Did you know that there was a 8.4% increase in healthcare data breaches in 2024 compared to the previous year? Upon reviewing the HIPAA Journal, we found that the Office of Civil Rights (OCR) reported nearly 725 data breaches.

According to data, more than 133 million records went out into the public without consent or authorization from their rightful owners. What’s more disturbing is that within the first half of 2024, the data breaches came to 387 in total, according to HIPAA Journal.

That’s an 8.4% increase compared to 2023 and a 9.3% increase compared to 2022. It’s no wonder that healthcare providers are increasingly turning to HIPAA compliant CRM systems and other software.

While offering personalized care and client support is important, so is responsibly using and protecting patient information. A comprehensive CRM system with HIPAA compliant features helps you do that. We’ll go into detail about the top systems and which may be the best fit for your business but the top two we generally recommend are Hubspot and ActiveCampaign. 

And, that’s the focus of this article: to share with you the latest in the healthcare CRM system market. From the leading CRM software to highlighting the key features that make a CRM suitable for healthcare.

What is a Healthcare CRM System?

Take it this way: a healthcare CRM system is a comprehensive software that consolidates all the virtual interactions with your clients in a single platform. It is a specially designed software system that helps healthcare providers and medical institutions manage patient relationships.

Although it meets the definition of a typical CRM – managing customer and prospect data to track interactions and drive growth through business intelligence – a healthcare CRM is more.

It is designed to meet the specific needs and standards of the healthcare industry. And that includes, HIPAA compliance. However, we’ll get to that later. For now, let’s look deeper into what a healthcare CRM system really is in the context of healthcare services.

Healthcare CRM Systems 101

A Customer Relationships Management (CRM) system allows a business to manage its interaction and relationships with the customers. However, the best CRM software for healthcare industry does that and more.

This includes maintaining a robust security framework to keep all patient information secure. Whether consolidation for cloud storage or exchange between healthcare entities, a compliant healthcare CRM ensures information safety at all stages and instances.

The Typical Features

It usually has a list of features which include appointment scheduling, automated appointment reminders, follow-up reminders, billing, payment tracker, patient communication, and other features.

For instance, imagine having to send a text message to every patient with an upcoming appointment to make sure they show up. Now imagine a software does that for you without you even having to instruct it to do so.

It’s one thing doing such tasks manually and an entirely different thing when an automated software does them for you without any manual intervention. That’s what a healthcare CRM does along with other responsibilities.

It also offers communication channels so you can engage with your patients. With a healthcare CRM system, you can chat with clients through a dedicated customer support channel. More importantly, a comprehensive CRM system will allow you to manage social media engagement through a single platform.

Furthermore, there are data analytics tools to analyze these interactions with your patients. That way, you get insights into what your clients prefer, so you can offer them personalized care. Here’s a quick breakdown of what a healthcare CRM software brings to the table:

• Finding new patients
• Generating tickets
• Sending e-prescriptions
• Online reputation management
• Sending appointment reminders
• Unifying communication channels
• Creating educational online resources
• Following up for missed appointments
• Tracking medical records and prescription data
• Secure personal information and medical record sharing

However, these software systems store and process patient information to help you do so. That calls for stringent data privacy and information security measures. But how do you know that your healthcare CRM system is suitable for use?

Nearly all healthcare CRM systems in the US must comply with the regulatory standards which includes the Health Insurance Portability and Accountability Act, last updated as of 2020.

What is HIPAA-Compliant Software?

Today, it is the responsibility of individual patients as much as it is of the healthcare providers they seek to manage sensitive information using the right software. A software, such as a CRM, must meet the strict requirements of HIPAA.

It ensures that the software can keep sensitive data safe from unauthorized access and prevent theft or data loss. But what exactly is HIPAA compliant software? Let’s start with HIPAA first.

What is HIPAA?

The Health Insurance Portability and Accountability Act (HIPAA) of 1996 is a regulation that the United States government set forth in order to protect medical information and other PHI. The goal was to prevent unauthorized disclosure of sensitive info or sharing without patient’s consent.

Fast forward to 2024 and the latest updates being talked about will soon come into effect during 2025. HIPAA has four main “Titles”, which are basically sections in a detailed reform highlighting the privacy rules.

It’s the standards that all healthcare entities, like healthcare plans, providers, and institutions, must meet. This ensures that a facility or organization is capable of handling patient info responsibly without risking unauthorized disclosure or loss through fraud or theft.

What Are the Main Objectives of HIPAA?

Wrapping your head around the detailed regulatory framework can be a bit difficult, especially with all the technical and legal jargon laying across the pages. We’ve simplified it for you here:

The Privacy Rule

This rule discusses who can or cannot access the PHI of patients. If so, under what circumstances and why. As a result, this allows the patient’s health information to flow appropriately to and from entities for the purpose of delivering quality healthcare.

The Security Rule

Furthermore, the security rule imposes safety standards on the use, storage, and management of patient information. It sets clear guidelines on who are the “authorized” persons that can access electronic PHI (ePHI).

For a healthcare CRM system, this HIPAA rule means it must have certain capabilities like data encryption, secure user access controls, authentication processes, and comprehensive access controls (among others).

The Breach Notification Rule

The HIPAA code also makes it mandatory for healthcare entities to notify patients of any actual or potential data breaches through a timely notification. While this mostly happens in the case of inadequately secured PHI, clear communication protocols should be in place. It informs that entities must report certain types of breaches directly to the Department of Health and Human Services (HHS).

Understanding HIPAA Compliance in Healthcare CRM Software

Now, let’s turn back to what makes software HIPAA compliant. With HIPAA compliance, software maintains the privacy and security of all entities involved in the healthcare industry. It regulates the flow of information and communication between patients and health service providers.

In simple words, a HIPAA compliant CRM makes sure that throughout the digital journey of a client, all the sensitive information remains secure and protected. Moreover, this includes various touch points from social media platform engagement to health e-commerce.

This type of software makes sure that all companies and entities in a healthcare environment exchange medical records through secure channels. More importantly, they’re doing so with the consent and knowledge of the patients or rightful data owners.

If, for example, your practice fails to comply with HIPAA regulations, there could be serious consequences. The violation of HIPAA standards can lead to hefty fines and penalties.

In serious cases, it can even lead to over 10 years in prison. And that is one of the main reasons why healthcare organizations must implement robust HIPAA compliance measures.

It allows them to achieve operational efficiency while maintaining strict data handling procedures. On the other hand, it gives patients and clients peace of mind, knowing their information is safe and secure.

What Features Make a Software HIPAA Compliant?

A typical healthcare CRM solution will have numerous features. But for responsible practices, it is important to know which are CRM-native features and which are specifically designed for HIPAA compliance.

This distinction can not only help you and your team to make informed decisions, but also keep processes smooth and clients satisfied. To begin with, there are 9 crucial HIPAA compliance features you should keep on your checklist when actively searching for a capable CRM for your practice.

1. Secure Communication Channels

One of the first features to look for is secure communication between related parties. The platform should allow secure messaging between providers, patients, insurance companies, and labs.

2. Notifications and Security Alerts

Another important feature is that the CRM should be able to detect potential security breaches. Furthermore, it should have automated notification features to send alerts to both the patients and authorized parties about unusual activity.

3. Centralized Data Management

A HIPAA compliant CRM must have a secure centralized database to manage all health information. This includes all medical history, prescriptions, lab results, etc.

4. Confidentiality Measures (Encryption, Access Controls, etc.)

The most important features relate to confidentiality measures. A healthcare CRM system that complies with HIPAA standards will have the latest data encryption protocols in place. Moreover, it will have access controls and audit trails to keep a check on who accesses what information, when, and why.

5. Strong Data Backup

A critical component that makes a HIPAA compliant CRM highly optimal for use in healthcare practice is data backup. A capable CRM solution will regularly back up data to a secure location. This prevents data loss in case of system failures or natural disasters.

6. Access Restrictions

Access restrictions allow healthcare providers to limit data availability to professionals in the practice. This entails who accesses PHI depending on their roles and permissions in the CRM.

7. Task Automation Capabilities

Thanks to artificial intelligence and machine learning capabilities, the latest HIPAA CRMs can automate routine tasks. For instance, reminders about upcoming appointments or following up with patients who have missed appointments. Many practices also use CRMs to send out automated patient surveys and other forms as well.

8. Verified Third-Party Integration

To understand this feature better, take this scenario: you already have an electronic health record system and billing system. Then, you decided to have an automated appointment scheduling system.

But now that you understand the benefits of having all of these functions in one place – through a CRM – you realize consolidating these features will help. For that reason, the latest CRMs offer third-party integration tools to let you keep using the systems you prefer in one platform.

9. Scalability Functions

Lastly, scalability features are important for a healthcare practice when using a compliant CRM. Scalability means the users can easily grow or change CRM operations based on the progress of their healthcare organization.

Top 10 HIPAA Compliance CRM Software for Healthcare Providers

Now that you understand the importance of a healthcare CRM system and HIPAA’s role in it, it is time to choose the right solution for your practice. We gathered the top 10, highly rated CRM solutions that are suitable for healthcare providers and organizations.

1. HubSpot 

Hubspot recently announced they are now HIPAA compliant. The HubSpot CRM has a user-friendly interface and comes with a range of tools that fit the needs of most healthcare organizations. It is also one of the most highly rated HIPAA compliant CRM solutions. It is because HubSpot incorporated features like data encryption, audit trails, secure user access, access controls/restrictions, and data analytics.

Most users turn to the secure data storage and multi-layered data encryption facilities in HubSpot’s CRM. The main focus of this CRM is on marketing and sales, but it’s unlike a typical CRM you will find on the internet. It offers a feature called Business Associate Agreement (BAA) which helps in making sure all involved parties are HIPAA-compliant.

Pros

• Intuitive user interface
• Integration tools
• Customization features
• Dedicated support

Cons

• Relatively expensive for smaller practices
• In order to gain access to the HIPAA compliant version you need a higher tier plan
• Sophisticated features might require training or hiring of a Hubspot consultant to help you manage. 

 

2. ActiveCampaign

ActiveCampaign remains one of the highly popular healthcare CRM systems. The platform has advanced automation features which make reminder scheduling and personalized messaging easier. Moreover, you will find a comprehensive suite of tools on ActiveCampaign’s platform.

It has robust compliance tools and integration facilities. That way, you can keep using the existing automation systems from a single platform. It also boasts data analytics and specialized features like patient segmentation. What’s better is that all of it is available in adherence to the strict HIPAA standards.

Pros

• Powerful automation features
• Data analytics
• Robust Patient segmentation
• BAA facilities

Cons

• Lots or features which translates to a somewhat complex user interface. Getting setup properly may require working with an ActiveCampaign Certified Consultant
• Advanced features available only in high-tier plans
• Price is partially dependent on the number of contacts you have and can get costly for smaller practices with lots of patients.

3. Salesforce Health Cloud

Salesforce Health Cloud is yet another remarkable CRM system available to healthcare organizations and institutes. It meets all the necessary HIPAA standards and regulations like data encryption, data security, and audit trails. It is an all-in-one healthcare CRM with comprehensive tools for patient management.

It’s like having a single platform in your organization to replace all existing data handling systems. In fact, you can even share and access patient records between entities using the latest encryption protocols. Moreover, it offers you secure communication channels with chat features for various platforms along with advanced data analytics.

Pros

●        Highly customizable

●        Powerful security features

●        Extensive integration

●        24/7 support

Cons

●        Complex set up

●        Involves a steep learning curve

●        Might require additional investment in IT infrastructure

4. Zoho CRM

Zoho CRM is a flexible and scalable healthcare CRM system. It has extensive features that will make it easier for your practice to grow with organizational changes. You can easily acquire new patients and offer personalized care to the existing ones using flexible patient management capabilities.

However, you should know that Zoho CRM is not pre-designed to be HIPAA compliant. But that shouldn’t stop you from using its state-of-the-art CRM features. You can integrate robust data security features using compliance tools. Then, there’s also the option to utilize BAA facilities to maintain HIPAA compliance.

Pros

●        Budget-friendly

●        Customizable

●        Suitable for small and medium-sized practices

●        Flexible information management

Cons

●        Complex integration capabilities

●        Limited features in low-tier plans

●        No pre-built HIPAA compliance

5. Microsoft Dynamics 365

Microsoft Dynamics 365 is also a comprehensive CRM solution for healthcare companies. It is a versatile CRM solution that works for businesses across various industries. This includes automobile, finance, IT, and healthcare. The software is a HIPAA compliant CRM with BAA facilities as well.

It has a long list of features and compliance tools. However, the most noticeable features for your healthcare organization would be the security functions and data handling capabilities. You can customize features to suit your needs and further optimize workflows for smoother operations.

Pros

●        Swift integration with Microsoft products

●        Customization options

●        Robust data security features

●        Mobile apps for convenience

Cons

●        Relatively expensive

●        Requires strategic implementation

●        Requires additional customization

6. Zendesk CRM

Zendesk is also among the leading CRM solutions, especially for marketing and healthcare. It is a sophisticated platform that will offer you a range of benefits, helping you streamline operations. For instance, it integrates electronic health records (EHR) with a feature-rich record management system.

You can easily share, store, and process sensitive information without having to worry about unauthorized access. And that is thanks to strong security features. However, the automated billing and data analytics with reporting features make it stand out.

It’s important to mention that despite the extensive range of features and tools that this healthcare CRM system offers, you will still have to configure it for HIPAA compliance. Thankfully, there’s a security feature which serves as a compliance tool to help you configure it.

Pros

●        Advanced EHRs for patient information management

●        Automated scheduling and billing capabilities

●        Flexible communication tools

●        Advanced data analytics and reporting

Cons

●        High-cost plans for advanced features

●        Might require additional investments

●        Difficulty in confuring for HIPAA compliance

 

7. HIPAA CRM

This one here is a HIPAA compliant CRM for the healthcare industry. But what makes it so, besides the name? It has an electronic medical record system that is exclusively for healthcare providers and entities involved in sharing and exchanging relevant PHI.

It has stringent security protocols in place to keep accountability and regular checks on who access critical patient ePHI. There are customizable features that allow users to configure access controls for medical staff to limit viewership, access, and modification of patient information through a centralized platform.

Pros

●        Automated workflows and task authorization

●        Comprehensive reporting features (also automated)

●        Advanced data analytics features

●        Secure patient information storage

Cons

●        Might require specialized software facilities for installation

●        Complex data migration processes

●        Expensive initial setup because of hardware requirements

8. Monday.com

You will find Monday.com in most of the online lists for the best CRM software for healthcare industry. And surprisingly, it is not even HIPAA compliant in its standard design. The platform is a versatile CRM solution without any limits on what type of business can or can’t use it.

As a healthcare provider or institute, you can configure the platform to meet HIPAA’s strict standards. However, you will have to subscribe to the enterprise plan for enhanced security features like two-factor authentication (2FA) and single sign-on (SSO). Remember, these features are extremely important for secure healthcare CRM operations..

Monday.com’s healthcare CRM system offers workflow automation with next-gen process management tools. Furthermore, you can get the business associate agreement (BAA) facilities through the enterprise plan. The most popular features you will find on this platform includes appointment scheduling, patient surveys, and personalized communication.

Pros

●        Patient information tracking

●        BAA documentation and reporting

●        Comprehensive audit trails and logs

●        Extensive customization options

Cons

●        Requires detailed configuration for healthcare needs

●        Limited integrations

●        Per-user pricing models

9. Insightly

Insightly has been a popular choice as a HIPAA compliant CRM for healthcare providers. It is designed for healthcare organizations, institutes, and professionals. Since it has built-in HIPAA compliance features, it is an extremely suitable choice if you’re looking for a well-rounded CRM solution.

The platform has robust data security features. You will have two-factor authentication facilities which will lead to secure logins. On top of that, you will find solid data encryption features in place on the Insightly CRM platform.

All the information, ranging from PII to ePHI, goes through secure and verified channels. As a result, you and your clients will have peace of mind that the information is safe from unauthorized access. Moreover, the platform offers task management and automated reporting features, so you can achieve performance improvements.

Pros

●        Advanced workflow automation and security features

●        Customizable information fields and record management

●        Efficient task management and reporting capabilities

●        Availability of mobile applications

Cons

●        Limited freemium model

●        No specific modules for patient management and insurance billing

●        Additional costs for customer service and marketing modules

 

10.Freshworks

Last on our list is Freshworks, another HIPAA compliant CRM. The developers behind this healthcare CRM system aimed to help entities comply with the US health privacy law. These entities include you as a healthcare provider, hospitals, clinics, and the expansive healthcare networks.

Freshworks has cutting-edge features that make HIPAA compliance easy for users across the board. It also integrates with other HIPAA-covered entities to maintain secure information sharing, which also includes safe medical record storage.

Furthermore, Freshworks’ healthcare CRM system comes with customizable access controls and breach notifications. You can set automated alerts for potential breaches and similar issues. Moreover, it is fairly easy to restrict access to sensitive data using Freshworks.

Pros

●        Strong data encryption protocols

●        Centralized data hub for easier management

●        Configurable access control features

●        More affordable

Cons

●        Limited customer support

●        Limited integrations

●        Moderate user-interface

Benefits of Using HIPAA-Compliant CRM Software

Finding the right HIPAA compliant CRM software is a challenge. However, there are vital benefits to incorporating a capable system into your healthcare practice. Most of these enterprise applications come with data analytics features.

Using those, you can analyze interactions and engagement with patients and clients. It gives insights into what clients like, for example, in terms of social media content.

Furthermore, these analytics can help practices reach out to new patients for offering personalized care. But that’s not all, there are more benefits to a healthcare CRM system.

1. Better Patient Engagement

Through a compliant CRM, you can engage with patients more effectively. It allows you to manage interactions through a streamlined channel which makes personalization easier. You can communicate effectively knowing the chats and messages are secure. Additionally, these CRM solutions let providers automate reminders about appointments and follow ups. This can increase patient satisfaction as well.

2. Streamlined Workflows

Another great advantage of a compliant CRM is that it can optimize processes by automating routine tasks. Like the appointment reminders, for example. Instead of accidentally missing out a patient or two when sending reminders, automated features ensure all messages reach their respective recipients on time, with personalized messages. This not only increases patient satisfaction and engagement, but also reduces operational costs.

3. Enhanced Data Security

The most critical benefit of a HIPAA compliant CRM is that it protects sensitive information from unauthorized access, theft, or fraud. There are features like data encryption for secure messaging and information sharing. Moreover, access controls and restrictions limit who can access PHI. In addition to that, there are regular audits and audit trail capabilities that increase accountability in CRM operations.

4. Increased Operational Transparency

Using a CRM adds transparency to operations in a healthcare institute and dealings between healthcare entities. There are capabilities called audit trails which give a comprehensive report on who accessed, modified, shared, and retrieved data. These features include timestamps and additional info for transparency, ensuring accountability throughout operations.

5. Personalized Treatment and Medical Care

After implementing HIPAA compliant CRM, a healthcare provider can offer more personalized care and timely medical services to patients. CRMs are integrated with various data sources to gather relevant health information of patients and clients.

This gives a complete overview of the patient’s medical history and active treatments or medicinal interventions. Using this data responsibly and ethically, you, as a healthcare provider, can offer personalized medical care.

6. Scalability and Adaptability

Your healthcare organization or institute will not remain the same. It will grow, acquire new patients, and expand its offerings whether in terms of services or location. In these cases, you need a HIPAA compliant CRM that can scale with your changing organization. A capable CRM helps you do that while ensuring data security and compliance with stringent HIPAA regulations in relevant jurisdictions.

Frequently Asked Questions About HIPAA-Compliant CRM Systems

What Should I Consider When Choosing a HIPAA-Compliant CRM?

Some of the factors for choosing the right HIPAA compliant CRM include compliance, cost, features, support, and security updates.

Can Non-HIPAA Compliant Software Become Compliant?

Yes, non-HIPAA compliant software can become HIPAA compliant. However, it is a challenging task because it requires users make significant changes to the software architecture, including the security features. While various processes of a CRM can meet HIPAA standards to become compliant, engineering pre-designed software architecture might impact usability and functionality.

How Often Should I Audit Our HIPAA Compliant CRM?

The official website of HIPAA Journal shared a comprehensive checklist for conducting audits of HIPAA compliant CRMs. However, the general guideline is to conduct an audit once every year.

What Are the Costs Associated with HIPAA-Compliant CRM Software?

Most healthcare practices subscribe to enterprise plans of the leading healthcare CRM systems like HubSpot and ActiveCampaign which can cost from a few hundred dollars to a few thousand dollars.

On the other hand, developing a proprietary healthcare CRM system for your practice can cost around a few thousand dollars to over one-hundred thousand dollars. However, that’s a rough estimate and actual figures can vary significantly depending on your requirements and operations.

Choosing the Right HIPAA Compliant CRM System for Your Practice

Whether you are aiming to grow your healthcare practice or offer more personalized experiences to clients, selecting the right CRM will help. More importantly, a HIPAA compliant CRM will help you do that through secure and protected processes.

A comprehensive CRM solution will have automation features and a HIPAA compliant one will have all the processes and features in line with the HIPAA regulations. We discussed the 10 best CRM software for the healthcare industry above.

You should know that a handful of them have built-in HIPAA compliance features while others can become HIPAA compliant through modifications and integrations. Therefore, you should assess your needs and determine which CRM will work best for you.

Once you choose a healthcare CRM system, go over what makes software HIPAA compliant. Check to see if it’s already HIPAA compliant with the right features. If not, find out whether you can modify it to use. It is a vital decision that helps healthcare practices offer personalized care and grow while adhering to industry standards. And if you still aren’t sure which CRM software is best for your practice, there are CRM and Marketing Automation Consultants who can help you evaluate and choose the best tool for your practice.