Wilco Source assessed the client’s requirements and customized Salesforce Health Cloud to capture different stakeholder details including HCP (Healthcare Provider), HCS (Healthcare Setting), Patient, Pharmacy and AR (Authorized Representative) for the HCS. To meet requirements of 21 CFR Part 11, a Salesforce object specific audit trail was enabled for all fields. The contact center application was integrated with zPaper for incoming and outgoing fax communications. zPaper allowed the agents to view faxes as images in Salesforce and enabled them to easily attach these forms/documents to the stakeholder records.
Standard Health Cloud data repositories were used to capture stakeholder information and cases were created on and associated to stakeholder records to manage their enrollments, inbound and outbound communications and other stakeholder services. The application was used to distinguish enrollment cases, re-enrollment cases, safety event cases, service cases and fulfillment requests. Dynamic lightning forms would appear based on the unique combination of stakeholder, service type and indication. The application handled complex validation rules and managed task queues for agents. Automated follow-up tasks were created based on the logic defined in task schedules.
As per REMS requirements, Salesforce application tracked every single status change including the date of change and who made the change. The application was integrated to a data warehouse to track these changes for every single field. Enrollment summary data was accessible to the users through historical snapshots. Over 80+ outbound communications were configured to send out from the application automatically or manually upon user request. The application was integrated with third-party databases to validate NCPDP, NPI, SLN and DEA identifiers.