CRM in Healthcare: Vertical Markets Spotlight

DestinationCRM, April 04, 2023, By Phillip Britt

While CRM technology is used in many similar ways across a lot of industries, in healthcare there are special considerations due to the Health Insurance Portability and Accountability Act (HIPAA), a federal regulation that protects sensitive patient health information and limits what information doctors can share and with whom. HIPAA also requires special data storage and communications safeguards to ensure that patient data is protected from hackers. CRM systems have a special role to play in this very volatile and regulated market.

The global healthcare CRM market, which research firm IMARC Group valued at $13.9 billion in 2022, is expected to grow at a compound annual rate of 12.7 percent through 2028.

Healthcare organizations use CRM solutions to manage customer-related processes, including comprehensive patient management, dashboards and reporting, caregiver management, communication tools, appointment scheduling and automated reminders, and a lot more. CRM systems record patient information, such as medical histories, office visits, prescriptions, medical bills, etc., into a holistic profile. Some offer proactive support to patients, caregivers, and loved ones. They are widely used across all kinds of healthcare operations, from the largest hospitals, clinics, diagnostic centers, pharmaceutical manufacturers, and health insurance providers to small practices with just one or two practitioners.

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