Viewing patient information for an enrollment case in Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Viewing patient information for an enrollment case in Workspace

    In the Zurich release of ServiceNow, Workspace provides a comprehensive 360-degree view of patient information to facilitate efficient handling of enrollment cases. This centralized Patient Information tab allows users to access critical patient details anytime within an enrollment case. Administrators can customize this view using UI Builder, but the default layout offers a wide range of patient data for quick reference.

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    Important: Starting with the Yokohama release, the Patient Support Services feature is being prepared for deprecation. It will not be activated on new instances but will continue to be supported on existing ones.

    Key Features

    • Personal Details: Includes patient name, date of birth, SSN, contact information, and home address.
    • Insurance Details: Displays member number, effective dates, RxBin, RxGroup, group number, RxPCN, and subscriber name.
    • Household Members: Lists household members linked to the patient, with clickable names to view relationship details.
    • Health Conditions, Medications, Allergies, Immunizations: Shows counts for each category, with clickable links to detailed lists.
    • Cases Overview: Donut chart visualizing enrollment cases by status, enabling quick access to case lists by status.
    • Claims Overview: Donut chart displaying claims by status, with clickable slices to review claim details.
    • Recent Interactions and Appointments: Lists interactions and appointments related to the patient, with clickable items for details.
    • Enrolled Programs and Prescriptions: Displays programs the patient is enrolled in and prescribed medications, with links to more information.
    • Record Information Panel: Provides a contextual overview of the patient record, case timeline, and SLA time remaining for the enrollment case.

    Benefits for ServiceNow Customers

    This integrated patient view empowers ServiceNow users to efficiently manage enrollment cases by having all relevant patient data readily accessible within Workspace. It simplifies navigation between patient details, case statuses, claims, and interactions, improving case handling speed and accuracy. Customization options via UI Builder allow tailoring the interface to specific organizational needs, enhancing user experience and operational efficiency.

    With the 360-degree view of a patient in Workspace, you can access the patient details anytime for completing enrollment cases.

    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.

    The Patient information tab in Workspace provides several details about a patient enabling 360-degree view of the patient. The tab is displayed on the Workspace for enrollment cases.
    Note:
    Your administrator can configure the Workspace to modify the patient information by using UI Builder. This topic discusses the default view for the patient information. For information about UI Builder, see UI Builder.
    Table 1. Patient information displayed for an enrollment case

    Details

    Description

    Personal details

    Personal details of the patient including the name, date of birth, social security number (SSN), home phone number, email ID, and home address.

    Insurance details

    Insurance details of the patient including the member number, effective from date, RxBin number, RxGroup number, group number, effective to date, RxPCN number, and subscriber name.

    Household members

    Members of the household associated with the patient.

    Click the member name or responsibility to view the household member relationship details with the patient.

    Conditions

    Number of health conditions observed in the patient.

    Click the number to view a list of conditions associated with the patient.

    Medications

    Number of medications taken by the patient.

    Click the number to view a list of medications associated with the patient.

    Allergies

    Number of allergies observed in the patient.

    Click the number to view a list of allergies associated with the patient.

    Immunizations

    Number of vaccines administered for the patient.

    Click the number to view a list of immunizations associated with the patient.

    Cases overview

    Donut chart displaying enrollment cases associated with the patient by status.

    Click a status slice to view a list of cases in that status.

    Claims overview

    Donut chart displaying claims associated with the patient by status.

    Click a status slice to view a list of claims in that status.

    Recent interactions

    List of interactions that have been created for the patient.

    Click an interaction number to view more details about the interaction.

    Appointments

    List of appointments scheduled for the patient.

    Click an appointment number to view more details about the appointment.

    Enrolled Programs

    List of programs a patient is enrolled into and the enrollment date.

    Click a program name to view more details about the program.

    Prescriptions

    List of medication products prescribed for the patient.

    Click a medication product to view more details about the product.

    Record Information

    Contextual side panel used for viewing an overview of a patient record, the case timeline, and the time remaining out of the total SLA time associated with the enrollment case.