Objective
Our goal was to implement Salesforce Agentforce for Healthcare to automate patient engagement workflows, reduce manual dependency, and centralize patient interactions on Salesforce.
This approach enabled a seamless, real-time system that supports both patients and care teams across the entire care journey.
As a result, the solution improved operational efficiency, enhanced patient experience, and ensured timely, data-driven care coordination.
Challenge Highlights
Manual Patient Intake: Front-desk processes consume significant time and resources.
Fragmented Patient Data: Patient histories and appointment details were stored across multiple systems.
Repetitive Interactions: Patients often repeated the same information at each visit, leading to poor experience.
Limited Availability: No 24×7 engagement for appointments or follow-ups outside office hours.
The Solution
- Automates Conversational Intake: Patients are guided through secure symptom intake and identity validation.
- AI-Driven Triage & Specialist Matching: Recommends appropriate specialists based on patient inputs.
- Real-Time Appointment Booking: Enables self-service scheduling without front-desk dependency.
- Context-Aware Follow-Ups: Supports prescription refills, reminders, and continuity of care.
- Salesforce Native Architecture: Ensures all interactions and records are updated in real time on Salesforce.
The Results: Impact on Process
- Reduced Administrative Load: Automated patient workflows free up staff hours.
- Improved Patient Experience: Personalized, quick onboarding and timely reminders.
- Higher Operational Efficiency: Real-time data and automation improve care coordination.
- 24×7 Accessibility: Patients can engage and book appointments any time.