How Providers Can Capture The Dramatic Increase Of Demand For Behavioral Health Services
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How Providers Can Capture The Dramatic Increase Of Demand For Behavioral Health Services

Today, hospitals and healthcare systems are being presented with heightened demand for behavioral health services. This has made them forge partnerships to deliver exceptional care to caregivers and patients, handle both challenges and opportunities to increase capacity, identify opportunities for digital innovation, and leverage tools to assess their facilities and capabilities. With all these rapid changes happening, behavioral health facilities now need to advance their strategies at a rapid pace. Healthcare CRM software can be used to streamline the operations of health providers and improve outcomes for patients.

The COVID-19 pandemic has highlighted the chronic under-funding of mental health. Before the pandemic, countries were spending as meager as 2 percent of their national health budgets on mental health. The pandemic has caused a huge surge in the demand for mental health services: isolation, anxiety, loneliness, bereavement, loss of income, insomnia, stress, and increased levels of alcohol and drug use. In other words, the COVID-19 pandemic has interrupted almost all essential mental health services around the globe when they were needed the most.

According to recent data by the Centers for Disease Control and Prevention (CDC), one in four in the age group of 18-24 years seriously considered suicide in the past 30 days in the United States in 2020. This translates to approximately 82.5 million young men and women across the United States. Furthermore, 40 percent of U.S. adults reported issues with substance use or mental health in the prior 30 days. According to an analysis by McKinsey, COVID-19 is likely to result in a 50 percent increase in the prevalence of behavioral health conditions.

Behavioral health problems such as stress, anxiety, and depression were widespread even before the COVID-19 crisis, constituting one of the leading causes of diminished well-being and exacting an enormous toll in the form of reduced productivity, increased healthcare costs, and absenteeism. According to research, depression and stress lead to physiological changes, such as endocrinal, metabolic, and inflammatory shifts, that are predictors and markers of disease.

To ensure efficiency and safety, healthcare organizations are investing in platforms such as CRM (Customer Relationship Management) that focus on engagement, insights, and collaboration. For instance, Enquire CRM software can help you engage and streamline patients across their treatment journey. The CRM software provides a series of opportunities to improve the operational model of behavioral health facilities and other healthcare organizations through different functional capabilities such as:

  • Patient access and contact center
  • Benefits verification
  • Robust reporting, dashboards, and analytics
  • EHR integration
  • Bed and/or service scheduling
  • Assessment and form management and automation
  • Document management
  • Provider and payer access portals
  • Task management and guided workflows
  • Centralized referral management
  • Gather, aggregate, and analyze data
  • Patient data/profiles
  • Marketing/communication outreach ex. emails, social media, landing pages
  • Contact center – Picking up phones, live chat, etc.
  • Healthcare organization/Behavioral health facility census management

Customer Relationship Management encompasses a series of techniques, processes, and technologies that enable commercial and non-commercial organizations to identify, collect, interpret, analyze, and track information. This information (in the context of the customers of organizations) is then used to operational and general business intelligence and enhance the experience of consumers. It is also leveraged to set about the processes of improving sales referral capture and delivering better support and service to customers.

CRM software can also be used to identify new opportunities for service delivery and patient care. These opportunities can range from identifying those patients who should be targeted for special care to establishing which patients on a provider’s roster are more likely to benefit the most from a specific procedure or service. At the operational level, a healthcare CRM can help behavioral health providers and healthcare organizations improve their internal processes and operations.

In today’s times, healthcare CRM software offers a complete suite of tools for patient management to create and manage appointments and log prescriptions, notes, and other information relevant to each patient. It can also be leveraged to communicate with existing patients and prospects and make smart and better decisions through customizable dashboards and visualizations. The healthcare CRM software also facilitates interoperability and integration with existing systems and tools and eliminates the need for duplicate data entries.

CRM software in healthcare industry applications aggregates a wide range of multiple sources of information such as patient interactions with health provider websites and/or contact centers, patient demographics, and other relevant data with a predefined purpose to create a comprehensive profile of the patient. In the context of healthcare providers, CRM is all about improving the current treatment regimens and enhancing the satisfaction, trust, and convenience that patients can expect to receive while interacting with their health providers.

Enquire CRM emphasizes on leveraging an experience-design-first approach. This streamlined model of behavioral health helps in facilitating holistic care through innovative digital channels. Want to know more about Enquire CRM for behavioral health facilities? Schedule a demo now.

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