Skip to main content

Healthcare CRM

Deliver secure, streamlined service for patients, partners, and employees.

What is a healthcare CRM?

CRM is customer relationship management. While CRM can take many forms, in this context, it means technology that helps healthcare organizations deliver secure, streamlined customer service. It is a software platform you can use to manage interactions between patients, providers, vendors, and employees. Ultimately, the goal of healthcare CRM is to create better patient and employee experiences with personalized customer service while maintaining HIPAA compliance.

Customer relationship management technology helps organizations develop better patient relationships. The right tool streamlines the way you capture and track patient data across touchpoints. You can centralize your data from appointment history, EHRs, medical devices and more so your team can deliver more personalized care, faster. It can also help patients help themselves, with automated appointment reminders and secure interactions with chatbots to get answers to common questions.

Why is this important? Patient satisfaction is linked to clinical outcomes. Satisfied patients are more likely to comply with their provider’s medical regimens, continue using medical care services, and maintain relationships with specific providers compared with unsatisfied patients. A CRM can help transform patient and employee experiences for the better.

Healthcare CRM software features

Patient information management

Healthcare CRMs help providers and medical staff manage appointments, confidential documents, co-pays, prescriptions, and more. When a patient goes to the ER, the physicians on staff might not have access to the full medical records – that can slow down treatment. Not having the right information can make a long wait even longer for a patient, and keep providers from providing the best care possible. With the right tech stack, you can connect patient data across systems and unify communications between the entire care team. That way, nurses and doctors from other parts of the organization can communicate with each other more effectively.

With centralized case management, providers can use streamlined communication tools within the CRM to work seamlessly across distributed care systems. This is particularly helpful for resolving billing issues.

A good CRM should be designed for agility so your team can modify to meet your unique needs. It brings together siloed data from across your organization to maximize efficiency. And, a CRM allows you to provide support across multiple channels, like email, chat, phone and text, so patients can reach you whenever and wherever they need to.

Reporting and analytics

Healthcare CRMs let you easily analyze and share your data securely. You can use pre-built dashboards or design your own to create customized reports. Then, you can share reports with others in your organization You can also set security levels based on user roles. With custom reports, you’ll see trends in ticket volume, missed appointments, top help center content, and more.

9 best medical CRMs


Zendesk Healthcare CRM

Image credit

Zendesk Support Suite is a complete customer service solution that brings together all of your favorite tools in one place. With Zendesk, healthcare organizations get a 360 view of each patient to deliver more personalized support and care. Zendesk also empowers your team with streamlined communication tools – work seamlessly across distributed and specialized care teams and payer networks.


  • Real-time customer analytics
  • Powerful integrations
  • Help centers
  • Unified agent workspace
  • AI-powered automation answers
  • Custom agent roles and permissions
  • Conversation routing based on agent skill
  • Integrated community forums
  • Customizable and shareable analytics dashboards
  • Industry-leading ticketing system
  • Omnichannel support: messaging across web, mobile, email, social, SMS, and live chat

Is it HIPAA compliant?

Yes, Zendesk can be made HIPAA compliant.


HIPAA CRM Healthcare CRM

Image credit

HIPAA CRM is a cloud-based software solution. As with other CRMs, this tool allows you to connect your team and share data on one platform. According to HIPAA CRM, you also get reporting capabilities and task management tools.


  • Customizable dashboards
  • Group calendars
  • Contact management
  • Call center CRM

Is it HIPAA compliant?



Bitrix24 Healthcare CRM

Image credit

Bitrix24 is a CRM that offers a suite of collaboration, management, and communication tools. According to Bitrix 24, it is an online workspace that enables users to capture leads, create invoices and manage contacts within the CRM.


  • Video calls and conferences
  • Telephone, chat, and contact forms
  • Time tracking
  • Cloud storage
  • Workflow automation

Is it HIPAA compliant?

Bitrix24 uses Amazon Web Services (AWS) to host data in the US or EU. AWS maintains HIPAA certification.

PlayMaker Health

PlayMaker Health Healthcare CRM

Image credit

Designed to help with analytics and marketing, PlayMaker Health is an option for home health providers and hospice care. It offers market insights for acquiring new patients and referral profiles.


  • Cloud based SaaS
  • Executive dashboards and reports
  • Referral profiles
  • Marketing and sales capabilities

Is it HIPAA compliant?

PlayMaker Health offers HIPAA compliance.


PatientPop Healthcare CRM

Image credit

PatientPop is a CRM platform for private clinic. It helps providers and clinics set up optimized websites to generate leads. It allows patients to book online, and has options for automated appointment reminders and cancellations.


  • Metrics dashboards
  • Automations
  • Patient intake and payments
  • Telehealth
  • Mobile app

Is it HIPAA compliant?


Salesforce Health Cloud

Salesforce Health Cloud Healthcare CRM

Image credit

Salesforce Health Cloud is a CRM platform that provides a complete view of the patient. According to the company, it can bring together clinical and non-clinical patient information including medical history, health conditions, and communication preferences.


  • Configurable and secure platform
  • 360-degree view of the patient
  • Referral tracking
  • Payment management
  • Marketing and sales

Is it HIPAA compliant?

Salesforce Health Cloud can be made HIPAA compliant.

What are the benefits of CRM in healthcare?

  • Automate time-consuming tasks like appointment reminders and rescheduling
  • Include payers in the workflow for any pre-approvals required and to help ensure coverage in order to prevent potential issues after the appointment
  • Connect and understand key patient information from the EHR and other systems to create a holistic view of the patient’s health, empowering staff to deliver fast, personal support
  • Enable patients to pre-register for routine checkups online before the visit, providing any updates to the existing information in their patient records

Medical CRM FAQs

Why Zendesk for a healthcare CRM?

With Zendesk, healthcare organizations can deliver more secure, streamlined service to patients and employees. Our flexible and open solution can be deployed quickly and easily adapts to your unique needs.

The Zendesk for Healthcare approach

You’ll get a 360 degree view of each patient to create better experiences. Zendesk’s platform allows you to integrate key data from across your healthcare organization so your team can spend less time finding information and more time helping patients. Zendesk is an all-in-one solution that lets you expand your support channels, integrate your favorite tools, easily build custom dashboards, and more.

We know quality care takes an entire team, so Zendesk makes it easier for you to work together. Collaboration tools let you work seamlessly with specialized and distributed teams to deliver best-in-class care. And, you can find valuable insights about what drives patient satisfaction and outcomes with powerful analytics tools.