Enroll and Onboard Patients

Learning Objectives

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

• List the enrollment and onboarding capabilities of PSP.
  
• Describe the PSP data model and its core objects.
  
• Explain the role of key tools in streamlining enrollment.
  

Begin Your Patient’s Journey

Enrolling in a patient support program should be simple, clear, and fast—but traditional enrollment presents hurdles that slow down patient access to care. Disconnected systems, redundant paperwork, and manual errors make it difficult for patients to get the support they need when they need it most.

For patients, delays in enrollment can mean delays in treatment, making them feel frustrated and disengaged, and can jeopardize their health. For organizations, inefficient processes increase administrative burden and make it nearly impossible to provide seamless care.

PSP for Life Sciences Cloud eliminates these challenges by making enrollment:

• Efficient, with automated workflows that reduce manual effort and minimize errors
  
• Patient-centered, guiding patients through clear, intuitive steps
  
• Seamlessly integrated, connecting patients to medications, providers, and care teams
  
• Personalized, aligning each enrollee’s care plan with their unique health needs
  

By streamlining enrollment, organizations can shift their attention from paperwork to patient care—giving every enrollee a clear, direct path to treatment.

In this unit, follow along as Lisa Green, the newly diagnosed diabetes patient, begins her enrollment in Cumulus Pharma’s Diabetes Management Program.

Model Program Enrollment

A seamless enrollment experience starts with a structured data model that organizes program details, eligibility rules, and patient-specific records. This framework links each enrollee to the right treatments, providers, and support teams from the start.

Care Program Framework

Before a patient can enroll, organizations define the foundational structure of the program, including eligibility requirements, covered therapies, and participating providers.

This table describes core care program objects and their relationships.

This framework lays a solid foundation with program rules, medications, and care team assignments before enrollment begins—setting the stage for a smooth, efficient enrollment process.

Enrollment Framework

When a patient completes enrollment, PSP for Life Sciences Cloud activates the enrollment framework, creating records that track the patient’s participation in the program.

Here’s a summary of the objects involved during enrollment.

This structured approach bridges the gap between program design and patient care, aligning every step so that enrollees like Lisa receive the right support from day one.

For more information about the data model, check out Care Program Management in the Salesforce Health Cloud Developer Guide.

Use Program Enrollment

Now that Cumulus Pharma has established the Diabetes Management Program, Lisa’s ready to begin her enrollment journey.

With prebuilt enrollment workflows, she can:

• Select a program, review details, and consent to participation.
  
• Upload required documents, with Intelligent Document Automation (IDA) verifying key details in real time.
  
• Complete onboarding quickly and access treatment without delays.
  

These workflows remove manual steps, facilitate accuracy, and create a smooth transition from enrollment to active program participation.

For more details about setting up enrollment flows, check out Manage Care Program Enrollment Flows in Salesforce Help.

Initiate Enrollment

Lisa first learned about the Diabetes Management Program from her doctor. To explore her options, she scans a QR code on a program brochure, directing her to the Cumulus Pharma Patient Portal, powered by Experience Cloud.

On the portal, Lisa finds educational resources and a clear call-to-action to begin enrollment. The intuitive layout makes it easy for her to understand the benefits of the program and move forward confidently.

Lisa selects the Diabetes Management Program from the guided workflow, which provides a structured step-by-step process for enrollment.

Thanks to the workflow, Lisa selects the appropriate program, enters the correct information, and progresses without confusion—eliminating the need for back-and-forth manual corrections.

Upload Documents

After choosing the program, Lisa uploads her driver’s license and insurance card for verification.

At this step, intelligent document automation (IDA) extracts and validates Lisa’s information in real time. This removes the potential for manual data entry errors and expedites verification. It’s a simple step for Lisa, and she knows her documents are being processed securely.

Next, she signs the program’s terms and conditions electronically to give her digital consent.

After just a few clicks, the agreement is finalized, and Lisa gets an immediate confirmation. She downloads a copy of the agreement for her records, which gives her full transparency of her enrollment details.

Digital document signing and storage keeps enrollment fast and compliant, cutting down on paperwork delays that slow onboarding.

Review the Request

Back at Cumulus Pharma, Patient Services Representative (PSR) Lief Hansen receives Lisa’s enrollment details.

From the Patient Support app, Lief can quickly access Lisa’s documents and review her information in one place. The centralized dashboard provides real-time visibility into outstanding forms, pending verifications, and next steps.

The app also holds other documents, like a faxed prescription from Lisa’s doctor. With IDA, even faxed or scanned documents are securely transcribed into Lisa’s patient record. Secure transcription prevents critical information from being lost or misread, enabling a smooth transition from document collection to program activation.

Tailor the Care Program

With Lisa’s details verified, Lief finalizes a care program tailored to her specific needs.

Using program templates, Lief can easily add personalized components for Lisa, such as dietary recommendations, glucose monitoring reminders, and personalized medication schedules.

Seamless Support from Day One

With her care program now active, Lisa receives personalized guidance, automated reminders, and ongoing communication—ensuring she stays on track with her treatment. PSP for Life Sciences Cloud orchestrates every step of her onboarding to remove delays and connect Lisa with the support she needs.

While Lisa’s insurance information was collected and validated during enrollment, this only confirmed her general plan details. To ensure she can‌ access and afford her prescribed medications, a deeper layer of verification is needed. In the next unit, explore how Cumulus Pharma uses PSP for Life Sciences Cloud to automate benefits verification and ensure Lisa can start treatment without delays or unexpected costs.

Resources

• Salesforce Help: Use Care Programs
• Salesforce Help: Manage Care Program Enrollment Flows
• Salesforce Help: Intelligent Document Reader for Life Sciences Cloud
• Trailhead: Care Programs