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Intelligent Appointment Management
Scheduling and managing appointments is at the center of key patient engagement processes such as patient intake, cost estimation of services, patient education, and post-visit surveys. With the Health Cloud Intelligent Appointment Management's easy-to-use console, call center agents and care coordinators can efficiently and accurately schedule appointments.
Required Editions
Available in: Lightning Experience Available in: Enterprise and Unlimited Editions with Health Cloud |
| User Permissions Needed | |
|---|---|
| To use Health Cloud | Health Cloud Foundation permission set |
The console also supports EHR integration by providing FHIR-aligned connectors with out-of-the-box Mulesoft Accelerators. You choose your own scheduling engine: either connect to an electronic health records (EHR) system, or run everything from Health Cloud with Salesforce Scheduler. And with Einstein Predictions, you can deploy AI to help reduce no-shows.
- Compare the Salesforce Scheduler Flow with Intelligent Appointment Management
If you use only Salesforce Scheduler to book healthcare appointments, learn how Intelligent Appointment Management enhances the scheduling experience with more precise provider searches, flexible scheduling options, automated appointment guidance, and predictive analysis. - Get Started with Intelligent Appointment Management
Before you can use Intelligent Appointment Management, set up Provider Search and verify that the Care Provider Searchable Field records are populating correctly. Next, set up the users who schedule appointments for patients, such as call center agents and coordinators. Then, create the records you need to connect patients to the right provider. After these steps are complete, configure your back-end scheduling system to view appointment slots. - Set Up Your Back-End Scheduling System
Intelligent Appointment Management uses data such as provider availability when you book and manage patient appointments. You can store this data in Salesforce Scheduler or in an external scheduling system. - Configure the Intelligent Appointment Management Component
Make it easy for call center operators and care coordinators to find the most suitable appointments for patients. Add the Intelligent Appointment Management component to a record page so that users can book, modify, and cancel appointments all in one place. - Set Up Multi-Step Scheduling for Intelligent Appointment Management
Make it easier for schedulers to book a series of related appointments at once. Create templates that specify the types of appointments to book in a series, in the right order, and at the right time intervals. A prebuilt workflow walks schedulers through the steps to book each of the appointments and confirms the availability of appointment slots each step of the way. Schedulers can skip appointments in a series, cancel one or all of the appointments in a series, and act swiftly when notifications alert them to scheduling issues. - Set Up Asset Scheduling for Intelligent Appointment Management
Provide schedulers a way to efficiently book rooms, equipment, and other assets exclusively or along with providers. Create the required asset records, set up your back-end scheduling system for asset scheduling, and add asset scheduling to the Intelligent Appointment Management console. - Set Up Multi-Resource Scheduling for Intelligent Appointment Management
Improve care coordination by ensuring that all relevant providers and assets are available for patient appointments. Add multi-resource scheduling to the Intelligent Appointment Management console and enable related features. - Customize the Intelligent Appointment Management Home Page
A home page Omniscript included with Health Cloud gives schedulers and care coordinators access to appointment scheduling workflows and appointment guidance in one convenient location. Use the home page as is or customize the home page Omniscript and Flexcards to tailor the appointment scheduling experience to the unique needs of your organization. - Manage Time Zones During Patient Scheduling
The appointment scheduling pages include a Time Zone setting that shows the logged in user’s time zone by default. Schedulers can use this setting to select the patient's time zone instead of their own time zone. This makes it easier for schedulers to coordinate with patients and helps the patients to avoid missed appointments due to time zone confusion or errors. Schedulers can select the patient’s time zone during the initial booking and they can select a different time zone if the patient requests changes later. - Set Up Optional Intelligent Appointment Management Features
Help schedulers connect patients with the most suitable providers by showing which providers accept new patients, and which providers are assigned to a patient or were previously assigned to a patient. Create appointment guidance that walks schedulers through the steps to schedule an appointment. Use predictive analytics to find ideal appointment times. Automatically send emails when appointments are scheduled or canceled. - Enable Patients to Schedule Their Own Appointments
Many patients and plan members prefer the control and convenience of booking their appointments online rather than working through a call center. Set up an Experience Cloud site to enable patients or their caregivers to find time slots and book appointments with providers on their own, using a configurable Omnistudio flow. - Group Scheduling
Schedule a single appointment for multiple patients or attendees by using group scheduling. Support immunizations, medical appointments, and behavioral health sessions for groups through all channels to help care coordinators provide patients with exceptional care. - Waitlist Management
Reduce delays and improve access to care by sending automated appointment invitations to patients on a waitlist when appointment slots become available. Add patients to the waitlist quickly and easily, and prioritize the patients based on patient wait time. Patients can accept or decline appointment invitations from your organization’s patient self-scheduling portal. - Troubleshoot Intelligent Appointment Management Setup Issues
Save time during implementation and resolve configuration issues that come up later by running Health Cloud Troubleshooter. This diagnostic tool helps you verify that required records are set up correctly and that users have the relevant permissions. It identifies and fixes invalid data, missing data, and missing permissions. - Extend Intelligent Appointment Management Workflows by Using APIs and Invocable Actions
Use APIs and invocable actions to improve appointment management workflows helping users create, update, and cancel appointments. Customize end-to-end appointment management experiences for agents by using invocable actions to create Agentforce actions. Develop custom user experiences for patient self-scheduling workflows with public APIs. - Manage Appointments with Intelligent Appointment Management
Schedule and manage appointments with Health Cloud’s Intelligent Appointment Management console. Depending on your org's configuration, you can schedule a single resource appointment with a single provider or asset, and a multi-resource appointment with two providers or a provider and an asset. You can also schedule recurring appointments for ongoing care and multi-step appointments for an appointment series.
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