Set Up Provider Search

Unlike the traditional approach of extracting data from your CRM system into a data warehouse for enabling provider search, Health Cloud directly provides provider search on top of your CRM data both for internal users and community members. This dramatically reduces implementation time and costs. Health Cloud uses the power of the provider data model to help your users find health care providers based on criteria such as location, specialty, and whether they’re accepting new patients. Not only do your search results include copious amounts of information about each hit, you can also see their geolocation on a handy map.

The data in the provider data module is not searchable on its own. For the data to be searchable, you must convert it into a searchable format. This is where a background process called provider sync comes into play. The provider sync process moves the data in the provider data model to a searchable object.

Because there are so many objects in the provider data model, getting an optimal search speed can be a challenge. The CareProviderSearchableField object, which holds a variety of information from certain fields in the provider data model, ensures faster provider searches. The provider search Lightning component queries this object instead of multiple objects to perform searches, which improves search performance. For more information about the CareProviderSearchableField object, see the Resources section of this unit.

The provider search Lightning component uses provider sync to synchronize the data every 6 hours. Note that there’s a minimum set of fields that must be present about the providers across the objects for the data to synchronize successfully. For more information about setting up the minimum set of fields, check out the Setting Up Provider Data section of the Health Cloud Admin Guide listed in the Resources section of this unit.

Before you begin to add provider search to the page layout, you need to enable provider search. In Setup, search for Provider Search. On the Provider Search Settings page, switch the Enable Provider Search toggle to Enabled.

Now add provider search to the page layout.

1. In Lightning App Builder, make the Provider Search component (1) available to Health Cloud console users by doing one of the following:
   • Drag the Provider Search component onto the Account Record Page.
   • Drag the Provider Search component on the Home page of your Health Cloud app.
   • Create an app that just contains the Provider Search component.
2. To add your preferred fields to the Provider Search panel (2), in Search Panel Fields (3) click Add Field (4). Similarly, add fields in Advanced Search Fields (5) and Search Results Fields (6). You can also customize the field names. Click the field, edit the name, and click Done.
3. Save and activate the component.

The procedure for adding a field label to the Healthcare Provider and Healthcare Practitioner Facility object is the same. In this example, add the new field to the Healthcare Provider object.

1. From Setup, click Object Manager and click Healthcare Provider.
2. Open Fields & Relationships and click New to create a custom field label.
3. Select a data type and click Next.
4. Enter the details for the new custom field and click Next.
5. Set the field-level security to determine whether the field is visible and editable or read-only for specific profiles. Field-level security allows you to control which fields are visible in different channels.
6. Click Next and Save.

Next, follow the same steps to add the new field to the Care Provider Searchable Field object.

1. Go back to the Object Manager and click Care Provider Searchable Field.
2. Open Fields & Relationships and click New to create a new custom field label.
3. Select a data type and click Next.
4. Enter the details for the new custom field and click Next. Make sure to enter a different name from the one you specified in the Healthcare Provider object.
5. Set the field-level security to determine whether the field is visible and editable or read only for specific profiles.
6. Click Next and Save.

Now map the two fields.

1. In Setup, click Care Provider Search Config.
2. Click New Care Provider Search Config.
3. Enter a label. The Name field automatically populates with the same entry.
4. Select the appropriate choice from the Mapped Object dropdown list. For this example, select HealthcareProvider because the new field was added to the Healthcare Provider object.
5. In Source Field, add the field name of the field label you added to the Healthcare Provider object.
6. In Target Field, add the field name of the field label you added to the Care Provider Searchable Field object.
7. Click Save. The new field is available in the Search Panel and the Results Panel.

Now you know how to configure both the provider relationship cards and the provider search features to help reduce an agent’s daily grind. In Health Cloud, a great provider data model offers great solutions that ease your responsibilities. All contacts centered in one place can make a contact center agent’s load a whole lot lighter. Time for you to try it out for yourself!