Use Contact Center for Health Cloud

Within the Contact Center, you can:

• Take calls from the member using Open CTI Integration
• Verify a caller’s identity and create engagement details
• Swiftly deploy quick actions configured by your admin
• Receive alerts for changes in records
• Track engagement activities and updates in the timeline
• Check the member’s insurance plan details and medication statement
• View and create records for the member’s health-related information

• Receive Calls from Members Through Open CTI Softphone
  Open Computer Telephony Integration (CTI) incorporates a telephony system with Salesforce, allowing you to easily answer members’ calls from your contact center.
• Verify the Member’s Identity and Capture Engagement Details in the Contact Center
  When you accept a member’s call in the Contact Center, capture the reason for the call and validate the member’s identity.
• View the Status of Engagement in the Contact Center
  See a visual representation of how a member engagement is progressing, and mark each stage as complete to move on to the next one. You can also update records in each stage.
• Track Interaction Events on the Contact Center’s Timeline
  The enhanced timeline helps you visualize interactions that occur between the member and the contact center agent or service agent. See details of topics discussed and when case records are created or updated.
• View Profile Details and Member Plan Information in the Contact Center
  If a caller has plan-related questions, you can quickly glance through their details and insurance plans, so that you can respond in real time.
• Add Medication Information to the Patient Card in the Contact Center
  Use the advanced patient card to quickly view critical information about the member’s health, including medications, health conditions, allergies, immunizations, and more. You can also create Medication Request, Health Condition, Allergy, and Immunization records right from the patient card.
• Launch a Quick Action in the Contact Center
  Deploy a pre-configured action, such as adding a patient medication or creating a program enrollment, from the Action Launcher. Simply click an action and add record details as needed.
• Review Alerts in the Contact Center
  Record Alerts provide notifications about record changes that require your immediate attention. For example, an alert for checking in with a member during their upcoming benefit enrollment window.
• Create Knowledge Articles in the Contact Center
  View, consult, and create knowledge articles, frequently asked questions, and how-to topics from the Contact Center. Configure knowledge articles and add links to important documents that provide crucial information for the contact center agent.
• Get Started with Agentforce for Provider Contact Center
  Deliver better patient experience and faster query resolution with Agentforce. Provide personalized support through instant access to medical histories, treatment plans, and real-time eligibility and benefit details, all in one interface. Improve operational efficiency and ensure data accuracy as Agentforce integrates with external EMR systems, streamlines patient registration, and creates or updates patient-related clinical and administrative data, while maintaining strict healthcare compliance.