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Healthcare 8.6 enhancements

Suggest edit Updated on September 17, 2021

In addition to the updates listed above in the Pega Customer Service 8.6 enhancements section, Pega Customer Service for Healthcare 8.6 includes the product enhancements that are described in this section.

For information about all customer service enhancements, see Pega Customer Service 8.6 enhancements.

Patient Services

One way that providers and life science organizations can improve care, increase medication adherence, and reduce costs is by delivering an outstanding customer experience that effectively informs and engages patients. It is now easier than ever for these organizations to transform their experiences with Pega Customer Service for Healthcare. The 8.6 release introduces Patient Services, an enhanced implementation experience for patient engagement contact centers.

Patient Services includes a prescriptive New Application Wizard bundle as well as purpose-built and configurable interactions, composites, and headers. When combined with existing Microjourneys that schedule and manage simple medical appointments, send reminders, and assist patients who are having difficulty with expenses, providers and life science organizations now have the assets that are needed to minimize time-to-value of patient services projects.

For more information, see Patient Services in the implementation guide.

Updated interactions

Out-of-the-box interaction workflows include additional capabilities in this release of Pega Customer Service for Healthcare. In addition to the configurable search and verification capabilities that are discussed in the Pega Customer Service 8.6 enhancements section, the interaction user interface immediately displays composites and the Add Task menu. This enables agents to perform work in appropriate scenarios for people who are not captured in a customer database such as a consumer who is inquiring about available health plans or an out-of-network provider who is requesting medical policy information.

Withdrawn and deprecated data pages

To streamline implementations and updates, redundant data pages have been withdrawn or deprecated in Pega Customer Service for Healthcare.

In 8.6, the following data pages have been withdrawn from the Pega Customer Service for Healthcare layer:

D_GetNewInteraction
Pega Customer Service for Healthcare now uses the data page with same name in the Pega Customer Service layer.
D_UserWorkbasketOutbound
Pega Customer Service for Healthcare now uses the data page with same name in the Pega Customer Service layer.
D_GetAppealsByCustomer
Pega Customer Service for Healthcare now uses the D_Practitioner_List data page in the Pega Foundation for Healthcare layer.

In 8.6, the following data pages have been deprecated:

D_PlanBenefitsList
The only reference to this data page is in a deprecated case type.
D_MemberOfferAttributeData
Pega Customer Service for Healthcare now uses the D_LookUpMemberOfferAttributeData data page.
D_GetMedicalAppointments, D_GetAppointmentsByPatient, and D_GetAppointmentsByPatientWCB
In place of these three deprecated data pages, Pega Customer Service for Healthcare now uses the D_GetAppointmentsByPatient data page.
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