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Improving Patient Engagement During Check-In: Using Mobile Tech in Your CRM

You’re perhaps trying to make patient engagement a major focus this year after receiving recent complaints about being unable to properly communicate medical information. While maybe you’ve improved in some areas, the check-in process for patients may still have numerous problems.

It’s true that checking in for medical appointments can become an extremely protracted process due to complex insurance procedures. This doesn’t include your own requirements, which may require filling out numerous forms or conducting tests.

For a first-time patient, this can become a confusing part of their visit, especially when requiring up to 15 minutes or half-an-hour to fill out every form. All this does is create delays in seeing the doctor and slowing down waiting times for all other patients.

The solution to making check-in more organized is using a healthcare CRM, which has easy use on any mobile device. When shared with patients, many check-in procedures get done faster, including before the appointment takes place.

24 Hours Before the Appointment

When your patient uses an app connecting with your CRM, they’ll receive all information necessary for insurance. With contact features being a central part of the best CRM platforms, almost all forms go directly to patients electronically.

Now they can answer all insurance questions the day before they visit your facility. You don’t need staff sending these manually either since it’s easy to do through an automated process.

All your new patients can receive necessary insurance papers at the same time, or at set times you deem more strategic. Likewise, they’ll be able to send the forms back to you in real-time. Processing occurs immediately so the patient doesn’t have to arrive earlier the next day.

Sending Health Information

For your existing patients, it’s just as easy to send pertinent health information to them they need to know. Whether it’s sending info on prepping for a test, or information on their last health report, patients aren’t in the dark if they haven’t visited you in a long time.

What makes this better is the patient has capability to make changes to any personal information so you prevent any errors in your EMR. They can do this on their phone at home so they won’t waste time correcting data at the check-in desk.

New patients could benefit from you texting them info on what to expect when they arrive to your facility. Doing so makes their first check-in a more pleasant experience thanks to knowing about every procedure in advance.

HIPAA Documentation

Adhering to HIPAA is extremely important for your own welfare to avoid regulatory fines. Your CRM helps keep you compliant, yet it’s important to take part in this during patient check-ins.

Sending HIPAA documentation in advance before check-in lets those visiting you check the data you have on them. As a cooperative effort, getting patients involved in assuring their own data is correct helps save you from having to answer to a later error that violates regulations.

Sending Surveys Before Check-in

You always need feedback to help get the most out of the analytics your healthcare CRM provides. Sending health surveys before the patient checks in helps you be able to glean data so you quickly change procedures to suit individual needs.

Since feedback tools work in real-time, you’ll have extra time to find out what your patients expect of you. Now you can end just making assumptions.

When patients know you’re looking out for them during check-in, it’s only going to nurture more loyalty and assure they stay with you.

At HealthGrid, our CRM is a leader in the healthcare industry for improving communication with patients through every medical step.