Exploring Pre-Visit Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Pre-Visit Management

    The Pre-Visit Management application streamlines and digitizes the scheduling of procedure requests for patients, enhancing efficiency for healthcare providers. Starting with the Yokohama release, the application will be prepared for future deprecation, remaining supported but not activated on new instances. Providers are encouraged to utilize this tool to improve their workflows related to procedure requests.

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    Key Features

    • Digital Paperwork: Patients can digitally review and sign all necessary paperwork for scheduling procedures, reducing reliance on paper-based processes.
    • Guided Experience: Patient service representatives benefit from a playbook that assists in reviewing requests, verifying patient information, and managing consent tasks.
    • Workflow Integration: The application uses a data model from the Healthcare and Life Sciences Service Management Core, facilitating smooth case management.
    • Role-Specific Management: Healthcare agents and scheduling agents can efficiently manage pre-visit activities and appointment bookings from within their Workspace.

    Key Outcomes

    • Improved Patient Experience: Patients can complete to-do items through a patient portal, enhancing convenience and engagement.
    • Streamlined Processes: The Pre-Visit Management playbook guides representatives through the procedure request process, ensuring thorough and consistent handling.
    • Efficient Appointment Management: Scheduling agents can effectively manage and book appointments for procedure requests, optimizing resource allocation.

    To begin implementing the Pre-Visit Management application, refer to the guidance on configuring the application.

    Whether you're starting or expanding your implementation of the Pre-Visit Management application, consider learning more about features available to streamline and digitize the scheduling of procedure requests for your patients.

    Important:

    Starting with the Yokohama release, Pre-Visit Management is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

    For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

    Make it easy for patients to digitally review and sign all the required paperwork for procedure scheduling requests by using the Pre-Visit Management application.

    For healthcare providers with paper-based processes or multiple EMR systems, managing procedure requests including pre-authorization, approvals, and consent across teams and patients can prove expensive, time-consuming, and less efficient. As a healthcare provider, the Pre-Visit Management application enables you to provide healthcare services by efficiently managing workflows around procedure scheduling requests.

    For patient service representatives, the Pre-Visit Management playbook provides a guided experience to review procedure requests, verify patient information, identify and assign the required consent tasks and forms, and send the appropriate documentation to the patient’s insurance organization for pre-authorization.

    The Pre-Visit Management application uses the data model provided by the Healthcare and Life Sciences Service Management Core application. The procedure requests are submitted as procedure request cases and assigned to patient service representatives who can then use a guided playbook within their Workspace for closing a procedure request case.

    Pre-Visit Management workflow

    Workflow of the Pre-Visit Management application.

    In the Pre-Visit Management workflow:
    1. An administrator configures the Pre-Visit Management application.
    2. A clinician requests a procedure appointment for a patient.
    3. A healthcare agent reviews the patient's record and initiates pre-visit instructions.
    4. A patient completes digital documentation and digital consent to-do items.
    5. A healthcare agent completes pre-authorization and finalizes all pre-visit activities.
    6. A scheduling agent books appointment for patient.

    Benefits

    Pre-Visit Management provides the following benefits:

    Table 1. Pre-Visit Management benefits

    Benefits

    Key feature

    Role

    Improve the patient experience by enabling them to digitally complete all the to-do items associated with a procedure request from a patient portal with digital documentation and digital consent.

    Completing to-do items from the patient portal

    Patient

    Provide a guided experience for patient service representatives to complete procedure requests from Workspace by using the Pre-Visit Management playbook.

    Managing procedure requests in Workspace

    HCLS Agent

    Manage appointments for scheduling a procedure request within Workspace.

    Managing appointment bookings for procedure requests

    HCLS Agent

    To get started with the Pre-Visit Management application, see Configuring Pre-Visit Management.