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Get Started with Care Coordination

Learning Objectives

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

  • Describe what Health Cloud helps a Care Coordinator do.
  • Describe the contents of a patient record in Health Cloud.
  • Explain how patient records offer a complete view of the patient.

Bring It All Together with Health Cloud

April Guthman is the care coordinator for Bloomington Caregivers, a home healthcare agency in Bloomington, MN, providing full-spectrum care for the elderly. The agency has about 3,000 clients living in their own homes throughout the Minneapolis–St. Paul region.

Bloomington Caregivers delivers outstanding patient care by developing strong, collaborative relationships with patients and caregivers. But it’s a lot of work! April has her hands full keeping track of critical patient records, care providers, insurance providers, and her clients’ health outcomes. The agency is adopting Salesforce Health Cloud to try to get a handle on the increasing complexity of care coordination as its client base grows.

A care coordinator in a clinical uniform


April’s caseload includes administrative tasks that need attention, new patients who need onboarding, and communications with everyone surrounding her patients. It can be a fire hose of information, but Health Cloud provides a central console that brings it all together so she can work sensibly and efficiently. April has separate tabs in the console for individual patients and their related care plans, health history, and care teams, so she can work on multiple cases at the same time.

April knows that a rich store of information about her clients is in their electronic health records (EHRs). Each of the doctors’ groups that Bloomington Caregivers works with uses a different EHR provider, but that doesn’t slow April down, because Health Cloud shows her all the data from disparate sources in one easy-to-understand display.

Using the Health Cloud console, April can view the big picture of her caseload, including tasks that need attention, new patients, and communication about it all. She can care for multiple patients at the same time using separate tabs for care plans, care teams, and health history.

Alt text: All Open Care Plans for Phyllis on the Health Cloud console. The Care Plan “Senior Care” is expanded to show Case Number, Status, and Owner. There are tabs for Tasks, Care Team, and Goals.

April finds it handy to divide Bloomington Caregivers patients into groups with similar conditions or criteria and then work with them in parallel. For example, she has 38 patients who need patient managers with special training in memory issues. This week, she’s going to send reminders to all 38 of those patients to get out for a brisk walk, because research shows that physical activity is a big contributor to quality of life for patients with dementia.

Set Up Patient Records

Harryette Randall is the office manager and Salesforce admin for Bloomington Caregivers. Phyllis Cotton was referred to Bloomington Caregivers. Harryette reaches out to Phyllis and confirms that she is a fit for the clinic. Harryette wants to convert Phyllis from a lead to a patient. 

Ready to Get Hands-on with Health Cloud?

Launch your hands-on org (the Developer Edition Org with Health Cloud that you signed up for) now to follow along and try out the steps in this module. To open your hands-on org, scroll down to the hands-on challenge and click Launch. You also use the hands-on org when it's time to complete the hands-on challenges.

  1. Click App Launcher, enter Health, and then select Health Cloud Lightning Console.
  2. Go to patient navigation and select Leads.
  3. Select the All Open Leads list.
  4. Find Phyllis Cotton and click the checkbox to select the record.
  5. Click  More Actions and select Convert to Patient.

    Alt text: Phyllis Cotton’s record is selected in the All Open Leads list and the Convert to Patient button is highlighted
  6. Click Next.
  7. In Assign Care Coordinator, enter April Guthman and then select Next.
  8. In Review, select Convert.
    [Alt text: Phyllis Cotton’s record is selected in a Leads list with a Convert button.]
  9. In the confirmation message, select OK.
  10. Open the Patients list.
  11. Select Phyllis Cotton.
  12. Select Household. Under Phyllis Cotton’s Care Plan, April Guthman is listed as Phyllis’s care coordinator.

Now that Harryette has converted Phyllis Cotton to a patient, Phyllis Cotton disappears from the Leads list and is added to the Patients list.

Note: Some Patient records have no corresponding Lead record. This happens when you import contacts directly, especially in cases where patient details are transferred from another healthcare provider. For example, some EHR system integrations create a Person Account directly. To find out more about bringing in EHR data, head over to Create Person Accounts Instead of Leads.

The Inner Workings of Health Cloud

It’s a few simple clicks for Harryette, but a lot is going on behind the scenes. First, Health Cloud checks the leads to verify that the values in the System ID, Source System, and Medical Record Number fields do not have duplicates and are not associated with an existing Account record. 

If there are duplicate values, you can merge the records by choosing a Lead record as master and selecting the fields you want to keep. For more information on merging duplicate values, see Merge Duplicate Leads in Lightning Experience. After Health Cloud verifies that there are no duplicate values, you can assign a care coordinator for the patient. This is optional. You can also choose to assign a care coordinator in the Care Team section of the Care Plan case record.

When Harryette clicks Convert on the next screen, Health Cloud does all this to set up patient records.

  • Converts the lead record into a person account record.
    Note: If a Lead has a value in the Company field, it’s converted to a business account. Otherwise, the lead is converted to a person account.
  • Combines certain account and contact fields into one record in the person account. Person accounts can also be used as contacts in many situations.
  • Populates the Care Plan fields.
  • If your admin assigned a care coordinator during the lead conversion process, they are added to the care plan.

Converting the lead to the patient record automatically sets April Guthman, the care coordinator, as the case owner as well. Now both Harryette and April can add other care plans in the future. To learn more, see the Health Cloud Administration Guide.

Use Patient Records

Now that Phyllis is in the system as a patient, April can open the Patients tab to find all patients. Selecting Phyllis Cotton from the list opens Phyllis’s patient card which provides an overview of her medications, immunizations, and allergies. In the Phyllis Cotton tab, subtabs show Phyllis’s care plans, timeline, and household. April can assess and plan the next-best steps for Phyllis from the Related tab of her patient card.


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