Salesforce Service Cloud Administrator
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Job Description
Salesforce Service Cloud Administrator configuring a unified case management platform for healthcare clients. Helping integrate disconnected patient communication and operations tracking tools into Salesforce.
Responsibilities:
- Configure Salesforce Service Cloud: page layouts, record types, Lightning pages, and dynamic forms
- Build case management workflows: case queues, assignment rules, escalation rules, auto-response templates, and milestones
- Design screen flows that guide clinical staff through multi-step tasks (prior authorizations, patient referrals, medication refill escalations) with minimal training
- Create real-time dashboards and reports: open cases by status, VA workload, resolution times, escalation frequency
- Configure omni-channel routing for phone, email, portal, and SMS case intake
- Support integration with Dialpad (CTI), Tebra (EHR), Answer Connect, and other clinic systems as the platform matures
- Build knowledge base articles within Salesforce for staff SOPs and payer-specific instructions
Requirements:
- Salesforce Administrator Certification (ADM-201) — required, must be verifiable on Trailhead
- 2–4 years of hands-on Salesforce Service Cloud configuration (not just Sales Cloud)
- Strong experience with Flow Builder: screen flows, record-triggered flows, and scheduled flows
- Experience building case queues, assignment rules, escalation rules, and entitlements
- Ability to build clear, actionable Salesforce dashboards and reports
- Working English proficiency — you will interact directly with the client’s physician-owner
- Bonus Points
- Healthcare or clinic environment experience (patient workflows, HIPAA, EHR integrations)
- Platform App Builder Certification
- Experience with Dialpad CTI or telephony integrations in Salesforce
- Familiarity with Salesforce Health Cloud data model
- Experience with Tebra, athenahealth, AdvancedMD, or similar EHR platforms
Benefits:
- Competitive hourly rate (commensurate with experience and location)
- Long-term engagement with a growing healthcare operations company — this is not a one-off project
- Direct client interaction — you’re building something real for a practice that will use it daily
- Opportunity to shape the Salesforce practice within Neolytix as we expand this capability across our 270+ client base
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