Patient access and front-office process design with Patient and Member Services
Key Takeaway
Build patient access from Patient and Member Services features: verify identity before sharing sensitive information, check coverage at scheduling and again at the visit, and use multi-step scheduling for fixed visit sequences.
Patient and Member Services is a set of Agentforce Health features for patient access work: confirming who a caller is, checking insurance coverage, and booking appointments. Bringing the parts of care together on one platform personalizes patient interactions. A complete view of each patient or member informs tailored interventions. Automated tools verify benefits, schedule appointments, and manage visit tasks, so patients get care faster and stay more engaged.
Features to choose from
Salesforce recommends four core features to start with. Other features fit specific business needs. The add-ons in this table are examples.
| Feature | Type | What it does |
|---|---|---|
| Contact center | Recommended core feature | Digitizes customer service processes |
| Intelligent Appointment Management | Recommended core feature | Schedules and manages appointments |
| Identity Verification | Recommended core feature | Protects personal health information |
| Referral Management | Recommended core feature | Supports and manages provider referrals |
| Benefits Verification | Specific business need | Finds available coverage |
| Crisis Support Center Management | Specific business need | Lets you respond quickly to a crisis |
| Intelligent Document Automation | Specific business need | Simplifies document management |
| MuleSoft Accelerator for Healthcare | Add-on | Connects systems |
| CRM Analytics Prediction | Add-on | Reduces patient no-shows |
| Omnistudio | Add-on | Automates processes |