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CRM for Healthcare Industry - Cheena Shekhawat - ContactCenterWorld.com Blog

CRM for Healthcare Industry

The health industry is enormous and increasingly competitive. The rise of consumer-driven health-care and the increased consumer demand for accurate and timely customer service processes have forced health care organizations to focus on Customer Relationship Management –CRM systems and technologies to streamline processes and increase customer satisfaction. A healthcare organization need to be able to offer its patients the latest medical technological advancements and operational improvements. This would drive the healthcare institute on the path of patient-enabling profitability. As such, the healthcare industry is not insulated from the changing trends. Healthcare firms work on the principle of providing better customer services. This depends on how they manage the relationship with their customers, i.e. the patients in order to build trust and facilitate greater patient involvement in decision making.


Like every other industry, hospitals also need to engage in fierce competition between one another to gain patient attention. The main expectations of the patients are quality service at a time of their choosing and the safeguarding of their privacy rights by the hospitals and other healthcare establishments. People are becoming more aware of the various treatment options available and at the same timeless loyal to their current healthcare providers. They are more likely to take second opinions and switch providers in case of unsatisfactory service. In order to cope up with such developments, hospitals are resorting to targeting marketing by developing customer outreach databases and moving away from mass advertising. 
 
A healthcare CRM solution can become a centralized healthcare hub data to manage different data streams. This includes communications, analytics, and other passive patient interactions. This helps healthcare institutes to create an actively engaged consumer base involved a partnership with healthcare professionals
Delivering healthcare services is no longer a single discipline job, multiple parties are now involved. As with any setup involving multiple team members, the biggest challenge faced is information access and synchronized planning. In a healthcare institution, usually, a patient intake team passes on the patient to the treatment team, who in turn pass the patient on for post-treatment management and recovery. Such a setup depends on effective communication and information flow in order to deliver the best care possible to the patient.
 
In the healthcare industry, a CRM system allows you to manage patients and their health information efficiently. Similar to the CRM systems for sales, there are standard modules in healthcare CRM.
 
Communication module – This has features that help schedule, initiate and track interactions that the hospital or clinic has had with patients. You also have the option to schedule and confirm appointments, as well as set reminders.
Task management module – Allows your staff to add tasks, assign those tasks, view and update the tasks, and tracks the progress of each task up to completion.
 
Report module –Allows you to customize and generate numerous reports, such as campaign ROI report or the average number of patient no-shows report.
 
Patient management module –Allows your employees to add and update patient records, segment patients according to their conditions and effectively interact and communicate with patients.
 
Using CRM in healthcare increases effective patient outreach and improves efficiencies through automated workflows across multiple parties. Coordination is effectively improved making it possible to be cost-effective without compromising the quality of healthcare delivered to the patient.
 
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Publish Date: November 6, 2019 3:45 AM

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