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April 01, 2008

CRM from Surado Chosen by Riverside CRM Center

By David Sims
TMCnet Contributing Editor

CRM vendor Surado Solutions (News - Alert) has announced that Riverside County Regional Medical Center has gone live with Surado CRM Health, replacing its current managed care system as part of a comprehensive initiative.
The Medical Center is a 520,000 square-foot facility, licensed for a total of 439 beds. There are 364 licensed beds in the main acute-care hospital, and 77 licensed beds in a separate psychiatric facility.
RCRMC needed a workflow-based system "geared towards high growth and providing better customer service," hospital officials said. One goal was to standardize business processes through workflows and automated business rules to improve efficiency. RCRMC purchased a 300 User license of Surado CRM with various modules, including Surado Integration Module, Surado Audit Trail and Surado Version Check.
Using Surado CRM as the foundation for Indigent Services Business needs and working with Surado consultants, hospital staff created business products for Eligibility, Claims, and Financials. Complex business rules and screen designs were accomplished using Surado CRM Custom Application Designer.
RCRMC's Chief Information Technology Officer, Edward Papp, is considering expanding the use of the CRM product into other areas of the hospital.
Late last year Surado Solutions announced the availability of Surado CRM Audit Trail Module. The module will help companies "adhere to the data audit portion of the various security compliance regulations including HIPAA, Sarbanes-Oxley, Gramm-Leach-Bliley Act, USA Patriot (News - Alert) Act and FERPA," company officials say.

Most organizations are facing an increased need for more robust tools to protect sensitive information, and find the first line of defense is to use access control techniques to prevent unauthorized users from getting to sensitive information. "However," Surado officials say, "it is also important to monitor the security architecture to ensure it is effective and to provide an additional deterrent. Robust auditing capabilities complement access controls and are key to comprehensive security architecture."
So in addition to checking the effectiveness of other security safeguards, "the Surado CRM Audit Trail Module can help to discover security threats that were not previously identified."

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Security Considerations For an IP PBX and Contact Center, brought to you by Interactive Intelligence (News - Alert).

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

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