Laurie Walling

Our secret to delivering the best customer experience

At MatrixCare, our customers are not just a number. We strive to build partner relationships with everyone we serve. That’s why we choose staff who have experience working in home health, hospice and private duty. They understand the importance of empathy and trust.

When customers are transitioned from implementation to customer success, they’re partnered with a Customer Success Manager — a customer experience specialist — who takes on a mentor approach. This helps us focus on building relationships and understanding the organization’s strategic vision to anticipate their needs and guide them toward success.

“MatrixCare feels more like a partnership. They work with us on our goals and how to get there, which I didn’t feel like I had at all with my last vendor. That is huge to me.”
– Division Controller, large home health and hospice in the southeast

A custom approach to each unique customer

While our partnerships are always built on trust, each customer is unique — whether it’s how they work with their patients or their technology needs — and we are committed to actively listening and asking very specific questions to learn more about their staff, patients and processes. 

We value and encourage feedback, which is why we schedule a dedicated call cadence to touch base and get feedback regularly. During these calls, holistic and collaborative discussions take place related to any changes within their organization, challenges they are having, upcoming release items in the MatrixCare solution and any recent successes to celebrate.

“MatrixCare makes us successful. They help drive us to deliver the quality care we know our patients deserve and to maintain our employee satisfaction.”
–Janell Solomon, Director of Compliance, Sangre de Cristo Community Care

An ongoing learning experience like no other

Since everyone absorbs information in different ways, we offer Community, a platform that contains various training methods to help ensure continued education — including reading, listening, and learning tracs.

Our trainings are related to new regulatory changes, feature and functionality updates, and refreshers on different areas of our solution. We make the learning experience fun and transformational, creating meaningful and lasting change.

“MatrixCare’s customer service works to our schedule and needs, not the other way around.”
–Sarah Thompson, RN, CHPN, CHPCA, Vice President of Hospice Services, Affinis Hospice

Best in KLAS, year over year

Nothing showcases our commitment to our customers like our multiple Best in KLAS award wins. It has been our honor to receive Best in KLAS rankings for home health and hospice year after year and we attribute this to our passion in the industry and partnership with our customers. That ranking is solidified in the scores and feedback we receive from executives at each agency.

We pride ourselves on these achievements, but are always mindful about what else we can do to ensure our customers’ satisfaction and success.

Connect with us today to learn more.

Laurie Walling

Before joining MatrixCare’s professional services team in 2018, Laurie Walling successfully managed key departments within companies ranging from small startups to large publicly traded entities. As Senior Director of Customer Success, where she works with the MatrixCare Customer Success team, she brings proven expertise in project management, professional services, and customer success management.

Laurie’s passion lies within the post-acute care side of the healthcare continuum and is dedicated to partnering with customers to ensure their success throughout their technology journey. During her tenure, MatrixCare’s EHR solution for home health and hospice has been named Best in KLAS across multiple categories for five consecutive years. Laurie’s commitment to providing world-class customer experiences is solidified by the positive feedback received from C-level executives.

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