Support

Many MatrixCare client support representatives have worked in long-term care and home care organizations. We know that your staff doesn’t have time to play phone tag or wait for a call back. That’s why we are committed to providing high quality, real-time support. Our focus is to make sure that you speak with an experienced professional that can answer your question on the first call. Our support teams have deep expertise in skilled nursing facilities, senior living communities, continuing care retirement communities, home care agencies and in the clinical care delivery, financial and operations functions within them.

Our processes are designed with you and your environments in mind. We strive to be ahead of the curve in understanding how imminent regulatory and other industry changes will impact your organization. MatrixCare delivers superior care to our clients, resulting in better operational and financial outcomes for their organizations.

MatrixCare Skilled Nursing

(866) 287-4987
support@matrixcare.com

MatrixCare Senior Living

(866) 493-3597 ext.2
MCSLsupport@matrixcare.com

MatrixCare Financials (AP/GL)

MatrixCare Marketing (REPS Leads)

(800) 552-9846
MCMsupport@matrixcare.com

MatrixCare MealTracker

(800) 755-3284
support@mealtracker.com

MatrixCare CCRC (formerly AOD Answers)

MatrixCare Home Care (formerly Soneto)

(561) 447-7111
support@stratisinc.com

Need Remote Assistance? If you are already working with a member of our support team and would like to enable remote access to your PC, simply click the link below.

Home Care Remote Launcher: https://get.teamviewer.com/matrixcare

Remote Support

Implementation

The MatrixCare® implementation methodology is focused on understanding the unique needs of your organization, facilitating staff engagement, successfully managing change, and ensuring rapid adoption of MatrixCare in your organization.

Every client is assigned a dedicated Implementation Project Manager (IPM). Your IPM drives the project to on-time, on-budget completion and is a change agent for your end users. Your IPM is one member of a team of resources that collaborates with your team to ensure a successful implementation.

The MatrixCare implementation methodology is a phased approach with key adoption milestones carefully managed by your IPM.

Initiation

IPM has initial discovery call and shares the basic plan with all stakeholders.

Planning

A MatrixCare Process Review (MPR) is conducted. Unique needs and requirements are identified, the final plan reviewed, and work begins.

Configuration

The system is set up and configured for use. Facilities and corporate setups are built.

Deployment

Data is converted and training occurs for all modules at time of need. Client begins using software and entering live data during training sessions or shortly after.

Optimization

Once the client is using MatrixCare, we conduct a post-implementation assessment, consults on best practices, efficient utilization of the system, and trains on more advanced features as needed.

Transition

Formalized handoff to our MatrixCare support team, including introduction to your Account Manager. We will identify any additional service needs and develop a plan to deliver them.

Training

MatrixCare® understands that providing superior care to your residents is your top priority. While implementing MatrixCare enables you to deliver superior care, your staff cannot stop everything to attend a training class. Our training schedules are designed to minimize disruption and maximize adoption.

Training is delivered online or onsite and takes the experience levels, roles, and unique needs into account. MatrixCare also provides specialized training for managers and executives.

Online help within MatrixCare and User Guides

New release support including Release Notes and Release Webinars

Training webinars related to specific product functionality

Consulting services

Account Management

Every MatrixCare client has a dedicated Account Manager to proactively support their business needs. Your Account Manager is not your salesperson, support person, software advisor, or operations consultant – he or she is all of the above. Our Account Managers are experts in long-term care and will ensure that you are aware of all of the opportunities to optimize the use of MatrixCare.

Your Account Manager collaborates with MatrixCare and other industry experts to proactively advise you on change management, problem solving, and optimization. MatrixCare delivers superior care to our clients, resulting in better operational and financial outcomes for their organizations.