Work with Health Cloud for Providers

Learning Objectives

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

• Identify Health Cloud end users for providers.
• Describe end users’ jobs to be done.

Luke’s Clinic Visit

It’s time for Luke’s doctor’s appointment. He expects Del Sol to make his patient journey quick and easy. It’s a tall order for Elizabeth, the lead patient manager at Del Sol. She must place Luke’s healthcare journey at his fingertips, not to mention, ensure an accurate health assessment and best-fit care plan.

Before Luke visits the clinic, a healthcare service agent helps him schedule an appointment with his physician. The agent asks Luke a few questions to confirm his identity, reviews his profile, and schedules an appointment for a date that works best for Luke.

Luke can also schedule his appointment online using an online portal. This portal is a great resource for him. He can use it for appointments, to access his medical history, and to find personalized resources for his health journey. 

On the day of his appointment, Luke drives to the clinic, provides necessary information at the reception desk, and then sees his physician. 

Fast-forward a full physical and several tests later, Luke comes back to the clinic for an in-person review of the results. His physician informs him he has prediabetes. Thankfully, the physician caught the condition early. With proper lifestyle changes, medication, and blood-sugar monitoring, Luke can prevent or delay type 2 diabetes and other serious health problems.

Luke’s physician assembles a care team to help manage Luke’s condition. The team includes a care manager, diabetes educator, and a health coach. 

The care manager at Del Sol designs the best course of action for Luke’s treatment—a care plan. The plan includes adjusting diet, playing tennis, taking prescriptions, monitoring blood sugar levels, and visiting a specialist regularly. The manager is in touch with Luke’s health insurance company to make sure his treatment is covered, so he can get the resources he needs. 

The diabetes educator works with Luke to educate him about his condition and what it means to his overall health. The health coach helps Luke identify ways to modify his lifestyle to prevent or delay type 2 diabetes. 

Key Health Cloud Users 

Luke, the healthcare service agent, and his care team all use Health Cloud to manage his condition. Here’s an in-depth look at these key users and the tasks they typically perform with Health Cloud.

Patient

A patient is, simply put, a person receiving care. Their main goal is to lead a healthy life. Because patients require interaction with providers, they expect to engage with them in a meaningful and helpful way. They want to be able to schedule an appointment to visit their provider when it’s most suitable, contact them outside the appointment time for quick check-ins, and access their medical records online. 

Patients don’t typically log in to a Salesforce org to work directly with Health Cloud. They use community portals integrated with Health Cloud to find information and complete tasks. This way, the physician, the care team, service agents, and other healthcare staff continue to have a 360-degree view of the patient. 

Patients can perform these tasks on community portals.

• Research regional providers.
• Contact the health system to schedule appointments.
• Follow care plans and instructions.
• Track health data, such as blood pressure.
• Order medical devices.
• Access relevant resources, such as articles, to help them manage their condition.

Healthcare Service Agent

Healthcare service agents assist and educate patients through inbound calls. They serve as the initial point of contact and handle a wide variety of inquiries, one patient at a time. As the face of the company, their goal is to fully resolve patient inquiries and connect them to other resources if the requests are out of their scope. 

The main goal of the healthcare service agent is to ensure patients receive the information, care, and attention they seek, while also helping them get the most out of their benefits and resources. 

Healthcare service agents can perform these tasks in Health Cloud.

• Verify patient identity.
• Verify patient benefits.
• Search for suitable providers for patients.
• Schedule appointments for patients.
• Process referrals and preauthorize patients for care.
• Manage patient documents.

Care Team

A care team is responsible for assisting the patient with their diagnosis. It includes a wide variety of people, including care managers, care coordinators, and caretakers. 

Care managers and care coordinators assess patient needs, manage and coordinate their care, and create personalized care plans. They act as a bridge between patients and a network of health providers, services, and resources. The care team manages clinical caseloads, and they often work with elderly, underserved, or underprivileged populations, and people with chronic and complex healthcare conditions. 

Caregivers extend patient care to their homes. They can be family, close friends or paid professionals. Caretakers help patients with transportation to appointments, cooking meals, and prescriptions. Overall, they ensure that the patient is well taken care of. 

Members of the care team use Health Cloud to:

• Complete patient assessments, often by phone.
• Define care plans, including problems, goals, and interventions.
• Engage with the patient.
• Process referrals and pre-authorize patients for care.
• Analyze patient data using reporting features.

Recap

Luke is fortunate that his primary care physician at Del Sol caught the onset of type 2 diabetes early. Luke can now manage his condition in many ways, like adjustment of his diet, exercise, medication, and monitoring blood sugar levels. Thanks to Health Cloud, Luke’s confident that his care team will always take good care of him.