A CRM (Customer Relationship Manager) is a database of potential and current customers that is combined with automation tools to manage interactions and relationships.
A healthcare CRM is a database of patients that automates health care access and closes gaps in care. It optimizes service delivery for patients by orchestrating capacity for operations. It is context-aware and guides staff all the way through a simple holistic workflow whether the need is patient onboarding, imaging, pharmacy, care coordination, and more. As the result, patients receive a safe, secure, and personalized experience for every interaction with their healthcare organization.
A few dominant sales and marketing CRM companies are Microsoft Dynamics, Salesforce, and Oracle.
These platforms include sophisticated tools including AI, project management, and big data optimization to smooth specialized workflows. Such service-side automation focuses on managing the workforce and estimating throughput. Most major corporations use a service CRM alongside sales and marketing CRMs.
Names such as BMC Software, ServiceNow, Attlassian, and Zendesk are at the forefront.
Cobbling multiple tools together into a digital front door is not enough. The "front door" will lead nowhere unless the delivery of service is optimized and streamlined. Keona Care Desk is both the front door to all healthcare services and the organizer of capacity and service flow. It was built by healthcare experts for healthcare providers, and is a holistic, HIPAA compliant telehealth solution. Its tools are designed to deliver informed and insightful resolutions across all patient needs and integrates with existing EHRs, PMs, telephone systems, and more.
Providing top-quality patient access to care is the founding principle behind Care Desk. It brings automation to services such as answering patient questions, scheduling appointments, and triaging symptoms over telephone, chat, SMS, or web.
See The Ultimate Guide to improving access, revenues, and outcomes with telehealth
There are several critical healthcare issues that no other CRM software but Care Desk addresses. First, Care Desk has service delivery automation tools. For example, helping a patient schedule an appointment is a complex process; the patient doesn’t know the type of visit, available time slots, or how to code it for insurance, but the healthcare CRM does.
Second, Care Desk was not created to close deals, but to close gaps in care. It connects and coordinates everyone who delivers service. It is built around understanding and addressing both patient and organizational needs. This makes it less “pushy” than sales and marketing CRMs.
Third, Care Desk is tailored for contact centers and help queues. For example, it can walk an agent through any inbound question on a single screen.
Traditionally, in order to safely schedule a patient, the healthcare agent must:
Keona's Care Desk products can help:
Here is an example of how healthcare CRM automates patient access over the telephone.
When a call comes in, Care Desk pops open and the agent is automatically signed-in. The page is pre-populated with relevant data:
Each of these bullet points is a step your agents don't have to do!
After pulling in all relevant context from the EHR and other systems, Care Desk provides comprehensive guidance:
This means no more bouncing between 4-8 applications, or following the wrong workflow, or patient requests falling through the cracks. Easily give top-notch experience in one single, guided flow.
Agents aren’t the only ones benefiting from a holistic system. Managers benefit from:
Most health care executives don't have access to the metrics that matter. Neither do their managers. With Care Desk, have them at your fingertips at any moment's notice.
By smoothing the path for your agents, Care Desk builds a bridge to provider satisfaction and patient happiness.
A healthcare CRM makes every patient interaction personalized and supportive. It focuses on the role of the schedulers, nurses, and contact centers in addressing the following problems:
Many health care organizations use a sales and marketing CRM. As discussed earlier, this is a database that manages the relationship progression of customers along a path or “funnel.” It does this by focusing on the roles of sales, marketing, and care coordination, addressing problems like:
Sales and Marketing CRMs are critical to reputation management, community outreach, and growth. Because they have tools to automate outbound education and outreach, they are often used to connect with and guide potential patients. They are also helpful in automating patient pathways through services that have pre-defined stages. For example, a sales and marketing CRM might be used for discharge and then move a patient through a care plan, timeline, and offer education.
On the surface, an EHR is very similar; it is a database of patients and their medical records. However, its tools and automation are built to facilitate clinicians with:
Most EHRs aren’t designed to help coordinators guide patients through set stages and they they don’t have automation to facilitate non-clinical users or nurses to provide services. Even though some train their users to use the EHR software this way, it is still incredibly clunky and inefficient.
While they may believe this, the truth is that shoehorning healthcare problems into a tool designed for a different purpose is frustrating for users; modifying it is very difficult and expensive. Today, all forward-thinking systems support multiple solutions, integrations, and data exchanges.
Care Desk integrates with an incredible number of systems, including EHRs as well as sales and marketing CRMs (see Integration). It incorporates information into a single contact center flow while also allowing those systems to incorporate Keona Health capabilities into their original workflow.
Different tools, different users
Software | User |
---|---|
Electronic Health Record | for clinicians |
Practice Management | for billing |
Sales CRM | for sales |
Marketing CRM | for marketers |
Healthcare CRM | for healthcare contact centers |
Software with an intuitive interface streamlines workflow and minimizes clicks. Ironically, the better the software, the clunkier it is when used outside its intended application.
Different users means different automation*
EHR/PM | S&M CRM | Healthcare CRM | |
---|---|---|---|
Provider, in-person tasks (orders, prescriptions, etc.) |
X | ||
Automated outreach tasks (patient segmentation, automated outreach, etc.) |
X | ||
Providers, Nurses, Schedulers, Agents (Telehealth, patient access, triage, scheduling, prescriptions, etc…) | X |
*see detailed table of specific automations above
Care Desk integrates with your existing EHR, PM, CRM, telephone software, communication software and more.
Care Desk was developed with the intention of duplicating the in-person office visit experience to the digital environment.
EHR/PM | S&M CRM | Healthcare CRM | |
---|---|---|---|
Documentation | X | X | X |
Orders | X | X | |
Provider Clinical Decision Support | X | X | |
Financial Management | X | ||
Prescriptions | X | X | |
Alerts and tasks | X | X | X |
Chart outcomes | X | X | |
Meeting regulatory requirements | X | HIPAA only | HIPAA only |
Identifying opportunities | X | ||
Segmenting potential customers | X | ||
Communicating your messages based on persona | X | X | |
Distribute content to patients via multiple channels | X | X | |
Use analytics to learn which messages work best | X | ||
Guide potential customers through a journey of discovery and choice | X | ||
Manage channels and salesforce pipeline | X | ||
Identification of reason for contact | X | X | |
Knowledge management during a conversation | X | X | |
Non-clinical NLP safety check | X | ||
Nurse triage and dispositions | X | ||
Matching complicated scheduling requirements | X | ||
Managing contact and issue queues | X | X | |
Refilling prescriptions | X | X | |
Allocating resources to address patient need quickly | X | X | |
Coordinate multiple resources to address patient need | X | X | |
Delivering care advice in whatever format patient needs | X | ||
Providing health information in whatever format patient needs | X | X | |
Conducting telemedicine visits | X | ||
Communicate and coordinate with external service partners | X |
The benefits of Care Desk have been demonstrated to be substantial, encompassing safety and litigation, revenue optimization, and lower costs:
Litigation:
Revenue Optimization:
Lower Costs:
And, most important, it leads to a greater level of care for every patient.
Visit KeonaHealth.com to learn more.
Keona develops software to improve communication in the healthcare industry. The flagship product, Care Desk, is a Healthcare CRM and Telehealth platform that provides best care to patients and superior tools for those who serve them.H