Salesforce Updated Health-Cloud-Accredited-Professional Exam Questions and Answers by octavia

To enhance the user experience for call center agents in Salesforce Health Cloud, particularly on patient records, implementing specific components from the Contact Center for Health Cloud is essential.

1. Timeline:

The Timeline component provides a chronological view of all interactions and events related to a patient. This includes appointments, communications, and care activities. By presenting this information in a consolidated timeline, agents gain a comprehensive understanding of the patient's history, enabling informed and personalized interactions.

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2. Member Plan FlexCard:

The Member Plan FlexCard displays essential details about a patient's insurance plan, such as coverage information, benefits, and eligibility. This readily accessible information allows agents to address patient inquiries regarding their insurance without navigating through multiple systems, thereby improving efficiency and service quality.

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3. Record Alerts:

Record Alerts notify agents of critical changes or important information related to a patient's record. These alerts can be configured to highlight updates such as changes in contact information, care plans, or new health concerns. By receiving timely alerts, agents can proactively address issues and provide up-to-date information to patients.

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Implementing these components ensures that call center agents have a holistic view of patient information, can promptly respond to changes, and access insurance details efficiently. This integrated approach enhances patient engagement, satisfaction, and overall care coordination.

References:

Health Cloud Contact Center Enhancements

Contact Center for Health Cloud

Using External Objects is the most efficient integration pattern for managing large volumes of data, such as claims. In this scenario, the claims data resides in an external system, and fetching 10 million records annually into Salesforce is neither scalable nor cost-effective. External Objects allow Salesforce users to access the data on demand without storing it in Salesforce.

Key Features of External Objects:

Real-Time Access: Fetches claims data directly from the external system when a patient’s record is accessed.

Storage Efficiency: Avoids consuming Salesforce storage limits by not importing the data.

Flexible Integration: External data sources such as OData can be configured to integrate with Salesforce.

Why Other Options Are Incorrect:

A. Nightly Job: Importing all claims into Salesforce daily would require excessive storage and processing resources.

B. ESB Load: Loading claims into Salesforce via an ESB introduces similar storage concerns as Option A.

C. Callout on Demand: While possible, storing claims data in Salesforce after a callout defeats the purpose of on-demand integration.

References:

External Objects in Salesforce

Integrating External Data with Salesforce Connect

In Salesforce Health Cloud, to manage prior authorization requests using preconfigured record types and page layouts, the Health Cloud Care Request Extensions package must be installed. This package provides the necessary configurations for handling prior authorizations.

Steps to Install the Health Cloud Care Request Extensions Package:

Access the Package:

Obtain the installation link for the Health Cloud Care Request Extensions package from Salesforce's official resources or through the Salesforce AppExchange.

Install the Package:

Click on the installation link and log in to your Salesforce org.

Follow the installation prompts, selecting the appropriate security settings (e.g., granting access to all users).

Complete the installation process.

Verify Installation:

Navigate to Setup > Installed Packages to confirm that the Health Cloud Care Request Extensions package is listed.

Configure Record Types and Page Layouts:

After installation, the package provides preconfigured record types and page layouts for prior authorizations.

Assign these record types and layouts to the relevant user profiles to ensure accessibility.

Benefits of Installing the Health Cloud Care Request Extensions Package:

Preconfigured Components: The package includes out-of-the-box record types and page layouts tailored for managing prior authorizations, reducing the need for custom development.

Streamlined Processes: Facilitates efficient handling of prior authorization requests, improving operational workflows for payers.

Integration with Health Cloud: Ensures seamless integration with existing Health Cloud functionalities, maintaining data consistency and integrity.

By installing this package, the Salesforce administrator can expedite the implementation of prior authorization management within Health Cloud, leveraging Salesforce's pre-built solutions to meet the organization's needs effectively.

References:

Install Health Cloud Packages

Utilization Management in Health Cloud

To enable a provider to view a patient's insurance coverage, including co-pay and deductible information, prior to an appointment using the Benefit Verification component in Salesforce Health Cloud, the following steps should be taken:

Create a Named Credential to Support Authenticated Callouts (Option B):

Purpose:

Named credentials in Salesforce simplify the process of authenticating to external systems by storing the required authentication settings in a centralized location.

Implementation:

Navigate to Setup in Salesforce.

In the Quick Find box, enter "Named Credentials" and select it.

Click New Named Credential.

Enter the required details:

Label and Name: Descriptive identifiers for the credential.

URL: The endpoint of the external system (e.g., the insurance clearinghouse).

Authentication Protocol: Choose the appropriate method (e.g., OAuth 2.0, Password Authentication) based on the external system's requirements.

Provide the necessary authentication details, such as username, password, or OAuth tokens.

Save the named credential.

Benefit:

This setup allows Salesforce to perform authenticated callouts to external systems securely, ensuring that