Becky Capps

Are Your Referral Partners Sending You “Good” Leads/Referrals?

A Message from Becky Capps, Senior Product Manager

Senior Living and Skilled Nursing Providers are both facing the challenge of increasing resident acuity. Business decisions must be made regarding what type of residents are best for the services you offer today and plan to offer in the future. If your mindset is “any lead/referral is a good lead/referral” to drive occupancy, this approach may no longer be practical. You need to start thinking that a “good” referral/lead is one from a referral partner that considers your capabilities and expertise for successfully meeting the person’s needs.

Whether you are Senior Living Provider receiving leads from a referral service such as A Place for Mom or a Skilled Nursing Provider receiving referrals from the local hospital through referral networks such as Allscripts (ECIN) or naviHealth (Curaspan), you need to track not only those people you are willing to accept as residents but also those you deny to aid your analysis of a “good lead/referral”. The ability to document the reasons why a lead/referral was not accepted gives you the information needed to help drive insights into your business and how you work with referral partners. For instance, if you find that a referral partner sends you more people that you are not able to accept than you can accept, it may mean that you need to better educate the referral partner about your capabilities. It could also mean that you need to consider expanding your services to address a growing market need.

If you are not already capturing information about referral sources and leads/referrals, including those you chose to provide services to, then you need to get started tracking this kind of information to aid in your analysis of “good”. With this information in hand, you can then focus on refining your approach to working with referral partners to receive “good” leads/referrals. Getting the “right” leads/referrals from referral sources for your capabilities is what should be considered “good” leads/referrals going forward.

MatrixCare offers two solutions to help with lead/referral capture and tracking. Depending on your business needs and marketing approach, either MatrixCare Marketing or MatrixCare ReferralConnect can help gather this type of information. If you are a Senior Living Provider more focused on marketing to people in the community, then MatrixCare Marketing and the integration it providers to marketing automation tools and with A Place for Mom may be the best solution for you. If you are a Skilled Nursing Provider who focuses more on professional referral source marketing, then MatrixCare ReferralConnect and the integration with hospital referral networks is more appropriate.

Today, with one third of seniors enrolling in Medicare Advantage plans and CMS expanding coverage to home care that could be provided in a Senior Living community, as well as implementing payment decreases or increases to SNFs based on the metrics from Value-Based Payment (VBP) and Quality Reporting Programs (QRP) for traditional FFS plans, both Senior Living and Skilled Nursing Providers need to revisit the old school mindset of “any referral is a good referral”. It is time to step back and look at where your business growth is coming from now and expected to come from in the future. Having accept/deny information to guide decision making, is a first step in determining which referral partners to target and how to market to them for the “good” leads/referrals you need to improve occupancy profitably.

MatrixCare Partner Webinars: What’s New for LTPAC? Coming Soon!

At MatrixCare, our mission is to leverage technology to improve the quality of life for America’s seniors and those who care for them. One way we do this is by integrating with leading third-party technology providers whose products complement our solution. In fact, MatrixCare exchanges data with external systems more than 3 million times a day! Learn more about our partners and their technology during our upcoming Partner Webinar Series. Watch your email for our first webinar, which will feature clinical integrations.

Product News
Coming Soon

MatrixCare 2018 R3 is Coming in July

We are busy putting the final touches on many new features and enhancements you won’t want to miss. Make sure to access our Client Portal to download the First Look documents and learn about everything that will be included in the release. To aid you in your readiness efforts, we are also offering release webinars in the coming weeks. Register today to reserve your spot!


2018 R3 MatrixCare Senior Living & Marketing First Look

2018 R3 MatrixCare CareAssist First Look


2018 R3 MatrixCare Senior Living Release

2018 R3 MatrixCare Senior Living & Marketing Release Webinar


MatrixCare Senior Living Support FAQs

Q. How can I change a move-in date that has been confirmed?
A. Confirmed move-ins can be reverted back to the pending move-in stage by first using Ops > Cancel Bills to cancel the move-in bill. Once the bill is canceled, the Ops > Regenerate Move-In screen can be used to put the resident back into the Resident Move-In screen.

For additional guidance on performing these steps, access the eLearning course: Cancel a Bill available in the Client Portal.

Harness the Power of MyData and MyAnalytics to Manage and Grow Your Business

Leverage the data that you’re already collecting. MatrixCare’s powerful and flexible analytics solutions, MyData and MyAnalytics, allow you to gain insights from rich business intelligence and offer actionable information to meet your unique needs and help you succeed.

Both MyAnalytics and MyData are generally available and are used by many of your peers to manage their business effectively. Choose which solution works best for you.

MyAnalytics empowers leaders to monitor census trends, move ins and move outs, financial AR, and more. Within minutes and very little guidance, users are able to see important macro data trends with the ability to diagnostically explore root causes via filtering or drill-through.

MyData provides IT-oriented customers with immediate access to key data tables from MatrixCare. This allows you to include MatrixCare data, refreshed several times per day, within your existing enterprise data warehouse or other reporting systems.

Sign up for an online demonstration on Thursday, July 19th at 10:00 AM Central Time or contact your Account Manager to learn more about how these exciting solutions can empower your organization to stay ahead of the competition and manage the evolving healthcare landscape.

MyData MyAnalytics

Find the Revenue You’ve Been Missing with RetailTracker

Are you accounting for revenue from services like salons, cafes, gift cards, fitness centers, etc.? With the ability to manage comprehensive meal plans and process multiple forms of payment, MatrixCare’s RetailTracker provides the tools to efficiently capture and account for additional revenue that could be slipping through the cracks.

Sign up for an online demonstration on Thursday, July 26th at 2:00 PM Central Time or contact your Account Manager to learn more.

RetailTracker online demonstration
Services News

‘Leading the People Side of Change’ Teleforum Recording Available

A recording of our thought-leadership teleforum Leading the People Side of Change in Long-term and Post-Acute Care led by Kevin Whitehurst, SVP Skilled Nursing Solutions at MatrixCare and Mary Ellen Sanajko of Conduit Coaching is now available.

During the June 14th teleforum, the points below were discussed in addition to specific questions submitted by the audience:

  • What’s the essential transformational leadership principle for leading the people side of change in Long-Term and Post-Acute Care … that lessens staff’s resistance & builds their commitment?
  • How can you get a little perspective when it seems like the more you try to change things, the more they stay the same?
  • How can you help staff (and your peers) navigate change… in 15 minutes a day (or less)?

Access a recording of the June 14th teleforum

Live Adoption Webinars

MatrixCare offers complimentary monthly training webinars to ensure clients are optimizing their use of the software. A variety of topics are covered, including recent release updates and regulatory items. Keep a lookout in our Client Portal for upcoming sessions.

Access the Client Portal for a current listing of scheduled Adoption Webinars and registration.

On-Demand Adoption Webinars

Missed a live webinar? View a recording on-demand. Check out the latest:

  • Streamline Your Order Entry Process with Pre-Configured Order Set Lists
    Presented on May 22, 2018
    Reduce order entry error. In this webinar, we review the setup, security, and steps required to enter multiple orders for a resident with minimal modification.
  • MatrixCare Senior Living Analytics Demo
    Presented on June 19, 2018
    Leverage your organization’s data to help drive business decisions. In this webinar, we discuss how you can harness the power of understanding your organization’s data with MyAnalytics for Senior Living.

Access the Client Portal to view all available on-demand Adoption Webinars.

Partner News

MatrixCare Partners with Midwest Business Systems

For over two decades, Midwest Business Systems has been servicing the printing needs of healthcare facilities across the country and serves as a main provider of checks and business forms for MatrixCare. The experience gained over time has allowed Midwest Business Systems to simplify and streamline the whole ordering process and our checks and forms are guaranteed to be fully compatible with MatrixCare.

Download the Midwest Business Systems Product Brochure for more information.

NIC to Report Actual Senior Housing Rents

NIC is the first to collect and report on actual rates and leasing activity, providing critical information to operators and investors for benchmarking, strategic planning efforts, and day-to-day business operations.

MatrixCare has partnered with NIC to extend several benefits to our clients.

  • Increased transparency in the Seniors Housing industry. By contributing data to the NIC Seniors Housing Actual Rates Data Initiative, you are actively increasing the amount of information available to you and others in the Seniors Housing industry and helping to effect lower costs of capital for yourself and the industry as a whole.
  • Receive a complimentary copy of the NIC Actual Rates Report. NIC currently releases this report every other quarter only to NIC MAP clients. This report provides national-level insights on Asking Rates, Actual Rates, Occupancy, Move Ins, and Move Outs.
  • Increased operational efficiency. Currently, NIC reaches out to properties in the Top 140 Seniors Housing metros each quarter and engages in conversations with staff to determine inventory, occupancy, and fees. By contributing data electronically, NIC will no longer contact your organization to solicit this information.

Great news! The NIC report is including with your MatrixCare Senor Living package. Simply go to your Enhanced Reports > Reports > NIC Reports to retrieve the report shown below.

NIC Report

If your organization would like to participate in the NIC initiative, contact NIC on their website:

Midwest Business Systems
Industry Events

Argentum Senior Living Executive Conference Summary

MatrixCare staff attended, presented, and exhibited at the Argentum Senior Living Executive Conference held in San Diego, California May 14-16, 2018. Sessions this year focused on topics such as workforce challenges, memory care, dining, legal, sales/marketing and the resident experience which were presented in a format called “Hives” and were facilitated by an industry leader in small groups with peer-to-peer knowledge exchanges.

ArgentumDuring the conference, Rob Price, Senior Product Manager, led a session on “Using Analytics to Improve Senior Living Resident Care and Your Bottom Line.” During this session, Rob discussed the importance of having freshly aggregated resident and financial data which can help senior housing decision-makers understand what is occurring within their facilities and their resident population.

Additional highlights for MatrixCare included:Additional highlights for MatrixCare included:

  • Significant interest in the MatrixCare Senior Living Solution as providers visited our booth to learn how this solution will assist them in the management of their communities and residents.
  • The conferences’ emphasis on the expanded use of technology in care, health and wellness, which aligns with MatrixCare’s strategic vision.

This year’s conference had a vibrancy and excitement among attendees as they discussed the future of senior living and the evolving opportunities.

Read Seniors Housing Business Article to learn more about Rob’s presentation on MatrixCare MyAnalytics.

Upcoming Tradeshows

We look forward to seeing you at the upcoming events. Be sure to stop by our booth and learn more about all the MatrixCare solutions available to you.

  • NYSHFA/NYSCAL Annual Convention June 24 – 26, 2018
  • NAHC Financial Management Conference July 15 – 17, 2018
  • CAHF and QCHF Summer Conference July 15 – 18, 2018
  • FHCA July 16 – 17, 2018
  • LeadingAge MN Assisted Living & Home Care Conference July 25, 2018
  • HCAF Summer Conference July 29 – August 1, 2018