CRM and Healthcare: What’s on One CIO’s Agenda

I was recently introduced to “Life as a Healthcare CIO,” a blog by Dr. John Halamka, CIO at Boston’s Beth Israel Deaconess Medical Center. Dr. Halamka uses his blog to share his hands-on perspectives on health system infrastructure, applications, policies, management, governance, and more.

In a recent post, Dr. Halamka wrote about the uncertainty of healthcare policy and healthcare IT regulations that surround the upcoming presidential election. He speculated on what a shift in administrations might mean for the industry. Citing an informal poll, Dr. Halamka listed some likely changes. Among these were consolidations within healthcare IT, as some vendors face declining market share, and reduced spending by health systems and hospitals on costly EHR implementations in the face of shrinking margins caused by the transition from fee-for-service to value-based models. 

Despite this uncertainty, Dr. Halamka argues that innovation must continue for the good of the industry. As he highlights the greatest challenges, he’s said he’s also closely monitoring companies that are working hardest to overcome them. One of those innovation challenges, a “customer relationship management platform that supports care management”, certainly resonates with our team – we’re far along that path with our CRM-powered Health360 population health solution. 

Adding credence to Dr. Halamka’s POV is a recent KLAS report, “Healthcare CRM 2015,” which predicted that CRM adoption in healthcare is poised for acceleration. The report makes it clear that population health management (PHM) is key to driving that growth, particularly as more health systems and hospitals confront the urgency of shifting to value-based models. We know about this sense of urgency – as well as the importance of PHM, and this is something we considered when we made this functionality, especially Care Coordination, central to our Health360 solution.

I am looking forward to more insights from Dr. Halamka and, in particular, to connecting with him about CRM and its innovative application in healthcare.

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