You can make it easier for call center reps to complete some common tasks by setting up flows they can launch from the Health Cloud console. You can clone the template flows and customize them according to your business processes to help your call center reps handle service requests from patients and members.
Note To install the flows package, you need the Health Cloud Managed Package installed and the
Health Cloud permission set assigned.
This package provides three sample flows.
- New Appeal
- Creates a care request to reconsider a denial of care.
- Update Primary Care Physician
- Changes the member's primary care provider.
- New Card Request
- Handles a member's request for a new insurance card.
- Install the Flows Package
This optional extension package delivers three flows you can customize to help call center workers perform common tasks. - Create a Service Case Record Type
Add a health-specific record type to your service case object to store the data that your flow generates. - Create a Quick Action to Launch the Flow
Help users launch and navigate through workflows using quick actions. Quick actions enable you to perform a series of actions with just a few clicks. You can also create customized quick actions based on the specific needs of your users. Add a quick action to your interface so that users can easily launch your flows. - Launch the Flow from the Health Cloud Console
Display the action as a button on the Patient Highlights panel so your users can get to it quickly.