Health Cloud
built for care, not just CRM.
— Care, claims, and trials. One record.
Maria Reyes
DOB 03/14/1962 · MRN 4801920
RISK SCORE
High 82
CARE PLAN
CHF · Active
LAST VISIT
12 days ago
CARE TEAM
4 members
OPEN CARE TASKS
Cardiology follow-up
Due in 4d
Medication reconciliation
#TASK-2841
BP reading log review
14 readings
Discharge call to family
Today
Overview
What is Salesforce Health Cloud?
Health Cloud is Salesforce's purpose-built CRM for healthcare and life sciences organisations. Built on the core Salesforce platform, it extends standard CRM with clinical data models, patient relationship management, care coordination tools, and interoperability frameworks designed specifically for regulated healthcare environments.
It connects data from EHRs, medical devices, insurance systems, and patient engagement channels into a unified patient profile, giving care teams, case managers, and administrators a complete longitudinal view of every individual they serve.
Health Cloud doesn't replace your clinical systems. It makes everyone who touches a patient work from the same picture.
— Capabilities
What Health Cloud actually does.
Different shape per industry. Pick the persona that owns the program.
Patient 360
EHR clinical data, appointments, meds, labs, SDoH in one timeline. No tab-switching, no duplicate chart.
Care Plans
Template-driven plans with goals, interventions, and pathways. Auto-assign tasks by care team role and geography.
Utilization Management
Prior auth workflows, medical necessity criteria, concurrent review. Decision audit trail per case.
Provider Network
Credentialing, affiliations, contracting, panel status. Referral routing against real-time availability.
Risk Stratification
ML-based risk scoring on claims, clinical, and behavioral data. Surfaces the rising-risk cohort before admission.
Intelligent Doc Automation
Scans clinical documents, extracts coded data, routes to the right object. ICD-10 and SNOMED auto-suggest.
FHIR, mapped to real Salesforce objects.
Health Cloud's clinical data model aligns to FHIR resources. Click any pair to see how it lands.
Standards in. Records out.
Health Cloud uses the HealthCloud6A__ namespace and ships with objects that mirror FHIR resources. Your interface engine maps clinical payloads to these objects without custom intermediaries. CCDA, HL7v2, and FHIR R4 land in the same target model.
This matters for two reasons. Your EHR team already speaks FHIR. Your CRM team can read the data without learning a new vocabulary.
Eight mappings worth knowing.
Click a row on the right.
— Unified Record
Six sources. One view that care teams trust.
Patient or member depending on your business. The unification logic does not change.
Why it matters.
Care managers waste 22 minutes per case stitching context across systems. Most of that is pulling claims, EHR notes, refill history, and patient self-report into one frame.
Health Cloud collapses the stitching. Data Cloud handles identity resolution. The clinical model handles structured payloads. Personalization handles the engagement signal. Result: one timeline, one risk score, one set of next-best actions.
22 min
avg context-build per case before
3 min
after, on a working unified record
Profile
Epic EHR
FHIR R4
Claims
X12 837/835
Pharmacy
NCPDP / Surescripts
Wearables
HealthKit / Fit
SDoH
Third-party feeds
PROs
Patient forms
Epic EHR
FHIR R4
Claims
X12 837/835
Pharmacy
NCPDP / Surescripts
Profile
Wearables
HealthKit / Fit
SDoH
Third-party feeds
PROs
Patient forms
— EHR Integration
Read your EHR. Write back, when you should.
Eight EHRs, eight integration shapes. We name the ones we have shipped, not the ones we recognise.
Epic
FHIR R4 · HL7v2
Oracle Health
FHIR R4 · CCDA
athenahealth
athenaNet API · FHIR
Meditech Expanse
FHIR R4 · HL7v2
Veradigm
dbMotion · FHIR
NextGen
FHIR · NextGen API
eClinicalWorks
FHIR · eCW APIs
Greenway Intergy
FHIR · custom
— Care Management
From risk score to closed care gap.
Six stations. Click any one to see the under-the-hood mechanics.
Station 01 · Stratify
Risk model finds the patient.
Predictive scoring runs nightly on claims, clinical encounters, lab trends, pharmacy adherence, and SDoH signals. Outputs a composite risk score with SDoH flags. Surfaces the cohort by care manager workload capacity, not just score rank.
INPUT
Claims · EHR · Rx · SDoH
MODEL
Einstein Risk Score v2
OUTPUT
Risk band: HIGH (82/100)
FLAGS
CHF · Non-adherent · Isolated
ACTION
Auto-enroll: Complex CM queue
— Agentforce for Health
Six agents that finish healthcare work.
Autonomous, grounded in your clinical and claims data, governed by Einstein Trust Layer. PHI never leaves your perimeter.
Patient Service Agent
Appointment scheduling, refill requests, billing inquiries, benefit lookups. Deflects 60 percent of contact center volume.
Prior Auth Agent
Reads referral packets, checks medical necessity criteria, drafts authorization decision with rationale. Human approves.
Clinical Summarization
Pre-visit summary from EHR notes, labs, meds. Five-minute prep replaces fifteen-minute chart review.
Care Gap Closure
Identifies missing screenings and immunizations, drafts member outreach across SMS, email, voice. Care manager reviews.
Appeals Drafting
Reads denial reasoning, pulls supporting clinical evidence, drafts appeal letter aligned to payer policy. Cuts appeal cycle in half.
Patient Support Agent
Pharma patient services. Enrollment status, copay assist eligibility, adherence prompts, AE intake. Compliant by design.
— Who It Fits
Six org shapes we have shipped Health Cloud into.
If your shape is not here, the integration pattern probably still applies. Send us your stack and we will say so.
Hospitals & Health Systems
Patient access, care coordination, transitions of care, population health. Sits beside Epic or Cerner without replacing it.
Health Plans
Commercial, Medicare Advantage, Medicaid managed care. Member services, care management, UM, network management.
Pharma & Biotech
HCP and HCO engagement, MSL workflows, patient support programs, clinical trial recruitment, AE capture.
MedTech & Devices
Surgical case coordination, rep visit management, IDN account planning, asset tracking, complaint handling.
Home Health & Hospice
Visit scheduling, route optimization, OASIS documentation, care plan adherence, family communications.
FQHCs & ACOs
Risk-bearing entity workflows, attribution, quality measure tracking, value-based care reporting.
— What We Deliver
Three engagement shapes.
Eighteen Health Cloud services.
Pick the shape that matches where you are. Each shape has its own delivery rhythm and pricing model.
— Compliance Architecture
PHI, locked down. Auditable end to end.
Every Health Cloud build we ship gets the same security baseline. Configurable upward, not downward.
Salesforce Shield, deployed.
Platform Encryption on PHI fields with bring-your-own-key option. Event Monitoring streamed to your SIEM. Field Audit Trail with ten-year retention on critical objects.
Default Control Posture
— Integration Surface
Health Cloud talks to the rest of your stack.
Eight categories beyond EHRs. Most builds touch four. We have shipped each one named below.
Claims & Clearinghouses
Pharmacy & PBM
Identity & Access
Telehealth
Analytics & Data
Payments & Billing
Engagement & Comms
HIE & Interop
— How We Deliver
Six phases. PHI handled at every step.
Healthcare delivery looks like other CRM delivery, except every phase has a compliance gate.
Phase 01
Discover
Data classification. PHI inventory. BAA execution. Risk register opened.
Phase 02
Design
Object model. Role and permission matrix. Encryption strategy. De-id strategy.
Phase 03
Build
Synthetic PHI in sandboxes. Iteration sprints. Interface engine wiring.
Phase 04
Validate
HIPAA control testing. Pen test. UAT with clinical users. Audit log review.
Phase 05
Cutover
Parallel EHR sync. Data load with provenance. Trained super-users. Hypercare.
Phase 06
Operate
PHI-aware support. SLA-bound. Quarterly compliance reviews. Roadmap evolves.
— Migration Paths
Coming from somewhere else? We have done it.
Each migration has a different data shape and risk profile. We name what we have shipped.
Life Sciences commercial migration
HCP, HCO, accounts, calls, samples. Multichannel cycle plans rebuilt on Salesforce. Veeva Vault stays for regulated content. Six-month standard timeline.
Cross-platform CRM migration
Common Data Model to FHIR-mapped Salesforce objects. Power Apps replaced with Lightning. Most clients move because Health Cloud's clinical depth is wider.
Within-Salesforce upgrade
Pre-Industries Health Cloud orgs need an object model upgrade. We map the legacy model to the current one without breaking automation. Phased over 12 weeks.
Off legacy systems
Homegrown provider or payer CRMs with brittle EHR feeds. We rebuild the integration layer first, decommission second. Reduces cutover risk meaningfully.
— FAQ
Frequently asked questions
Healthcare-specific questions, answered honestly.