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Patient Service Center Architecture

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Patient Service Center is an extensible solution that allows Healthcare service representatives to engage with patients through chat and monitor automatic conversations using the Microsoft Azure Health Bot service. Patient Service Center enhances patient experiences through personalized and secure virtual health engagements with patient guidance and embedded insights for the service representative.

Patient Service Center is built on the capabilities of Common Data Model, Dynamics 365 Customer Service, Digital Messaging add-in for Dynamics 365 Customer Service, and Microsoft Power Platform. To set up the solution, you will use Microsoft Cloud Solution Center, which creates a Dataverse environment as part of the Microsoft Power Platform and deploys the Patient Service Center application within Dynamics 365 as well as sample data and codeable concepts, if selected.

You can extend the core capabilities of Patient Service Center by deploying and configuring additional services such as Microsoft Power Pages, Azure Health Bot, Dynamics 365 Customer Voice, and Microsoft Teams.

Architecture

The following architecture diagram depicts the Patient Service Center solution components and integrations.

A diagram showing the solution components of the patient service center application and its integrations.

Key capabilities for Patient Service Center include:

  • Patient conversation monitoring: An ongoing conversations dashboard provides information on the conversations that are handled by the agents and integrated bots.
  • Agent scripts: Use provider-specific agent scripts to address patient issues.
  • Effectiveness monitoring: Conversation intelligence provides insights for service center managers on agent performance.
  • Follow-up: Send follow-up surveys on patient satisfaction, reminders on appointments, and more.
  • Appointment scheduling: Schedule or reschedule appointments during conversations with patients.
  • Teams Calling: Direct Conversation with the Patient to discuss availability or get details etc.

This article will discuss the component layers which compose the Patient Service Center solution architecture.

Security

After proper license assignment and environment access is granted to each user, you will need to assign extra built-in security roles to users, owner teams, or Microsoft Entra group teams for each user to access and operate the application.

For Patient Service Center access, these roles include the following:

  • Basic User
  • Customer Service Representative
  • Omnichannel agent/supervisor/administrator
  • Healthcare User or Healthcare Non-Clinical User
  • Sync admin for FHIR Healthcare User (when using the Data integration toolkit or any of its components)

For access to specific features, additional roles may need to be applied, including the following:

  • Productivity tools user/administrator
  • Knowledge manager, customer service manager, or customer service representative

For more information about these additional security roles, see assign roles for Omnichannel for Customer Service and create and manage knowledge articles.

For information on authentication for the patient access portal, see an overview of authentication in Power Pages.

For security information on Azure Health Bot, see security and privacy.

User Interface

Patient Service Center is a model-driven patient service application that builds on Dynamics 365 Customer Service and Dynamics 365 Omnichannel for Customer Service by adding healthcare-specific capabilities. The model-driven app comes with pre-built workflows that assist patient appointment scheduling and satisfaction surveys and can be further customized with templates, agent scripts, knowledge articles, macros, and more.

Integrations with other products and services can further enhance the features of Patient Service Center, including Power Pages and Azure Health Bot. Connect Patient Service Center to the Patient access portal built on Power Pages to create a direct channel for your patients. Configure Microsoft Azure Health Bot to automate conversations directly in the portal and escalate patient conversations to patient service representatives.

Patient Service Center leverages the UI components of Omnichannel for Customer Service. Once a patient conversation escalates through the Azure Health Bot to a patient service representative, the Patient Service Center application will display the unified patient view between the collapsible productivity pane and Azure Health Bot conversation history, with embedded insights and actions to help the representative properly assist the patient.

Analytics

Patient Service Center comes with ready-to-use extensible Power BI dashboards that provide information about key performance indicators (KPIs) for organizations and their patient service representative conversations. Learn more about Customer Service dashboards, Omnichannel for Customer Service dashboards and the Omnichannel real-time analytics dashboard.

See also

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