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Choosing the Right CRM for Laboratory Outreach
By Michael J. Hiltunen, MBA, MT(ASCP)

While clinical laboratory leaders may be aware of the concept of Customer Relationship Management (CRM), it can be difficult to distinguish one CRM solution from another in terms of the value such a system can provide to operations. In general, CRM refers to strategies and technologies designed to help organizations manage and analyze customer interactions and data throughout the consumer lifecycle, with goals of improving customer and prospect relationships, assisting in customer retention, and driving sales growth.

CLICK HERE to read about how as service reimbursements continue to grow stricter and competition escalates, laboratory outreach programs must go above and beyond the basics in providing individualized, customer-centric service in order to flourish.


Do You Know . . .
What the acronym MACRA refers to? How about MIPS and AMPs?

CLICK HERE to read more about how in 2015, former US Health and Human Services Secretary Sylvia Burwell made the historic announcement of the agency's intent to shift 90% of fee-for-service (FFS) payments to quality and cost measures within a few years. MACRA is part of this push toward pay-for-performance, also called value-based reimbursement, and gaining an understanding of MACRA's impact on clinical labs is certainly worthwhile. Along with MIPS and AMPs, these service models represent the future of healthcare and their influence will be wide ranging.


Editor’s Pick


The Impact of PAMA on Laboratory Outreach
Suzanne Carasso, MBA, MT(ASCP)

CLICK HERE to read about The Impact of PAMA on Laboratory Outreach by Suzanne Carasso, MBA, MT(ASCP). Suzanne discusses how the Protecting Access to Medicare Act (PAMA), passed in 2014, is expected to influence clinical lab operations in the near future.



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