Clinic operations, CRM and ERP workflow design
Who this is for
Clinic managers and medical groups whose marketing, reception and finance teams use separate records or disagree about appointment status. Suitable discussions include a new CRM, a workflow redesign or integration requirements for an existing ERP.
Start with the workflow, then choose the system
We distinguish enquiry management from clinical records and financial operations. A CRM can track ownership and follow-up; an ERP can support agreed administrative workflows. Neither should be selected from a feature list without first defining users, permissions, handovers and reporting needs.
What the engagement can produce
A current-state process map; an agreed pipeline and field dictionary; an ownership matrix; a requirements brief for the software provider; a pilot checklist; and an exception report. Software licensing and custom development are separately scoped with the chosen provider.
Illustrative example: one enquiry, two owners
In a hypothetical team, two agents follow up the same enquiry while an older enquiry has no owner. The first fix is a clear assignment rule and an unassigned-work queue. A pilot checks whether staff can reassign cases and record the reason without losing the history. This example describes a design test, not a client outcome.
Pilot and handover
Agree acceptance tests before rollout: ownership changes, duplicate handling, missed appointments and failed integrations. Compare reports against a sample of source records. Start with a limited team, record issues, and assign who maintains the workflow after handover. Any use of patient information needs the organization’s approved access and privacy procedures.
