In addition to the updates listed above in the Pega Customer Service 8.7 enhancements section, Pega Customer Service for Healthcare 8.7 includes the product enhancements that are described in this section.
For information about all customer service enhancements, see Pega Customer Service 8.7 enhancements.
Authorization Inquiry Microjourney
Update PCP and Find Provider Microjourneys
Pega CME and DX API-compliant healthcare Microjourneys
Pega Customer Service™ Case Management Edition (CME) offers a customer service solution when you have not licensed the desktop. Clients can use modified out-of-the-box case types or modify existing case types and embed them into an external desktop or self-service portal. In version 8.7, Pega Customer Service for Healthcare includes the Claims Inquiry and Patient Assistance DX API-compliant healthcare Microjourneys™. The Microjourneys highlight case management features such as the data model, automation, duplicate check, policies, process logic, business conditions, validations, SLAs, integration, notifications, processing and approvals, security, and audit trail. Clients can extend these Microjourneys as needed.
For more information about the design methodologies, see Configuring your Pega Customer Service implementation application for Case Management Edition.
For Microjourney-specific information, see the following Wiki articles:
New prospect search group
In Pega Customer Service for Healthcare 8.7, a new search group, used in interactions, was added for sales prospects. which allows agents to search for provider organizations or individual practitioners. Contact centers can use this feature for agents who take calls from non-customers as well as customers.
For more information about configuring search fields, adding search views, and configuring search groups, see Customer search.