Doctor CRM | Beginner’s Guide to Healthcare CRM Software

doctor crm

Table Of Contents

What is Medical CRM Software?

Medical customer relationship management software, also known as healthcare CRM software, is a comprehensive cloud-based solution. With medical CRM solutions, healthcare providers can effectively record their patient’s journey right from when they enroll to the end of their lifecycle at a hospital.

CRM is an agency management application that helps the healthcare industry manage patient information. With an effective CRM system, healthcare professionals can automate daily tasks, manage social media, keep track of all KPIs, manage patient data, and a lot more.

With CRM solutions, commercial service businesses can dominate the market and stay ahead of their competition. It makes handling the workload easy. CRM systems are not just any management systems; they are empowered with Artificial Intelligence (AI). Artificial Intelligence does almost all the work by itself. You are good to go as long as the input parameters are set up.

What are the Features of a Good CRM?

Robust CRM software tools help hospitals and medical businesses in gaining new patients by escalating patient experience and enhancing their reach on social media platforms, developing a personal- bond with patients, automating tasks, saving time, increasing productivity, and so much more.

The key features of an effective healthcare CRM system are as follows:

  • Reports and Dashboard: A robust patient relationship management software provides customized reports and statistics on patient data. It helps a medical business improve its medical practices as per customer needs and wants.
  • Patient Acquisition: Powerful CRM services help commercial service businesses dominate the market. It allows hospitals and medical companies to invite new customers by effectively communicating business information to potential patients.
  • Cloud-Based Practice Management: Most CRM systems are cloud-based applications. The data recorded by a CRM solution is saved on a secure cloud platform, which can be accessed from different platforms remotely. Businesses with branches can also facilitate data entry tasks from different locations.
  • Regulatory Compliance: HIPAA compliant systems ensure data security and privacy of patient data according to the rules laid down by the authorities. It puts limitations on hospitals, pharmacies, etc., to disclose and protect patient information. Therefore, a CRM system needs to be HIPAA compliant.
  • External Integrations: External integrations of a CRM solution can provide enhanced, intuitive solutions to users as they can streamline business intelligence, automate the marketing process, preparation of reports, etc. CRM platforms can be integrated with accounting software, social media platforms, etc.
  • Patient Management: CRM applications help hospitals keep an electronic health record of patients to facilitate enhanced practice management. It allows convenient patient segmentation based on age, problem, etc. Powerful patient management empowers care and enables doctors to build solid business-customer relationships.

Why Do You Need Healthcare CRM System?

Healthcare CRM software has multiple uses and benefits. It can add invaluable value to a healthcare business by maintaining up-to-date patient information, collecting beneficial insights, and much more. The following listed are the top benefits of using effective healthcare CRM software.

Enhanced Customer Experience

Healthcare CRM keeps track of all the patient information, including appointment reminders, check-ups, follow-ups, medications, etc. Patients can access all their data by logging in to CRM’s centralized platform. These systems are set up to enhance the patient experience.

Once patient satisfaction is attained, it becomes easier to maintain patient relationships. As all the data is tracked, patient care becomes more productive. A patient can schedule an appointment, book slots for tests, receive test results via email, book consultations, and have their prescriptions filled or refilled with just a few clicks.

The customer feedback can also be easily implemented into the system. New patients tend to love it when they receive personalized responses from their healthcare service providers.

Organize Patient Records

Patient data such as medical records, missed appointments, appointment scheduling, medical history, health insurance portability, etc., can be easily tracked to ensure data safety. Otherwise, it might lead to double medications and scheduling unnecessary procedures.

A healthcare CRM is perfectly capable of tracking patient history and maintaining electronic health records. It keeps a record of all the patient visits in the hospital and all the data exchanged during visits. These records come in handy in case of emergencies.

For example, if a patient requires urgent blood or medications, the hospital record can prevent time loss and unnecessary complications to the patient.

Optimize Administrative Tasks

A healthcare CRM is more than a patient management system. Along with patient satisfaction, it helps managers in completing administrative tasks. CRM also helps pharmacists and chemists keep track of medicines, stock, etc.

Medicines close to expiry dates can be segregated and given out first. It helps users to dispose of expired medicines, medical equipment, etc. Also, machinery can undergo timely maintenance.

With the help of effective CRM software, sufficient staff can be made available in a healthcare organization at all times. Schedules for doctors, nurses, technicians, accountants, etc., can be smartly created. It can also facilitate segmenting of patients based on the urgency of treatment. All these administrative tasks are complex for humans to comply with.

Seamless Compilation of Reports

A healthcare CRM helps managers in the compilation of reports. Manual tracking of expenditure for large-scale organizations is quite challenging. Using CRM software keeps very little margin for error. With CRM, healthcare managers can keep a check on expenditure, funding, earnings, salaries, dues, bills, etc.

CRM software can help you identify where the money is being used efficiently and where it is not. It allows reallocation of resources from excessively funded units to insufficiently financed units.

A flexible CRM tracks medical histories & patient details and collects patient feedback. This data can be used to improve the customer experience within the organization.

Team Management

Healthcare practices need fast and simple management facilities. A need for personnel, medication, or instrument can arise at any moment. Effective team management ensures that enough staff is available in the organization.

The CRM records leaves, vacations, holiday cycles of all the employees. Moreover, patient demographics help segment patients by simplifying the scheduling process.

Medication Management

Electronic health data keeps track of patient medications and can send reminders to take their medicines on time. Such medical data help more and more patients have a seamless experience. Team and medication management might not seem monumental, but it plays an important role in enhancing the overall patient experience.

Effortless Communication

HIPAA compliant communication with patients and potential patients is possible through a healthcare CRM. Communication is essential for patient retention and patient engagement. CRM solutions can set up a patient portal to communicate with their healthcare providers in a secure manner.

Some patients prefer to book an online appointment so that they don’t have to contact many people at the hospital. This has extensively been used ever since the COVID-19 pandemic. Communications can be conducted in an end-to-end encryption mode through CRM prescribed channels.

Patient communications can be established by sending an email blast once in a while, sending birthday cards to the patients, reminders for annual check-ups, recruitment emails, referrals, etc.

Improved Marketing Automation

Modern healthcare organizations strive for higher patient engagement. They use several marketing tools for patient acquisition and improved patient communication. A healthcare CRM can enable marketing automation by integrating all the social media platforms under a single roof. It can set up Key Performance Indicators (KPIs) to learn which touchpoints bring in the most engagement. It also helps set up new touchpoints according to the necessity of that organization.

Marketing is very important to look for prospective patients. Gen Z and millennials most commonly look on social media for healthcare recommendations. It has become vital to establish a social media presence and do online marketing to succeed. And the healthcare industry is not an exception to that.

Social Media

Automated marketing helps target an audience that responds the most to the content you are feeding. CRMs also keep track of content that goes online through any of your organization’s media accounts, including Facebook, Instagram, Twitter, LinkedIn, Quora, etc.

How to Choose the Best Doctor CRM on the Internet?

Everyone wants the best healthcare CRM software in the healthcare industry. Multiple web-based sales CRM systems are available, but choosing the correct one for your organization is always tricky.

You can consider the following aspects before choosing the best healthcare CRM software for your organization:

  • The best doctor CRM should be HIPAA compliant and should adhere to medical professionals and the patient confidentiality & accountability act.
  • It should have an appropriate learning curve. A hard-to-navigate CRM does not bode well as intelligent medical software.
  • Integrating a CRM into your system is a difficult task. Sometimes it takes even months to integrate all your systems into the CRM. Choosing a CRM that is easy to integrate is your best option.
  • The most crucial aspect to consider is the price. The CRM should be affordable and have low maintenance rates.

Wrapping Up

Every physician in the healthcare industry wishes they have healthcare CRM software. It makes administration so much easier. It can empower the business and at the same time maintain the quality of service provided.

Nowadays, mobile apps can also operate a CRM solution. A medical practice can significantly benefit from the features that a CRM offers. The time and money invested in a CRM are always well paid off. It is worth every penny. The AI tools provided by a CRM make up for any shortcomings in the system. It is an ideal investment for any healthcare practice.

Click here to schedule an appointment for hiring world-class healthcare CRM services with Turnkey Mate.

Healthcare CRM | An Integral Part Of Your Medical Business

The healthcare industry is in a state of flux. It has been for a few years now. Ever-changing regulations and the push towards value-based care already had caregivers scrambling to adapt their practices to the industry’s newer, digital-driven, experience-centric avatar.

The COVID pandemic struck out of nowhere and further, accelerated the shift Healthcare was going through – bringing patient experience at par with global standards.

Healthcare CRM enables you to enhance the overall experience for both your existing patients and potential ones while also streamlining the internal processes of your healthcare organization like admin, sales, and resource management.

This enables you to engage your patients better by personalizing communication and delivering the experience they demand from their healthcare providers. The CRM solution also treats patient data with the utmost security.

Let’s dive deeper into how a healthcare CRM can help your practice and how you should go about choosing the right solution for your organization.

What is a Healthcare CRM?

Patient experience is fast becoming the leading industry driver for CRM adoption. Studies showing that the global healthcare CRM market will reach $26.35 billion by 2027 reflect this trend.

Healthcare Customer Relationship Management system is essentially a comprehensive and integrated suite of tools that uses data and analytics, coupled with patient engagement best practices, to improve the entire caregiving experience for both patients and providers. Providers today have no shortage of patient data. There’s probably more data available than anyone knows what to do with!

But merely having access to data does not automatically create valuable insights to improve the patient experience. Patient data needs to be analyzed to uncover hidden opportunities. This is what healthcare CRM software is so adept at!

Leveraging automation and Artificial Intelligence, they can spot trends among your patient population and help you create personalized healthcare experiences for every single patient.

Below is a list of some of the types of data healthcare CRM systems can keep track of:

  • Demographic Data (Age, Gender, etc.)
  • Contact Info & History (Calls, emails, messages)
  • Patient-filled forms (Registration, Consultation, Feedback)
  • Billing History
  • Medical Insurance
  • Past and Upcoming Appointments
  • Symptoms and Allergies
  • Treatment History


By consolidating data from all these sources and combining it with other information from EHR systems, CRM software can create accurate patient profiles that reveal new engagement opportunities.

Moreover, you have access to all the patient information on a single platform that can also be used to contact and engage patients over the web, apps, emails, calls, and SMS, again from the CRM software itself. Your staff can also schedule appointments, generate prescriptions, and record notes, all from the same platform.

Healthcare CRM System vs. EHR System - What's Best For Your Clinic?

It’s often considered an either-or situation between EHRs and CRMs. But the fact is that they complement each other and cannot function without each other. An EHR or Electronic Health Record system has a holistic view of patient records, but it cannot process them into meaningful insights. A CRM can tailor care delivery to suit each patient, but it needs access to the health records to do so.

Hence, it’s beneficial for your practice to complement your EHR system by investing in healthcare CRM software. Not only can you generate better patient outcomes and improve the patient experience as a result, but you can also realize an impressive ROI on your CRM software.

Studies have shown that U.S. providers with superior patient experiences have 50% higher financial performance than those with sub-par patient experiences.

What's Special About a Healthcare CRM?

It’s always amazing to hear about the latest technological advancements in healthcare, but they rarely matter unless they deliver tangible benefits for your medical business.

What exactly can Healthcare CRM software do for your practice?

1. Attract More Patients With Confidence

Creating targeted campaigns based on your existing reviews and overall patient mix can proactively bring in more patients to your practice.

2. Personalize Your Patient Outreach

When you have data-driven insights, you can craft personalized emails or messages for patients, suggesting them, say, a diagnostic test or a consultation with a specialist. For new patients, the system can help you create campaigns based on specific patient segments.

3. Integrate With Your Existing Marketing Tools & Systems

Your business will likely have existing software and tools, such as the EHR, Calendars, Staffing tools, and departmental information systems (radiology, labs, etc.). A healthcare CRM will easily integrate with each of them to enable a single source of truth and make your life easier.

4. Create Automated Email & SMS Engagement Campaigns

Once you have identified the patients to reach out to, you still need to send out engagement via apps, calls, emails, or SMS. The CRM solution will automate this step for you and release your staff bandwidth for other clinical activities.

5. Use Real-Time Reports For Better Tracking

Measuring the performance of your business is essential not just for your forecasts but also to determine whether your practice is satisfying the patient outcomes mandated by value-based care. Medical CRM software helps you generate custom reports, often taking into account data from your business intelligence software as well.

3 Questions You Should Ask Before Buying Any Healthcare CRM

You might be sold on the promise of a shiny, new CRM software, but before you go ahead and invest in one, you should ask yourself a few questions:

1. What exactly do I need a CRM for?

List down the top business problems you wish to solve with the new CRM solution and the must-have features that it needs to address those problems. e.g., robust data security protocols, the latest communication channels for patient engagement, business intelligence capabilities, etc.

2. Will the new system integrate with my existing tools?

You don’t want a situation where your existing tools and software are made redundant after introducing the new CRM system. Or a scenario where the solution is not integrated well with your other software, resulting in data duplication and wasted effort.

3. How willing is my staff to learn the new system?

Learning a new system is always an extra thing to do for healthcare professionals, who’re almost always starved for time fulfilling their existing duties. Ensure that the system you’re going with is easy to pick up and the training process is comfortable for them.


Top 10 Best CRMs For The Healthcare Industry

To make it a little easier for you, we have compiled a list of the leading Healthcare CRMs available in the industry today. Hopefully, this will help you narrow down your choice by comparing your needs against the features available in these offerings.

1. Turnkey CRM

Turnkey CRM is by far the most promising medical CRM software out there, focusing on clinics & independent physicians. The all-in-one patient engagement and sales & marketing platform captures the pulse of the healthcare business, and the team’s acclaimed support services further bolster the emerging solution’s dominance in the market. It also offers a 14-day free trial to sweeten the deal.

2. Salesforce Health Cloud

Salesforce is a well-known name in the SaaS space, and their CRM solution brings their rich legacy and expertise to the healthcare industry. Though it might feel a tad expensive, its superior patient experience features and fluid interface should keep it at the top of your list.

3. is best suited for practices looking for project management and a CRM tool in one single platform. With ample customizations available, also offers a free trial for you to experience their services without a commitment.

4. Pipedrive

Simple yet powerful, Pipedrive is one of the most user-friendly CRM solutions available. With custom reporting tools and ample integrations with your email and marketing tools, Pipedrive has a lot going for it.

5. Nimble

Nimble stands out from many other competitors in terms of its capabilities around social listening and patient interaction history that are used to build and update robust patient profiles. Nimble also offers a free trial and competitive per-user rates after that.

6. NextGen Office

NextGen Office by NextGen Healthcare is a holistic practice management solution, combining an EHR, CRM, patient portal, and other tools into a single integrated platform. NextGen has a provider experience focus that simplifies the capture of patient interactions that automatically improvesensurethe patient experience.

7. Bitrix24 CRM

Bitrix24 CRM is used by millions of businesses worldwide. Its extensive integration with social media and messaging channels like Facebook, Instagram, iMessage, Telegram, and others makes it a powerful tool suited for healthcare practices.

8. Simple Systems CRM

Suited for small and mid-sized businesses, Really Simple Systems CRM offers plenty of customizations and integrations to enable a bird’s-eye view of your entire sales pipeline and patient relationship management.

9. Zendesk Sell

Zendesk’s CRM software is widely-acclaimed across industries. Its healthcare-focused CRM system offers industry-leading customer service and a variety of patient outreach tools to ensure your patients always remain at the heart of your business.


HIPAA CRM keeps patient data security front and center, evident by its name. A simple, easy-to-use, and cost-effective option, it offers rich reporting tools and staff management capabilities.

HIPAA Compliance & How It Relates To a Healthcare CRM

The Healthcare Insurance Portability and Accountability Act (HIPAA) of 1996 ensures the protection of sensitive patient data and easily switch health insurance between payers.

With the rapid adoption of healthcare CRM software, massive amounts of patient data are exchanged between healthcare organizations. A HIPAA-compliant CRM makes sure that this exchange adheres to the regulatory compliance guidelines while also leveraging the data to benefit patients with superior care delivery experiences.

HIPAA violations are penalized heavily and can have far-reaching consequences for your practice. It’s, therefore, essential for your business to use a CRM system built around HIPAA compliance. Turnkey CRM is one such solution that values data security above all else.

Who Benefits The Most In Your Medical Facility With a Healthcare CRM?

1. Patient Benefits

Patients are directly benefitted from improved and personalized experiences that also help improve their health over time.

2. Internal Staff Benefits

With automation and data-powered insights, you can avoid unnecessary administrative tasks and chances of burnout for your staff while simultaneously enriching their professional satisfaction.

3. Front Desk Support

An up-to-date and accurate patient profile enables your front desk staff to deliver curated and valuable interactions to patients every time, whether in-person or virtually.

Conclusion - To Buy Or Not To Buy a Healthcare CRM?

The state of the healthcare industry today is primarily driven by the urgent need to enhance the patient experience. With the paradigm shift towards value-based care making it more essential than ever to have a comprehensive patient relationship management system in place, the importance of healthcare CRM systems will only increase from here.

The question is no longer if you need to get on board. Instead, it’s how soon you can transition into a patient-centered, data-driven, and future-focused medical practice.

Reach out to us today to find out how Turnkey CRM can help you on your journey to excellence.

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