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Western Home Communities Doubles VA Revenue with Smartcare Support


Smartcare Software helps Iowa-based senior living community’s home care division double VA revenue.

When Western Home Communities’ senior living software partner, PointClickCare notified them about an integration with Smartcare’s home care software, they knew it was exactly what they needed to manage and develop their atHome business unit.

What they didn’t expect was that having a dedicated customer success team at Smartcare would lead to doubled revenue.

In Fall 2022, Western atHome’s VA clients were having trouble with billing. After a call to Smartcare’s customer success team, Haley Burbridge, Western Home’s Accounts Receivable Billing Associate was connected to Katie Ortell, Smartcare’s Subject Matter Expert.

“Working closely with Katie, we were able to generate a lot more revenue,” Haley Burbridge said. “We’re seeing more and more payments come in so that’s been really exciting. She’s my go-to person and she’s the best. She was absolutely instrumental in doubling our revenue.

Western Home Communities

Western Home Communities of Cedar Falls, Iowa, is composed of Active, Independent, and Assisted Living options across their many campuses. In addition to memory care, nursing care, and skilled care, Western Communities also includes an atHome division.

With a goal of keeping clients safe and independent in their homes, Western Communities provides nursing care and companion care including bathing, grooming, activities of daily living, meal assistance, medication reminders/administration, transportation errands, and light housekeeping.

At Smartcare, we aim to create a real, human connection.

It’s Smartcare’s goal to be a partner for our users. This was exemplified by the ongoing support that Katie performed with Haley.

Haley says, “I know Katie has a busy schedule, and she still tries to fit me in when she can. It’s not just troubleshooting but she’ll give me shout-outs like, ‘hey, you got this’ ‘you’re doing it the right way’ and ‘don’t second guess yourself.’”

Smartcare works with payers such as the Veterans Affairs (VA), Medicaid, and Managed Care Organizations (MCOs). Western atHome is primarily Private Pay, VA, or the Northeast Iowa Area Agency on Aging (NEI3A), so Haley was thankful that Smartcare has knowledgeable support to help with these payers.

“Once I met with Katie and I realized how much we needed to work on, we formed a relationship,” Haley said. “It was multiple meetings of correcting the settings, billing, and applying payments. She’s really helped me navigate all the rules of VA billing. I keep her close now.”

Smartcare believes that our customers should have real people that they can get in touch with quickly.

Haley states, “I talk on the phone with a lot of insurance companies, and I rarely get the feeling that they actually want to help me — it’s just that they have to. When I get support from Smartcare, I always feel like they actually want to help me.

Senior Living Platform Interoperability

With integrations to commonly used senior living platforms, like PointClickCare, Smartcare makes it easy to log in from any device. Smartcare’s senior living interoperability allows you to easily share client/resident data and simplify invoicing, saving you time and headaches.

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