Work with Health Cloud

Learning Objectives

After completing this unit, you’ll be able to:

• Identify Health Cloud end users in a typical pharma organization.
• Describe end users’ jobs to be done.

A Day at Cumulus Pharma

Olivia, Cumulus Pharma CIO, is impressed by how Cumulus is handling industry challenges with the help of Health Cloud. She’s curious to learn even more. As the CIO, Olivia has the freedom to visit different Cumulus offices and their clients, and to meet those who use Health Cloud on a regular basis.

Let’s discover the people and how they use Health Cloud on the job.

Key Players and Their Jobs to Be Done

While a lot of people use Health Cloud, these are the key players.

• Healthcare provider
• Patient
• Medical science liaison
• Patient program coordinator

Let’s go over each role.

Healthcare Provider

Healthcare providers interact with pharma organizations in many ways. For example, when a patient is diagnosed with an illness, healthcare providers may enroll them into a patient services program. Pharma organizations design and run these programs to help patients adhere to treatments. Healthcare providers may also have questions about prescribed medications or experimental treatments. In this case, providers submit medical inquiry requests to the pharma organization to get more information.

Healthcare providers typically use community portals to work with Health Cloud solutions. Using their provider portal, they can access information on prescribed treatments and complete self-service tasks.

Here are some things healthcare providers can do through their Health Cloud portal.

• Access resources that pharma organizations provide about their products and treatments.
• Submit medical inquiry requests to contact pharma representatives, such as for more detailed information about specific therapies.
• Enroll their patients in patient services programs.

Patient

Patients are the people who receive care, and they're often under substantial physical and mental stress. They want to manage their condition and medication regimens, which can be complex. They expect to receive personalized care and support across their entire medical journey, and they need medical information at the right time, over the right channel, and at the right level of detail. Throughout their patient journey, they have multiple touchpoints with their provider, where they assess their health, progress, and obstacles.

Like healthcare providers, patients don’t typically log in to a Salesforce org to work with Health Cloud. They use patient portals that integrate with Health Cloud to complete various tasks, such as:

• Report adverse events, like side effects to medication.
• Access resources to educate themselves on the treatment process.
• Enroll in patient services programs and clinical trials.
• Schedule appointments related to those services programs and trials.

Medical Science Liaison

Medical science liaisons work for pharma organizations. Their job is to help ensure that healthcare providers prescribe the right treatment to the right patients and that patients adopt treatments as intended. The liaisons also serve as scientific resources and experts who advise on upcoming advances in treatment. 

Healthcare providers often reach out to pharma organizations with medical information requests, and medical science liaisons are usually the ones who answer their questions. 

They log directly in to Health Cloud to perform the following tasks.

• Review their client’s profile and patient touchpoints.
• Identify and share knowledge sources to answer healthcare provider questions.
• Accept new cases and reroute cases to appropriate departments.
• Review their key performance indicators (KPIs) and pending cases.

Patient Program Coordinator

Patient program coordinators help patients, either directly, or through their physicians, to better manage disease outcomes. They support patients in understanding their condition and give advice on managing their situation. Patient program coordinators may also enroll patients in therapy programs and support them throughout their journey. 

Patient program coordinators log into a Health Cloud org to: 

• Enroll patients in therapy programs and coordinate their onboarding.
• Manage patient consent through available channels.
• Verify that patients have the right access to the right portals.
• Verify insurance coverage.
• Manage services and activities for patients and their personalized programs.
• Use multiple channels of communication, for example phone, email, fax, letters, portals, and apps.

Great work! You should now have a solid handle on the key features of Health Cloud for Pharma and the transformative benefits it brings to pharma organizations.