Salesforce Service Cloud Administrator / Configurator- US Healthcare

1. Role Overview 

2. Client Context 

Lukner Clinic is a physician-run primary care and substance abuse treatment practice in the US. The clinic currently operates with fragmented tools across patient communications (Dialpad, Answer Connect, Gmail), clinical systems (Tebra EHR), and internal tracking (spreadsheets, Slack). The physician-owner and his technical lead (Troy) are building out Salesforce Service Cloud as a unified case management and patient operations platform. 

The client has engaged an external Salesforce integrator for initial architecture. Neolytix manages the clinic’s virtual assistant (VA) operations and is positioning to become the ongoing Salesforce build-out partner, replacing the external integrator over time. 

Key Pain Points: Messages missed across 7+ tools; no real-time visibility into case backlog; VAs unable to follow complex multi-step workflows (e.g., prior authorizations) without guidance; end-of-day spreadsheet tracking instead of real-time dashboards; high training ramp time for new VAs due to tool sprawl. 

3. Responsibilities 

Phase 1 — Foundation (Months 1–2) 

• 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 

Phase 2 — Integration & Expansion (Months 3–4) 

• 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) 

Phase 3 — Optimization (Months 5+) 

• 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 

4. Requirements 

Must Have 

• 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) 

Strongly Preferred 

• Healthcare or clinic environment experience — familiarity with patient workflows, HIPAA considerations, EHR integration patterns 

• Platform App Builder Certification 

• Experience with Dialpad CTI or similar telephony integration in Salesforce 

• Familiarity with omni-channel routing configuration 

• Experience with Salesforce-to-EHR data synchronization (Tebra, athenahealth, AdvancedMD, or similar) 

Nice to Have 

• Exposure to Salesforce Health Cloud data model (Person Account, Care Plan, Patient objects) 

• Familiarity with Cover My Meds or prior authorization workflows in a clinical setting 

• Experience with AppExchange packages for healthcare (Cadalys CareIQ, Health Cloud accelerators)