Salesforce Service Cloud Administrator

Role Overview

• Configure Salesforce Service Cloud: page layouts, record types, Lightning pages, and dynamic forms
• Build case management workflows: case queues, assignment rules, escalation rules, auto-response templates, and milestones
• Design screen flows that guide clinical staff through multi-step tasks (prior authorizations, patient referrals, medication refill escalations) with minimal training
• Create real-time dashboards and reports: open cases by status, VA workload, resolution times, escalation frequency
• Configure omni-channel routing for phone, email, portal, and SMS case intake
• Support integration with Dialpad (CTI), Tebra (EHR), Answer Connect, and other clinic systems as the platform matures
• Build knowledge base articles within Salesforce for staff SOPs and payer-specific instructions

Requirements

• Salesforce Administrator Certification (ADM-201) — required, must be verifiable on Trailhead
• 2–4 years of hands-on Salesforce Service Cloud configuration (not just Sales Cloud)
• Strong experience with Flow Builder: screen flows, record-triggered flows, and scheduled flows
• Experience building case queues, assignment rules, escalation rules, and entitlements
• Ability to build clear, actionable Salesforce dashboards and reports
• Working English proficiency — you will interact directly with the client’s physician-owner
• Bonus Points
• Healthcare or clinic environment experience (patient workflows, HIPAA, EHR integrations)
• Platform App Builder Certification
• Experience with Dialpad CTI or telephony integrations in Salesforce
• Familiarity with Salesforce Health Cloud data model
• Experience with Tebra, athenahealth, AdvancedMD, or similar EHR platforms

Tech Stack

• Cloud

Benefits

• Competitive hourly rate (commensurate with experience and location)
• Long-term engagement with a growing healthcare operations company — this is not a one-off project
• Direct client interaction — you’re building something real for a practice that will use it daily
• Opportunity to shape the Salesforce practice within Neolytix as we expand this capability across our 270+ client base