Zoho CRM for Hospitals and Multi-Specialty Clinics in Kerala

Yes. We configure Zoho CRM to capture patient enquiries from your website contact form, health helpline (with call logging), WhatsApp Business, doctor referral contacts, and insurance company patient referrals into one pipeline. The source and the type of enquiry — OPD appointment, second opinion, health check package, or international patient treatment — is tagged on every record. The patient relations team has a single view of all open enquiries, their source, and their follow-up status.

We configure a patient journey tracking module where each intra-hospital department referral is recorded against the patient record. The referring department, the referred department, the reason, and the status are stored on each referral. The patient relations team and the department heads can see the patient's full journey across departments. When a department is running a long referral queue, it is visible on the dashboard. When a patient who was referred two weeks ago has not yet been seen by the referred department, an escalation flag appears.

Yes. We configure a pre-authorisation workflow in Zoho CRM — when a patient with insurance is confirmed for an admission or procedure, a pre-auth request record is created with the insurer or TPA, the procedure details, the estimated cost, and the pre-auth status. Reminders go to the billing team before pre-auth expiry dates. Approved limits are recorded and visible to the billing team during discharge. Outstanding pre-auth submissions per insurer and per department are visible on a dashboard — preventing billing delays that come from missed TPA follow-ups.

International patients are managed in a separate pipeline in Zoho CRM — from Initial Medical Query → Medical Records Review → Treatment Plan Sent → Travel and Visa Coordination → Arrival → Treatment → Follow-Up. The patient's country, referring doctor or facilitator, treatment category, and estimated cost are on the record. Automated communication sequences go to international patients at each stage — appointment confirmations, pre-arrival preparation checklists, and post-treatment follow-up. Gulf-based patients who enquire but do not book within 60 days receive a re-engagement sequence.

Yes. We configure Zoho CRM with department and doctor records linked to patient appointments. OPD appointments are tracked by doctor, department, and date. Revenue by doctor and by department is visible on a healthcare operations dashboard. Patient volume per doctor per week, average consultation to follow-up conversion rate, and insurance versus cash patient mix per department are all reportable. Department heads can see their team's appointment load and revenue contribution without waiting for the monthly report.

A standard setup — Zoho CRM for patient enquiry management, OPD pipeline, department referral tracking, and international patient management — takes five to six weeks from discovery to go-live. Hospitals that also want insurance pre-auth workflow and billing coordination add one week. The pace is set by the complexity of the department structure and the insurance panel, not by the technical work. We work with the patient relations team, billing team, and department coordinators in separate tracks during implementation.