The Client:
Sunnyside Communities is a nonprofit Continuing Care Retirement Community with more than 800 residents and 550 employees on three distinct and award-winning communities across Virginia.
The Challenge:
In the fall of 2021, Sunnyside Communities started the implementation process for PointClickCare, a leading health care technology platform for long-term, post-acute care providers. PointClickCare provides an onboarding checklist and timeline for meeting certain implementation milestones and preparing for go-live.
A PointClickCare implementation is a significant undertaking (in terms of cost, effort and process adjustment) for health care organizations of any size. With so many financial, operational and management responsibilities already on the plates of Sunnyside’s leaders, it was hard to find the bandwidth to dedicate to PointClickCare’s rigorous implementation timeline. It was time to seek more help and assistance, which luckily came from a familiar name to the Sunnyside team — RKL.
Since the start of 2021, RKL’s senior living advisors had been providing training for Sunnyside’s medical billers. Upon learning of the retirement community’s implementation challenges, these RKL advisors introduced Sunnyside to the firm’s PointClickCare experts.
The RKL Approach:
RKL’s existing familiarity with Sunnyside’s financial and billing teams combined with its status as an official PointClickCare partner allowed the firm to support the retirement community through the implementation in a way that met its goals, needs and comfort level.
The learning curve for PointClickCare can be steep, so RKL took a high-touch and customized approach to supporting Sunnyside through the implementation. Thanks to RKL’s in-depth knowledge of this specific product and medical billing generally, the advisors worked with Sunnyside to understand not only what information they needed to input but why.
Knowing the reasons behind the required implementation steps helped the Sunnyside team understand the value and importance of the system. The RKL team explained how the information required would translate into the system operations and play into financial and regulatory outcomes for the retirement community. RKL customized out-of-the-box settings to optimize the system, increase efficiency and eliminate redundancies. The firm’s PointClickCare experts also helped Sunnyside assess and improve the quality of the data going into the system to ensure the retirement community could rely on quality reporting as needed and on demand.
The Results:
RKL made sure Sunnyside had a smooth and successful PointClickCare implementation, but the partnership didn’t stop there. The firm continued to walk the journey with the retirement community, providing ongoing training and education and highlighting teachable moments to maximize the benefit received from PointClickCare. Plus, RKL is able to handle any software updates or changes in Medicare regulations to keep the system running effectively.
Throughout it all, RKL’s PointClickCare advisors developed documentation and leave-behind resources that empower Sunnyside’s staff to solve problems and troubleshoot while remaining available for questions or concerns that pop up throughout the process.
As Sunnyside Communities Chief Financial Officer Ken Boward noted, “We leaned on RKL heavily to get through the PointClickCare implementation, and we had excellent results. Our advisors were knowledgeable, efficient and responsive, so we felt that we got a high level of support at a real value to our organization.”
Moving forward backed by RKL’s expertise, Sunnyside is confidently maximizing its PointClickCare system to support its residents’ health care journeys and improve clinical outcomes.
To learn more about how RKL can drive real results for your organization, send us a message or contact one of our local offices.
