Even the most in-demand senior living communities should be engaging in regular resident recruitment. The competition for new residents can be fierce, as Canadian seniors have over 2,000 long-term care homes to choose from. If you want your community to be potential residents’ top choice, it’s essential to make a strong impression. CRM — or customer relationship management — is a digital tool organizations use to develop and maintain client relationships. An excellent CRM helps senior living communities handle every resident interaction, from scheduling tours to completing admissions paperwork, and make it easy for your organization to nurture positive relationships with seniors and their families.
Senior living CRM technology has revolutionized client relationships in the senior living industry. In the past, many communities tracked leads with Excel spreadsheets, Word documents, and even handwritten sticky notes. Unsurprisingly, these methods often caused chaos and inefficiency, leading to higher vacancy rates.
Investing in senior living CRM solves these issues and ensures residents get the best customer service possible. Read on to learn more about CRM, its role in senior care management, and how it can address senior living occupancy challenges.
Senior living CRM is software that records and automates interactions with potential and current residents. Communities can use this technology to handle many routine tasks, such as:
CRM isn’t unique to senior living. Many industries use CRM software to find potential customers and increase sales of their products and services.
Senior living CRM applications are unique because they’re used to help staff focus on providing close, personalized attention. Programs are used to gather information about seniors’ preferences and needs and maintain regular contact throughout their decision-making process not just execute a sale. This extra attention to detail helps build lasting and trusting relationships.
If your community already fills vacancies efficiently, you may wonder if you truly need to invest in a CRM. This innovative technology has many valuable benefits beyond converting leads, so it can be helpful for any senior living organization.
Here are a few common problems that this technology solves:
Many senior living communities use multiple platforms to record documentation, create invoices, and communicate with families. This convoluted system often requires staff to enter the same information in various places, decreasing productivity and increasing the risk of human error. Using a senior living CRM streamlines workflows by centralizing documentation tasks like creating electronic health records (EHRs), billing, and recording drug administration.
Essential information and leads can easily slip through the cracks if you’re trying to track prospect and resident information without a CRM. Multiple staff members could gather and share the same information, wasting time, or forgetting to contact residents or their families entirely. A senior living CRM addresses these issues by recording every interaction and automating tasks like sending follow-up emails.
Research reveals that most senior care marketers only manage to convert around 30% of leads to tours. A CRM can boost your conversion rates by helping you hook potential customers when their interest levels are highest. The software allows you to quickly identify and reach out to people when they visit your website or request information.
Family members care deeply about their loved one’s care and often become anxious or frustrated if the community they’ve entrusted to care for their family is ignoring their concerns. Keep authorized caregivers in the loop by using a senior living CRM to organize their contact information and ensure that all their inquiries get answered.
Senior living communities gather and process vast amounts of information. This ranges from discharge instructions for residents returning from the hospital, to statistics about how many people participate in fitness classes. A CRM collects all this data and stores it in one convenient location.
Data compilation and centralization have many advantages, including:
Senior living organizations frequently exchange resident records with authorized providers. Save time and increase accuracy by using a senior living CRM to automate updating electronic medication administration (eMAR) records with new prescription instructions and sharing insurance information with providers.
A CRM collects essential information, such as a resident’s allergies or emergency contact information. Staff can find all necessary information in one place, saving time during emergencies.
Monitor every interaction with seniors and their families from a single data hub. This information can lead to valuable insights. For instance, you may notice that leads convert to tours more often when staff answer potential residents’ emails promptly and prioritize this task.
You can assess your community’s performance based on metrics like staff productivity, profit margin, and medication errors. A senior living CRM can gather information about these benchmarks and automatically generate in-depth reports to pinpoint strengths and weaknesses.
Healthcare providers often feel overburdened by repetitive and time-consuming data entry tasks. For instance, over 50% of nurses cite EHRs as a source of daily frustration, and 33% believe they don’t have adequate time to complete documentation. A senior living CRM can significantly reduce this stress by streamlining data entry.
Med e-care’s CRM includes functions designed specifically to help senior living communities:
Even the most eager seniors can’t simply pack their bags and move into your community the day after they discover it. The process of reaching and admitting prospective residents involves many steps, such as:
A senior living CRM records all these steps and allows authorized staff to track each resident’s progress through the various stages. This cohesive system increases communication among caregivers and keeps the pipeline moving smoothly.
For instance, your CRM may show that a potential resident hasn’t submitted their insurance information. You can follow up with a friendly reminder, speeding up the admissions process.
Fostering healthy and positive relationships with potential and current residents, families, and providers is the key to success in the senior living industry. Centralize your organization’s data and revolutionize your communication with Med e-care’s senior living CRM solution.
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