Scheduling in Salesforce for Providers

Healthcare providers are looking to digitize patient access and execute service processes with a connected patient experience. When providers make

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Healthcare providers are looking to digitize patient access and execute service processes with a connected patient experience. When providers make the move to adopt Salesforce Health Cloud, one of the main functions of their end-users is scheduling new and existing patients. There are several solutions that move scheduling into Salesforce, each providing value for providers. Here are a couple of our favorite applications.


Salesforce Intelligent Appointment Management

With the Salesforce Intelligent Appointment Management console, call center agents and care coordinators can schedule appointments for patients efficiently. Set up the console to work with an electronic health record (EHR) system or the Salesforce Scheduler, which acts as the back-end database server. When a call center agent receives a patient call, they find the patient’s card and can schedule an appointment in it. The agent identifies and selects the required visit type in the console to see providers and their availability. The console sources available times from the EHR or the Salesforce Scheduler.

Why we like it:

  • Real-time feed looking at EHR data
  • Two-point collision check to make sure the appointment is still available
  • Gives the ability to cancel an appointment in Salesforce and resurface that appointment in the EHR
  • Accelerator with Mulesoft coming out soon that connects to Epic and Cerner without mapping
  • Self-service scheduling in portal, coming Winter ‘21

Radix Health DASH

DASH takes the rules frequently found in binders and post-it notes, and codifies them into a guided scheduling system standardized across your access center. Triage questions identify the right acuity, provider, or level of service. DASH even accounts for commonly identified, complex provider preferences. This means that agents can be trained faster, and any agent can support any provider. When trained, agents are more efficient on calls, which reduces hold and handle times and improves patient access.

Why we like it:

  • Real-time feed looking at EHR data
  • Triage questionnaire to lead the user to choose the correct appointment with the correct provider
  • Sequential scheduling and waitlist capabilities 
  • SMS and full communications platform included 
  • Robust support included

SUMO Scheduler

SUMO’s scheduling platform seamlessly integrates into your existing patient journey touchpoints and processes, powering conversations that result in higher conversion rates and increased patient loyalty.

Booking hundreds or thousands of patients for urgent needs or routine health services and ensuring they meet with the right provider is a time-consuming and error-prone process.  With that said, the easier it is for patients to leverage health services, the more likely they are to utilize it and remain healthy.  Letting patients self-schedule their health appointments results in:

Why we like it:

  • More timely health appointments
  • Automated pairing with the right health provider
  • Automated reminders to ensure the patient does not no-show
  • Healthier patients


Appointiv makes complex appointment scheduling a breeze with a tailored, flexible solution that is 100% powered by Salesforce. Automate manual processes and watch your work start to flow!  Appointiv is a native Salesforce app which means you simply download from the AppExchange and get started – no integration required!

Why we like it:

  • All logic and configuration is managed in Salesforce
  • Recurring appointment, overbooking, and waitlist capabilities
  • Self-service scheduling, cancellation, and rescheduling
  • Ability to set unique available times and schedules for different appointment types and locations


Allison Getty

Allison Getty is the Healthcare & Life Sciences Practice Lead at Torrent Consulting. She is 7x Salesforce certified, is a member of the Salesforce Health Cloud Advisory Board, and has worked in the healthcare space for 8 years.

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