Healthcare CRM software

According to the top healthcare CX trends, healthcare organisations should focus on three main goals: reducing costs, engaging patients, providers, and vendors, and improving medical care and outcomes. To support these goals, the demand for efficient, integrated healthcare customer relationship management (CRM) solutions is growing.

For sales and service teams, customer relationship management (CRM) can be the difference between satisfied customers and aggravated patients. Whether you run a small practice or a large hospital network, the healthcare CRM software below can help businesses centralise operations, gain valuable insights into patient behaviour and outcomes, maintain retention rates, and improve operational efficiency.

More in this guide:

• What is a healthcare CRM?
• Benefits of healthcare CRM
• Features of healthcare CRM software
• Healthcare CRM software comparison chart
• The 14 best healthcare CRM
• How to choose the best healthcare CRM
• Frequently asked questions
• Adopt a modern healthcare CRM with Zendesk Sell

Healthcare CRM software is a technology that helps medical organisations manage and optimise interactions with potential or current patients and stakeholders, including providers, insurance companies, and vendors. Ultimately, healthcare CRM aims to create loyal patients and clients by prioritising HIPAA compliance and better patient and employee experiences.

As patient satisfaction is linked to clinical outcomes, healthcare CRM software helps drive positive business outcomes by helping patients comply with medical regimens, continue using medical care services, and maintain loyal relationships with specific providers.

There are many advantages of CRMs. Below, we’ve listed the most common benefits of healthcare CRM software.

Centralised and holistic view of patient data

From medical history to appointment schedules, healthcare CRM software consolidates patient information into a centralised platform, enabling healthcare providers to easily access customer profiles with comprehensive data.

Medical personnel can also access full patient context before appointments, exchange data and key insights with approved personnel, make data-driven healthcare decisions, and create personalised care plans. For example, with a healthcare CRM like Zendesk, businesses can use 360-degree customer views to access patient data like past interactions and manage preferences and contact information.

Improved patient relationships and retention

Healthcare CRMs help providers prioritise customer relations by informing patients of upcoming appointments, test results, and more through timely, automated follow-ups, reminders, and personalised care plans. This allows businesses to build patient trust and strengthen the patient-provider relationship without sacrificing service quality. These systems can also streamline communication and offer tailored services, enhancing patient experiences, satisfaction, and customer retention.

Ensured security and compliance

Healthcare CRMs must meet strict security and regulatory requirements, such as HIPAA, ensuring that businesses securely manage and protect sensitive patient data. This reduces the risk of data breaches and helps organisations stay compliant with industry regulations, building patient, provider, and vendor trust. With healthcare CRM software like Zendesk, businesses can also embrace CX while maintaining HIPAA compliance to support their users’ privacy needs and service expectations.

Advanced insights into patient and client experiences

Healthcare companies can improve customer experiences with healthcare CRM software. When equipped with analytics tools, these systems can collect and analyse user data to create activity and performance metric reports, providing actionable insights into behaviours and preferences. Healthcare organisations can use these findings to refine their services, leading to better patient outcomes and more effective resource management.

Reduced patient and team bottlenecks

With healthcare CRM software, businesses can automate administrative tasks and use pre-designed workflows to:

• Obtain pre-approvals for patients.
• Include payers in the coverage process to prevent future potential roadblocks.
• Enable patients to pre-register for routine check-ups.
• Nudge patients to update the existing information in their patient records.

CRMs can improve employee experiences in healthcare by minimising bottlenecks in patient scheduling, care coordination, and internal communication while improving response times and operational efficiency.

Whether you’re planning to invest in pre-built CRM software or build your own custom CRM software, these are the healthcare CRM features you should look for.

Patient information management

Healthcare CRMs help providers and medical staff manage patient information, such as appointments, confidential documents, co-pays, prescriptions, and more. With the right software, businesses can connect patient data across systems and unify communications between entire care teams.

A healthcare CRM system should prioritise agility and centralised case management, so care teams can modify records, update profiles, and more to meet every patient’s needs. These solutions should also allow providers to bring together siloed data from across distributed systems to better care for patients.

Reporting and analytics

Advanced reporting and analytics tools enable healthcare organisations to track key metrics such as patient satisfaction, appointment trends, and treatment outcomes. These insights support data-driven decision-making and help organisations identify opportunities for improving care quality and operational efficiency. Pre-built and customisable dashboards also allow businesses to create customer reports about trends that businesses can then share across an organisation.

Integrations

A robust healthcare CRM integrates seamlessly with other systems like electronic health records (EHR), billing software, and telehealth platforms. These integrations ensure data consistency across an organisation and enhance workflows by allowing various healthcare systems to work together in real time. For example, businesses that use Zendesk as their healthcare CRM software have access to the Zendesk Marketplace, which supports more than 1,700 applications and integrations.

Data security and privacy

Ensuring compliance with HIPAA and other regulations is essential for healthcare CRMs. To abide by healthcare regulations, these systems must feature advanced security measures like encryption, secure access controls, and regular audits. This protects sensitive patient information from unauthorised access and ensures all data is stored and transmitted securely.

Use our comparison chart below to see the starting costs, trial options, and key features of these healthcare CRM software solutions.

Healthcare CRM software must allow teams to invest in relationships while maintaining HIPAA compliance and customer data protection. Below, we included a list of the healthcare CRM solutions on the market.

1. Zendesk Sell

Zendesk Sell is a modern, integrated CRM solution that empowers productivity, improves customer relationships, and increases pipeline visibility. Our healthcare CRM software connects distributed and specialised care teams and payer networks with streamlined communication tools and dynamic workflows, enhancing overall business communication and data distribution.

The simple, centralised solution gives healthcare organisations a 360-degree view of every patient to help providers deliver more personalised support and care. Zendesk also provides full visibility into sales so companies can plan, track, and analyse healthcare processes without the heavy lifting. Plus, our CRM solution enables businesses to gain crucial insights into patient and provider expectations through advanced analytics and reporting tools.

Healthcare teams can also connect Zendesk Sell to existing tech stacks or build unique custom solutions using the Zendesk app framework. Our solution’s sales engagement tools also enable teams to build targeted prospect lists, create customised email sequences, and automatically follow up with patients and leads. Plus, task player allows users to work uninterrupted during outreach and follow-up stages to streamline activities and improve business outcomes.

Features:

• Complete customer view
• Centralised platform
• Customisable customer profiles
• Advanced analytics and reporting
• Dynamic workflows
• Powerful integrations
• Sales engagement tools
• Accurate forecasting
• API access

Pricing: Plans start at $19 per agent/month, billed annually. A 14-day free trial is available.

Explore more Zendesk pricing plans.

2. Epic Systems Corporation

Epic Systems Corporation, also known as Epic, is a healthcare software company that community hospitals, hospices, rehab centres, urgent care, and other facilities use. Patients can find and schedule care, and providers can manage patient data and communicate care plans. The Epic Health System Community also connects providers across the globe, centralising patient data and healthcare delivery.

With Epic’s healthcare CRM, medical teams can internally discuss patient care and resource distribution, assist patients with account management and payments, and collaborate across channels. Epic also has self-service options for patients across desktop and mobile devices, allowing them access to their healthcare records and transparency in their care plans.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Voice recognition
• Patient portal
• Medical templates

Pricing: Contact Epic Systems for pricing.

3. Salesforce Health Cloud

Salesforce Health Cloud is a cloud-based healthcare CRM platform that provides a central patient view. Healthcare providers using Salesforce Health Cloud can use patient data to identify care gaps, make referrals, offer self-service options, and update credentials. This healthcare CRM software also allows patients access to crisis centre options and urgent care access from physical and mental healthcare providers. Additionally, medical providers can schedule workflows and allow multi-participant appointment scheduling and waitlisting.

While Salesforce Health Cloud integrates with other EHR systems and existing tech stacks, businesses will need several integrations to provide well-rounded patient care and support. This requires healthcare businesses to be responsible for improving and maintaining the functionality of their healthcare CRM, which can be technically difficult and costly.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Integrated care management
• Interoperability
• Additional unique feature

Pricing: Plans start at $325 per user/month, billed annually. A 30-day free trial is available.

Recommended reading: Learn how Salesforce integrates with Zendesk and how Zendesk vs. Salesforce compare.

4. Zoho for Healthcare

Zoho entered the healthcare industry in 2015. Today, Zoho for Healthcare allows businesses and care teams to choose the functions of their CRM software, from telecalling management and home healthcare services to lead management and follow-up reminders. Different departments can also use this healthcare CRM software to internally refer patients and communicate lab screening results within a centralised system.

With Zoho for Healthcare, teams using post-visit summaries and centralised billing can update patients about care plans, overdue payments, and other record notifications. Businesses can use digital forms during patient onboarding to collect and store sensitive information, and this system secures patient consent forms to establish compliance and protect customer data. Zoho for Healthcare also has an appointment scheduling tool that works across multiple clinics and locations so teams can confirm bookings, manage appointment queues, and assign resource use.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Appointment scheduling
• Electronic medical records
• Patient communication

Pricing: Contact Zoho for pricing.

Recommended reading: Learn how Zoho integrates with Zendesk and how Zendesk vs. Zoho compare.

5. Microsoft Cloud for Healthcare

Microsoft Cloud for Healthcare is a cloud service and healthcare CRM software add-on available within the Microsoft Suite. With this software, healthcare teams can access clinical and operational data insights from trends and experiences, allowing them to make decisions based on patient and organisational data. Plus, Microsoft Cloud for Healthcare uses centralised patient data and insights to coordinate patient-provider appointments and suggest treatment plans.

Microsoft Cloud for Healthcare’s information management tools allow care teams to adopt hybrid frameworks to provide both in-person and remote healthcare. Plus, the system’s omnichannel member experiences allow care teams to meet customers where they are. Organisations using Microsoft Cloud for Healthcare can also assign security preferences to aggregated health data records to regulate information access while tracking prevention efforts and public health trends.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Supply chain planning
• Information management tools
• Unified threat protection

Pricing: Add-ons start at $95 per user/month.

Recommended reading: Learn how Microsoft Office 365 for Sell integrates with Zendesk and how Zendesk vs. Microsoft compare.

6. Healthgrades

Healthgrades is healthcare CRM software that supports life science, health systems, and large group practice healthcare organisations. With this solution, care teams can set up workflows to manage patient communication processes and access a patient pool of individuals looking for healthcare services.

Healthgrades’s CRM tools enable appointment scheduling and data capture to support patients and providers. This solution also grants access to physician search pages and provider profiles while the Healthgrades Quality Team tracks organisation quality and clinical outcomes to address areas where healthcare teams can make changes to services and experiences. These initiatives also allow teams to manage performance while tracking patient care outcomes.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Medchat·ai
• Healthgrades Quality Team

Pricing: Contact Healthgrades for pricing.

7. Optum

Optum is a subsidiary of UnitedHealth Group that offers healthcare CRM software. This solution allows healthcare organisations to manage patient care across the healthcare ecosystem, allocate resources for at-risk individuals, and adjust clinical and financial outcomes.

Optum’s healthcare CRM software uses workflows to manage tasks and generate intervention strategies for patient care plans. Care teams can also use this solution to centrally store and access clinical and claims data, including sociodemographic, behavioural, and patient-reported information. Plus, partner applications provide additional resources and guidelines for care teams and patients to consider or follow and the software integrates directly with partners like United Healthcare.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Communication tools
• Partner resources
• Care planning

Pricing: Contact Optum for pricing.

8. Trella Health

Trella Health’s CRM platform uses market data, referral sources, and performance transparency to execute sales processes and is focused specifically on the post-acute care industry. The platform also delivers third-party insights from Medicare Advantage, commercial, and Medicare Fee-for-Service claims.

Trella Health’s healthcare CRM software offers healthcare data solutions for home health, hospice, nursing, and more. The system also acts as a single provider for GPS mapping to referral destinations, sales activity documentation, and opportunity management. Expense tracking and mobile reporting, along with EHR integrations, also allow teams to use Trella Health to view patient data on a single dashboard.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Mobile app
• Expense tracking

Pricing: Contact Trella Health for pricing

9. FreeCRM.com

FreeCRM.com, also known as HIPAA CRM, is a web-based CRM software solution healthcare organisations can adopt. This CRM platform offers options for licensing, including on-demand, private label, and custom services. This brand's HIPAA-compliant healthcare CRM allows all organisations to manage patient data, reduce data redundancy, monitor privacy and security, and manage data access and authorised personnel while maintaining regulatory compliance.

With FreeCRM.com, businesses can manage healthcare-related data, including contact, medical history, appointment, and billing information. The software’s dashboards allow users to view all patient data and insights into operational performance metrics in a centralised location, and care teams can also use this healthcare CRM to access and update information without accessing multiple data sources.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Lead management
• Web forms

Pricing: Paid plans start at $10, billed monthly. A free plan with limited features is available.

10. Bitrix24

With Bitrix24’s healthcare CRM, organisations can track patient activity, manage inventory, e-sign documents, track performance and sales metrics, and more. This CRM solution also supports video calls and conferencing for telehealth options, allows teams to message patients across various channels, and provides access to interaction history in the Contact Centre.

With Bitrix24’s CRM, healthcare organisations can choose the fields, forms, and sales automation features available to their teams. Providers can send client reminders via messaging or email, configure notifications based on a patient’s status, and transcribe calls or complete pre-written collection forms. This healthcare CRM also allows care teams to manage and organise patient documentation while storing online documents in file storage centres.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Contact centre
• Product catalogue

Pricing: Paid plans start at $49 per organisation/month for up to five users, billed annually. A free plan and a 15-day free trial are available.

11. Creatio

Creatio is a no-code healthcare CRM platform originally founded in 2014. The solution’s single-source database allows cross-department communication and activity management. This healthcare CRM can also identify industry changes or trends and update retention strategies internally.

Care teams using Creatio's healthcare CRM software can track patient activity and sales pipelines while managing patient data based on funnel stages and other factors. Users of this platform can also communicate with patients across channels and store interaction history. This healthcare CRM software also allows teams to access insights about patient behaviour, preferences, and needs.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• No-code customisations
• CRM modules

Pricing: Plans start at $25 per user/month, billed annually. A 14-day free trial is available.

12. FreeAgent CRM

FreeAgent CRM is a native HIPAA-compliant healthcare CRM software. It’s designed to meet the compliance requirements of clinics, life sciences, biotech, and pharmaceutical organisations that handle protected health information (PHI). With this healthcare CRM, businesses can manage and track data for practice and lead management.

This software provides healthcare teams with a full view of the patient's history, including appointment records and medical history. FreeAgent CRM also allows medical organisations to create appointment follow-ups, campaigns based on pre-defined clinical criteria, and auto-prioritised task lists for referrals. Care teams can also use this healthcare CRM to manage cross-department communication, update patient profiles, track performance and interaction metrics, and maintain healthcare security regulations.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• Auto-prioritised task lists
• Document management

Pricing: Paid plans start at $28 per user/month, billed annually. A free plan and a 14-day free trial are available.

13. Actium Health

Actium Health is a healthcare CRM software that uses CENTARI, an AI-powered healthcare platform, to identify siloed patient information and activation potential. This healthcare CRM also allows care teams to use their customer data to interact with and create individual engagement plans for high-risk patients.

With Actium Health, healthcare teams and medical professionals can identify potential patients or outreach prospects and report on current and total potential patient value for campaign planning.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Workflows
• Integrations
• CENTARI
• Influence models

Pricing: Contact Actium Health for pricing.

14. LeadSquared

LeadSquared is a sales execution, marketing automation, and field force management platform. The brand’s HIPAA-compliant healthcare CRM software also uses a business associate agreement (BAA) to maintain PHI security. Many healthcare businesses can use it, from fertility and dental clinics to hospitals and hospice care clinics.

Built for patient intake, appointment handling, and patient management, LeadSquared’s healthcare CRM uses pre-defined systems, patient acquisition tools, and digital intake forms to allow care teams to reach out to potential customers. With the solution’s customer communication options, businesses can send patients unique healthcare information, reminders, and follow-up messages from a centralised platform. Plus, businesses can access the mobile CRM system anywhere, and its analytics give them a first-hand look into acquisition processes and patient experiences.

Features:

• Central data storage
• Customer profiles
• Analytics and reporting
• Integrations
• Workflows
• Contact and appointment history
• Patient segmentation

Pricing: Contact LeadSquared for pricing.

To choose the healthcare CRM software that’s right for your business, consider these key components:

• Ensure it has AI tools. Your healthcare CRM software should support and use features like predictive analytics, AI-powered quality assurance, and automation to enhance patient engagement and streamline administrative tasks.
• Look for HIPAA compliance. Verify HIPAA compliance to protect patient data and maintain the highest standards of security, including encryption, secure data storage, and controlled data access to safeguard sensitive health information.
• Prioritise ease of use. Your CRM should be easy to navigate with an intuitive, user-friendly interface for healthcare staff, reducing training time and minimising errors.
• Consider the total cost of ownership. Evaluate the upfront, long-term, and hidden costs of CRM, including maintenance, upgrades, and support, to balance your budget with your needs.

Consider these components while researching healthcare CRM software to set your healthcare teams up for success.