Agentforce for Provider Contact Center

Leverage Agentforce to optimize every patient interaction and enable faster resolution of patient queries and service requests. Deliver personalized support with real-time access to patient data, including medical histories, treatment plans, and real-time eligibility and benefit details, on a unified interface. Boost operational efficiency and ensure data accuracy as Agentforce integrates external EMR systems, simplifies patient registration, and creates or updates patient-related clinical and administrative data, all while maintaining strict healthcare compliance.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with the Agentforce for Health Cloud, Universal Credit Metering, and Agentforce Employee Agent Add-on licenses

Note The agent uses public FHIR APIs to retrieve patient data in real time, including demographic data, clinical records such as prescriptions, lab results, health conditions, procedures, referrals, and care plans, and administrative data such as visit encounters, coverage, and eligibility and benefit details from any certified EMR such as Epic, Oracle Cerner, and AthenaHealth. Data retrieval has been tested in the publicly available sandbox environments of these EMRs.

The agent leverages a pre-packaged MuleSoft API to interact with these FHIR endpoints. To enable the integration, provide the EMR-specific FHIR base URLs and credentials outlined on the MuleSoft setup page.

• Set Up Agentforce for Provider Contact Center
  To help contact center reps deliver efficient patient interactions by using Agentforce, enable the required settings and set up Agentforce for Provider Contact Center.
• Use Agentforce for Provider Contact Center
  Enhance the patient experience and expedite query resolution with Agentforce. Offer tailored support through immediate access to medical records, treatment plans, and real-time eligibility and benefit details, all in a single interface. Boost operational efficiency and ensure data accuracy as Agentforce connects with external EMR systems, simplifies patient registration, and creates or updates patient-related clinical and administrative data, while upholding stringent healthcare compliance.