EP17 From CRM to PRM: The Future of Patient Relationship Management - Kevon Kothari (Certify Health)

Join us as we explore the strategic implementation of Customer Relationship Management (CRM) systems in healthcare with Kevon Kothari, President and CEO of Certify Health. In this episode, Kothari discusses how CRM tools can transform patient engagement through workflow automation and effective communication strategies. He highlights real-world applications in post-surgical care and chronic disease management, demonstrating how these systems improve patient outcomes and operational efficiency. Kothari addresses implementation challenges, including staff adoption and data integration issues, while offering insights into measuring success through targeted KPIs. Learn about the evolution of CRM into Patient Relationship Management (PRM) and the potential impact of AI in enhancing healthcare delivery. Discover how healthcare organizations can leverage these technologies to create personalized patient journeys while reducing costs and improving satisfaction across various clinical settings.

Key Takeaways

• AI is primarily about operational efficiency rather than a revolutionary change.
• CRM systems must be designed with specific KPIs and patient engagement strategies in mind.
• Staff engagement is crucial for successful CRM implementation.
• Data integration from disparate systems is a significant challenge in CRM adoption.
• Patient engagement cannot be achieved without staff buy-in and training.
• The success of CRM systems is measured differently based on their intended use case.
• Independent practices may adopt CRM solutions more readily than larger health systems.
• Emerging technologies like AI and mobile solutions hold promise for enhancing patient care.
• Remote patient monitoring is still an emerging category in healthcare.
• A clear purpose is essential for the effective use of technology in patient

Episode Highlights

00:00 Show Opening
01:37 Meet our Guest - Kevon Kothari
02:57 Understanding CRM in Patient Engagement
04:58 Real-World CRM Success Stories
08:21 Overcoming Operational Challenges in CRM Integration
11:32 Staff and Patient Engagement Dynamics
13:06 Mesaure Success and ROI of a CRM
17:37 Adoption Trends in CRM Across Healthcare
20:44 The Future of Technology in Healthcare
23:57 The Role of Remote Patient Monitoring
27:10 Closing Thoughts on CRM and Patient Care

Guest: Kevon Kothari, President, Certify Health
Host: Gregg Malkary - Spyglass Consulting Group
Cohost: Keith Washington - Companions in Courage Foundation
Sponsored by: Simplifi Medical & Storage Systems Unlimited
Audio/Video: Tim Jones - Health Nuts Media
Marketing: Josh Troop - Troop-Creative
Learn More at: www.beyond-blueprint.com