Frequently Asked Questions and Answers

This list of Frequently Asked Questions (FAQ) has been compiled from questions asked by Evariant Clients. For any additional questions, please feel free to contact us at

Select a topic: Healthcare CRM    Physician Relationship Management    Engagement Center    Healthcare Marketing    Patients for Life    Data, Analytics & Security    About Evariant


About Healthcare CRM


What is a healthcare CRM?

A healthcare customer relationship management (CRM) is a system designed to help healthcare organizations better engage with patients and physicians. We offer our clients multi-channel solutions that drive growth and create more profitable relationships.


About Physician Relationship Management


What is physician engagement?

Physician engagement describes a stable relationship between physician and hospital or health system characterized by strong commitments to enhance patient care, lower costs, greater efficiency, and improved quality and patient safety.

The Evariant Physician Relationship Management (PRM) solution offers users an end-to-end platform to drive targeted physician management. Build your physician acquisition and retention territories as well as campaigns with multi-channel capabilities. Attribute referring physician pattern changes and case-mix adjustments to physician liaison and marketing activity.


About Engagement Center


What is a patient engagement center?

A patient engagement center is an optimized call center that integrates with a centralized set of customer data, such as that found in a healthcare CRM. Call center representatives have access to comprehensive Engagement Center caller profiles to personalize customer interactions, be more proactive, and boost satisfaction.

By using a patient engagement center solution, healthcare organizations can foster lasting patient-provider relationships, promote proactive health initiatives, and increase patient engagement.

How can healthcare improve the call center?

Since the call center is often the first communication touchpoint for healthcare customers, it’s critical that their experience is positive and personalized. By integrating HCRM data into healthcare call centers, agents can provide personalized, proactive service that boosts caller engagement and satisfaction, delivers ROI, and extends patient lifetime values.

What are the benefits of a CRM call center for healthcare?

The healthcare CRM-enabled call center is a channel that provides a clear one-on-one personal connection between patient and provider. It is a crucial element to the construction of a holistic healthcare communication strategy and improves customer experiences.


About Healthcare Marketing


What is healthcare marketing?

Healthcare marketing helps answer the big financial questions like “ how do we improve the bottom line”

Marketing is becoming an increasingly important division within a hospital. Organizations are realizing the value in reaching out and engaging the community to promote better, proactive health. Healthcare marketing provides these organizations with the tools and insights in order to present marketing as a revenue and profit center and to prove a positive ROI. Healthcare marketers consistently looks at trends in big data, run analytics for actionable insights and identify areas for service line growth utilizing comprehensive communication and engagement platforms. The outcome of this is improved care, better health management, and more informed decisions.

Why is healthcare marketing important?

For healthcare organizations to be successful in today’s environment, adaptation is crucial. With 81% of consumers dissatisfied with their healthcare experience, marketers are looking to not only fill the marketing funnel, but also plug any leaks so they can retain more patients. Building an effective healthcare marketing strategy can get your organization in front of the eyes of these prospective patients while simultaneously engaging existing patients so they remain within the health system.

What is patient journey mapping?

Healthcare marketers use patient journey mapping to outline the touch points during each stage of the patient journey. This practice helps to understand what patients experience throughout the care continuum, and aids in creating strategic outreach that improves patient engagement and satisfaction, ultimately boosting retention rates and revenue.


About Patients for Life


What is patient engagement?

Patient engagement is a healthcare strategy that strives to improve health outcomes, encourage better patient care, and achieve lower costs.

The Evariant HCRM solution the only enterprise, multi-channel healthcare platform that offers users an end-to-end platform to drive targeted, service line growth with reportable ROI. Build your patient acquisition and retention campaigns with multi-channel capabilities and attribute marketing response to clinical and financial outcomes. Reach key segments to maximize patient engagement. Utilize existing assets profitably and visualize campaign and outreach performance. Help marketing increase revenue and become a profit center.

What is the difference between patient experience and patient engagement?

Despite being used interchangeably, they are actually very different from each other. Patient experience is the patient’s perception of quality, where patient engagement is based on the patient’s active participation in managing their health to promote better health outcomes, and lower healthcare costs.

What is a patient-centric approach?

A patient-centric approach is considered by most experts to be key to high-quality healthcare. It’s a way healthcare systems can establish a partnership among practitioners, patients, and their families to align decisions with patients’ wants, needs, and preferences. This also includes the delivery of specific education and support patients need to make these decisions and participate in their own care.

Why is the patient experience important?

To stay competitive, healthcare organizations are focusing on patient experience through personalization. Marketers can help improve patient experiences with strategic, personalized campaigns that engage consumers and patients throughout their care journey. 

What is patient referral leakage?

Patient referral leakage describes when patients leave the hospital’s network for out-of-network providers. This has a significant impact on revenue, as hospitals struggle to provide a unified patient experience that’s supported by coordinated care. When hospitals control their referral leakage, their revenue will increase. 

What is value-based healthcare?

Value-based healthcare is a reimbursement model that rewards providers based on the quality of care they provide. This requires a focus on delivering high quality care through methods like population health management and preventative care. Implementing value-based care initiatives can result in increased patient engagement and better patient outcomes.


About Data, Analytics & Security


Why is healthcare data management important?

Healthcare data is amongst the highest industries where data goes untapped. With healthcare’s large databases from patient, payor and providers, this information often sits unanalyzed in today’s environment. Understanding trends and patterns in this data helps organizations identify where there is opportunity, understand how to effectively utilize marketing spend and allows organization to see the bigger picture. Utilizing a comprehensive healthcare data management system, institutions now have a collection of meaningful data, allowing hospital staff the insights to make informed decisions at the right time and improve on the quality of care.

What is healthcare big data?

Healthcare big data refers to the vast quantities of consumer, patient, and physician data that is available to healthcare organizations. In response to this wealth of information, health systems have adopted new technologies and processes that collect, store, and analyze this information to produce actionable business insights.

Big data in healthcare helps health systems make data-driven business decisions, deliver personalized care, identify patterns and trends that inform population health initiatives, and increase clinical efficiency.

What is healthcare analytics?

Healthcare analytics is a method of systematic data analysis that allows healthcare professionals to find opportunities for improvement in health system management, patient engagement, spending, diagnosis, and consumer preferences. Healthcare analytics combines real-time and historical data analysis to predict trends, reveal actionable insights, and drive long-term growth.

What is SOC 2 Type II certification?

SOC stands for “system and organization controls,” and the controls are a series of standards designed to help measure how well a given service organization conducts and regulates its information. The purpose of SOC standards is to provide confidence and peace of mind for organizations when they engage third-party vendors. A SOC-certified organization has been audited by an independent certified public accountant who determined the firm has the appropriate SOC safeguards and procedures in place.

Evariant is committed to providing the highest quality solutions and the safest, most secure environment for your sensitive data. We aim to demonstrate such value with our Service Organization Control (SOC) 2 Type II attestation, which transparently details our processes and controls. Learn More.

What role do health analytics play in engagement?

With the help of personal data, healthcare professionals can better understand the types of issues a patient or consumer cares the most about, and then deliver messages however and wherever they are most relevant to that individual

With the help of analytics technology and software like Evariant’s, this information can be integrated from a huge number of patients’ EMRs and consumer data sources to paint a rich picture of the individual. Clinicians can then use this already-aggregated information to tailor a personalization plan or a patient profile.


About Evariant


How do I contact Evariant?

To ensure the best customer support, we have multiple ways to contact Evariant. Check out our Contact Us page for a list of e-mails, addresses and phone numbers.

Is Evariant hiring?

We are constantly advancing our healthcare platform and seek individuals who are as passionate about healthcare technology as we are. Current openings can be found on our Careers page.

Does Evariant offer training on their products?

Of course. Evariant is dedicated to assisting our clients in advancing the efficiency and effectiveness in their understanding of our solutions. Our Training page lists to various learning programs we offer.

If a problem occurs after-hours, is there technical support available?

To ensure that Evariant clients’ implementation and adoption of our platform is a success, we have a dedicated support group available 24/7/365. For more information on the Evariant Support Group, visit our Support page.