<s>
Healthcare	B-Application
CRM	I-Application
,	O
also	O
known	O
as	O
Healthcare	O
Relationship	O
Management	O
,	O
is	O
a	O
broadly	O
used	O
term	O
for	O
a	O
Customer	O
relationship	O
management	O
system	O
,	O
or	O
CRM	O
,	O
used	O
in	O
healthcare	O
.	O
</s>
<s>
Service	O
automation	B-Application
automates	O
the	O
provision	O
of	O
services	O
and	O
the	O
delivery	O
of	O
healthcare	O
to	O
individual	O
patients	O
,	O
and	O
is	O
a	O
key	O
component	O
of	O
Telehealth	O
and	O
Digital	O
Health	O
.	O
</s>
<s>
A	O
Healthcare	B-Application
CRM	I-Application
shares	O
the	O
underlying	O
components	O
and	O
structure	O
of	O
other	O
CRMs	O
This	O
includes	O
communication	O
automation	B-Application
and	O
analysis	O
across	O
email	O
,	O
telephone	O
,	O
and	O
social/internet	O
mediums	O
.	O
</s>
<s>
Likewise	O
,	O
newer	O
CRM	O
entrants	O
provide	O
software-as-a-service	O
platform	O
and	O
are	O
hosted	O
in	O
the	O
cloud	O
(	O
see	O
Salesforce.com	B-Application
and	O
Keona	O
Health	O
)	O
.	O
</s>
<s>
Healthcare	B-Application
CRM	I-Application
and	O
all	O
automated	O
communication	O
must	O
meet	O
government	O
security	O
and	O
privacy	O
standards	O
.	O
</s>
<s>
Healthcare	B-Application
CRM	I-Application
service	O
automation	B-Application
focuses	O
on	O
the	O
provisioning	O
and	O
delivery	O
of	O
services	O
to	O
patients	O
.	O
</s>
<s>
Through	O
service	O
automation	B-Application
,	O
patients	O
are	O
supported	O
across	O
multiple	O
channels	O
for	O
self-scheduling	O
,	O
communication	O
,	O
facilitate	O
intake	O
and	O
registration	O
,	O
navigation	O
,	O
care	O
coordination	O
with	O
remote	O
monitoring	O
,	O
and	O
other	O
patient-driven	O
service	O
coordination	O
.	O
</s>
<s>
The	O
goal	O
of	O
healthcare	O
contact	O
center	O
automation	B-Application
in	O
healthcare	O
is	O
to	O
increase	O
quality	O
,	O
decrease	O
cost	O
,	O
and	O
track	O
key	O
performance	O
indicators	O
(	O
KPI	O
)	O
.	O
</s>
<s>
Because	O
so	O
many	O
health	O
issues	O
have	O
the	O
potential	O
of	O
providing	O
health	O
and	O
safety	O
risk	O
,	O
a	O
variety	O
of	O
clinical	B-Application
decision	I-Application
support	I-Application
(	O
CDS	O
)	O
tools	O
are	O
needed	O
to	O
help	O
maintain	O
safety	O
.	O
</s>
<s>
The	O
goal	O
of	O
scheduling	O
automation	B-Application
is	O
to	O
reduce	O
scheduling	O
errors	O
and	O
improve	O
the	O
provider	O
and	O
patient	O
experience	O
with	O
smooth	O
visits	O
,	O
while	O
reducing	O
costs	O
.	O
</s>
<s>
Scheduling	O
automation	B-Application
typically	O
works	O
by	O
embedding	O
visit	O
criteria	O
into	O
the	O
software	O
and	O
removing	O
the	O
underlying	O
complexity	O
from	O
the	O
view	O
of	O
the	O
end-user	O
.	O
</s>
<s>
This	O
automation	B-Application
allows	O
centralization	O
of	O
scheduling	O
functions	O
without	O
forcing	O
standardization	O
(	O
i.e.	O
</s>
<s>
The	O
goal	O
of	O
intake	O
and	O
registration	O
automation	B-Application
is	O
to	O
make	O
registering	O
with	O
a	O
provider	O
by	O
a	O
patient	O
easier	O
and	O
smoother	O
.	O
</s>
<s>
Location-based	B-Application
services	I-Application
assist	O
in	O
locating	O
the	O
closest	O
provider	O
,	O
navigating	O
to	O
the	O
appointment	O
,	O
and	O
can	O
also	O
facilitate	O
in	O
emergency	O
services	O
to	O
the	O
client	O
’s	O
location	O
.	O
</s>
<s>
The	O
goal	O
of	O
messaging	O
automation	B-Application
is	O
to	O
maintain	O
professional	O
standards	O
,	O
automate	O
next	O
steps	O
and	O
reminders	O
,	O
and	O
reinforce	O
care	O
advice	O
and	O
health	O
education	O
while	O
lowering	O
the	O
communication	O
burden	O
on	O
users	O
.	O
</s>
<s>
Messaging	O
automation	B-Application
in	O
a	O
Healthcare	B-Application
CRM	I-Application
includes	O
HIPAA	O
compliant	O
secure	O
messaging	O
over	O
email	O
,	O
fax	O
,	O
SMS	O
,	O
and	O
web	O
chat	O
.	O
</s>
<s>
The	O
goal	O
of	O
remote	B-Application
patient	I-Application
monitoring	I-Application
is	O
to	O
supplement	O
remote	O
care	O
with	O
remote	O
data	O
collection	O
and	O
also	O
to	O
incorporate	O
alerts	O
for	O
better	O
care	O
,	O
health	O
,	O
and	O
safety	O
of	O
patients	O
.	O
</s>
