What is TriageCRM?

TriageCRM is a healthcare customer relationship management (CRM) platform designed for medical practices that need to automatically prioritize, score, and route incoming patient inquiries. It replaces manual front-desk triage with rule-based automation, ensuring that high-value and time-sensitive inquiries receive faster responses while routine requests follow standard workflows. TriageCRM sits between your marketing channels (website forms, phone calls, referrals) and your practice management system, handling the pre-scheduling intake process.

What does TriageCRM do?

TriageCRM provides six core capabilities for healthcare practices:

• Patient inquiry scoring — Every incoming inquiry receives a composite score from 0 to 100 based on four weighted dimensions, helping your team instantly identify which inquiries deserve immediate attention.
• Automatic triage rules — Configurable IF/THEN rules evaluate inquiry attributes and automatically set priority levels, assign tags, and route inquiries to the right team member. Learn more about prioritizing patient inquiries.
• Round-robin provider assignment — Distribute inquiries evenly across your intake team with round-robin assignment, ensuring balanced workloads and consistent response times.
• Physician referral tracking — Track which referring physicians send you the most patients and highest-value cases, strengthening your referral network with data.
• Intake pipeline dashboards — Visualize your entire intake funnel from initial inquiry to scheduled appointment, with response time metrics and conversion rates.
• Marketing ROI attribution — Connect every patient inquiry back to its marketing source (Google Ads, social media, website, referral) and measure which channels produce the highest-value patients.

How does inquiry scoring work?

TriageCRM assigns every patient inquiry a composite score from 0 to 100, calculated across four weighted dimensions. This scoring model provides an objective, consistent way to prioritize inquiries without relying on subjective front-desk judgment.

• Source quality (0-25 points) — Evaluates the referral channel. Physician referrals and existing patient referrals score highest, followed by organic website inquiries, then paid advertising leads.
• Service value (0-30 points) — Assesses the estimated revenue potential of the requested service. High-value procedures (cosmetic treatments, surgical consults, comprehensive care plans) score higher than routine visits.
• Completeness (0-25 points) — Measures how much information the patient provided. Inquiries with full contact details, insurance information, and specific service requests score higher than minimal submissions.
• Recency (0-20 points) — Accounts for time sensitivity. Freshly submitted inquiries score highest, with points decaying over time to ensure older inquiries don't stagnate without attention.

The composite score drives automatic prioritization: inquiries scoring above configurable thresholds can trigger triage rules that escalate priority, assign specific team members, or send immediate notifications.

What are triage rules?

Triage rules are conditional automation workflows that evaluate incoming inquiry attributes and execute actions automatically. Each rule follows an IF/THEN structure: one or more conditions are checked against the inquiry's data, and when all conditions are met, one or more actions are triggered.

For example, a dental practice might configure this triage rule:

• IF service type equals COSMETIC AND estimated value is greater than $5,000 AND source equals PHYSICIAN_REFERRAL
• THEN set priority to CRITICAL, add tag "High-Value Cosmetic", assign to cosmetic coordinator, and send immediate notification to the office manager

Rules can match on any combination of inquiry fields including service type, referral source, location, insurance status, inquiry score, and custom tags. Actions include setting priority, assigning team members, adding tags, and triggering notifications. Practices typically configure 5-15 rules covering their most common inquiry patterns, with a default fallback rule for everything else.

Who uses TriageCRM?

TriageCRM is used by healthcare practices across multiple specialties. Any practice that receives a significant volume of new patient inquiries and needs to prioritize them based on service type, value, or urgency can benefit from automated triage.

• Dental practices — Separate high-value cosmetic cases from routine cleanings and route each to the right coordinator.
• Therapy and counseling practices — Match patients to therapists by specialty, insurance panel, and availability.
• Chiropractic clinics — Prioritize auto accident and workers' compensation cases that require rapid intake.
• Med spas and aesthetics practices — Identify high-revenue treatment inquiries and route to specialized consultants.
• Physical therapy clinics — Triage by referral source and authorization status to accelerate time-to-first-visit.

How does TriageCRM compare to practice management software?

TriageCRM and practice management software (PMS) serve different stages of the patient lifecycle. A PMS like Dentrix, Open Dental, Jane, or WebPT handles scheduling, charting, billing, and clinical workflows — everything that happens after a patient is on your schedule. TriageCRM handles the pre-scheduling intake process — everything that happens between a patient's first contact and their first appointment.

Most practice management systems have limited or no functionality for scoring, prioritizing, or routing incoming inquiries. They treat every new patient the same. TriageCRM fills this gap by providing an intelligent intake layer that ensures your team responds to the right inquiries first. The two systems work alongside each other, not in competition. Read our detailed comparison: Practice Management Software vs. CRM — what's the difference?

Security and compliance

TriageCRM is built with healthcare-grade security controls to support practices that handle protected health information (PHI):

• Multi-tenant data isolation — Each practice's data is logically separated at the database level, preventing cross-tenant access.
• Role-based access controls (RBAC) — Administrators define what each team member can view, edit, and export based on their role.
• Activity timeline and audit logging — Every action on every record is logged with timestamps and user attribution for compliance auditing.
• Encryption — Data is encrypted at rest and in transit using industry-standard protocols.
• Configurable data retention — Set retention policies that align with your state and federal compliance requirements.
• CSV import and export controls — Bulk data operations are gated by role permissions and logged for audit purposes.

For a deeper look at how TriageCRM approaches healthcare data security, read HIPAA compliance in healthcare CRM.

Pricing

TriageCRM offers three pricing tiers designed to scale with your practice:

• Free — For small practices getting started with inquiry management. Includes core CRM features with limits on inquiry volume.
• Pro ($49/month) — Unlocks advanced triage rules, round-robin assignment, intake dashboards, marketing attribution, and priority support.
• Enterprise (custom pricing) — For multi-location organizations that need custom integrations, dedicated support, and advanced compliance features.

See full plan details and feature comparisons on the pricing page.

Frequently asked questions