Provider Management in Public Sector

Note Public Sector Solutions is now Agentforce Public Sector. You may see references to Public Sector Solutions in Salesforce applications and documentation.

Providers are organizations that offer specialized services to individuals. Government agencies can collaborate with the providers to serve their constituents. 

For example, the Human Services Department stores details of providers after it verifies their professional credentials, inspects facilities, and certifies that the providers meet required standards. Then caseworkers can refer constituents to providers in the network to receive services. For example, when a constituent’s life partner passes away, the caseworker can refer them to a qualified grief counselor.

Public Sector offers a suite of objects and functionality that provide a framework for provider management and service delivery.

• Provider Service Delivery Workflow
  Understand how caseworkers and providers collaborate to deliver services to constituents in Public Sector (formerly Public Sector Solutions).
• Provider Management Prerequisites
  Before you set up provider management in Public Sector (formerly Public Sector Solutions), complete the prerequisites.
• Provider Recruitment
  Build and manage a network of providers by capturing details of providers, their facilities, and their specialties in the Provider Management data model.
• Provider Search
  Set up provider search and help caseworkers find suitable providers who can deliver services to constituents and take actions on the providers. The search experience that caseworkers need varies by the provider type, the information they need to act, and the relevant actions that they can take. Use the Criteria-Based Search and Filter features to design varied provider search experiences by configuring the required search criteria, result fields, and actions for each experience. Customize the predefined provider search configuration or create your own configuration based on it.
• Provider Referral Guided Flow
  The provider referral guided flow streamlines how caseworkers share relevant information with providers, such as the required services, the necessary documentation, and other details to help providers deliver services effectively.
• Build a Provider Experience Cloud Site in Public Sector
  Create an Experience Cloud site where your certified providers can process referral requests, enroll clients in sessions, track service delivery, manage their information, and collaborate effectively and transparently with your agencies.
• Configure Referral Authorization
  Use the Authorize Referral for Provider Salesforce flow to enable caseworkers to authorize the service delivery by a provider. The flow updates a referral's authorization status. It also shares the benefit assignment record related to the referral and the account of the benefit assignment enrollee with the provider user. The provider user can then easily track service delivery as benefit disbursements against the benefit assignment. Make sure that caseworkers have the appropriate permissions to run the flow, and configure a custom action to initiate the flow.
• Authorize Referrals for Providers in Public Sector
  Review referral authorization requests and authorize a provider to serve a constituent.
• Approve Schedules from Providers in Public Sector
  Review and approve benefit schedules from providers to create benefit sessions for every instance of a delivered service.
• Considerations for Caseworker and Provider Collaboration
  Review these considerations to help you collaborate effectively with providers to deliver services to constituents in Public Sector (formerly Public Sector Solutions).