Medical Daycare scales with Healthcare Provider CRM solution

Company Type: Medical Daycare Provider
Industry: Healthcare
Sub-Industry: Healthcare Provider / Pediatrics
Products Purchased: monday.com CRM

 The Challenge

A specialized medical daycare provider (Medical Daycare Provider) for children with complex needs, required a robust, scalable, and HIPAA-compliant CRM to replace their legacy system, Pipedrive. The legacy CRM lacked the advanced reporting capabilities necessary to support their growth, particularly for their leadership team, which relies heavily on data-driven decision-making.

Beyond reporting limitations, Medical Daycare Provider faced significant operational hurdles:

• Workflow Fragmentation: They needed to manage referral operations across two distinct regions in addition to maintaining visibility into parent/guardian contact information and referring providers and facilities.
• Data Complexity: Managing the relationship between patient intake, deal tracking, and referral sources was difficult, creating a risk of duplicate records and poor visibility into patient histories.
• Data Migration: Transitioning a large volume of historical data from their legacy CRM required a high-performance solution that could handle 32,000+ records without disrupting operations.

The Solution: Healthcare Provider CRM Solution on monday.com

By implementing CopperHill’s Healthcare Provider solution on monday.com, Medical Daycare Provider was able to move away from rigid, legacy processes and embrace a flexible, easy-to-use CRM tailored to their specific operational needs.

Streamlined Data Architecture

To eliminate duplicate entries and ensure data integrity, the team moved away from a simple one-to-one "patient-as-a-deal" model. Instead, the Healthcare Provider Solution maintains a data model that links unique patient records to deals. This allows the organization to track readmissions without data redundancy. Additionally, they configured:

• Parent/Guardian Linking: Patient records now include automated creation of linked parent/guardian records. This allows communication campaigns to be targeted effectively while maintaining the parent’s contact information as the primary point of communication.
• Facility Hierarchy: A relationship was established to connect referring facilities provider groups and hospital systems in a parent-child hierarchical manner, providing better visibility for referral reporting. Additionally, individual referring providers could be linked to one or many facilities for better accuracy.

Automated Workflow and Lead Conversion

The team developed a custom lead-to-patient conversion automation that addressed the unique requirements of their two-region operations:

• Full Activity History: Through advanced workflow automation, the platform now maintains the full activity history from the initial lead stage through the deal/patient stage, ensuring continuity of care and communication.
• Assignment Rules: Automatic assignment rules were implemented to ensure the right staff members manage leads, reducing manual intervention.

Advanced Analytics and Scalability

With monday.com, Medical Daycare Provider transitioned from limited visibility to advanced, data-driven analytics. Custom formulas and dashboards now track key metrics that were previously unavailable, including:

• Average age of a lead
• Average days to convert a lead
• Average duration of a deal

Outcome

Medical Daycare Provider now utilizes a centralized, HIPAA-compliant system that scales with their business. By shifting their implementation process to include comprehensive solution design workshops rather than relying solely on static templates, they have ensured that their technology stack is purpose-built to handle complex pediatric-specific workflows. Today, their team is effectively leveraging monday.com not just for referral management, but as a dynamic tool for reporting and long-term scalability. 

For more information about our monday.com and healthcare expertise, please contact us.