Salesforce Health Cloud, engineered for outcomes.
CRMPRACTICE builds Health Cloud as a HIPAA-aligned, FHIR-native operating platform — unifying patient, member, provider and care team on one governed graph, with Agentforce for Health baked in.
Health Cloud is Salesforce's clinical operating layer.
Health Cloud extends the Salesforce core with a healthcare data model — Patient / Member, CareProgram, CarePlan, ClinicalEncounter, Coverage, HealthcareProvider — aligned to FHIR R4 and paired with Shield, Consent and industry sharing controls.
Combined with Data Cloud's FHIR connector, MuleSoft's Accelerator for Healthcare and Agentforce for Health, it becomes the connective tissue between the EHR, the payer platform, the contact centre, the field and the patient's phone.
Six pillars, one governed platform.
Patient & Member 360
A longitudinal record unifying demographics, coverage, conditions, encounters, medications, care team and social determinants — sourced from EHRs, payer systems and Data Cloud into a single governed profile.
Care Management
Care plans, problems, goals and interventions with assessments, risk stratification and Home Health / Remote Patient Monitoring wired to task queues, care teams and utilisation review.
Provider & Network Management
Provider search, credentialing, network adequacy, referral management and PRM — with FHIR-aligned Practitioner, Organization and Location resources kept in sync with credentialing systems.
Payer Operations
Member services, benefits & enrolment, utilisation management, appeals & grievances, and prior authorisation orchestrated on Health Cloud with Service Cloud Voice and Agentforce assist.
Agentforce for Health
Grounded, HIPAA-aligned agents for patient scheduling, benefits enquiry, prior-auth intake, discharge follow-up and clinical summarisation — built on the Salesforce Trust Layer with full audit.
Life Sciences Adjacencies
Native handshake with Life Sciences Cloud for HCP engagement, patient services hubs, clinical trial management and MSL workflows — sharing identity, consent and the Data Cloud graph.
The Health Cloud stack, tier by tier.
Objects we standardise on, from day one.
Every field maps to a FHIR resource where one exists — so interoperability is by design, not by workaround.
Account (Person)
Patient / Member as a Person Account with Individual for consent, contact points and preferences.
HealthcareProvider
Practitioner and Organization records aligned to FHIR Practitioner / Organization.
CareProgram / CareProgramEnrollee
Programme definition, enrolment, cohorts, eligibility and outcomes tracking.
CarePlan / CarePlanProblem / CarePlanGoal / CarePlanActivity
Structured plan of care aligned to FHIR CarePlan, Condition, Goal.
ClinicalEncounter / ClinicalCase
Visits, admissions and case management wrapper for cross-team collaboration.
Medication / MedicationStatement / MedicationRequest
Reconciled meds surfaced from EHR via FHIR.
Observation / Condition / Procedure / AllergyIntolerance
Clinical facts, ingested through Data Cloud FHIR connectors and streamed to Health Cloud.
Coverage / CoverageBenefit / PriorAuthorization
Payer-side benefits, eligibility and utilisation review.
Task / OmniChannel / Voice Call
Care team work, member service interactions and Voice transcripts unified in one timeline.
EHR, payer and device — connected the right way.
EHR integration (Epic, Cerner/Oracle Health, Meditech, Athenahealth)
Bi-directional integration via MuleSoft Accelerator for Healthcare using HL7 v2 (ADT, ORU, SIU) and FHIR R4 (Patient, Encounter, Observation, MedicationRequest, DocumentReference). Bulk FHIR $export for cohort loads into Data Cloud.
Payer & claims platforms
Facets, HealthEdge, QNXT and TriZetto connected through MuleSoft System APIs — 837/835/270/271/278 X12 transactions mapped to Coverage, Claim and PriorAuthorization objects.
Interoperability & CDS Hooks
SMART on FHIR launch, CDS Hooks and Bulk FHIR export/import aligned to ONC and CMS Interoperability rules (USCDI, TEFCA-ready).
Remote Patient Monitoring & wearables
Device streams (Validic, Apple Health, Fitbit, connected BP/glucose) ingested to Data Cloud, mapped to FHIR Observation and evaluated by Flow / Agent triggers for exception-based care.
Contact centre & voice
Service Cloud Voice with Amazon Connect / Genesys for member services; real-time transcription, Agent Assist and after-call summarisation via Einstein GPT and Agentforce.
Data Cloud clinical zone
FHIR-native ingestion, patient identity resolution across payer/provider identifiers, calculated insights for risk stratification and activation into Health Cloud, Marketing Cloud and downstream analytics.
Where Health Cloud pays back — provider, payer, life sciences.
Provider — Population health & risk stratification
Cohort build in Data Cloud, risk scoring, outreach orchestration through Care Programs, closed-loop referrals and quality-measure tracking (HEDIS / CMS Stars).
Provider — Access centre & scheduling
Unified access centre with intelligent triage, protocol-based scheduling, Agentforce for symptom intake and downstream Epic/Cerner slot booking via FHIR Appointment.
Payer — Utilisation management & prior auth
Prior auth intake (portal / fax OCR / Agentforce), clinical review workqueues, medical policy grounding and 278 response back to the provider EHR.
Payer — Member services & appeals
Voice + digital omnichannel on Health Cloud, benefits explanation, complaint & appeal workflows with SLA governance and CMS reporting.
MedTech & Life Sciences — Patient support programs
Copay & hub services, adherence programs, HCP interactions and patient consent — with Marketing Cloud journeys tied to CarePlanActivity outcomes.
Home Health & Post-acute
Field Service for visiting clinicians, offline mobile assessments, RPM-driven interventions and readmission-risk scoring surfaced on the care team timeline.
Five grounded agents we deploy first.
Every agent is scoped to a clinical or administrative topic, grounded in Health Cloud + Data Cloud, and governed by the Trust Layer with a full audit trail.
Patient Access Agent
Grounded scheduling, insurance verification, pre-visit intake and reminders. Actions: EHR slot search (FHIR Appointment), eligibility (270/271), consent capture.
Benefits & Coverage Agent
Explains coverage, out-of-pocket estimates and network status; hands off warm to a human on complex questions with full context.
Prior-Authorisation Intake Agent
Reads referral packet, extracts clinical evidence, maps to medical policy, drafts submission and routes to a reviewer with an explainability trail.
Care Team Copilot
Summarises the patient timeline, suggests next-best care plan interventions, drafts care notes, and creates tasks — every action logged for audit.
Discharge & Follow-up Agent
Post-discharge check-ins, medication reconciliation prompts, RPM anomaly triage and escalation to the care coordinator when thresholds are breached.
Security and consent, engineered in.
- 01HIPAA-aligned build on Salesforce Health Cloud with signed BAA.
- 02Salesforce Shield: Platform Encryption, Event Monitoring, Field Audit Trail across PHI fields.
- 03Consent & Authorization model (Individual + Consent Management) governing every downstream use, including AI grounding.
- 04Agentforce Trust Layer: zero data retention with LLM providers, PII masking, toxicity & prompt-injection defence, audit trail per agent action.
- 05Regional data residency (Hyperforce), role-based access (Care Team + Sharing Rules), and break-glass logging.
- 06ONC / CMS Interoperability & Patient Access Rule alignment: USCDI, Bulk FHIR, Provider Directory API.
How CRMPRACTICE delivers Health Cloud.
Discover — Clinical & operating diagnostic
Two-week diagnostic across clinical workflows, EHR/payer landscape, PHI data flows, consent posture and prioritised use cases. Output: Health Cloud target-state blueprint, risk register and a phased roadmap signed by a Principal Architect.
Design — Reference architecture & data model
FHIR-aligned data model, MuleSoft Accelerator API contracts, Data Cloud clinical zone, identity & consent flows, Shield encryption scheme and Agentforce topic/action catalogue.
Deliver — Pods per capability
Parallel pods: (1) Patient/Member 360 & Care Management, (2) EHR/Payer integration on MuleSoft, (3) Agentforce for Health, (4) Voice + Digital Engagement, (5) Trust, Consent & Shield. Trunk-based delivery, clinical UAT and PHI-safe test data.
Evolve — Managed care platform
SRE-style ownership, agent evals with clinical SMEs, care programme experimentation, quality-measure dashboards and quarterly value reviews tied to STAR/HEDIS, LOS, denial rate and cost-to-serve.
What sits under the hood.
What we refuse to ship.
- 01Storing PHI in custom objects outside the Health Cloud data model — you lose sharing, consent and audit primitives.
- 02Point-to-point EHR integrations without MuleSoft — every new use case rebuilds the same plumbing.
- 03Bolting on generic chatbots instead of Agentforce with grounding, consent and Trust Layer.
- 04Sending PHI to third-party LLMs directly, bypassing the Trust Layer and BAA boundary.
- 05Ignoring identity resolution — duplicate patient/member records silently break every KPI.
- 06Treating Data Cloud as an analytics sink instead of the clinical activation layer.
Ready to modernise your Health Cloud programme?
Two-week diagnostic led by a Principal Architect. Clinical SMEs, reference blueprints and a signed roadmap before any build.
Book a Health Cloud workshop