Customer Relationship Management (CRM) is an Epic activity that allows our facility to record and manage all types of customer service calls and communications. The CRM Navigator is where the user enters specific details about the source and topic of the customer service communications, easily tracks contact information, records detailed descriptions of issues and resolutions, and routes CRM messages to other staff members for follow up.

Resources

The following resources provide information on Customer Relationship Management functionality.

General Resources

  • How to use Customer Relationship Management (CRM) - (Handout) CRM allows users to communicate and document communication regarding non-medical issues outside of a patient’s medical record. This tip sheet provides an overview of the CRM workflow.

  • Searching for a CRM - (Handout) Users can search for both in-process and resolved CRMs using a variety of criteria.

  • Using Letters in CRM - (Handout) CRM Letters may be created and saved as drafts to allow editing prior to printing.

  • Departmental Follow Up for Complaints and Grievances - (Handout) When a complaint or grievance is received, Office of the Patient Experience staff create a CRM documenting the complaint or grievance, and then route the CRM to the appropriate department. Routed CRMs appear in departmental CRM In Basket folders. It is the department’s responsibility to address the complaint or grievance, document the steps taken, and route the CRM back to the Office of the Patient Experience.

  • Creating Quick Resolution Buttons - (Handout) Users can create Quick Resolution buttons for resolution reasons that they use frequently. With just one click, these buttons resolve a CRM with a specified resolution directly from the closed Route/Resolve section.

Departmental and Role-Specific Resources

  • CRM for Access Facilitation - (Handout) Access Facilitators use CRMs to communicate between departments regarding issues related to access.

  • CRM for Code Green Events - (Handout) Safety and Security staff members initiate CRMs to document Code Green events, then route them to the appropriate Team Lead for further documentation. The Team Lead completes the clinical documentation, then routes the CRM to the appropriate pool to be resolved by the Nursing Practice Leader for BHS or designee.

  • CRM for Death Tracking - (Handout) ATC staff members use CRMs when they are notified by a provider/staff member that a patient has passed away in house.

  • CRM for HMO Insurance Referrals: Referral Specialists - (Handout) HMO Referral Specialists receive CRMs created by Registration and Scheduling staff. After completing their workflow, they may route the CRM back to Scheduling staff so that the encounter can be scheduled.

  • CRM for HMO Insurance Referrals: Registration and Scheduling Staff - (Handout) Registration and Scheduling staff members create HMO Insurance Referral CRMs, then route them to HMO Referral Specialists to be worked.

  • CRM for Information Desk Staff: Validating Clergy Visitors - (Handout) Information Desk staff create CRMs to document visits to patients from members of the clergy.

  • CRM for Joint Office for Compliance (JOC) - (Handout) Joint Office for Compliance (JOC) staff members use CRMs to document Audit Trail activity, information related to reported privacy violations, and information related to reported HIPAA breaches.

  • CRM for the Office of the Patient Experience (OPE) - (Handout) Frontline staff members in the Office of the Patient Experience (OPE) create a CRM when a complaint or grievance is received from a patient or family member. The CRM is routed to a Patient Relations Specialist, who reviews it and takes necessary follow-up steps, including routing the CRM to the department with which the complaint or grievance is concerned. After the department completes its follow-up actions, the CRM is routed back to the OPE to be resolved.

  • CRM for Safety and Security - (Handout) Safety and Security staff members use CRMs to document after-hours visitors.

  • CRM for Schedule Variance Tracking - (Handout) When a scheduling variance is identified or perceived to be outside of “ideal” scheduling or check-in times, a CRM is created to document the variance and outcome.

  • CRM for Self-Pay Initiative: Financial Counseling - (Handout) Financial Counseling staff members receive CRMs from Scheduling staff via the CRM In Basket folder.

  • CRM for Self-Pay Initiative: Scheduling - (Handout) Scheduling staff members use CRMs to communicate with Financial Counseling and HCBAP.

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