How does SeniorCRE triage inbound inquiries so the right lead gets the right response?
Design target · Expected outcome
+10–20% inquiry-to-tour; −5–8 days to move-in
Design target modeled from workflow design. No operator community has been measured, no approved Evidence Record supports it, and business outcomes remain contributory — figures are targets, not results. See Industry Findings for methodology.
Incumbents this workflow touches
Performs in-platform: Multiple inbox + CRM logging
Integrates with (Tier 3): Enquire CRM · Continuum CRM · Sherpa CRM · HubSpot · Salesforce
SeniorCRE does not “replace” the EHR. Where PointClickCare, MatrixCare, Yardi, or OnShift are in place, the workflow runs on top of the existing record via integration.
The problem
Inbound inquiries arrive on the website, the phone, and from referral partners. In most communities they get logged in three different systems and worked in inverse priority — whoever is loudest wins.
How the platform runs it
Every inquiry enters a single pipeline scored on payer-mix fit, acuity match, urgency, and source. SLAs route the highest-fit leads to senior sales counselors and the rest into structured nurture sequences. Every touchpoint — call, email, tour, follow-up — logs against the lead record. A daily standup runs from one funnel, not three.
On the shift
A web inquiry arrives at 10:47 a.m. — adult daughter, mother needs memory care, looking within 30 days. The system scores it (high intent, high urgency, qualified payer mix), routes it to the marketing director’s queue, and prompts the first outreach inside the SLA window. By 11:18 a.m. the call has happened, the tour is on the calendar for Thursday, and the family has the pre-tour packet by email. Source attribution captures that the lead came from the memory-care landing page; the cost-per-lead by channel updates the marketing dashboard.
What the outcome looks like
Expected outcome: inquiry-to-tour rates rise 10–20% and the average move-in time from first inquiry compresses by 5–8 days.
What goes wrong without it
On a generic CRM, the same inquiry sits in a shared inbox until someone notices it after lunch. The first call goes out at 3 p.m.; the family has already toured a competitor. The tour gets scheduled for the following Tuesday because the calendar is opaque. Source attribution is "web" — useless for budget decisions.
Show me the evidence
Operators do not buy claims. They buy proof. If anything on this page reads as aspirational, ask us to walk you through the surface in production for a community at your acuity and payer mix.
Where this connects in the platform
Every admissions workflow runs on the same record. These are the feature pages, head-to-head comparisons, and pillar articles that go deeper on the surfaces this workflow touches.
Feature surfaces
Compared head-to-head
Admissions and CRM references
Admissions workflows on this page reflect the Pre-Admission Screening and Resident Review (PASRR) requirements, HIPAA marketing rules for referral sources, and CMS hospital discharge planning Conditions of Participation.
- Hospital Discharge Planning Conditions of Participation — Final Rule
CMS / Federal Register
Sets the discharge planning timelines and the patient-choice requirements that drive referral channel design.
- PASRR — Preadmission Screening and Resident Review
Medicaid.gov
Federal screen required before Medicaid-funded SNF admission; gates the workflow for serious mental illness and intellectual disability.
- HIPAA Marketing Rule (45 CFR 164.508(a)(3))
eCFR
Governs how referral relationships, sponsorships, and patient outreach can be structured without violating authorization rules.
- F-622 — Transfer and Discharge Requirements
CMS
The interpretive guidance for resident-initiated and facility-initiated discharges that bookend the admissions lifecycle.