Overview
Johnie Burke, Director of Care Transitions, and Tim McDermott, Manager of Sales and Business Development at Masonicare, discuss how Marketscape CRM enhances field efficiency, personalizes outreach, and supports data-driven decision-making.
Masonicare has been a valued Trella Health customer since May 2020. Masonicare is Connecticut’s leading not-for-profit provider of senior living and healthcare services, offering a comprehensive continuum of care. Services include independent and assisted living, memory care, skilled nursing and rehabilitation, home health, hospice, and palliative care, as well as non-medical home care. Additionally, Masonicare provides acute care through a geriatric behavioral health hospital and a wide range of outpatient services. This holistic and integrated approach ensures seniors receive tailored support at every stage of life.
Key CRM Benefits & Features
Real-Time Data Access and Customizable Dashboards
- Johnie and Tim highlight the power of Trella’s customizable dashboards, which serve as the go-to landing page each day. With quick snapshots of key metrics and a visual overview of goals and progress, Johnie and Tim can make immediate, data-driven decisions. “The visuals are a great way to see everything at a glance,” Johnie notes, underscoring how Trella has made accessing and interpreting data significantly easier.
- The use of dashboards guides field liaisons, helping them understand how they spend their time and where improvements can be made. This focus on actionable data helps drive efficiency and empowers liaisons to make informed decisions.
Simplified Documentation and Reporting
- Previously, Johnie relied on manual spreadsheet documentation, which meant revisiting old records to track progress and outcomes. Now, Trella’s CRM has streamlined this process, enabling instant access to up-to-date information without extra steps.
- The CRM’s voice dictation and note features allow liaisons to document in real-time, alleviating stress and ensuring information is accurate and timely.
This functionality also supports a smooth onboarding process, as new team members can pick up where others left off, creating a seamless experience.
Goal Tracking and Motivation
Trella’s Goals tab has been a motivating addition for both Tim and Johnie’s teams. Liaisons are driven by meeting referral and admit goals and have shown excitement and engagement with their performance metrics. This goal-oriented approach has been crucial in fostering a culture of achievement within the team
Customer Spotlight
In-Field Communication and Personalization
For Johnie, Trella Health’s CRM has added a layer of personalization to patient referral interactions, enabling liaisons to acknowledge key details like patient status updates and even favorite coffee orders. These personalized touches make interactions more meaningful and strengthen referral relationships.
CHALLENGES SOLVED WITH TRELLA’S CRM
Before Trella, teams struggled with manual documentation and a lack of structured data. The CRM has simplified processes, reducing time spent on administrative tasks and enhancing data accessibility. This improvement has helped Johnie focus on coaching and mentoring his team, leveraging the wealth of data to guide strategies and recognize individual achievements.
Additionally, the CRM’s integration with Masonicare’s EHR (Netsmart) has improved the team’s ability to view patient outcomes and trends, enabling a holistic approach to managing referral relationships. Trella’s CRM has also helped identify high-potential accounts and track growth over time, an essential factor in strategic business development.
SUCCESS STORIES AND MEASURABLE IMPACT
Johnie has noticed a tangible impact on his team’s productivity levels, especially for those using the voice dictation feature to document in real-time. As a result, liaisons feel more organized and less overwhelmed, freeing them to focus on building stronger connections with referral sources.
The CRM has also helped them identify and encourage high-potential accounts, with data showing increases in referral volume over recent months.
ADVICE TO POTENTIAL TRELLA HEALTH CRM USERS
Johnie’s advice for other home health businesses is clear: “If you’re data-driven, having this information at your fingertips is invaluable for decision-making and strategy.” He emphasizes the accessibility Trella Health’s CRM offers, allowing leaders and field teams alike to act quickly on insights and create effective, personalized outreach strategies.
To learn more about Masonicare, visit their website here.
