What Can a CRM System Offer?

Customer relationship management (CRM) programs have become a significant part of healthcare marketing. Initially, large clinics, hospitals, and ASCs began using CRM systems to manage the heavy amount of patient data and information they had. Quickly after, smaller healthcare brands followed suit and recognized the potential of these systems. Not only have CRM systems simplified patient communication, but it has also streamlined operations across the board. 

The larger your practice gets, it becomes increasingly difficult to give all your patients the quality care they deserve. In this case, implementing a CRM system into your healthcare marketing strategy is absolutely necessary for growth, both internally and externally. CRM systems are capable of much more than you may realize. They ultimately have the ability to connect all aspects of your organization – from your call center to your website. 

At NewGen Marketing, we have worked with countless organizations to help them reach their goals while prioritizing organizational structure. We believe you should never compromise the quality of care, in exchange for growth. Luckily, you do not have to choose. We encourage practices to utilize a CRM system to help them manage, organize, and promote growth within their practices. Continue reading to learn more about all the ways a CRM system can help elevate your organization.

What is a CRM system?

A CRM system is used to manage administrative services within a healthcare organization. It allows for a seamless connection between a healthcare organization and its patients, suppliers, and employees. These systems utilize gathered intelligence to provide patients with a customized and unique plan for them, based on prior care, appointments, and doctor recommendations. In addition to this, a CRM system is HIPA

A-compliant, allowing organizations to use them without the worry of violating their patients’ private medical records and information. 

You may be wondering – does my practice need a CRM system? Regardless if you are a smaller practice or if you have multiple branches, a CRM system has become necessary in today’s healthcare market. In addition to simplifying internal services, a CRM system is very attractive to your patients as well since it allows them to identify and locate medical documents, data, and prescriptions/refills easier. 

The Benefits of a CRM System

1. Tools for Patients

When patients are searching for a new healthcare provider, they are beginning to ask the “what’s in it for me” question. This is amazing because it means that patients are prioritizing their healthcare and taking initiative, but it also means that smaller healthcare practices are expected to match the digital services provided by larger ones. A patient’s care should not end when they leave an appointment at your office. Ideally, your services should be available to them at the click of a button. This is the problem that a CRM system can solve. Regardless of the size of your organization, you can allow patients to access documents and request services digitally. 

2. Security and HIPAA

When managing confidential, important patient information and health records, it is important to store them in a secure system. CRM systems use data encryption and multi-factor password verification to ensure the patient’s information is secure. Most CRM systems align with HIPAA regulations, but it is important to do your research to find a system that can do everything you need and can evolve with you as your organization grows and potentially expands. 

3. More Effective Marketing Strategies

A CRM system can track your practice’s campaigns and marketing effectiveness. This can give your organization intel on what the most and least effective mediums are. For example, if your company’s email marketing is encouraging more patients to schedule follow-ups or annual exams, the CRM system can track this and give related recommendations. In addition to this, a CRM system can filter through a list of contacts and identify the most responsive ones, ensuring that your practice is approaching the most effective leads.

Most importantly, a CRM system can create a unique marketing plan based on the engagement of a specific patient. For example, if they choose to communicate through the phone, a CRM system can note this and ensure that future communications occur over the phone since this is where they are most likely to interact. A CRM system’s ability to track this information is beneficial for both the healthcare provider and the patient. 

4. Improve Call Center Operations

Whether your practice uses in-house employees or outsources calls, a CRM system can significantly improve your call center operations. This will allow your employees to see all updates regarding a patient’s treatment, including prescriptions, appointments, treatments, and other health records. With this information being accessible, it allows your call center agents to provide more specific, customized care. Your patients will appreciate this as well, as it negates the need for unnecessary appointments and follow-ups. 

How Can NewGen Marketing Help?

At NewGen Marketing, our overall goal is to simplify operations in your practice while promoting growth. We believe that with the right approach, these two goals go hand-in-hand and can be achieved together. Our team of marketing professionals is experienced in working with healthcare professionals to increase sales, smooth operations, and accommodate growth. 
NewGen proudly offers a variety of services including social media marketing, content creation, website development, call center services, and general administrative help. Contact us today to learn more.