Call Center CRM
The HCS Call Center Customer Relationship Manager (CRM) streamlines behavioral health patient intake, referrals, and engagement. It is purpose-built for behavioral health so that means it delivers real-time call analytics, customizable intake, secure patient management, automated workflows, and actionable reporting, all designed to improve patient experience, boost efficiency, support outcomes, and ensure compliance. HCS CRM seamlessly integrates with the HCS eMR as well as other systems and third-party platforms to facilitate data flow without repetitive entry from point of contact to admission.
Products
Monitor inbound and outbound calls in real-time
Capture call duration, wait times, resolution status, and agent performance
Identify peak call hours and optimize staffing
Customizable intake forms tailored to behavioral health needs
Secure patient profile management with HIPAA-compliant data handling
Integrated appointment scheduling and follow-up reminders
Visual dashboards for call volume, conversion rates, and patient outcomes
Agent performance metrics and call resolution tracking
Exportable reports for compliance, audits, and strategic planning
Automated routing based on patient needs and urgency
Trigger follow-up tasks and alerts for missed or unresolved calls
Integrates with the HCS eMR and other platforms and 3rd party software
Compliance Toolkit
What Our Customers Are Saying
“Northern Path Recovery’s successful go-live was made possible with the support of our electronic medical system, HCS. By providing a reliable and efficient platform, HCS ensured a smooth transition while prioritizing patient safety and operational excellence every step of the way. I’m so very appreciative of the expertise offered to my staff.”
Nat Williams
“Our hospital system selected HCS to help us implement a full documentation system which augmented the pharmacy module we had been using at one of our 147 bed free-standing psychiatric hospitals. HCS worked with our key clinical leaders in designing our assessments and workflows for the new documentation modules. They customized our electronic bed board as well to enhance our operations. Over the past three years, we have implemented the EMR to our sister sites as well.
HCS is responsive to changes we request for our clinical documentation, quickly and continually providing guidance on the workflow and enhancements.
I highly recommend HCS as they understand psychiatric hospitals needs and are always willing to improve their system as well as work with you on improving documentation and workflow.”
Gerald M. Cholewa, MSN, MS, PMHNP-BC, RN
“PharmaCare Services’ first choice for pharmacy software is HCS, and there’s a reason for that. It has robust functionality, but is still easy to use. Our company provides Pharmacy Management Services to a variety of Health Care Facilities, and HCS fits well in all of them.”
John Fuller
“No task is too small and no request has ever been overlooked.”
Shawn Burrow R.Ph.
“There are so many vendors out there feeding us the ‘we want to be a partner with you’ and ‘you are a very important client to us’ lines. Very few, if any, back it up the way you guys did.”
LifeCare
“After implementation we were able to reduce medication administration errors from 1.10 errors per one-thousand doses to 0.31 errors per one-thousand doses.”
Bill Wilson, on the implementation of HCS eMAR