Like many other large healthcare organizations, American Senior Communities (ASC) found themselves struggling with siloed processes, endless spreadsheets, and reactive reporting done on a manual basis.
As one of the nation's largest providers of senior living, rehabilitation, hospice, and skilled nursing services, ASC employs over 10,000 employees across nearly 100 locations, making direct and concise communication difficult.
Each member of ASC's managed care team used Outlook to track all communications and transactions across their locations. This resulted in individual tracking records that other team members could not access. Additionally, all quality metrics and patient benefit verification & authorization workflows were manually tracked. The team did not have real-time insights into ASC's authorization turnaround time or length of stay.
To better communicate and track critical performance metrics, ASC managed care team decided to invest in a healthcare CRM platform. Now, the ASC team could define processes, streamline workflows, and capture pertinent data automatically without cumbersome manual tracking.
Angela Norris, R.N., Vice President of Contracting & Business Integration for American Senior Communities, said, "Having a healthcare CRM solution in place equips our team with the ability to proactively track and manage everything in one platform across multiple facilities. This makes us a much more strategic, value-focused partner to our referring providers.
In 2016, the ASC team realized a turnaround time for authorization of 21 hours, which is 51 hours below the traditional 72-hour benchmark. By leveraging their healthcare CRM platform, the ASC call center is now able to administer background checks themselves, instead of relying on each individual facility. This has resulted in an average background check time of just six minutes compared to the hour-long process that was previously in place.
Additionally, ASC has leveraged their CRM platform to achieve:
- A seamless flow of consistent information and collaboration among entities.
- A high level of accuracy and efficiency, which has, in turn, fostered better patient care overall.
- An instant view into referral sources and the ability to send automated reports, such as length of stay, to the nurses that manage Accountable Care organizations.
- Access to real-time performance metrics that foster strategic, data-backed partnerships with referring providers.
With an intuitive healthcare-specific CRM platform in place, ASC is holding their team accountable while benchmarking service deliverables through a single cloud-based solution. This means their team can focus on fulfilling the organization's mission of delivering quality care to their valued patients.