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            Manage Patient Data

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            Manage Patient Data

            As a contact center rep, use Agentforce to manage patient demographics, related person records, and medication requests in your external Electronic Medical Record (EMR) system. Use the agent to log contact center communications and synchronize clinical data in real time using FHIR standards. Deliver personalized patient support and reduce handling time by performing updates directly from a single interface.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions with Agentforce for Health Cloud, Universal Credit Metering, and Agentforce Employee Agent add-on licenses.
            User Permissions Needed
            To manage patient registration and data retrieval:

            Manage Contact Center for Health Cloud

            AND

            Use Contact Center AI Assistive Agent

            AND

            Data Cloud User

            AND

            Health Cloud Foundation

            AND

            Prompt Template User
            Note
            Note The user interface of this product is available in English only and may not be fully supported in other languages.
            Note
            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.

            1. From the App Launcher, find and select Contact Center.
            2. Open the Agentforce panel and select the agent for Contact Center if it isn't selected by default.
            3. To register a new patient, enter the patient’s SSN, given name, family name, date of birth in yyyy-mm-dd format, gender, and phone number, then ask the agent to register the patient.
              The agent will confirm the registration and return a summary, including the newly created patient ID.
            4. To create a related person, enter the name, relationship, and other required details for the related person
              The agent provides a summary for your confirmation. After you review and confirm the details, the agent creates the related person record.
            5. To create a medication request of a patient, Enter the medication, status, intent, subject, encounter, dosage instructions, and dose quantity. Then, ask the agent to create the request.
              The agent displays a summary. After you review and confirm the details, the agent creates the medication request record.
            • Manage athenahealth Patient Details
              Register new patients, update patient details, create patient cases, and create medication requests (prescription refills) in athenahealth directly from Health Cloud.
             
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