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Healthcare CRM, also known as Healthcare Relationship Management, [1] is a broadly used term for a Customer relationship management system, or CRM, used in healthcare. There are three (3) generally recognized forms of CRM: Sales, Marketing, and Service [ 2 ]
CRM – Implements the use of ERP systems, emphasis is on the back-end. eCRM – Geared more toward front end, which interacts with the back-end through use of ERP systems, data warehouses, and data marts. System overhead (client computers) CRM – The client must download various applications to view the web-enabled applications.
Data warehouse technology, which is used to aggregate transaction information, to merge the information with CRM products, and to provide key performance indicators. Opportunity management , which helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections.
Health Information Technology Extension Program: A grant program to establish Health Information Technology Regional Extension Centers (RECs) to offer technical assistance, guidance and information on best practices to support and accelerate health care providers’ efforts to become meaningful users of Electronic Health Records (EHRs).
Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization.The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
Elements of CRM have been applied in US healthcare since the late 1990s, specifically in infection prevention. For example, the "central line bundle" of best practices recommends using a checklist when inserting a central venous catheter. The observer checking off the checklist is usually lower-ranking than the person inserting the catheter.
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