Determining additional user profiles in Patient Support Services

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Determining Additional User Profiles in Patient Support Services

    In the Patient Support Services application, administrators can define user profiles for agent connectors and contributors involved in enrollment cases. This allows for tailored access to case-related information and tasks, enhancing the management of enrollment processes.

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    Key Features

    • Agent Connector Role: Users with this role can create, update, and close enrollment cases. Admins can assign this role to groups, enabling designated users to act as agent connectors.
    • Contributor Role: Contributors can create and read enrollment cases. Admins can similarly assign this role to groups for effective management.
    • Role Assignment: Admins can assign roles through group associations, which simplifies managing user permissions and access levels.

    Key Outcomes

    By effectively utilizing the agent connector and contributor profiles, ServiceNow customers can ensure that the right users have appropriate access to enrollment cases, which streamlines case management and improves service delivery within Patient Support Services.

    You can determine who can act as an agent connector or contributor for enrollment cases in the Patient Support Services application.

    As a user with the admin role, you can create contributor and agent connector profiles with the desired level of access to enrollment cases, case tasks, and other case-related information.

    The sn_patientservice.agent_connector and sn_patientservice.contributor roles installed with the Patient Support Services application provide the following user profiles:

    Agent connector

    An agent connector within the Patient Support Services application acts as a fulfiller who can create, update, and close enrollment cases and tasks.

    As a user with the admin role, you can determine who can act as an agent connector for the enrollment cases by assigning the sn_patientservice.agent_connector role and other agent-specific roles to a group, and then assigning the group to the user with the agent connector profile. To assign roles to a group, see Assign a role to a group.

    The following table describes the location agent profile within the Patient Support Services application scope that you can refer to as an example for combining the sn_patientservice.agent_connector role with the industry data model roles in the CSM application.

    Table 1. Example agent connector profile for Patient Support Services

    Profile

    Description

    Assigned roles

    Location agent
    Creates and fulfills enrollment cases in the agent's business location.
    Note:
    To create enrollment cases for a service organization (business location), a user with the location agent profile must be a member of the service organization and assigned the Location Consumer Agent responsibility type. The mapping of a service organization and its members is included in the Service Organization Member [sn_csm_service_organization_member] table.

    sn_patientservice.agent_connector and sn_customerservice.svc_location_consumer_agent

    Contributor

    A contributor within the Patient Support Services application acts as a requester who can create and read enrollment cases.

    As a user with the admin role, you can determine who can act as a contributor to the enrollment cases by assigning the sn_patientservice.contributor role and other contributor roles to a group, and then assigning the group to the user with the contributor profile. To assign roles to a group, see Assign a role to a group.

    The following table describes different contributor profiles within the Patient Support Services application scope that you can refer to as an example for combining the sn_patientservice.contributor role with the contributor roles in the CSM application.

    Table 2. Example contributor profiles for Patient Support Services

    Profile

    Description

    Assigned roles

    Relationship contributor
    Creates enrollment cases for only those patients with whom a relationship is established. For more information, see Create relationships.
    Note:
    To create enrollment cases for a patient, a user with the relationship contributor profile must have a relationship with the patient included in the Consumer Team Member [sn_customer_rel_consumer_to_user_list] table and the Relationship Manager responsibility type.

    sn_patientservice.contributor and sn_customerservice.relationship_contributor

    Patient contributor

    Creates enrollment cases for any patients.

    sn_patientservice.contributor and sn_customerservice.consumer_contributor

    Location contributor
    Creates enrollment cases for any patients in a particular service organization (business location) with which the user is associated as a service organization member.
    Note:
    To create enrollment cases for a service organization (business location), a user with the location contributor profile must be the member of the service organization and assigned the Location Contributor responsibility type. The mapping of a service organization and its members is included in the Service Organization Member [sn_csm_service_organization_member] table.

    sn_patientservice.contributor, sn_customerservice.service_organization_contributor, and sn_customerservice.consumer_contributor