crm IN HEALTHCARE

8/7/2019 crm IN HEALTHCARE

1/12

CRM in Healthcare


2/12

Healthcare trends in Middle-Easty Small but increasing population of the aged with rising life

expectancy

y Lifestyle and Chronic Diseases such as Obesity and Diabetes

y Increasing usage of private healthcare or facilities abroad

y Mandatory employer paid Comprehensive Health Insurance forexpatriates

y Tighter Regulatory framework and Implementation of Standardsand Best practices

y

EMR ( Electronic Medical records) and PHR ( Personal healthRecords)

y Standardized framework for Care provider and practitionercredentialing

y Policy Automation


3/12

Electronic Medical Records

EMR

Insurance

Shared EMR

Hospital-Internal

PrescriptionManagement

InsuranceCompany

Authorization/Payment

Hospital

Online charge

Pharmacy

Hospital

Logisticsprovide

Hospital X

Hospital Y

Regulator

Patient

Doctor

NurseAdmin Staff


4/12

Increasing Demand for Connectivity

Personal Health Records

Type Scope Sample Contents Target

Mini Medical

Record

Provides access to a subset ofinformation stored in theofficial medical record

Chart summary, medication list,allergies, problems, lab results

ProviderOrganizations

Personal MedicalRecord

Traditional medical recordsinformation plus personal/familyhistory not typically included

Plus personal/family history,radiology/cardiology results,office visits, faxed input

ProviderOrganizations &Sponsors

PersonalManagement

Record

Captures patient data through

guided entry to target personal

health risks

Guided input and disease-focused

health behavior and lifestyle risks

(e.g., nutrition)

Consumers

Personal DiseaseManagement

Focuses on health informationpertinent to managing a chronicillness

Status flow sheets based onelectronic diary and/or home

monitoring devices, care

management protocols

Consumers, Payers,Providers, DiseaseMgmt

PersonalEmergency

Record

Enables access to health info inan emergency when officialmedical records are not available

Medications, allergies, blood type,

emergency contact information,

insurance, living will, donor status

Consumers


5/12

Healthcare Marketing

is Changing

y Hospitals are moving from mass advertising to targeted

direct marketing.

y Competition is going to be fierce.

yHow and why do people choose a hospital?

y Doctors used to be the target of marketing but has changed

to direct to consumer.

y Hospitals are developing customer outreach databases and

are using traditional direct marketing techniques.y Different offers, creative and techniques are used in direct

mail/email to attract prospects to the facility.


6/12

Healthcare marketing is Consumer

marketing!

y Patient acquisition: How do I get more patients coming to

my facilities?

y Patient retention: How do I get my patients continuing to use

my facilities?y Patient winback: How do I bring back patients who havent

using my facilities for some period of time?

y New Movers: How do I attract prospective patients in my

facilitys footprint?y The business acronyms may be different but the goals are the

same.


7/12

Direct marketing and online counseling

Prospect receives

Offer by mail/emailMay go directly

to physician for evaluation of

symptoms, etc.

Related clinical service

delivered at hospital

Online automated

counseling


8/12

Key Solution Sets for Healthcare

A Quick Win Strategy

Call Centerfor Patients/Internal

helpdesk

Online Self-

service withPersonal Healthrecords andOnlineCounseling

Integration ofInsurance/TPAInterface andEMR to CRMand MobileAccess

Directmarketing andpredictivetargeting


9/12

Siebel CRM for Healthcare

Siebel Healthcare Base Applications

Siebel Sales:Individual, Small & Large Group

Siebel Marketing:Target Consumers, Groups,

Siebel Service:Patients, Employees

Siebel Healthcare Self-Service Solutions

Siebel Customer Portal

CRM HCM and

SchedulingEMR HIS ERP and

Financials

Claims

Integration using Fusion MiddlewareIntegration using Fusion Middleware

Siebel Healthcare Analytics and Hyperion EPM

Executive DashboardsSales Dashboards

Service DashboardsMarketing Dashboards


10/12

Oracle Policy Automation

Or cl licy li g t ti

Oracle Policy

Modeling

Oracle Web

Determinations

Oracle Determinations

Engine

Oracle Determinations

Server (SOA)

CRM, Portal

R, ERP

Middleware / Native Web Services /

Java / .NET

Other

Database

Oracle Policy Automation Connector

for Siebel

Oracle Policy Automation Connector

for SAP JCo


11/12

Policy Automation integration with

Siebel CRM


12/12

Conclusion

crm IN HEALTHCARE

Documents

Transcript of crm IN HEALTHCARE