Lead-to-patient conversion and lead-based referral tracking
Key Takeaway
Use the Individual Record Type Mapper to specify which lead record types convert to patients. For referrals, use the Clinical Service Request object instead of leads and opportunities.
A Lead record represents a person who has shown interest, for example by making an inquiry or requesting an appointment, but who isn't yet a patient. Agentforce Health can convert those leads into patient records. An older managed package feature, lead-based referral tracking, also used leads and opportunities to track referrals, but the Clinical Service Request object now replaces that approach for referral management. So when you read a customer design, treat patient conversion and referral management as two separate decisions.
Leads before conversion
If staff aren't sure whether someone is already a patient, they should enter the person as a lead, then qualify and convert the person later.
Agentforce Health adds custom fields to the Lead object that capture patient information before conversion, such as the person's medical record number and the name of their care coordinator.