Many of SAL Management Group’s challenges stemmed from a need to improve their visibility over their admissions processes, both within each community and across their properties. As they continued to grow, management recognized the need to better support their sales teams by keeping better track of key admissions milestones and being able to know, at any given time, the status of each move-in. They believed through better tracking and visibility, they would eliminate costly delays and that their sales teams could waste less time with paperwork and spend more time in high value activities, such as engaging with prospective and new residents.
The challenges they identified include the following:
When a deposit would come in, often the ED, for security purposes, would lock it in a drawer without completing the paperwork. In these instances sales would not know the deposit had been received, causing confusion and delays.
Keeping track of move-in packets
After a packet was given to the resident and/or family, the lead went dark. Sales had no exposure to any progress the family was making on the paperwork. They often had no idea when or if the completed paperwork would come back.
Missed Resident Signatures
This would often lead to misunderstandings between sales and the resident or family member, resulting in unproductive “he said/she said” situations regarding pricing or amenities being included or not. It was wasting time and causing loss of revenue.
The process of reviewing and having residents sign documents can be pretty involved; so much so that often an ED would inadvertently forget to countersign documents and would be filed, incomplete. There was even an instance in which it was unclear whether or not a resident had actually moved in because the resident agreement wasn’t completed and or signed. Too often these errors weren’t discovered until a state inspection found them, which resulted in a deficient score in this area.
Because SAL’s current process was paper-based, they had to deal with a lot of handwritten information. Some reps couldn’t read the full responses from families, having to either guess or take time out to contact the family to verify it.
Potential damage to their brand
These issues created a less than ideal first impression for residents. Sales found themselves spending more time chasing down documents from residents, rather than explaining benefits and growing rapport with them.
The revenue hit was estimated to be a minimum of $3,000/month. Some of the loss was due to lack of signatures on fee schedules. SAL administrators often had to waive these costs because the residents had never signed those documents. They also knew they were losing money in productivity, as sales reps were spending time chasing signatures and tracking down documents. The loss of productivity along with waiving costs would put the real revenue hit well above $36,000 per year.
Enter LincWare’s Admit+
SAL Management looked at several solutions and selected LincWare’s Admit+ for a few reasons. First, they liked the fact that they could use all their own documents and port over their own processes and terminology. Some of the EHRs they considered required them to adapt their processes to fit their platforms. They also liked the fact that Admit+ is very user friendly. Finally, the cost was reasonable, so it was easy to spread it across their communities. No one really felt the hit.
Using Admit+ provided SAL with the visibility and organization to meet their admissions goals.
Here are some of the benefits they experienced within the first 30 days of use:
Significant cost savings and strong ROI
As a smaller organization trying to compete with larger ones, controlling cost is huge. The solution eliminated lost and incorrect documents that were causing SAL to lose over $3,000 per month and opening them up to risk. There were other savings in time and effort required by the team to close move-ins. It was estimated that the real cost savings far exceed $3,000 per month. They were also pleased that the ROI was much higher than anticipated, paying for itself within months.
Ease of use
SAL was able to use all their existing forms, now electronically. They felt they had a totally personalized automated version of their admissions process, and told LincWare that it felt almost like a custom app. Everyone loved it.
All documents are stored centrally, versions are updated, and there were no more problems with orphaned documents being locked drawers and forgotten. Now everything is in one spot so their sales reps don’t feel like they’re missing something. This has helped reduce the potential for mistakes.
Management peace of mind
To know what’s going on as it’s happening is a huge benefit to the SAL team. They are now able to go into any process and review where it is and what steps have yet to be completed. They can also tell which sales reps are doing great and which ones need some help.
The system has required fields. Sales and residents cannot ignore one and move on. It notifies managers when the paperwork is completed and identifies who was responsible. The SAL team is now able to easily identify anything that might be holding up the move-in.
Significant time savings
EDs feel that by using Admit+ they are now able to give sales reps their time back. The paperwork portion of the admissions process takes about 15 minutes, as opposed to hours, days or weeks depending on the circumstances. Less time rushing and chasing; more time to connect and engage with residents.
Improved resident experience
Because all documents are online, relatives who might live remotely can securely access and review forms at their convenience. The SAL staff can use their time more effectively to build a good relationship with the new residents and families.
The SAL team knows that people expect everything to be electronic. They are happy to now be able to deliver that experience. The sales team now enjoys sitting down with families and going through the admissions process. They report that using Admit+ gives SAL the credibility and professional image needed in this industry to continue to grow and thrive.