Health insurance customer relationship management (CRM) software helps manage back-office functions for health insurance provides. A good CRM provides customer management, marketing, document management, and more in order to help insurance agents drive business growth. However, in the health insurance agency, a health insurance CRM must also be HIPAA compliant. Here we look at HIPAA compliance and share some of the best CRM software for the healthcare industry available for agents, as well as for life insurance agents.
What is HIPAA?
HIPPA is the Health Insurance Portability and Accountability Act of 1996. This is a federal law the promotes national standards designed to protect sensitive patient health information from disclosure. This act provided the HIPAA Privacy Rule, as well as the HIPAA Security Rule.
The HIPAA Privacy Rule
The purpose of the HIPAA Privacy Rule is to address the use and disclosure of health information by healthcare providers, health plans, healthcare clearinghouses, and other business associates. This goal of the Privacy Rule is to help ensure that individuals’ health information is protected while still allowing for the flow of necessary health information for providers to provide high-quality health care.
The HIPAA Security Rule
The HIPAA Security Rule focuses on protecting all identifiable health information that is created, received, maintained, and transmitted in electronic form. For businesses to comply with this rule, they must:
- Ensure the availability, confidentiality, and integrity of all protected health information in electronic form
- Have the ability to detect and safeguard against potential security threats to this information
- Protect against anticipated impermissible disclosures or use
- Certify compliance by all their business associates
Best CRM software for healthcare and life insurance agents
As many insurance agencies shift to a more digitalized patient-centric process, CRM software for healthcare has had to shift to allow agencies to remain HIPAA compliant. Unfortunately, not all CRM platforms fit this category, with many unable to provide the necessary conditions to keep your agency within legal parameters. Here we provide a list of some of the top healthcare industry-specific CRM platforms that are HIPAA-compliant as well as life insurance CRMs that provide you with the best solutions for all your agency needs.
Better Agency is an insurance industry-specific CRM designed for independent life insurance agents. This software is designed to automate your agency, offering automation campaigns for sales, service, claims, and renewals.
Pricing starts at $299/month for 1-3 users and there is a free trial available.
Salesforce Health Cloud
Salesforce Health Cloud is an industry-specific, HIPAA-compliant CRM that offers key features such as medical records management, AI-empowered contextualized engagement capabilities, and analytics specialized towards healthcare. Other available tools include contact tracing, a social determinant module, referral management, and a set of customizable clinical and insurance data modeling tools to help ensure you have everything covered. This system integrates well with top software programs, such as Zendesk and Freshdesk, as well as many different electronic medical records software.
Pricing starts at $25 per user per month and a free trial is available.
ILife CRM allows life insurance agents to brand a microsite, provide life insurance quotes in real-time, and access all their CRM functionalities in one place. Agents can create a white-labeled website with simple steps that require no previous coding or technical knowledge. This website can then be shared with potential clients through email and social media, enabling them to browse life insurance products that fit their needs while it also allows you to track and nurture these potential clients through CRM functionalities.
They offer a free basic plan with limited functionality, but their professional plan is $99.99/month for independent life insurance agents. They also offer custom Enterprise packages for agencies.
Zendesk Sell is a web-based HIPAA-compliant CRM that offers an intuitive user interface designed to maximize productivity, pipeline visibility, and revenue for your sales team. This integrated sales tool allows you to keep track of your conversations, streamlines all your daily activities, and helps to boost your pipeline and performance visibility. Other key features include email tracking, notification and automation, activity reporting, call logs and records, click-to-call or text, call analytics, and more.
Pricing starts at $19 per user, per month and is billed annually. A free trial is available.
Caspio is a fully customizable low-code app development platform that allows you to create your own CRM, specific to your agency’s needs. This product is also HIPAA compliant, making it a perfect solution for those offering life and health insurance policies. There is no need for coding experience and users can create various custom tools including user dashboards, databases, business process modules, automation tools, and more. This is a web-based platform that allows you access anywhere you have an internet connection.
Caspio offers a free plan that is not HIPAA-compliant. For HIPAA-compliant plans, the cost ranges from $100/month for the basic plan to a custom corporate plan that requires a quote. They do offer a free trial.
AgencyBloc is an industry-specific CRM designed for life and health insurance agencies. They offer multiple features necessary to organize your agency, communicate with clients and prospects, and grow your business.
AgencyBloc has plans that start at $65/month, with each plan customized to your agency’s needs.
NextAgency is an industry-specific CRM designed to save life and health insurance agencies time, money, and clients by providing CRM, marketing, and commission tools. This system is designed to adapt to the way you already do things, offering more flexibility than other CRM platforms. They are a National Association of Health Underwriters Affinity Program Partner and offer a 20% discount to NAHU members.
Standard programs start at $93.75/month with an additional $42.25 for each additional user. NAHU members pay $75/month with an additional $33 for each user. Paying annually receives an additional discount. They also offer a free trial.
Frequently Asked Questions
CRM use and HIPAA compliance can be confusing. Here we offer some answers to frequently asked questions.
Does my CRM need to be HIPAA compliant?
HIPAA compliance errors can lead to hefty fines, and it is essential that you know your potential liabilities. When choosing a CRM, you must find a balance between your CRM needs and your security risk. If you work in the healthcare market, compliance is essential so finding a CRM with different levels of security is a must.
Do insurance agents have to comply with HIPAA?
Anyone who has access to Protected Health Information (PHI) is required to comply with HIPAA rules and regulations and this includes health and life insurance agents.
How do I make my CRM HIPAA compliant?
In order to make your CRM HIPAA compliant, you must have additional security features in place that go beyond simple employee access measures. Ideally, you want a system that categorizes data into security tiers and blocks information based on data levels.