How are patients and sensitive information added and secured?

To ensure patient data is kept secure and HIPAA-compliant, Patient CRM uses the Patient Attribute object.

The fundamental principle of the Patient Attribute object is to separate a patient’s Protected Health Information (PHI) from their general account details. The Patient Attribute record serves as a secure repository for PHI, keeping it distinct from the standard Account record.

To streamline the patient creation process, when a patient is created in Patient CRM, the system automatically generates the Account and Patient Attribute record, establishing a link between them. This dual-record structure ensures sensitive data is protected while maintaining a complete picture of the patient.

Patients are typically created in Patient CRM using patient intake forms submitted by their healthcare professional (HCP). Submitted intake forms are listed in Patient CRM’s case inbox for processing.

Similar to Service Center, Patient CRM integrates with Amazon Connect and Genesys Cloud Contact Center as a Service (CCaaS) application. This allows users to process patient intakes, view patient details, and oversee Patient Journeys.

To create a patient in Patient CRM:

1. Navigate to Patient Center > Case Inbox.

2. Select a Case Inbox item and select Begin Intake.

3. Select +Create Case.

4. Populate the required Create Patient fields, and select Create Patient.

5. Populate the Patient Journey field with the appropriate Patient Journey, and select Create Patient Journey.

6. Populate the Communication Consent and Patient Insurance fields, optionally.

7. Select Complete Intake & View Patient Journey.