CRM is customer relationship management. And there are a LOT of options available on the market for companies across industry segments. But medical and healthcare businesses have very specialized requirements and may be better served by selecting specialized CRM for the healthcare industry.
There are many great general CRM products on the market and some offer native features that support the healthcare industry requirements while other requirements can be managed by utilizing a third-party application as a plug-in or through creative customization. Some of the leading general CRM products that healthcare and medical companies might consider are listed below.
Keep in mind that there are probably several hundred general CRM products available and sorting through them will take a lot of time and focus. It’s best to work with a CRM expert like our friends at Trellispoint who specialize in CRM and can help you evaluate solutions paying special attention to features, platform, customization, integration, and industry requirements.
And then there you have the specialized CRM products known as Healthcare Relationship Management. Within this broad segment you will find two types of CRM products (and sometimes a single product can support both models). These are CRM for staying in contact and managing relationships with patients, the other is for a healthcare organization manage relationships with referring organizations.
There are three ways that HRM differs from traditional CRM. These are:
Contact Records: Traditional CRM applications associate a contact to a single account or company but this is often not the case in healthcare where a patient or even a physician can be associated to many different accounts (healthcare and medical organizations).
Integrations: Generic CRM systems rarely offer integration to specialized electronics health records (EHR) or laboratory information management systems (LIMS) or medical billing applications which include data that is critical to managing healthcare relationships with patients and providers. However, many specialized HRM applications maintain integrations to the top EHR and LIMS products on the market.
Confidentiality: Some general CRM applications can comply with HIPAA requirements natively or through plug-ins or customizations but this can take a lot of work. HRM systems by design support HIPAA requirements without modification.
A few leading HRM providers are listed below but there are many others out on the market. Talk to your EHR and LIMS providers for recommendations on which CRM products they recommend that integrate to their applications or consult a CRM expert to assist with your search for the right application.
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