CRM to Integrate with PointClickCare for Senior Care and Long-Term Care Admissions 

PointClickCare helps senior care and long-term care organizations manage clinical and operational workflows, including resident care and admissions. 

However, bringing new residents into a facility also requires timely communication with hospitals, referral partners, and prospective residents’ families. 

For instance, when a hospital refers a patient to a skilled nursing facility, the facility’s admissions team needs to respond promptly to the hospital’s discharge planner. If the team takes too long to assess the referral or communicate the next steps, the discharge planner may refer the patient to another facility that can respond sooner. Families considering a facility also need timely answers about care options, availability, and the admission process.

Senior care providers therefore need a reliable way to manage hospital referrals, maintain communication with referral partners, and guide families through the admissions process. 

A customer relationship management (CRM) software helps organize these pre-admission activities. For organizations using PointClickCare, this guide explores how a CRM can support admissions and outreach workflows and compares CRM options for senior care and long-term care providers. 

How a CRM can complement PointClickCare’s admissions workflows 

PointClickCare helps senior care and long-term care organizations manage resident care and admissions-related workflows. Its tools support several key activities: 

• Documenting residents’ health information, care plans, and clinical progress in skilled nursing facilities. 

• Tracking prospective residents and monitoring occupancy and sales activity in senior living communities. 

• Receiving and reviewing hospital referrals, assessing whether a patient is suitable for admission, and tracking referral performance in skilled nursing facilities. 

• Connecting referral and admissions workflows with bed-management information to help teams make decisions based on facility capacity. 

How a CRM strengthens admissions and census management for long-term and senior care practices

1. Keep hospital referrals moving 

Hospital discharge planners are important referral partners for skilled nursing facilities. When a hospital is considering several facilities for a patient, a delayed response can cost a facility the admission opportunity. 

Research on skilled nursing referrals has found that slow referral responses can affect both admission opportunities and future referrals negatively. 

A CRM helps admissions teams assign each referral to someone the moment it arrives and track which ones still need a response. If review and admission stages are tracked in the CRM, staff can follow every referral through to admission. This makes it easier to spot delays in handling referrals. 

2. Give families a consistent admissions experience 

A family might speak with one staff member before a tour and another afterward. If neither has the full conversation history, the family may have to repeat their questions or wait for someone to find the information they need. 

A CRM gives staff a shared record of those interactions. After a tour, for instance, the admissions coordinator can record the family’s concerns and schedule a follow-up. Whoever speaks with them next can pick up where the previous conversation ended. 

3. Make referral data useful for admissions planning 

Referral volume alone does not show which sources help a facility fill available beds most effectively. Managers also need to know how many referrals lead to admissions and which sources consistently send prospects who meet the facility’s care requirements. 

A CRM helps teams record where referrals come from and track how prospects progress through admissions. Managers can compare how many referrals each hospital sends and how many of those referrals result in admissions. They can then spend more time building relationships with hospitals that regularly refer suitable patients or investigate why referrals from a particular hospital keep stalling. 

4. Give managers visibility across facilities 

For facilities managing several locations, referral activity can become difficult to oversee when each facility tracks its own prospects differently. A shared CRM dashboard can give managers a consistent view of pending referrals and follow-up responsibilities across sites. 

This helps them spot backlogs and direct attention where it is needed.  

5. Keep follow-ups with residents’ families on track 

After a resident moves into a facility, their family may still have questions about the move, required documents, or whom to contact about administrative matters. Staff may also need to follow up on paperwork that remains incomplete. 

A CRM can help assign these tasks to the right staff member and track whether they have been completed. For example, if a family needs to submit a missing document, the assigned staff member can receive a reminder and record the follow-up. This helps the administrative team close outstanding tasks without confusing them with clinical care, which remains the responsibility of the care team. 

Key CRM workflows that can benefit PointClickCare-based organizations

A CRM can help teams turn admissions priorities into repeatable workflows. Examples include: 

1. Coordinate hospital referrals 

Track each referral from the hospital discharge planner’s initial contact through admissions review and the decision to accept or decline the referral. Assign an admissions coordinator to follow up when patient information is missing or a decision is pending. 

2. Automate family follow-ups 

Schedule reminders after a family enquires about a community or visits for a tour. If the family needs time to discuss care options, the CRM can prompt the admissions coordinator to call again on the agreed date. 

3. Prioritize available beds 

When a bed becomes available, help admissions staff identify pending referrals that match the facility’s care requirements. 

4. Maintain hospital relationships 

Track which hospitals send referrals and how those referrals progress. Admissions managers can use this information to prioritize outreach, such as arranging a check-in with a discharge planning team whose referrals have regularly resulted in admissions. 

5. Coordinate post-admission administrative follow-ups 

When a new resident moves in, automatically assign staff to follow up on outstanding paperwork or make sure the family knows whom to contact about administrative questions. The CRM can track these tasks and remind staff when action is due. 

The workflows available depend on the CRM’s configuration and the data that can be exchanged with PointClickCare through an approved integration. 

What to look for in a CRM for long-term care and senior care facilities

When comparing CRMs, focus on whether the software can support your admissions process and work with your existing PointClickCare setup. 

• A configurable admissions workflow that tracks your referrals and family inquiries from first contact through the admission decision. 

• Clear ownership of each inquiry, with reminders for pending follow-ups. 

• Reports that connect referral sources to admissions outcomes. 

• Communication tools that respect contact preferences and applicable privacy requirements. 

• A shared view of admissions activity across locations, with access limited by staff role. 

• A defined integration path for the PointClickCare data you need to exchange. 

• Security safeguards and a business associate agreement (BAA) where required if the CRM handles protected health information. 

4 best CRM to consider alongside PointClickCare for your senior care practice 

HIPAA considerations when integrating a CRM with PointClickCare 

What to verify before connecting a CRM to PointClickCare 

Before connecting A CRM to PointClickCare, confirm how the two systems can exchange information. 

PointClickCare provides approved methods for external applications to access its data, but having an API does not guarantee that the specific records a facility needs will be available. 

Before implementation, confirm: 

• Whether a ready-made connector exists or custom development is needed. 

• Which records and fields the systems can exchange. 

• Whether information moves one way or both ways. 

• Whether updates happen automatically or require manual work. 

• Whether PointClickCare approval, additional fees, or development work are needed. 

Protect resident information when using a CRM 

If a CRM handles protected health information (PHI) on a facility’s behalf, the vendor will generally qualify as a business associate. HIPAA requires a business associate agreement (BAA) when that relationship applies. The agreement sets out how the vendor may use and disclose PHI and its responsibilities for protecting it. See HHS guidance 

A signed BAA does not, by itself, ensure HIPAA compliance; the parties must also put appropriate safeguards in place. 

Use case: Coordinating admissions across three skilled nursing facilities 

Consider a skilled nursing group with three facilities and 15 hospital referral contacts. Each facility manages incoming referrals, but managers struggle to see which referrals are awaiting a response or how referral activity differs across locations. 

For example, one facility may respond to hospital referrals promptly while another has several inquiries waiting for review. 

A CRM such as LeadSquared could give the group a shared view of referral activity. Each referral could be assigned to an admissions coordinator, with its current stage, next action, and due date recorded. 

Staff could also log conversations with hospital contacts to maintain a history of the relationship. Managers could compare referral outcomes and response times across all three facilities to identify delayed follow-ups and decide which hospital relationships need more attention. This gives them a clearer basis for coordinating referral work and setting follow-up priorities.  

See how LeadSquared CRM can complement your PointClickCare setup 

A referral can be a strong starting point for practice growth, but timely responses and consistent follow-ups help turn that opportunity into an admission. 

If you’re looking to strengthen your admissions process alongside PointClickCare, LeadSquared CRM can help. 

Our HIPAA-compliant healthcare CRM helps senior care organizations manage these activities through structured referral pipelines and reporting on admissions progress across your different facilities.

Want to see how this could work for your practice? 

Book a demo to discuss your senior care or long-term care facility’s needs and see whether LeadSquared is a good fit for your team. 

FAQs