healthcare crm buyer's checklist

We spoke to 650+ professionals in charge of healthcare CRM procurement for their organizations.  

The result? This comprehensive Healthcare CRM guide that’ll help you make the right choice by ensuring you don’t miss asking your CRM vendors any crucial questions. (If you are in a hurry, you can directly download the healthcare CRM essential features checklist here.)

Before we get to the questions, let’s quickly define a few terms you’ll see often throughout the article, to ensure that we are on common ground when we use a particular term. If you’d instead get right to the questions, you can do that as well.

Healthcare CRM: Definition, Features, Compliance & Benefits 

What is healthcare CRM? 

Healthcare CRM is a software used to manage communications and interactions with patients. You may know it as healthcare relationship management software, patient management software, medical CRM software, or one of the countless other names depending on your practice. A healthcare CRM’s primary focus is to help acquire, manage, engage, and retain patients, while ensuring that compliances like HIPAA are met. 

Healthcare CRMs are increasingly being put at the heart of an organization’s operational processes, along with traditional EHRs and EMRs. A medical or healthcare CRM system helps streamline processes, reduce admin work for your physicians and care teams, and ensure smooth communication between patients and the healthcare provider. 

Why do you need healthcare CRM? Which teams/departments typically use it?  

Typically, healthcare CRMs can be used by healthcare providers and medical institutions of any kind—specialty clinics, homecare, hospitals, or private and public clinics. 

Also, healthcare CRMs are meant to be used across departments:  

  • Patient intake teams use it to make patient admission processes convenient – including digital appointment scheduling, e-portal for patients to download documents, among other things. 
  • Marketing department uses it to communicate better and make their outreach efforts more personalized.  
  • Administrative teams use Healthcare CRM to track billing information, manage inventory, and comply with regulations. 
  • Compliance teams use it to comply with regulations by storing information such as the patient’s consent forms, their medical records, and billing information. 

Key benefits of healthcare CRM 

Benefits of patient relationship management in a healthcare crm

1. Improve Patient Intake Efficiency by streamlining and simplifying the complete process.  

  • Digitize appointment scheduling with self-serve portals. 
  • Centralize bookings from online and offline sources. 
  • Make document collection and verification processes paperless.  

2. Improve Patient Engagement & Retention 

  • Automate appointment reminders to reduce no-shows. 
  • Personalize patient communication to send them relevant and timely information.  
  • Engage your patients on the channels of their choice–email, text, phone calls, or more.  
  • Manage all patient interactions in one place. 

3. Improve Operational Efficiency Across Processes and Teams 

  • Digital appointment management for efficient patient intake teams, and seamless patient experience.   
  • Attendance management for physicians 
  • Geo-fencing to locate and guide onsite caregivers via mobile CRM 
  • Day planner for onsite caregivers and physicians.  
  • Automated reminders for follow-up appointments.   
  • Zip-code based patient allocation to onside caregivers. 
  • Patient segregation based on their different requirements, urgency, and anything else important to you.  
  • Intelligent routing & centralized scheduling to ensure that all patient inquiries are addressed promptly.  
  • Zero lead leakage by capturing inquiries from every single channel in real-time–be it online campaigns, social channels, text messages, phone calls, walk-ins, or patient referrals. 
  • Built-in dialer, and other related features to run your healthcare call centre operations smoothly. 
  • Patient referral portals.  

4. Automate patient management tasks and gain a 360-degree view of patients 

  • Automate patient mapping to the right care team or physicians.  
  • Automate appointment reminders to reduce appointment no-shows. 
  • Automate patient inquiry routing to intake specialists or front desk reps.  
  • Reduce patient acquisition costs and increase operational efficiency with real-time, actionable reports. Following are a few reports that a healthcare CRM must be able to provide: 
    • Patient Source Attribution 
    • Patient Acquisition Ratios 
    • Appointment to intake ratios 
    • Patient Engagement and Retention Reports 

5. Deliver better patient outcomes with 100% visibility into the process. 

  • Connect EMRs/EHRs and other care-giving tools that you use. 
  • Identify and correct the points of weakness in your patient acquisition and management process. 

Current standing and demand for CRM in healthcare  

What are the key drivers for speedy adoption of healthcare CRM? 

Rapid Adoption of CRM by healthcare providers is shaped by technological advances in the fields of IT, increased need for digitization & dynamic shift in consumer behavior. Industry expansion is also fueled by the introduction of the Affordable Healthcare Act (2010) and government programs like health connect and e-health.  

De facto, Healthcare CRM market is expected to grow at a CAGR of 8.4% from 2022 to 2023. 

How are the CRM needs for healthcare organizations different from other industries? 

  1. Security: Patients trust healthcare organizations with their personal health information, and this trust is the key to a strong provider-patient relationship. So, any breach in data security can have far-reaching consequences. While data security is extremely important in other industries as well, in healthcare, safeguarding data is not only a legal obligation but also an ethical responsibility. (This also means that healthcare CRM providers must be HIPAA compliant and adhere to other government guidelines and compliances.) 
  1. Smooth Integration with EHRs/EMRs and other care tools is a prerequisite in a healthcare CRM, unlike other sales CRM systems. 
  1. The healthcare industry is complex, involving various healthcare professionals, departments, and services. A healthcare CRM helps streamline and coordinate these complex interactions, facilitating care coordination, referrals, and collaboration among healthcare providers. It can ensure that patients receive comprehensive and coordinated care across different specialties and settings. 

Checklist to follow while evaluating a Healthcare CRM

(as shared by 650 healthcare decision makers interviewed for the research). 

healthcare crm software checklist

Frequently asked questions while evaluating a healthcare CRM system

Here are the common questions asked by healthcare CRM buyers we interacted with.

#1 Compliance and Security

1. Should healthcare CRMs comply with industry security standards?

Ans. They should.  

Healthcare CRM systems, like LeadSquared, follow strict regulations for data protection and security. Here are a few measures undertaken by LeadSquared to meet industry security standards. 

  • Compliance with Regulations: Adhering to relevant regulations and standards is imperative. In the United States, the Health Insurance Portability and Accountability Act (HIPAA) provides guidelines for safeguarding protected health information.  
  • Similarly, in India, the Digital Information Security in Healthcare Act (DISHA) outlines data protection requirements. Healthcare organizations must diligently comply with these regulations and implement appropriate safeguards.  
  • Multifactor Authentication: Implementing multifactor authentication adds an extra layer of security to CRM systems. By requiring multiple forms of verification, such as passwords, biometrics, or security tokens, healthcare organizations can significantly reduce the risk of unauthorized access to sensitive patient data. LeadSquared allows you to implement these authentication measures.    
  • Controlled Authority Access: Implementing granular access controls within CRM systems is vital to limit data access based on user roles and responsibilities. By granting access only to authorized individuals, healthcare organizations can reduce the risk of data breaches and ensure data confidentiality. Healthcare CRM systems must have the option to allow role-based access to patient data. 

2. Do CRM solutions in healthcare need to be HIPAA compliant? 

Ans. Yes, it is important to ensure your patient’s data security and integrity.

#2 CRM Implementation

3. Are CRM tools for healthcare require coding? Can non-technical administrators and users adopt it easily?

Ans. No, a healthcare CRM doesn’t involve coding, and the tool must allow you to create healthcare workflows without writing a single line of code. All the front-office, operational, and patient workflows must be easy to create. It should also be easy-to-use for your staff with limited technical knowledge.

4. How much would I need to invest in buying and implementing a healthcare CRM? 

Ans. If you’re going for a cloud-based Healthcare CRM, you’ll be required to pay on a per-user basis. The implementation cost depends upon the vendor and the implementation timeframe (urgency of the requirement).

5. Is it possible to migrate from other software/basic CRM to a healthcare CRM without losing data? Can you integrate a healthcare CRM with multiple third-party systems?

Ans. Yes, a secure migration from your old CRM/other software should be possible. It should also support third-party integration without much coding.

6. What is the cost of healthcare CRM?  

Ans. The cost per seat or user depends on the CRM provider and subscription plan.  

7. Can a CRM help with eligibility verification?

Ans. Yes, Healthcare CRM like LeadSquared can help qualify patients for you based on specific parameters. 

#3 Marketing

8. Can you use CRM to run marketing campaigns on targeted patient lists? 

Ans. Yes, healthcare CRM systems must have a patient engagement automation module as well. It should allow you to:

  • Automate appointment reminders 
  • Send engaging, useful information based on patient history 
  • Trigger activity-based emails – like appointment reminders
  • Automate recurring communication
  • Send post-diagnosis notes
  • Segment patients based on rules and run highly personalized campaigns  
  • Run re-engagement campaigns for no-shows 

9. Can you use CRM to send bulk texts or emails? 

Ans. Yes, it must have the functionality to send bulk texts. 

10. Which patient communication channels must be supported by a healthcare CRM? 

Ans. The healthcare CRM must support patient communication via multiple channels–email, text messages, phone calls, and patient portals (if one exists). 

11. What all marketing features do healthcare CRM support?

CRM solutions, in general, support email marketing, campaign builders, and engagement campaigns like appointment reminders, follow-up notifications, and more.

For instance, LeadSquared CRM has a complete set of healthcare marketing automation tools that supports sequencing & tagging, integration with other marketing and advertising tools, and provides drag-and-drop custom landing page builder. 

12. Can a CRM platform collect leads from social media & website forms? 

Ans. Yes, CRM platforms like LeadSquared can collect leads from Website forms, Google Ads, Facebook, Instagram, LinkedIn Ads, and more. 

#4 Operations and Integrations

13. Which healthcare operations apps can a CRM integrate with?  

Ans. You would want your Healthcare CRM to connect with at least the following kinds of tools, in addition to access to open APIs, which would make connecting to any of your internal tools easy: 

1. Patient Acquisition Channels: Including, but not limited to: 

  • Facebook 
  • Google 
  • Telephony tools (like RingCentral and CallTrackingMetrics
  • Appointment scheduling tools  
  • Mobile CRM to ensure seamless lead capture from corporate events and booths, etc. 
  • Referral partners 

2. Business Operations Tools: 

  • EHR/EMR/Practice management solutions 
  • Billing tools 
  • Online appointment scheduling tools 
  • Calendars 
  • Video tools (to facilitate virtual appointments) 
  • PCI compliant digital payment tools 
  • Patient satisfaction survey tools 
  • OCR enabled documentation 

3. Reputation Management/Post Care Operations 

  • Google reviews connector 
  • Integration with survey tools 

14. What is paperless appointment scheduling? Does healthcare CRM support this process? 

Ans. Paperless appointment scheduling is ensured with the use of an appointment scheduling portal that allows patients to book appointments, upload documents, e-verify their documents, and make payments – without the need for offline paperwork. This reduces the chances of human errors and makes the process smooth. (The portal must be HIPAA-compliant). 

15. Does healthcare CRM allow paperless document collection and verification? 

Ans. Yes, the patients can upload their documents directly via the patient portal. The internal teams are then notified to vet and verify the documents (till the verification process is complete).

16. Can you automate appointment reminders for patients? 

Ans. Yes, the healthcare CRM must allow automated appointment reminders and other messages. In this regard, you can evaluate the CRM to ensure that it allows you to: 

  • Pre-configure reminder templates. 
  • Automate reminders immediately, periodically, or based on any pre-defined schedule (For instance, 1 day or 2 hours prior to the appointment). 

17. Does healthcare CRM integrate easily with EHR/EMR systems?  

Ans. A good healthcare CRM system must integrate with your existing EHR/EMR systems.

LeadSquared integrates with several EHRs, including DrChrono, AthenaHealth, and many more.  Integrating EHR with CRM allows you to track and manage a patient’s complete journey.  

18. Can a healthcare CRM integrate with Tableau or other similar systems? Does the API integration work seamlessly without data leakage? 

Ans. While the CRM should have its own healthcare reports and data visualization dashboards, it should also allow integration with other data visualization platforms like Tableau, Sprinkle, and others.  

19. Is healthcare CRM a complete solution to fulfil healthcare providers’ patient management and operational needs? 

Ans: Yes. The CRM solution must cover the entire patient lifecycle, from acquisition to patient retention, while increasing the efficiency of all front-office processes. Most healthcare CRM buyers want the solution to cover the following processes: 

1. Patient Acquisition 

  • Integration with different discovery channels like social media, Google and more. 
  • Intuitive patient inquiry forms 
  • Direct integration with telephony tools. 

2. Patient Intake Automation and Patient Onboarding 

  • E-application forms 
  • Patient Portals for easy document upload 
  • Appointment Booking Automation 

3. Patient Experience Management 

  • Reduce response and wait time with automated routing, personalized messages, and appointment scheduling. 
  • Intelligent patient-doctor mapping  
  • Point-of-care access to unified patient records 
  • Integration with feedback forms  
  • Google reviews integration 

4. Patient Engagement and Retention

  • Patient-focused engagement workflows  
  • Drag-and-drop patient journey builder 
  • Automated appointment reminders 
  • Automated post-appointment communication 

5. Patient Record Management 

6. Patient Interaction Tracking 

7. Automation of repetitive operational tasks  

healthcare crm features – automate operational tasks

20. Can healthcare CRM track patient enrollments? 

Ans. You should be able to track new patients, their interactions, appointments, and follow-ups in a single place. You can also customize and configure reports for specific metrics tailored to your needs. 

21. How can CRM improve productivity of healthcare providers?  

Ans. A CRM software can improve healthcare provider’s productivity by automating repetitive tasks. The following are the most frequently automated processes:

  • Appointment scheduling automation
  • Paperless document collection and verification
  • Patient communication automation (including appointment reminders)  
  • Easy integrations with EHR/EMR to ensure smooth (and secure) patient information flow between the two systems
  • Zero lead leakage with patient inquiry capture automation 
  • Automate repetitive tasks for the operational teams – including document verification, patient-doctor mapping, etc.  

22. Does it provide authorizations and insurance verification features as well? 

Ans. A healthcare CRM must offer out-of-box integration with real-time insurance verification tools like pVerify

23. Does CRM for healthcare support loss-proof integrations with third-party software applications/tools? 

Ans. Yes, they should. LeadSquared’s Healthcare CRM supports leakage-proof integrations with multiple tools.  

24. Does healthcare CRM support patient document verification & patient intake process automation?

Ans. Yes, some CRM software like LeadSquared CRM do. It supports patient onboarding, document collection and verification. You can build a custom admission portal for your patients with custom fields to capture documents. Further, a built-in verification connector when enabled can verify your patient documents. 

25. Can you integrate healthcare CRM with EHR system like Medibill?

Ans. Different CRMs will have different integration capabilities. With LeadSquared, you can choose from a wide range of built-in connectors and integrate with your existing EHR platforms such as Medibill, DrChrono, etc. 

26. We are a multi-location practice looking to reduce administrative burdens and automate processes. Can healthcare CRM help? 

Ans. Yes, healthcare CRM like LeadSquared can automate routine mundane, manual, yet important processes to reduce administrative burdens. For example, 

  • Patient Acquisition 
    • Automated patient inquiry capture  
    • Automated routing to the right centre based on geo-distribution rules. 
    • Automated communication 
  • Patient Intake Automation and Patient Onboarding 
    • Appointment Booking Automation 
    • E-application forms 
    • Patient Portals for easy document upload 
    • Automated patient-doctor mapping 
    • Drag and drop workflow builder to automate patient pre-and-post-appointment communication.

27. Can we automate the note-taking process during a call? 

Ans. If your telephony provider supports call transcription, it is possible. Another option you can explore with CRM vendors is integrations with any HIPAA compliant AI-note taking apps.  

28. Can healthcare CRM replace Google Sheets and third-party forms software?

Ans. Yes, a CRM would be perfect to replace Google sheets and third-party forms software, because it would ideally allow you to automate inquiry capture from all the different channels within one application.  

29. A company using Valant EMR and Constant Contact recognizes the need for patient management. Can a CRM solution for Healthcare support this?  

Ans. CRM like LeadSquared can integrate with Valant EMR as well as Constant Contact for your email marketing initiatives. You will be able to access both these platforms and more through your LeadSquared account itself. Additionally, you’ll get centralized reports flowing from all these applications into your reports section.  

30. Does healthcare CRM have a mobile version?

Ans. Yes, a good healthcare CRM would have a mobile version as well.  

For instance, LeadSquared’s healthcare mobile app can help you track and view your appointments, patient interactions, and other details even when you are on the run. 

31. Does healthcare CRM provide automated lead distribution?

Ans. Yes, some healthcare CRM systems like LeadSquared provide automated lead distribution.

32. Can you integrate healthcare CRM with DrChrono, Weave etc.? What is the estimated integration cost? 

Ans. It is possible. For e.g., LeadSquared supports ready integrations with DrChrono and many more EHR/EMR tools. The cost usually depends on the complexity of integration. 

33. Can a CRM be customized to cater to specific business needs, such as sales and EHR functions?

Ans. Healthcare CRMs generally have sales, marketing, and PHI capabilities. While it can support patient health record management, it is advised to use it in conjunction to the EHR and not as a replacement to the software. 

34. Can the healthcare system manage the patient journey with a virtual assistant (VA) and integrate with WebPT? 

Ans. Yes, and yes. 

35. Can you integrate healthcare CRM with Athena? 

Ans. Yes, LeadSquared CRM can integrate with Athena.  

36. Does healthcare CRM have a patient portal? 

Ans. Yes, some CRMs have a patient portal. It is used to automate patient intake with custom forms. 

37. Is it possible to integrate healthcare CRM with Gmail, Zendesk, Twilio, Zoom, and WordPress? 

Ans. Yes.

These software/apps are available as LeadSquared connectors and can be integrated quickly with the CRM.  

#5 Patient Engagement

38. Can a healthcare CRM be used for video calling/consultation with patients, provide a recording at the end of the call, and record meeting notes? 

Ans. Yes, the CRM must allow for HIPAA-compliant virtual consultation integrated within the system. Integration with Zoom, Google Meet, and other video tools becomes necessary for this.  

39. Can a healthcare CRM collect patient feedback?  

Ans. Yes, it must. Healthcare CRM systems, like LeadSquared, allow your teams to collect and act on patient feedback post-appointment. It would not only help you assess the quality of your service, doctors, and facilities but also help you win back disgruntled or dissatisfied patients with timely and relevant action. If the patient doesn’t fill in the feedback after the appointment, it can be emailed or texted to them. 

40. Does healthcare CRM platform support patient engagement? Which communication channels are supported? 

Ans. Yes, a well-rounded healthcare CRM includes patient engagement tools to deliver personalized and timely patient communication.  

  1. Omni-channel: Engage your patients on the platform of their choice–email, text messages, phone calls, or directly on the patient portal.  
  1. Drag-and-drop: Build relevant patient engagement workflows using drag-and-drop automation tools. 
  1. Omni-intent: Automate and personalize communication for different touch points in the patient lifecycle: Appointment reminders, post-appointment summary, surveys or feedback, and Reminders for recurring events (like routine health checks). Educate patients and involve them in their own care by automating relevant material related to their conditions.  

41. Can healthcare CRM be used to track outreach-generated inquiries, POC information, communication, and forecasting?

Ans. Yes, CRM like LeadSquared can track all types of patient inquiries in one single platform, all communication trails, and all kinds of patient reports (current, historic, and forecasting).

#6 Patient Management

42. Can healthcare CRM help in lead capturing and lead management? 

Ans. Yes, lead capture automation from different patient acquisition sources while ensuring zero lead leakage and a central patient record management system are two of the most important features of a good healthcare CRM platform.   

43. What are the various lead fields, attributes, and insights that a healthcare CRM must track? 

Ans. Healthcare CRMs can track some attributes by default, and for others, there’s generally an option to set up custom tracking. In-built lead fields can automatically capture data once the patient fills out the requisite information. Custom fields can be configured during the account setup for your business tailored to your requirements.  

Lead fields that can be captured are: 

  • City, country, state, region 
  • Patient Acquisition Channel, Source, Medium, or Campaign.  
  • Phone, Mobile number 
  • Email address 
  • Patient Stage 
  • Documents 
  • Patient Activities 
  • Patient Score 
  • Access Device 
  • Patient Notes 
  • Patient’s Appointment Date 
  • Patient’s Next Appointment 
  • Patient History 
  • Patient’s CRM lifetime 
  • Type of Care Needed 
  • Any custom field relevant to the healthcare practice can be configured. 

44. Can I create patient lists/segments in the CRM? What are the default criteria available to create these lists? 

Ans. Yes, you can create patient lists based on any criteria relevant to your practice. You can create patient lists using the most basic or advanced filters like: 

  1. Patient region 
  2. Care centre visited (for multi-location practices) 
  3. Conditions 
  4. Type of care opted 
  5. The appointment shows/no-shows 
  6. Patient engagement scores – based on patient’s activities like email or text message click/open, etc. 
  7. Patient feedback– Positive, negative, or neutral. 
  8. Any other criteria are relevant to your specific practice.    

45. Does CRM have patient lifecycle management capabilities?  

Ans. CRM features allow you to track the entire patient journey. Care providers can access patients’ current or historical records, interactions, statuses, etc., while adhering to HIPAA regulations.  

46. Can healthcare CRM provide visibility into various lead stages?

Ans. Yes, healthcare CRM can provide visibility into various lead stages. You can set rules to automate lead state changes based on activity/task completion/triggers. You can also choose to be notified of lead stage changes.

47. Does a healthcare CRM provide patient onboarding and patient management system? 

Ans. Yes, LeadSquared provides dedicated patient onboarding platform and a centralized patient management system. You can create patient journey workflows and automate those based on rules or triggers specific to your needs.

48. Can a pain management clinic adopting a CRM for the first time improve their appointment scheduling and patient management process?  

Ans. Yes, even the smallest of clinics can find great value with a good healthcare CRM system. Systems like LeadSquared have an easy-to-use interface, guided navigation and dedicated account representatives to set your account up and support you when you need it.  

It’s an all-encompassing platform that will help you manage your patients seamlessly – capture inquiries, onboard and engage patients, digitize appointment scheduling, collect patient feedback, integrate with care systems, and more. 

49. What measures should be in place to prevent lead leakage in a CRM? 

Ans. Tight integrations, leak-proof codes, support teams, and continuous testing are among a few of the measures that should be in place to prevent lead leakage.  

50. How can a healthcare CRM help me in tailoring customer journeys and patient experiences? 

Ans. It can help you build patient flows, plan activities and tasks for patients and users, automate communication via omnichannel strategies, run marketing and re-engagement campaigns, digitize manual tasks, and simplify booking processes. This will improve patient satisfaction and hence increase retention ratios for your medical practice. 

51. A concierge medical practice wants to streamline workflows and improve customer/patient retention, with a specific focus on email and text communication. Is this possible in healthcare CRM? 

Ans. Yes, it is possible.

LeadSquared allows you to build your patient journey step-by-step. It allows you to create multiple workflows and A/B test email/other messaging etc. Hence, you can maximize your engagement on the workflows that works out for you. 

#7 Referral Management

52. Can a healthcare CRM be used for patient referral management? 

Ans. Patient Referral Portals are available in healthcare CRM systems like LeadSquared. It allows you to digitize your referral processes, track all current referrals, and get detailed referral reports. It can track the patient referral sources as well, including first or last-source referrals.  

53. What systems must be in place to manage hospital referrals and direct calls? 

Ans. Patient referral portals can help manage hospital referrals transparently online. CRM platforms must have a readily available pool of popular IVR/telephony/CTI system connectors such as RingCentral, CallTracking Metrics, and others to handle direct calls.  

54. Can a healthcare CRM help manage donor relations? 

Ans. Yes you can manage donor relationships via a healthcare CRM.  

Depending on the process and kind of data that’ll be stored in the system, your Healthcare CRM provider would suggest the possibility to manage donor relations.  

55. Can healthcare CRM automate the referral management process?

Ans. Yes, some CRM systems allow you to manage your referrals digitally.

#8 Analytics

Ans. Yes, following are the basic healthcare analytics reports that must be available in the healthcare CRM: 

  • Patient acquisition reports (channel reports) 
  • Patient referral reports 
  • Marketing ROI reports 
  • Patient engagement reports 
  • Patient drop-off reports  
  • Patient satisfaction survey results 
  • User productivity reports – including reports for doctors, intake specialists, front-office executives and more.  

57. Does CRM provide actionable insights to optimize/drive marketing campaigns?

Ans. Yes, a healthcare CRM must have in-built marketing reports to help drive crucial business decisions. A few examples of such reports are: 

  1. Patient Acquisition Source Reports – to identify the best acquisition sources to optimize your campaigns. 
  1. Referral Reports – to identify the best referral partners 
  1. Ad Spent and ROI reports for Google, Facebook, Instagram, and other ads.  
  1. In-depth dashboards for patient communication – including open, click, and engagement rates for text messages and emails. 

58. Does CRM provide data analytics, data insights, reporting, custom reporting, and multi-source data capture? 

Ans. Yes. CRM like LeadSquared offers 100+ ready-to-use healthcare dashboards for:   

  • Lead Source 
  • Lead Pipeline 
  • Lead and staff activity 
  • Staff performance 
  • Referral source 
  • Conversion rate 
  • Revenue by department, location, etc. 

You can use these dashboards for tracking daily, weekly, monthly, quarterly, or yearly progress. All the dashboards and reports support click-through functionality to expand details.  

59. Can a CRM system generate regular reports at a certain frequency (periodical)? 

Ans. Yes, with LeadSquared, you can automate report generation at a frequency of your choice. You can also get the reports delivered to your inbox.  

60. What kind of patient analytics and reporting is a CRM capable of providing? 

Ans. Different CRMs have different analytics and reporting capabilities depending on the way they store and process data.

For instance, LeadSquared CRM provides patient acquisition reports such as the following and more: 

  • Patient Acquisition 
  • Patient Engagement and satisfaction 
  • Inquiry Drop-offs 
  • Appointment-to-Visits Ratio/No-Show Dashboard 
  • Patient Journey Report 
  • Appointment-to-Visits Ratio/No-Show Dashboard 
  • Patient feedback report 

61. Can I create a custom dashboard to track patient journeys in a healthcare CRM? 

Ans. Yes, absolutely you can. LeadSquared CRM allows you to create a custom dashboard to track patient journeys. 

Closing Thoughts

CRM software is important to keep your patients actively connected with your practice. So is investing in the right tool.  

We hope these FAQs and checklist will help you ask the right questions to the CRM vendor and be aware of the capabilities of the tool you’re going to use. 

The following section lists the best healthcare CRM software to make it further easier for you to select the right one. 

Top 10 Healthcare CRM Systems for 2023 

Here’s a list of top 10 healthcare CRM solutions along with their features and pricing overview. 

S. No.


HIPAA compliance 

Key features 


Website link 




  • Marketing automation 

  • Lead and task management 

  • Intake automation 

  • Communications management

  • Mobile CRM 

  • Smooth integration with EMR and other tools 

  • Real-time dashboard and reports

Starts at $25 per user per month 




  • Basic CRM + EHR 

  • Patient portal 

  • Telehealth tools 

  • Medical management 

  • Billing 

  • Reports 

$55 per user per month for 1-10 users. Additional users at a lower cost. 




  • Patient appointment booking 

  • Doctors and appointment management 

  • Prescription management 

  • Patient record management 

Starts at $25,000 (perpetual license) 




  • Patient analytics 

  • Automated follow-ups 

  • Marketing attribution 

  • Staff performance analytics 




  • Patient profile 

  • Appointment booking 

  • EHR integration 

  • Automations 

Starts at $12 per user per month 


VerioMed (Specialized platform for laboratory operations) 


  • Deals dashboard 

  • Lead management 

  • Sales process automation 

  • Centralized lab documents 

Upon request 




Scientific expert relationship management and engagement platform 

Upon request 


Kipu Health 


  • Patient profile 

  • Lead nurturing 

  • Marketing campaigns 

  • Insurance verification

Upon request 


PlanPlus Online 


  • Digital sales assistant 

  • Dashboards 

  • Client profiles 

  • Process builder 

  • Lead management 

Starts at $385 per 5 user per month


OperaDDS (sepcialized platform for dental offices) 


  • Paperless forms 

  • Confirmations and Reminders 

  • Reviews 

  • Team chat 

  • Email marketing 

Pricing structure for individual features / All features priced at $299 per month 

About LeadSquared 

LeadSquared’s HIPAA-compliant healthcare CRM helps organizations improve patient care, increase revenue, and streamline operations. Trusted by leading care providers like FormHealth, Ennoble Care, Manipal Hospital, Practo, and more, LeadSquared helps track patient data, manage leads, and automate sales processes. LeadSquared also offers a variety of integrations with other healthcare software, such as EHRs and practice management systems.  

“We’ve roughly doubled the amount of leads we’re able to manage. A lot of that is due to the time-saving factor of working with LeadSquared. We’re able to cut down our turnaround time responding to inquiries and reach out to and communicate with many more leads.” 

Tamara Young, Director of Marketing, Psyche 

Research Methodology 

healthcare crm features – survey participants

The study comprises of participants from leading healthcare organizations in the United States.

  • 512 small enterprises (0 to 49 employees) 
  • 12 medium enterprises (50 to 249 employees) 
  • 9 large enterprises (more than 250 employees) 


The individuals were spread across Marketing, Operations, Intake, Sales, Admissions/Administration, Management, and IT functions. 


Varying from Managers, Senior-Managers, VPs, Directors, all the way up to C-Level. 

Survey method: 

Face-to-face interview, email, telephony conversation, zoom meetings.  


How can healthcare CRMs improve patient care beyond administrative tasks?

Utilize data for better patient care. Healthcare CRMs can analyze patient data to identify trends, predict potential health risks, and personalize treatment plans. This data-driven approach can improve preventative care and overall patient outcomes.

How can we ensure the chosen CRM meets data privacy regulations like HIPAA?

Prioritize HIPAA compliance. Choose a healthcare CRM vendor like LeadSquared that prioritizes compliance with HIPAA (Health Insurance Portability and Accountability Act) regulations. Look for features like role-based access controls and robust security protocols to safeguard sensitive patient information.

How to ensure our existing patient data can be integrated with the new healthcare CRM?

Prioritize data migration. Choose a healthcare CRM that offers seamless data migration tools or services to import your existing patient data securely and efficiently. This ensures a complete patient history within the new system, maximizing its functionality and avoiding data silos.

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