Build and configure page layouts, record types, and Lightning pages in Salesforce Service Cloud
Create case management workflows: case creation from inbound channels, assignment rules, escalation rules, and auto-response templates
Design screen flows for guided task completion (e.g., prior authorization workflow, patient referral workflow, medication refill escalation)
Build dashboards and reports for real-time visibility: open cases by status, average resolution time, VA workload distribution, escalation frequency
Configure case queues and routing rules so cases route to the right VA or escalate to the physician automatically
Attend and contribute to integrator kickoff meeting (May 5) with requirements and configuration recommendations
Support integration touchpoints: Dialpad CTI connector for Salesforce, Answer Connect call data ingestion, Tebra patient data sync
Build patient-facing case submission workflows (portal or form-based)
Configure omni-channel routing for multi-channel case intake (phone, email, portal, SMS)
Create knowledge base articles within Salesforce for VA reference (SOPs, payer-specific instructions, medication lists)
Refine automation based on operational data: auto-close rules, SLA enforcement, performance-based routing
Support Health Cloud migration if client moves from Service Cloud to Health Cloud data model
Build workflows for remote patient monitoring, substance abuse treatment compliance tracking, and multi-provider scheduling

Salesforce Administrator Certification (ADM-201) — verified on Trailhead
2–4 years hands-on Salesforce Service Cloud configuration (not just Sales Cloud)
Demonstrated experience building screen flows, record-triggered flows, and scheduled flows in Flow Builder
Experience with case management: queues, assignment rules, escalation rules, milestones, and entitlements
Ability to build Lightning pages, page layouts, record types, and dynamic forms
Experience building Salesforce reports and dashboards with real-time operational metrics
Working English proficiency (this role involves direct interaction with the client’s physician-owner and technical lead)

Salesforce Service Cloud Administrator – US Healthcare

Key skills