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Digitising and simplifying the application process

The journey to receiving long-term care, whether in a residential or in-home setting can be quite complex having to navigate numerous administrative requirements.

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CLIENT Aged Care & Senior Living Operators

INDUSTRY Healthcare / Aged Care

BUSINESS SIZE Mid-to-Large Enterprise

SOLUTIONS Digitised Admission Transformation (Intelligent Automation + Salesforce CRM)

 

The pursuit of an optimised onboarding process has become a key objective for aged care providers. Their desired future state involves:
  • Streamlined and efficient document collection and review processes
  • Seamless communication and transparent documentation sharing through a centralised platform
  • Accelerated admissions by minimising missing or incomplete paperwork
  • Automated document processing and error-free integration with CRM systems
  • Real-time transparency into the application status for prospective residents
  • Optimised labour resources by automating administrative tasks
  • Tailored and personalised experiences for each applicant
  • Simplified compliance management and robust audit trail creation.

The lack of a streamlined, digital process means that aged care providers are missing out on valuable data insights that could help them improve their services and operations. The inability to quickly access and analyse admission data hampers strategic decision-making and process improvement efforts.

The stress and uncertainty associated with the admission process can create a negative first impression, potentially impacting the relationship between the facility and new residents from the outset.

Facilities that can overcome these hurdles will be better positioned to provide superior care, improve resident satisfaction and operate more efficiently in a competitive marketplace.

Innovior: digital transformation for a seamless admission experience

Here at Innovior, we've developed a comprehensive digital solution that enhances the residential aged care admission process. This innovative approach leverages advanced and emerging technologies to streamline operations, enhance communication and improve the experience for both staff and prospective residents.

The transformation begins as soon as an opportunity is marked ready for admission. This triggers an automated workflow that guides both staff and applicants through each step of the process, ensuring nothing falls through the cracks.

Key features of our digital solution include:

Automated communication system

Secure, user-friendly document upload portal

Real-time synchronisation with CRM systems

Streamlined document review and approval process

Status tracking and notifications for applicants

Timely reminders to prompt applicants to complete unfinished steps.

Direct communication channel with facility staff.

 

  • Applicant (logs into portal)
  • Guided through each step of admission process
  • Applicant submits required documents
  • Applicant submission syncs with CRM system
  • Opportunity owner alerted to review and approve documents
  • Applicant notified of admission process approval or additional requests (email and portal)

Detailed information about the aged care facility is readily available, helping applicants feel more connected and informed about their future home. Applicants can even contact their aged care facility point of contact directly through the portal, facilitating clear and efficient communication.

At the heart of our solution is a digital platform that integrates seamlessly with existing CRM systems. By harnessing the capabilities of Power Pages and Power Platform, we can create portals and websites that deliver an exceptional user experience.

The power of this solution lies in its ability to seamlessly integrate with various CRM platforms, facilitating efficient data flow and process automation. This integration ensures that all data flows smoothly between systems, providing a single source of truth for all admission-related information.

By digitising and automating the admission process, aged care providers can significantly reduce processing times, minimise errors and free up staff to focus on more value-added activities. Applicants benefit from a more transparent, less stressful admission experience, setting the stage for a positive relationship with their new care provider.

Key Takeaway

In an industry where care and efficiency are paramount, our digital solution offers a path to transform one of the most crucial touchpoints in the aged care journey. It's not just about digitising paperwork; it's about creating a more humane, efficient and effective admission process for all involved.

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