The healthcare industry requires CRM solutions that address its unique challenges and complexities. From streamlining patient communication to managing medical records, healthcare CRM software plays a vital role in improving patient satisfaction and overall efficiency. In this article, we have handpicked the top seven healthcare CRM software options for 2023, highlighting their key features, pros and cons, and why they may be the best choice for your organization.
Let’s dive into the world of CRM for healthcare.
- Mercury Healthcare CRM: Best for Patient Engagement
- Salesforce Health Cloud: Best for Scalability
- Pega Healthcare CRM: Best for Process Automation
- Kareo CRM: Best for Medical Billing and Practice Management
- Microsoft Dynamics 365 Healthcare: Best for Integration
- Pipedrive: Best for User Friendliness
- Zoho CRM: Best for Customization
Top CRMs for Healthcare
Mercury Healthcare CRM – Best for patient engagement
Pros
Cons
Mercury Healthcare CRM offers a comprehensive patient engagement platform that provides an array of features such as appointment scheduling, patient reminders, and satisfaction surveys. These tools help healthcare providers keep track of patient interactions, reduce no-shows, and gather valuable feedback to improve their services.
Another standout feature of Mercury Healthcare CRM is its patient segmentation capabilities. This allows organizations to group patients based on demographics, medical history, and preferences, enabling targeted and personalized communications that resonate with each patient group.
Mercury does not publish pricing, but online estimates range from $66-178 user/month. The software does not offer a free trial or a free version.
Mercury Healthcare CRM earns its place as the best healthcare CRM for patient engagement due to its comprehensive suite of features designed specifically for the healthcare industry. From appointment scheduling to patient segmentation, Mercury Healthcare CRM empowers healthcare providers to deliver targeted and personalized experiences.
Mercury Healthcare CRM can operate within the bounds of HIPAA compliance, providing health systems with the necessary business intelligence and communication platform. As a Business Associate, Mercury Healthcare is required to enter into a Business Associate Agreement (BAA) with each Covered Entity from which it receives PHI. Their services, focused on promoting positive health behavior changes, don’t generally trigger additional consent or other requirements under HIPAA, as long as the client does not receive financial remuneration for relevant communications or obtains patient consent for subsidized communications. However, it’s vital to note that if a client receives compensation from a third party for communications, patient authorization is required. In such a setup, Mercury Healthcare operates strictly within HIPAA rules and guidelines to maintain PHI confidentiality.
Mercury Healthcare CRM is our top choice for healthcare organizations seeking a CRM solution that excels in patient engagement. Renowned as a trusted online resource for information on physicians and hospitals, Healthgrades has extended its prowess into the CRM sphere.
Their healthcare CRM is data-driven and insightful, offering features that aim to enhance patient experience. It employs predictive models which help streamline patient acquisition and retention, although its utility may depend on the complexity and size of your operation.
The platform also includes marketing tools, leveraging the company’s vast data resources. For instance, healthcare providers can use the ‘Star Ratings’ to understand and potentially enhance their online reputation. However, these ratings can be somewhat controversial, as they depend heavily on patient reviews, which can be subjective and may not accurately reflect the quality of care.
A key strength of Mercury Healthcare CRM is its commitment to actionable intelligence, though it might come with a steep learning curve for those unaccustomed to data-heavy platforms.
Salesforce Health Cloud – Best for scalability
Pros
Cons
Salesforce Health Cloud offers a 360-degree view of each patient, incorporating data from EHRs, insurance claims, and other sources. This comprehensive patient CRM ensures healthcare providers have access to the information they need to make informed decisions and deliver personalized care.
Health Cloud’s customizable platform allows organizations to tailor the CRM to their specific needs. With drag-and-drop tools and a wide array of pre-built components, healthcare providers can create custom workflows, patient journeys, and reports that align with their unique requirements.
Health Cloud Enterprise starts at $300 user/month (billed annually).
Health Cloud Unlimited starts at $450 user/month (billed annually).Mercury does not publish pricing, but online estimates range from $66-178 user/month. The software does not offer a free trial or a free version.
We chose Salesforce Health Cloud as the best healthcare CRM for scalability due to its robust platform and customization capabilities. Health Cloud’s interoperability capabilities stand out, allowing seamless data exchange with other EHR systems, but this could come with potential data security concerns if not properly managed.
Salesforce Health Cloud has the capability to be HIPAA compliant, offering a suite of core safeguards including continuous service monitoring for security violations, audit logging, and customizable controls for data access and visibility. However, it’s important for organizations to note that Salesforce’s Business Associate Agreement (BAA) only covers data at rest within the platform, placing the onus on the customer to secure PHI during transmission to and from the platform. Given the appropriate adjustments to security settings and the signing of a BAA, Salesforce Health Cloud can meet HIPAA standards for protecting sensitive patient data.
At its core, Health Cloud provides a 360-degree view of patient data, aiming to streamline healthcare workflows. The platform facilitates personalized patient interactions and enables real-time collaboration across teams. However, these benefits are most noticeable in larger operations, and smaller organizations may not need such extensive features.
Salesforce’s Einstein AI, integrated into Health Cloud, provides predictive insights and automated workflows, which can be powerful tools but might be overkill for less complex needs. It’s also worth noting that while Salesforce’s AI has the potential to drive efficiency, it requires careful implementation and management to avoid misuse of data.
Salesforce Health Cloud presents a comprehensive healthcare CRM solution with its powerful toolset. However, its utility may depend on the size of your operations, and the sophistication of your data management and security practices. It’s a powerhouse, but one that requires careful navigation.
Pega Healthcare CRM – Best for process automation
Pros
Cons
Pega’s healthcare CRM excels in process automation, providing tools such as intelligent workflow management and robotic process automation (RPA) that help healthcare providers automate repetitive tasks, reduce human errors, and improve overall efficiency. By automating manual processes, organizations can free up staff to focus on providing exceptional patient care.Another valuable feature of Pega Healthcare CRM is its case management capabilities. This functionality enables healthcare providers to track and manage patient cases from start to finish, ensuring that patients receive timely and appropriate care while eliminating bottlenecks and inefficiencies in the process.
Low-code Factory Edition starts at $35 user/month (500 user minimum)
Standard Edition starts at $90 user/month (500 user minimum)
Enterprise Edition requires custom pricing
We highlighted Pega Healthcare as the best option for process automation due, largely, to its suite of automation tools.
Pega Healthcare’s emphasis on automation is ingrained in its core features. The platform’s AI-driven capabilities, such as next-best-action suggestions, automated decision-making processes and personalized patient care pathways.
Pega’s Case Management feature enables automated coordination of care activities, reducing the need for manual oversight and intervention. The platform also excels in automating administrative tasks, such as patient enrollment and billing, freeing up resources for patient care.
Finally, the low-code development platform allows organizations to build and automate unique processes specific to their needs. This feature is particularly useful for complex or large-scale healthcare organizations that require tailor-made solutions.
Pega Healthcare CRM is capable of meeting HIPAA security guidelines, provided the necessary conditions are met. The company provides HIPAA-specific products that include security measures such as two-factor authentication, TLS encryption, and access restrictions. For full compliance, covered entities need to use the HIPAA edition of Pega and establish a Business Associate Agreement (BAA) with the company, which Pega appears willing to sign.
Pega’s platform is designed around patient-centric care management, aiming to improve both patient outcomes and operational efficiencies.
Pega Healthcare boasts dynamic features like AI-driven next-best-action suggestions, which guide healthcare professionals to provide personalized care. However, user reviews often highlight that these features, while innovative, may require a significant learning curve.
The CRM’s Care Management Application Suite is a standout, enabling collaboration across care teams and patients. Still, some users have pointed out that integrating this system with existing EHRs can be a bit challenging, requiring technical expertise.
One of Pega’s selling points is its adaptability. Its low-code platform can be customized to fit unique healthcare needs. Yet, the flip side of this flexibility is that it demands resources and expertise to fully leverage, which can be a hurdle for smaller organizations.
Its broad feature set and customizability are strengths, but its complexity and integration hurdles can be potential stumbling blocks. Like any potent tool, its effectiveness depends on how well it’s harnessed to your specific needs.
Kareo CRM – Best for small businesses
Pros
Cons
One of the standout features of Kareo CRM is its integrated medical billing functionality. This feature simplifies the billing process by automating claims submissions, managing payer reimbursements, and providing real-time visibility into the financial health of your practice.
In addition to its medical billing capabilities, Kareo CRM also offers comprehensive practice management tools, including appointment scheduling, patient registration, and insurance verification.
Kareo Clinical EHR plan starts at $125/month
Kareo Billing starts at $125/month
Kareo Pro + Plus, the all inclusive software starts at $199/month.
Kareo pricing will vary based on the number of users and specific needs of each business as it does offer modular options.
We chose Kareo for its affordability, ease of use, and medical billing and practice management, which offers integrated billing features and comprehensive practice management tools. Kareo CRM offers an all-in-one solution that streamlines billing, scheduling, and patient management, enabling healthcare providers to focus on delivering high-quality patient care.
Kareo CRM, in partnership with Live Compliance, has developed a comprehensive approach to HIPAA compliance, ensuring the secure handling of personal and private health information. Their program includes a central portal to manage all compliance aspects within an organization, providing a streamlined way to maintain HIPAA standards.
Kareo emerges as a compelling option for small to midsize practices. Known for its user-friendly interface and affordability, Kareo has carved a niche for itself, providing a suite of tools that streamline operations without overwhelming users.
Kareo’s platform integrates practice management, billing, and electronic health records, providing a comprehensive solution for managing patient data. This all-in-one approach is appreciated by many users, but it could be a limitation if you’re only seeking a CRM solution and already have other systems in place.
The platform’s billing features are particularly noteworthy, facilitating claims management and reducing administrative burden. However, some users have mentioned occasional glitches and slow system responses.
Kareo’s patient engagement tools, like automated appointment reminders and secure messaging, are a plus. Still, these tools are fairly standard, and you might find more advanced engagement features in specialized or larger-scale CRMs.
Kareo offers a balanced, user-friendly CRM solution that is well-suited to smaller healthcare practices. While it may lack some of the advanced features and customizability of larger systems, it provides a solid foundation for efficient patient management.
Microsoft Dynamics 365 Healthcare – Best for integration
Pros
Cons
Dynamics 365 Healthcare offers seamless integration with a wide range of Microsoft applications, including Office 365, Azure, and Power BI. This enables healthcare providers to access patient data, collaborate, and make data-driven decisions across multiple platforms, ensuring a cohesive and efficient workflow.
Another unique feature of Dynamics 365 Healthcare is its interoperability with EHR systems and other healthcare applications. By integrating patient data from various sources, Dynamics 365 Healthcare ensures healthcare providers have a comprehensive view of each patient, enabling personalized care and informed decision-making.
Prices start at $95 user/month for the Healthcare add-on, in addition to your Dynamics 365 subscription.
Microsoft Dynamics 365 Healthcare stands out as the best healthcare CRM for integration due to its ability to seamlessly connect with the Microsoft ecosystem and other healthcare applications. Microsoft Dynamics 365 Healthcare is an excellent option for healthcare organizations looking for a CRM solution that seamlessly integrates with their existing IT infrastructure. With its integration capabilities, Dynamics 365 Healthcare ensures a unified and efficient workflow.
Microsoft 365 offers HIPAA compliance for its in-scope cloud platforms and services. Microsoft acknowledges its status as a business associate under HIPAA regulations and enters into Business Associate Agreements (BAAs) with covered entity and business associate customers. While there is no specific certification approved by the Department of Health and Human Services for business associates, Microsoft states that it adheres to the Security Rule requirements of HIPAA and undergoes audits for certifications such as ISO/IEC 27001 and HITRUST CSF.
Backed by Microsoft’s extensive tech expertise, Dynamics 365 brings a highly-scalable solution to the table.
Dynamics 365 Healthcare offers a unified patient view, integrating various data points for a comprehensive understanding of the patient journey. While this is a notable strength, some users have mentioned that the system can become somewhat complex and cluttered with too many data inputs.
The platform’s AI capabilities, such as predictive care insights and patient segmentation, can be powerful tools for personalized patient care. However, these sophisticated features might be more than what’s needed for smaller healthcare organizations or those without advanced data analysis capabilities.
Dynamics 365’s integration with other Microsoft products, like Teams and Outlook, can enhance collaboration and communication within healthcare teams. Yet, this tight integration could be less beneficial if your organization relies heavily on non-Microsoft software.
Pipedrive – Best for relationship management
Pros
Cons
Essential plan pricing starts at $24 user/month, billed annually.
Advanced plan starts at $44 user/month, billed annually.
Professional plan starts at $64 user/month, billed annually.
Power plan starts at $79 user/month, billed annually.
Enterprise plan starts at $129 user/month, billed annually.
Pipedrive makes the list for its simplicity, affordability, and strong focus on relationship management. Its intuitive interface and visual sales pipeline make tracking and managing patient interactions straightforward, reducing administrative complexity, especially beneficial for smaller healthcare practices.
Pipedrive’s automation capabilities, particularly in scheduling and follow-ups, can significantly streamline administrative tasks, freeing up time for patient care. Its robust integration capabilities allow customization and functionality enhancement, making it adaptable to unique needs. While it may lack some specialized healthcare features, Pipedrive’s user-friendly, cost-effective approach offers a solid CRM foundation for practices with a strong focus on patient acquisition and retention.
Pipedrive, widely recognized for its sales-centric CRM platform, may seem like an unconventional choice for healthcare. However, its simplicity, affordability, and adaptability have found a niche in the healthcare sector, particularly for smaller organizations or practices with a significant focus on patient acquisition and retention.
At its core, Pipedrive excels in managing and tracking relationships, which can translate well into managing patient interactions. Its visual sales pipeline is a standout feature, providing a clear, intuitive view of the patient journey. Yet, for larger or more complex healthcare operations, Pipedrive may lack the depth of specialized healthcare CRM features.
Pipedrive, widely recognized for its sales-centric CRM platform, may seem like an unconventional choice for healthcare. However, its simplicity, affordability, and adaptability have found a niche in the healthcare sector, particularly for smaller organizations or practices with a significant focus on patient acquisition and retention.
At its core, Pipedrive excels in managing and tracking relationships, which can translate well into managing patient interactions. Its visual sales pipeline is a standout feature, providing a clear, intuitive view of the patient journey. Yet, for larger or more complex healthcare operations, Pipedrive may lack the depth of specialized healthcare CRM features.
Zoho CRM – Best for customization
Pros
Cons
Zia AI: Zoho’s inbuilt AI assistant, Zia, could offer predictive sales analytics and trend predictions, helping healthcare organizations to foresee patient needs, behaviors, and demands.
Omnichannel Communication: Zoho CRM facilitates communication across various channels including email, phone, live chat, and social media. This could improve patient outreach and engagement in a healthcare setting.
Process Management: The CRM’s Blueprint feature allows organizations to design and automate workflows. This could be useful in managing healthcare processes like patient onboarding, appointment scheduling, and follow-up sequences.
Standard: $24 user/month, billed annually
Professional: $44 user/month billed annually
Enterprise: $64 user/month billed annually
Ultimate: $129 user/month billed annually
Recognizing the need for bespoke solutions in the healthcare sector, we chose Zoho for its drag-and-drop customization interface, tailoring to specific patient management and appointment scheduling needs. Its Zia AI provides predictive analytics while the Blueprint feature streamlines healthcare processes. Further sweetening the deal, Zoho’s omnichannel communication ensures enhanced patient engagement. However, it does require a learning curve, making initial navigation a challenge. In sum, for a healthcare provider willing to invest in setup time, Zoho delivers a robust, tailor-made CRM experience.
Zoho has taken significant steps towards HIPAA compliance, adopting measures to secure, encrypt, and carefully handle Electronic Protected Health Information (ePHI) through its analytics platform. The company has implemented data encryption, offers multiple avenues for data portability, and has developed auditing tools to track user activities and access, all of which are key HIPAA stipulations. In addition to data security measures, Zoho provides a Business Associate Agreement (BAA) to its customers upon request.
Zoho CRM, as a healthcare tool, impresses with its ability to centralize patient data, manage communication, and automate tasks. It features robust integrations for smooth data exchange, a highly adaptable mobile app for on-the-go access, and a user-friendly interface that simplifies navigation. The CRM system also leverages advanced security measures to protect sensitive healthcare information. However, the platform demands a certain degree of tech-savviness for optimal utilization.
Finding the right healthcare CRM for you
The healthcare industry demands CRM solutions that cater to its unique needs and challenges. In this article, we have highlighted the top five healthcare CRM software options for 2023, each excelling in different areas, such as patient engagement, scalability, process automation, medical billing, and integration. By considering the specific needs of your healthcare organization, you can choose the right medical software that not only streamlines your operations but also enhances patient care and satisfaction.
Looking for the latest in CRM solutions? Check out our CRM Software Buyer’s Guide.
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How we choose our top picks
At TechnologyAdvice, we assess a wide range of factors before selecting our top choices for a given category.
To make our selections, we rely on our extensive research, product information, vendor websites, competitor research and first-hand experience. We then consider what makes a solution best for customer-specific needs.
For our Best Healthcare CRMs list, we looked at 19 options before whittling them down to the seven that cover all CRM needs for startups all the way up to enterprises.
How we choose our top picks
At TechnologyAdvice, we assess a wide range of factors before selecting our top choices for a given category.
To make our selections, we rely on our extensive research, product information, vendor websites, competitor research and first-hand experience. We then consider what makes a solution best for customer-specific needs.
For our Best Healthcare CRMs list, we looked at 19 options before whittling them down to the seven that cover all CRM needs for startups all the way up to enterprises.
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