7 Best CRM Systems For Hospice

7 Best CRM Systems For Hospice, Created on

May 22nd, 2023 by mvega

One of the most essential tools that hospice care providers can use is a customer relationship management (CRM) system. A CRM system is a software application that helps organizations manage their interactions with current and potential customers.

Hospice care is a specialized type of health care that provides comfort and support to patients with terminal illnesses and their families. Hospice care providers face unique challenges and opportunities in managing their relationships with patients, caregivers, referral sources, payers, and regulators. To succeed in this competitive and complex industry, hospice care providers need to leverage technology that can help them streamline their operations, improve their quality of care, and grow their business. The three best that come to mind in terms of their capabilities are: 

1. Best overall: Local CRM 
2. Best CRM designed for Interoperability: Hummingbird 
3. Alora Home Health Best CRM Easy to Use: Alora Home Health

If you are a hospice or palliative care provider, you know how challenging it can be to manage your patients, referrals, appointments, billing, documentation, and communication. You need a software system that streamlines your workflow and improves your quality of care. You need Local CRM.

Local CRM is a software system that helps you track your patient’s health history, preferences, caregivers, referrals, appointments, billing, documentation, and communication. It also aids in integrating with electronic health records (EHR) and other tools to share data and information across different platforms and avoid duplication or errors.

Here are some of the features:

• HIPPA Compliant
• EHR integration
• Referral management
• Patient management
• Billing and documentation
• Appointment scheduling and reminders
• Mobile access

Rating: 

Pricing

Local CRM offers various packages at different price points. For more information about its services, contact info@LocalCRM.com.

The best part about the pricing is that you only pay for how much you need.

Pros	Cons
Various integration capabilities. It is HIPPA-compliant for Hospice Safety. It features appointment scheduling, patient management, and mobile access.	Limited integration option with other tools, such as social media and e-commerce platforms.It can be challenging for document customization.

Hummingbird is a web-based CRM software that helps hospice and palliative care providers manage their patients, referrals, appointments, billing, documentation, and communication. Hummingbird was developed by Mumms Software, a company that has focused on hospice and palliative care for over 30 years.

Here are some of the features:

• Referral management
• Fully automated NOE and claims submission and tracking
• Interactive dashboards
• Flexible customization
• Built-in databases (Physician and facility NPIs, CBSA rates and codes, physician fee schedules, ICD10, and medications)

Rating: 4.0/5 (Capterra Rating)

Pricing

To get the whole experience of Hummingbird, the price starts at $349. 

Pros	Cons
Developed by a company focused on hospice and palliative care. Features automated NOE and claims submission It has built-in database	There is no free trial or freemium option. It can be buggy at times and not user-friendly for a surveyor. There are glitches in some reporting, causing frustration task delays and errors.

Alora Home Health is an intuitive cloud-based CRM platform designed to help home health and hospice agencies quickly and efficiently manage their patients, referrals, appointments, billing, documentation, and communication. 

Alora Home Health is a product of Alora Healthcare Systems, which has offered software solutions for home health care and hospice since 2005. Their expertise enables them to provide highly customizable and intuitive products that help improve care delivery.

Here are some of the features:

• Offline charting
• Payroll and billing integration
• Electronic visit verification
• Quality assurance module
• OASIS analyzer

Rating: 4.6/5 (Capterra Rating)

Pricing

Pricing depends on users or patients. The pricing model starts at $295/per month.

Pros	Cons
Offline charting.Payroll and billing integration.Quality assurance module.	Missing features/feature quality: scheduling, notes, charts, lists, and databasesThe faxing feature is quite expensive and doesn’t go straight into the chartNotification settings are standard; vital information has been lost or overlooked.

Wellsky Home Health is the most widely used software in home health, with a 99% client retention rate. It is designed to help you increase your efficiency, grow your profit, improve your communication, and coordinate your care.

Wellsky Home Health helps you streamline your intake, scheduling, documentation, quality assurance, billing, and reporting processes. The intuitive mobile app allows you to easily check Medicare eligibility, create physician orders, update the plan of care, and document patient visits.

Here are some of the features:

• Point-of-care documentation
• Revenue cycle management
• Patient referral management
• OASIS scrubbing
• Clinical decision support

Rating: 3.4/5 (Capterra Rating)

Pricing

Wellsky Home Health is available for purchase starting at $800.

Pros	Cons
Streamlines scheduling and documentation Features OASIS scrubbing and clinical decision support One-time purchase of software.	Some users experienced difficulties with billing and claims processing.Some users wished for more training and guidance on using the software.Some users found the software expensive compared to other options.

MatrixCare helps you streamline patient management and collaboration across different settings and stakeholders. Using the intuitive mobile app, you can quickly check Medicare eligibility, create physician orders, update the care plan, and document patient visits.

MatrixCare is not just software but a partner that supports your growth and success. You can access training and certification programs, customer support, billing and coding services, interoperability solutions, and more. MatrixCare is also part of a diversified care network that can provide solutions for other care settings with one single log-in.

Here are some of the features:

• Care coordination across settings
• Mobile app for clinicians and caregivers
• Business intelligence and analytics
• Hospice-specific workflows and forms
• Patient engagement portal

Rating: 4.3/5 (Capterra Rating)

Pricing

They are on the pricier side, with costs starting at $2000. Contact them today to get an estimated cost for their services.

Pros	Cons
IDG collaboration centerIntelligent medication profileSeamless CAHPS integration	The Comprehensive Plan of Care can be cumbersome to update and requires a physician’s order.The software does not have a rating or review on G2 or Capterra.

Axxess Hospice is a cloud-based software solution custom-built by hospice experts for hospice professionals. It is designed to help you deliver the best possible care to your patients while supporting your business’s growth and success.

Axxess Hospice is not just software but a partner who cares about your mission and vision. To learn more, you can request a demo or contact them today.

Here are some of the features:

• IDG collaboration center
• Shift scheduling for continuous care
• Intelligent medication profile
• Seamless CAHPS integration
• Axxess training and certification program

Rating: 4.0/5 (Capterra Rating)

Pricing

Pricing starts at $1200, which can be deployed on the cloud. 

Pros	Cons
Custom-built by hospice experts who have worked in the field.CHAP verified and ACHC certified.CMS network service vendor ensures quicker payment.Integrations with pharmacy benefit managers and clinical information exchange services.Single sign-on, cloud-based solution.	Unorganized user-interface. Expensive compared to similar software offers.

Careficient is a comprehensive and flexible software that can help you manage your staff, patients, referrals, billing, reports, and more. It is designed to improve your productivity, efficiency, compliance, and revenue.

Careficient allows you to store and access all your staff information, such as payroll, territory assignments, compliance requirements, and license expiration dates. You can also schedule and track visits, verify eligibility, create and send invoices, and manage collections. Careficient also integrates with other systems and services, such as telephony, EDI, HIPAA-compliant messaging, and clinical information exchange.

Here are some of the features:

• Real-time eligibility verification
• Automated authorization tracking
• Customizable clinical forms and reports
• Telephony system for visit verification
• HIPAA-compliant messaging center

Rating: 4.7/5 (Capterra Rating)

Pricing

The pricing range starts from $995. The pricing model is not available publicly. Contact them to get a quote. 

Pros	Cons
Real-time eligibility verification.Customizable clinical forms and reports.Friendly, helpful, and open to questions in customer service.	Authorization setup is not linked to the actual service code being billed until it is scheduled, and if the schedule is wrong, there is a risk of utilizing more of one service code than authorized. Payroll in Careficient must be processed before you can cut checks in ADP. The software has some limitations in billing and tracking cert periods, and the EMR keeping is weak.

Hospice CRM stands for customer relationship management. It is a software system that helps you keep track of your patients, their health history, their preferences, their caregivers, their referrals, their appointments, their billing, their documentation, and their communication.

Hospice CRM helps you provide better care for your patients by

• Improving your referral management. You can capture and track more referrals from different sources, such as physicians, hospitals, nursing homes, or online platforms. You can also follow up with them and convert them into patients.
• Enhancing your patient management. You can access and update patient records, schedule and confirm appointments, verify visits, document care plans, monitor outcomes, and communicate with patients and caregivers.
• Streamlining your billing and documentation. You can generate and submit claims to insurance companies or government agencies like Medicare or Medicaid. You can also automate your invoicing and payroll processes. You can also create and store electronic forms and documents like OASIS or 485s.
• Integrating with other tools. You can connect your hospice CRM with other software systems, such as EHR or EMR. This way, you can share data and information across different platforms and avoid duplication or errors.

CRM software can help hospice providers improve efficiency, productivity, and profitability by streamlining their workflow, automating tasks, and delivering a smooth and consistent client experience. It can also help hospice providers enhance their quality of care by providing them with insights into their clients’ needs, preferences, and satisfaction.

CRM software can offer several advantages for hospice providers, such as:

• Saving time and money by reducing manual work and errors.
• Increasing revenue and profitability by optimizing workflow and billing.
• Improving customer service and satisfaction by providing personalized and professional care.
• Enhancing quality of care and outcomes by monitoring client progress and feedback.
• Growing business and reputation by attracting new clients and referrals

CRM software can also have some disadvantages for hospice providers, such as:

• Costing money to purchase, install, maintain, and update
• Requiring training and support to use effectively and efficiently
• Facing technical issues or glitches that can disrupt operations or compromise data
• Lacking customization or integration with other tools or platforms that hospice providers use
• Violating privacy or security regulations if not compliant with HIPAA or other standards

CRM practices are essential for hospice and palliative care providers to improve their efficiency, productivity, revenue, and customer satisfaction. However, not all CRM practices are appropriate or legal for hospice care. Here are some CRM practices that hospices should avoid:

• Misrepresenting or exaggerating the services or benefits of hospice care to potential patients or referral sources. This can lead to false or fraudulent claims, patient dissatisfaction, and regulatory violations.
• Offering or accepting any inducements, kickbacks, bribes, or rewards for referrals or admissions. This can violate the Anti-Kickback Statute, the False Claims Act, and other laws prohibiting improper financial relationships between healthcare providers and referral sources.
• Soliciting or pressuring patients or families to enroll in hospice care when they are not eligible or ready can compromise the patient’s autonomy, dignity, and quality of life and expose the hospice to legal risks and penalties.
• Slandering or disparaging other hospice providers or competitors to gain an unfair advantage. This can damage the reputation and trust of the hospice industry and harm the patient’s choice and access to quality care.

Hospice providers should follow ethical and legal standards when conducting CRM activities and ensure that their marketing messages are accurate, honest, respectful, and compliant with their industry’s regulations and guidelines.

CRM stands for customer relationship management. The software system helps hospice and palliative care providers manage their patients, referrals, appointments, billing, documentation, and communication. CRM plays a vital role in hospice care by

• Improving referral management. CRM helps hospice providers capture and track more referrals from different sources, such as physicians, hospitals, nursing homes, or online platforms. CRM also helps hospice providers follow up with referrals and convert them into patients.
• Enhancing patient management. CRM helps hospice providers access and update patient records, schedule and confirm appointments, verify visits, document care plans, monitor outcomes, and communicate with patients and caregivers.
• Streamlining billing and documentation. CRM helps hospice providers generate and submit claims to insurance companies or government agencies, such as Medicare or Medicaid. It also helps hospice providers automate their invoicing and payroll processes and create and store electronic forms and documents, such as OASIS or 485s.
• Integrating with other tools. CRM helps hospice providers connect their CRM with other software systems, such as EHR or EMR. This way, they can share data and information across different platforms and avoid duplication or errors.

CRM helps hospice providers improve their efficiency, productivity, revenue, and customer satisfaction by streamlining their workflow and improving their quality of care.

The cost of a Hospice CRM software depends on various factors, such as:

• The features and functionality of the software
• The number of users, patients, or features that the software supports
• The pricing model of the software provider
• The level of customization, integration, or support that the software requires

Some standard pricing models for Hospice CRM software are:

• Subscription-based: The software provider charges a monthly or annual fee based on the number of users, patients, or features the software supports.
• Per-user: The software provider charges a fee for each user who accesses the software.
• Per-patient: The software provider charges a fee for each patient enrolled in the software.
• Per-feature: The software provider charges a fee for each feature that the software offers.

The cost of Hospice CRM software can range from a few hundred dollars to several thousand dollars per month, depending on the factors mentioned above.

Choosing a Hospice CRM software is an important decision that can affect the success of your hospice business. To select the best Hospice CRM software for your business, you should consider the following things:

• Features and functionality: You should look for Hospice CRM software that offers the features and functionality to manage your patients, referrals, appointments, billing, documentation, and communication. Some standard features you should look for are referral management, patient management, scheduling, visit verification, billing, documentation, EHR integration, communication tools, reporting and analytics, security and compliance, mobile access, and customer support.
• Pricing and value: You should look for Hospice CRM software that offers a fair and transparent pricing model that fits your budget and expectations. Some of the expected pricing models are subscription-based, per-user, per-patient, or per-feature. You should also compare the value that you get from each Hospice CRM software by considering the return on investment (ROI), the total cost of ownership (TCO), the customer lifetime value (CLV), and the customer satisfaction score (CSAT).
• Reviews and testimonials: You should look for Hospice CRM software with positive reviews and testimonials from other users with similar needs and goals. You can find reviews and testimonials on various platforms, such as websites, blogs, social media, forums, or online directories. You should also ask for references or case studies from the Hospice CRM software providers to learn more about their success stories and best practices.

CRM is not limited to any specific industry. It can be used by any business with customers or potential customers who want to build and maintain strong relationships with them. However, some industries use CRM more than others because of their specific needs and challenges. Some of the other industries that use CRM are:

• Agriculture: CRM can help farmers and agribusinesses manage their crops, livestock, suppliers, distributors, and customers. 
• Consulting: CRM can help consultants and firms manage their projects, clients, contracts, invoices, and referrals. 
• Travel and tourism: CRM can help travel agents and tour operators manage bookings, reservations, itineraries, tickets, vouchers, and commissions. 
• HR management: CRM can help managers and recruiters manage their candidates, employees, payroll, benefits, and performance.
• Call center: CRM can help call center agents and managers manage their calls, emails, chats, and tickets. 

CRM is safe for hospice and palliative care providers if they use it properly and comply with their industry’s laws and regulations. However, CRM is not safe for hospice and palliative care providers if they misuse it or violate the rules and regulations that govern their industry. Some of the risks and challenges of using CRM for hospice care-

• Misrepresenting or exaggerating the services
• Offering or accepting any inducements
• Soliciting or pressuring patients
• Slandering or disparaging other hospice providers  to gain an unfair advantage