By
In a 2023 Harris poll, 60% of patients surveyed graded the U.S. healthcare system “C” or below. While most of those surveyed were satisfied with their providers and the care they received, today’s patients expect more from their patient experience. They don’t want to navigate never-ending phone trees, fill out repetitive paperwork, waste time deciphering complex medical bills, or face delays to receive the healthcare they need.
Patients want a seamless healthcare journey—much like what they’ve experienced with successful retailers. However, within healthcare, that’s been easier said than done. Often, these friction points can be attributed to outdated systems and operational silos. Creating a more seamless patient experience requires a tool that can bring the scattered pieces of healthcare administration together. It’s just what Agentforce for Health was made for.
Agentforce for Health is an AI-powered platform built on the Salesforce Health Cloud. By automating and personalizing key touchpoints, Agentforce for Health can smooth the way for enhancing the patient experience, while freeing up staff to focus on improving patient care.
Related Article: Healthcare Payers Unlock AI with Salesforce Data Cloud
Next-generation AI Arrives at Healthcare
Agentforce represents the latest in the rapid evolution of artificial intelligence—agentic AI. Going beyond predictive AI and generative AI, agentic AI not only makes predictions and generates content, but it can also take autonomous actions, learn from feedback, and adapt.
Agentforce for Health brings together a library of pre-built AI agent skills and actions made especially for healthcare. It enables stakeholders from across the industry (including providers, payers, public health, and the life sciences) to build AI agents that can automate tasks, such as:
- Answer inquiries and perform eligibility checks with insurers
- Build quotes based on coverage details, and obtain patient approvals for the suggested services and quotes
- Transform lab reports into cases, and intelligently classifies incoming cases into categories — confirmed, suspected and probable
By building on the Health Cloud and Life Sciences Cloud, Agentforce for Health enables organizations to optimize their existing Salesforce investments, including data models, referral and care program workflows and turnkey APIs. Because it’s powered by the Data Cloud and Atlas Reasoning Engine, Agentforce for Health can pull data from across a healthcare organization, such as its website, electronic health records (EHR), or scientific publications, to reason and act in real time. Most importantly, Agentforce AI agents can provide proactive 24/7 support in a safe and compliant manner because Agentforce operates on the Salesforce HIPAA-ready Platform.
Related Article: Agentforce Consultants Optimize Salesforce AI Solutions
Kayla’s Case: Anatomy of an Agentforce-Enhanced Patient Journey
At every step of the patient journey, Agentforce for Health can help organizations provide a smoother, less stressful, more satisfying, and more cost-effective experience for patients, providers, and payers. Take the case of Kayla, an imaginary patient whose patient journey we’ll follow to see how Agentforce for Health can elevate her patient experience.
Before Kayla’s Visit
Kayla has an ongoing condition that requires regular visits to her provider. To ensure she doesn’t miss important follow-ups, Agentforce sends her a reminder to schedule her next appointment.
During her chat with the Agentforce AI agent, Kayla mentioned that she had switched jobs and wondered if her new insurance covered the upcoming visit. Without missing a beat, the AI agent updated her records, checked her insurance eligibility and confirmed she was covered. Next, the AI agent offered several appointment options. Kayla chose the time that was most convenient for her and her next appointment was scheduled—all within a few minutes.
Insight: From checking insurance eligibility to scheduling appointments and updating records, Agentforce for Health simplifies repetitive administrative tasks, saving time and paperwork. In fact, a Salesforce study found that AI agents can reduce paperwork by 30 percent.
During Kayla’s Visit
Before sitting down with Kayla, the provider accessed a complete summary of her medical history, pulled together by the AI agent, which can combine data from electronic health records (EHRs), patient interactions and other sources. The AI agent alerted the clinician to a potential health issue, which the clinician discussed with Kayla during her appointment.
Through Agentforce, the provider and office staff could share estimated costs and financial assistance options, so Kayla had a better understanding of her treatment options.
Insight: Agentforce for Health enables clinicians and their staff to better coordinate care and simplify what were once complicated workflows, allowing for an increased focus on empathetic, one-on-one care.
After Kayla’s Visit
Even after Kayla leaves her in-office visit, Agentforce AI agents keep working to provide her with ongoing personalized support. To help her stay on track with her care regimen, AI agents send her tailored emails, texts and portal messages. She’s received educational materials about her care plan and reminders for prescription refills and her next appointment. All of this helps Kayla adhere to her prescribed treatment—and feel confident that her care team is looking out for her.
Insight: By sending automated reminders, Agentforce for Health can help ensure patients stick with their prescribed care plans to help improve health outcomes. For example, if a patient with diabetes hasn’t reported their bloodwork, an AI agent can send an automatic notification to the provider’s office. In fact, Precina Health is using Agentforce to improve its level of care, particularly with patients who have type 2 diabetes.
Humanizing the Patient Experience
At the heart, healthcare is about improving the lives of patients. However, between the long waits on hold, the piles of paperwork, and potential delays in care, healthcare’s purpose can often get lost.
By automating repetitive administrative tasks, anticipating areas for action, providing broad, real-time insights, and providing personalized, ongoing patient support, Agentforce for Health can create a simpler, less stressful patient experience. It’s an experience that frees clinicians and staff to focus more on the patient, so they’re able to provide more care with the human touch.
Reach out to one of our Agentforce experts today to see how you can transform and elevate your patient experiences.
