Are your marketing efforts attracting the right prospective residents? Are your staff providing a compassionate, high-quality experience when answering calls from seniors and their families? In the senior living market, every phone call is an opportunity—often the first impression a family has of your center.
But do you know which marketing efforts are driving those calls? Are you missing potential residents because of unanswered inquiries? Call tracking helps senior living communities not just capture calls but truly understand what’s working in order to attract more residents, improve response times, and optimize marketing investments.
But before implementing call tracking, you may have questions like:
- Can call tracking support HIPAA compliance and resident privacy?
- How does it secure sensitive health and financial information?
- What insights does it provide to improve marketing ROI and operations?
- Is the investment cost-effective for senior living centers?
Let’s put these and other concerns to rest. Read on to learn how CallRail’s Call Tracking solves them with ease and ensures compliance, security, and marketing success for senior living centers.
How can senior living centers ensure privacy and HIPAA compliance with call attribution?
Medical histories, treatment plans, and financial details — residents and their families should never worry about their personal information being exposed. However, maintaining HIPAA compliance in senior living centers can be challenging, especially when security protocols vary between external healthcare providers.
Ensuring staff receive proper HIPAA training while managing other onboarding priorities adds another layer of complexity. At the same time, balancing data security with resident and family autonomy requires careful oversight. Yet, for senior living centers, safeguarding this data is not just a best practice; it’s a legal requirement under HIPAA and HITECH.
Call attribution provides valuable insights into marketing effectiveness, but it must be implemented in a way that protects resident privacy and complies with healthcare regulations. By choosing a call tracking provider that supports HIPAA compliance, senior living communities can gain visibility into their marketing efforts while maintaining the highest standards of data security and patient confidentiality.
CallRail ensures senior living centers are covered
Residents and their families trust senior living centers to keep personal information like medical histories, treatment plans, and financial details secure. Protecting this data isn’t just about compliance, it’s essential for maintaining trust and delivering quality care. Under HIPAA and HITECH regulations, all conversations between residents, families, and senior care staff must remain private and secure.
Ensuring HIPAA-compliant call attribution requires strict security measures that safeguard resident data at every stage. CallRail’s Call Tracking is designed with compliance in mind, providing:
A Business Associate Agreement (BAA)
For each covered entity, we sign a BAA to support HIPAA and HITECH compliance, but that’s just the launchpad for more robust protection. A third-party audit firm regularly tests our controls, and we put stringent measures in place.
Encryption at rest
All call records, web visitor sessions, and call routing data are fully encrypted when stored on disk, protecting data even if hard drives fail, are decommissioned, or stolen. Need a report? Data can easily be decrypted.
Secure access
You don’t have to worry about password sharing or compromised credentials either. Each user is given unique login credentials, plus sessions automatically time out after 30 minutes of inactivity to prevent unauthorized access.
Private network
All calls are routed through a private network separate from the public internet. CallRail protects your center with hardware firewalls to ensure that only expected traffic is allowed.
With HIPAA-supportive call attribution, senior living centers can confidently track marketing effectiveness and optimize operations, all while ensuring resident privacy remains uncompromised.
Does Call Tracking and attribution provide accurate data?
Your senior living center will use call records to inform interactions with residents and their families. They will also play a key role in helping plan future marketing efforts, so it’s logical to have concerns about the reliability and precision of the call tracking data.
CallRail’s reliability
CallRail ensures data accuracy to provide maximum ROI and return on ad spend (ROAS). CallRail’s Call Tracking platform collects the key data you need:
- Quick installation of call tracking numbers delivers insights from your website and forms.
- Conversation Intelligence® technology provides accurate transcriptions and helps auto-qualify leads.
- Conversation analytics brings call, text, and chat together in one place.
- Marketing reports search keywords and campaign tracking and gain insights about campaign ROI and trending keywords. You can even build custom reports.
Is call tracking and attribution cost-effective for senior living centers?
With fluctuating occupancy rates, cost of care, and rising marketing costs, every dollar counts for budget-conscious senior living centers. Operators need to track the return on investment for marketing and advertising spend carefully. Our Call Tracking gives you the tools to do just that by allowing you to:
- Understand which marketing channels drive the most inquiries, tour bookings, and new residencies.
- Reduce wasted ad spend by allowing you to focus and expand only high-performing campaigns.
- Improve staff response rates, training quality, and follow-ups with real call data.
Without call tracking, it’s nearly impossible to know which efforts are bringing in prospective residents and which are draining your budget. A data-driven approach ensures that marketing dollars are spent effectively, occupancy rates improve, and every call counts.
CallRail’s cost-effective Call Tracking solution for senior living centers
Gain full visibility into every phone call and form submission with flexible pricing that fits your facility’s needs. Call Tracking is available on a monthly or annual plan with an allotment of phone numbers and monthly minutes tailored to your usage. Each tracking number is directly linked to both digital and offline marketing campaigns, giving you complete attribution insights. Plus, with AI-powered call analytics, you can automatically qualify leads, improve marketing efficiency, and ensure your team focuses on the most valuable inquiries.
But if you’re second-guessing the investment, asking these questions can help guide your solution choice:
- Does the call tracking provider you’re considering support HIPAA compliance?
- Does the solution integrate with marketing tools senior living centers use daily?
- Are call recordings and transcriptions available?
- Can it analyze staff performance and call quality?
- Does the software enable call monitoring?
Does call tracking improve interactions with residents and their families?
Communication with potential residents and their family members will determine whether a new lead will trust you, as well as whether existing residents will continue using your services. Wondering how call tracking might affect those interactions? Here’s how.
CallRail ensures frictionless conversations
Call Tracking data informs the analytics, so every time a call, text, or chat comes through, you know the ad, campaign, or keyword that inspired the interaction.
- Customize call queues, such as by adding custom messaging related to the campaign that drove callers.
- Review communications through recordings to monitor call quality and agent performance, and gain agent-level insights to see which agents perform best.
CallRail’s call routing handles callers as soon as they connect
Once a potential customer dials your tracking number, the call flow builder diverts them to available agents who immediately see their interaction history. Routing options depend on your facility’s needs and include:
- Round robin to assign calls to agents sequentially.
- Simulcall to route calls to multiple agents simultaneously.
- Geo-routing to route calls to agents based on caller zip code.
- Responsive routing to assign calls based on data points, such as lead qualification status.
What security measures should senior living centers consider for call tracking?
When implementing call tracking, senior living centers must ensure resident and family information remains protected while maintaining compliance with HIPAA and HITECH regulations. To safeguard sensitive data, facilities should evaluate their call tracking provider’s security measures, including:
- User authentication and access controls – Does the platform offer two-factor authentication and unique logins to prevent unauthorized access?
- Data encryption – Are call records, routing data, and visitor sessions encrypted both in transit and at rest?
- Secure integrations – Does the system encrypt data when connecting to third-party platforms like CRMs or analytics tools?
- Compliance safeguards – Does the provider sign a Business Associate Agreement (BAA) and undergo regular security audits?
Without these protections in place, call tracking data could be vulnerable to breaches or unauthorized access. The right call tracking solution should provide strong security controls to ensure compliance and protect resident privacy.
CallRail implements advanced features to ensure security
Protect your account, billing details, customer information, and logins. CallRail protects your senior living center and its residents by offering security features, such as:
- Two-factor authentication to log into accounts via a password and text message or authentication app.
- Google sign-in to log in with your Google credentials instead of a unique password.
- Encrypted webhooks send customer data to third-party systems by encrypting transmission via HTTPS.
Does call tracking integrate with existing systems?
Managing multiple tools for different tasks can quickly become overwhelming, especially without a seamless way to connect them. CallRail’s Call Tracking integrates with marketing, CRM, and analytics platforms, ensuring your call data works effortlessly alongside your existing systems to improve efficiency and decision-making.
CallRail powers integrations
The CallRail REST API helps you integrate custom software, providing the ability to access and modify data as needed. The call tracking system integrates with various marketing, communication, and automation tools, including:
- Salesforce to see call and text activity, lead attribution, and customer information.
- Google Ads to track calls as conversions and connect PPC campaign clicks to phone calls.
- Google Analytics to send call, text, and form data as unique events every time someone gets in touch.
Integrations make customization possible. You can measure campaign performance via multi-channel call attribution, while analytics help to optimize ad campaigns, increase acquisition effectiveness, and improve patient retention.
Implement Call Tracking to grow your senior living center
In the senior living industry, marketing is about more than just lead generation — it’s about building trust with residents and their families. Call tracking helps ensure every interaction is seamless, compliant, and high-quality.
Optimize your marketing and resident experience with technology that delivers real results. CallRail helps you track which campaigns bring in the most prospective residents, improve call handling by ensuring staff provide compassionate, informed responses, and stay compliant by protecting sensitive information while gaining valuable marketing insights.
Try CallRail today with a 14-day free trial.
