Exploring Patient Support Services

Whether you're starting or expanding your implementation of the Patient Support Services application, consider learning more about features available to streamline the onboarding, education, and engagement processes for your patients.

Patient Support Services overview

Important:

Starting with the Yokohama release, Patient Support Services is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

For patients, make onboarding easy for any therapy and promote adherence for better health outcomes.

For healthcare organizations, overcome the hurdles faced by patients when starting a therapy by removing financial barriers to improve access and streamlining onboarding to get patients started on the therapy faster.

For care coordinators, the Patient Support Services playbook provides a guided experience to review enrollment requests. They can verify the patient information, review enrollment details, identify and assign the required consent tasks and forms, and send the appropriate documentation to the patient’s insurance organization for pre-authorization.

The Patient Support Services application uses the data model provided by the Healthcare and Life Sciences Service Management Core application. The enrollment requests are submitted as enrollment cases and assigned to patient service agents acting as care coordinators who can then use a guided playbook within their Workspace for fulfilling tasks within the patient support program and closing an enrollment case.

Patient Support Services workflow

In the Patient Support Services workflow:

1. An administrator configures the Patient Support Services application.
2. A clinician recommends patient support programs.
3. A contributor enrolls in the recommended programs.
4. A healthcare agent facilitates program scheduling and sends patient necessary documentation.
5. A nurse educator conducts patient support services and then updates system.

Benefits

Patient Support Services provides the following benefits:

Table 1. Patient Support Services benefits

Benefit	Key feature	Role
Manage enrollment requests and complete to-do items, such as training tasks.	Manage enrollment requests in Workspace	Care Coordinator
Book appointments for support programs and complete to-do items assigned to you as a patient.	Complete to-do items for Patient Support Services	Patient
Book appointments for enrollment training requests.	Booking appointments for Patient Support Services	Care Coordinator

To get started with the Patient Support Services application, see Configuring Patient Support Services.