Customer Spotlight: Integrated Care Communities (ICC)
Integrated Care Communities Cuts Billing Time by 75% with ECP Billing and Payment Processing
About the Organization
Organization Name:
Integrated Care Communities (ICC)
Website:
Chief Contributor:
Phil Saucedo
Chief Financial Officer (CFO)
Organization Type:
Assisted Living and Memory Care
ECP Suite:
Billing and Payment Processing
Organization Description:
Integrated Care Communities (ICC) is a nonprofit assisted living provider in California, operating four home-like cottages that serve both private pay and Medi-Cal waiver residents. With over 20 years of experience, ICC focuses on delivering compassionate, high-quality care in secure, comfortable environments. By balancing operational efficiency with a resident-first philosophy, ICC strives to enhance both family satisfaction and staff productivity, while meeting the unique needs of residents in assisted living and memory care programs.
Integrated Care Communities (ICC), a nonprofit assisted living provider in California, operates four home-like cottages serving both private pay residents and those under the state’s Medi-Cal waiver program. Managing billing for over 70 residents across complex payment sources presented significant challenges for ICC. By adopting ECP Billing with integrated payment processing, ICC streamlined its financial operations, saving time, reducing errors, and improving the resident family experience.
The Challenge
Before implementing ECP Billing, ICC’s CFO, Phil Saucedo, handled billing and payments manually:
- Invoices were generated individually and required multiple confirmations against a master spreadsheet.
- Payment collection involved separate workflows for ACH, credit cards, and checks, requiring entry into multiple systems. Each payment would have to be run one at a time, and then recorded back into their old system.
- Manual posting of payments consumed hours of time and introduced risks of errors.
Managing these tasks for both private pay and Medi-Cal waiver residents took Phil over four hours per billing cycle, with additional time needed for corrections and reconciliations.
The Solution
To address these inefficiencies, ICC implemented ECP’s Billing product with integrated payment processing. Key features that delivered results included:
- Automated billing for private pay and waiver programs.
- One-step payment collection and posting for ACH and credit card payments.
- Email-based invoicing, replacing manual mailings and saving hours of staff time.
“ECP Billing replaced multiple steps with just one. I don’t have to manually run payments, post them, or send invoices through the mail anymore—it’s all integrated.”
Phil Saucedo, Chief Financial Officer
Smooth Implementation with Hands-On Support
While implementing new software can often feel overwhelming, ECP’s dedicated support team ensured a smooth transition for Integrated Care Communities. Phil noted the exceptional support provided by ECP’s team:
"Thomas [Lee] was always available to answer questions and walk me through the process, even for the smaller things. Having that hands-on support helped us get up to speed quickly and ensured everything worked as it should."
Phil emphasized that ECP's guidance made the implementation process worth the effort, allowing the team to fully leverage the product's many robust features.
The Results
ECP Billing transformed ICC’s billing workflows, delivering significant time and operational savings:
- 75% Reduction in Billing Time: Billing processes now take just 1 hour instead of 4.
- Streamlined Payment Collection:
- Payments are processed and posted in a single step.
- ACH and credit card payments now account for 80% of ICC’s payments, a 33% increase since implementing ECP Billing.
- Postage and Administrative Savings: ICC reduced mailed invoices by nearly 80%, eliminating the need for envelope stuffing and postage costs.
- Improved Accuracy: Integrated billing and clinical workflows reduced errors, especially during new resident move-ins.
Phil noted: “The time savings alone offsets any increased fees. We’re not chasing payments or handling multiple files anymore—everything is faster and more accurate.”
Customer Satisfaction
ICC’s resident families appreciate the seamless billing experience. Most families have transitioned to electronic payments, and emailed invoices ensure clarity and timeliness. “We haven’t received complaints—silence means satisfaction.” Phil added.
Why ICC Chose ECP
When evaluating other solutions, ICC prioritized having an integrated platform that included billing, clinical workflows, and reporting. Competitors lacked key modules or promised future features, which didn’t align with ICC’s immediate needs.
“ECP gave us everything in one system. It’s a lot to take on, but having billing integrated with clinical workflows was worth it.” Phil said.
Conclusion
By implementing ECP Billing, Integrated Care Communities achieved faster, more accurate billing while saving time and resources.
Key Takeaways:
- Billing time reduced by 75%.
- Payments streamlined with ACH and credit card integration.
- Administrative and postage costs significantly reduced.
Take Advantage of Our Billing Promotion
Right now, ECP is offering a $500 statement credit for new customers who try payment processing. Streamline your billing operations, reduce manual work, and improve your team’s efficiency—just like Integrated Care Communities.
Ready to simplify your billing processes? Schedule a demo today and claim your $500!
About Integrated Care Communities:
Integrated Care Communities (ICC) is a nonprofit assisted living provider in California, operating four home-like cottages that serve both private pay and Medi-Cal waiver residents. With over 20 years of experience, ICC focuses on delivering compassionate, high-quality care in secure, comfortable environments. By balancing operational efficiency with a resident-first philosophy, ICC strives to enhance both family satisfaction and staff productivity, while meeting the unique needs of residents in assisted living and memory care programs.
About ECP:
ECP is a leading provider of eMAR, EHR, Billing, and CRM software to over 6,500 senior living communities, group homes, communities for individuals with intellectual and developmental disabilities, and other long-term care settings across all 50 states. ECP’s mission is to build world-class software and to partner with senior living and long-term-care operators to make residents, family, and staff happy, and achieve best-in-class clinical, operational, and business outcomes.
