Salesforce Service Cloud Administrator / Configurator- US Healthcare

Neolytix

1d•Remote

About The Position

Lukner Clinic, a US-based primary care and substance abuse treatment practice, is seeking a Salesforce Service Cloud Administrator/Configurator to build out Salesforce Service Cloud as a unified case management and patient operations platform. The clinic currently uses fragmented tools for patient communications, clinical systems, and internal tracking. This role will involve configuring Salesforce Service Cloud to improve case management, provide real-time visibility into the backlog, guide VAs through complex workflows, and replace end-of-day spreadsheet tracking with real-time dashboards. The position is initially part-time (20 hrs/week) with the potential to scale to full-time, and is a remote contract role.

Requirements

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)

Nice To Haves

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)
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)

Responsibilities

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 with requirements and configuration recommendations.
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).
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.