appointment.
Reduce Patient No-Shows with CRM Analytics Prediction
Intelligently highlight the days and times a patient is most likely to attend based on the history of similar people by using the CRM Analytics Prediction for Intelligent Appointment Management add-on. When you identify ideal appointment times up front, you increase the likelihood of patients showing up for their appointments, save your staff from spending time on coordinating reschedules, and maximize your health care providers’ time.