Custom Healthcare CRM System for Enhanced Patient and Client Relationship Management

The client faces difficulties in effectively serving and managing customer interactions due to reliance on generic CRM solutions that are either too feature-heavy or financially impractical. Manual processes hinder efficiency, and existing tools lack tailored features for healthcare-specific data handling and communication, leading to suboptimal customer service and operational inefficiencies.

A mid-sized health insurance provider seeking to streamline its customer account management, communication, and document sharing processes through a tailored digital CRM platform.

• Develop a custom CRM system to enable insurance agents to create and manage customer accounts efficiently.
• Digitize the lead and customer management process to improve accuracy and accessibility.
• Implement communication, task scheduling, and document sharing functionalities to streamline agent workflows.
• Ensure the system is HIPAA-compliant to securely handle protected health information.
• Deploy a standalone, web-based application hosted on the company's private server to ensure data security and control.
• Increase operational efficiency and customer satisfaction by providing an intuitive, user-friendly interface.

• Account creation via online form filled by potential customers or manual entry by agents, capturing demographic and healthcare-specific data.
• Assignment of leads to agents by managers, with status indicators such as 'Open', 'Contacted', 'Converted', 'Lost'.
• Communication module supporting scheduling, logging, and sharing of emails, calls, and documents with leads and customers.
• Notification system to alert agents about new accounts, tasks, and updates via interface and email.
• Dashboard views for managing accounts by categories—Leads, Opportunities, Contacts—with advanced search and filtering capabilities.
• Comprehensive account details including contact info, healthcare identifiers, health plan info, primary care physician, medication, notes, documents, and interaction history.
• Reporting tools providing key metrics such as success percentages, monthly lead/case counts, and pipeline statuses.
• Integration capacity for customer support modules to access and record support interactions with customer data retrieval.

• Customer support system integration for automated caller identification and support interaction logging
• Email and communication tools for notifications and correspondence
• Secure data storage conforming to healthcare industry standards (HIPAA compliance)

• HIPAA compliance for handling protected health information
• Data security measures including user consent, least privilege access, password rotation, and auto-logout after inactivity
• System performance capable of supporting real-time notifications and document uploads
• Scalability to accommodate increasing user and data volumes over time

The custom CRM aims to improve operational efficiency by streamlining lead and customer management workflows, reducing manual data entry, and enhancing communication channels. It is expected to increase lead conversion rates and customer satisfaction, with measurable improvements such as higher success percentages, increased monthly lead and opportunity counts, and efficient account handling—all achieved within a six-month development timeline.