Adobe Population Health provides healthcare solutions to more than 400,000 people, blending medical care with support for social needs to improve both health and overall wellbeing.
Balancing clinician efficiency, holistic support, and compliance required more streamlined workflows.
Adobe Population Health is transforming healthcare by combining virtual and in-home services to address both medical needs and the social factors impacting wellbeing. Serving more than 400,000 members, many from underserved communities, Adobe Population Health forms comprehensive care teams to provide holistic support tailored to each individual's needs. They go beyond traditional care by connecting people with essential resources like food, housing assistance, and home modifications, such as wheelchair ramps. With a mission "to positively impact the lives we touch," Adobe Population Health aims to improve health outcomes for the members they serve.
Providing this level of holistic care requires seamless coordination of member information. But with medical histories spread across multiple systems, clinicians spent valuable time summarizing charts and searching for key details, slowing their ability to serve members efficiently. To understand each member’s needs, they relied on Agentforce Health for electronic medical records (EMRs), Tableau for claims, and Health Exchange, a centralized platform for member data in most states. Constantly switching between these systems made it difficult for clinicians to gain a full view of each member’s health. Adobe Population Health recognized that the time clinicians spent piecing together member histories across different systems could be better spent on meaningful, face-to-face interactions.
Beyond managing data, staying compliant with healthcare regulations added another layer of complexity. Manually tracking nurse-to-member ratios often meant digging through spreadsheets to confirm proper coverage. Similarly, coding risk adjustments required cross-referencing evolving guidelines with patient records — another time-consuming task that took focus away from patient care.
By simplifying their processes and streamlining workflows, Adobe Population Health is working to make life easier for both clinicians and members.
Agentforce saves clinicians 375 hours weekly by reasoning across health systems to find answer instantly.
The Agentforce 360 Platform is transforming how Adobe Population Health supports its clinicians and improves member care. Preparing for member visits is a time-intensive process, as clinicians must confirm the latest updates, such as recent hospital stays or new medications. For example, before a nurse practitioner visits a member at home, they need to verify key medical details, like a diabetes diagnosis through past records. This process typically requires digging through multiple systems and charts, taking up to 15–20 minutes per member.
Agentforce makes it easier for clinicians to access and work with member data by automating tasks like creating care summaries. Within Agentforce, clinicians use the low-code Prompt Builder to create personalized Prompt Templates. These templates pull data from platforms like Health Cloud and patient portals and databases via MuleSoft, while Flow Builder automates retrieval. Agentforce then uses the Prompt Templates to generate up-to-date, easy-to-read care summaries that include medical histories, claims, and social factors like housing or access to community resources. This all happens in seconds, providing clinicians with a holistic view of a member’s health for more personalized, effective care.
“Agentforce saves our clinicians 375 hours per week by automating the creation of member care summaries, drawing from member activity and medication history,” said Alex Waddell, Adobe Population Health’s Chief Information Officer.
This time savings isn’t just about efficiency — it’s about creating space for meaningful connections with members. For many members, especially those who are homebound, these visits can be one of the few opportunities for personal interaction. The extra time allows clinicians to listen and educate — or simply chat, building trust and improving member wellbeing. “We’re supposed to care, not just collect health data,” said Waddell. “So those stories and personal moments, the things that truly make a difference, shouldn’t get lost in the process.”
Agentforce also helps with care planning and making sure members are accurately coded for the right level of care. For example, when in-home teams identify that a member qualifies for the Special Needs Program or needs additional medical support, Agentforce updates the care plan to improve access to medications, doctors, and affordable prescriptions.
This saves time and improves care. Nurses now spend 75% less time on manual charting, freeing up more than 27,000 hours a year across the team, a time savings worth $1,068,000 annually. That extra 15 minutes saved per visit might mean seeing another member, having an in-depth conversation about diabetes management, or simply being fully present for someone who has no one else. For members, these moments of connection can be the difference between feeling like another number in a system and feeling truly cared for as a human being.
Prompt Builder saved our clinicians 375 hours per week by automating the creation of member care summaries, drawing from member activity and medication history.
Alex WaddellChief Information Officer, Adobe Population Health
Built-in access controls and encryption keep member data secure and in compliance.
When it comes to healthcare data, privacy and compliance are top priorities. Adobe Population Health addresses this by using the Trust Layer to safeguard member information while ensuring compliance with industry regulations.
“Adobe Population Health is uniquely positioned to lead in this space, thanks to a decade of innovation on the Salesforce Platform,” said Waddell.
The Trust Layer helps keep sensitive data safe by encrypting all member information and using strict access controls so only authorized people can see it. Adobe Population Health also has a zero-retention policy, meaning data is anonymized to protect member identities while still allowing for valuable insights to be drawn for better care. For example, when a member’s health data is processed for risk adjustment or care planning, the Trust Layer ensures that only the necessary information — like medical history or recent diagnoses — is used, while sensitive details like social security numbers or personal identifiers remain secure. This way, as member data flows through various systems, only the relevant information is accessed for AI and machine learning processes.
With a decade of Salesforce innovation, Adobe Population Health is tackling healthcare's toughest challenges. By using Agentforce, we're meeting regulatory demands, maximizing efficiency, and doing more with less.
Alex WaddellChief Information Officer, Adobe Population Health
Agentforce will ensure members get the right care at the right time with seamless scheduling and personalized education.
In the future, Adobe Population Health will use Agentforce to proactively help members with scheduling and personalized care. For example, if a member needs immediate follow-up after a diabetes screening, they can interact with Agentforce instead of calling and waiting on hold. Agentforce will automatically propose available appointment times, offer rescheduling, and even send reminders — all tailored to the member’s specific needs. This streamlined approach ensures members get the care they need, faster and with less hassle.
Agentforce will also track health tasks like screenings and vaccinations, providing proactive reminders and offering to schedule appointments directly. Adobe Population Health hopes that these reminders will make it easier for their members to get regular preventive care, which will help them stay healthier overall.
Agentforce will help provide personalized education, like tips for managing diabetes, based on each member’s specific health needs. By analyzing member questionnaire responses, Agentforce can suggest relevant knowledge articles from the database for clinicians to share during calls or visits. It can even trigger educational brochures to be mailed, ensuring members have accessible resources to support their care journey. If the conversation requires human intervention — from complex issues to emotional support — Agentforce will seamlessly escalate the case to a healthcare professional.
“Once we found out a member was in hospice and hadn't seen her kid in 10 years. We located her son and his family, flew them in, and she got to see them all the day before she died … it was incredible,” said Waddell. “That’s the type of stuff we want to focus our time on doing. Let Agentforce support you where it can and get down to helping people, because that's what we're here to do.”
Salesforce empowers Adobe Population Health with a limitless workforce. Unlike other solutions, Salesforce offers a deeply unified platform that boosts operational efficiency while safeguarding member data through the Trust Layer’s advanced encryption. By integrating Salesforce Health Cloud and MuleSoft, Adobe Population Health unifies fragmented data across systems, giving clinicians instant access to accurate, real-time member information.
With Agentforce reasoning across Adobe Population Health’s unified data and apps, their clinicians now spend more time delivering care and less time navigating systems, ultimately driving better outcomes for their 400,000 members.
