ASSISTED LIVING
An EMR Built Around the Service Plan, Not a Hospital Floor
Your community is a residence first. GlaceEMR fits assisted living exactly, with state-configurable workflows, a supervision eMAR, and a billing service that ties level-of-care rates to the documented plan, at a percentage of collections with 95%+/99%+ results*.
*Of payer-allowed amounts.
WHAT WE HEAR FROM ALF OPERATORS
Your Software Was Built for Somebody Else
Assisted living lives in a regulatory space of its own. It is not skilled nursing, there is no MDS, and residents are not patients on a floor. Care runs on the service plan, on the supervision-versus-administration line, and on state rules that change at every border. Four pains come up in the first thirty minutes of almost every discovery call.
Supervision vs administration is blurred
Surveyors examine the line in every state. When the screen makes aides chart it as one med pass, the detail the inspector wants is not in the record, and the gap is the first thing she finds.
The plan drives the rate, nobody proves it
When the level-of-care change and the service-plan update live in separate systems, one lags. The family argues the invoice, or you run the higher care at the lower rate for two weeks.
Multi-state means documenting wrong
Review cadence, staffing detail, incident formats, and supervision language differ by state. When one template documents two states, one community is out of compliance with its own rule.
Family communication is reactive
Adult children expect the change-in-condition call within hours and an answer by morning. When it runs on memory, somebody falls through, and the family that feels uninformed moves their resident.
GLACEEMR FOR ASSISTED LIVING
A Residential Platform Built Around the Service Plan
GlaceEMR is ONC-certified, with 30+ years of company history behind it, and is configured for the residential setting before training starts. The chart your charge nurse opens on day one already holds the service plan, the supervision eMAR, and the state workflows your community runs on. Every capability below ships today.
Service plan at the center of the record
A structured document of the assistance each resident needs across ADLs, medications, and supervision, tied to a level of care and reviewed on the cadence the state requires. The plan that runs care runs the rate.
Medication-supervision eMAR with barcode
Supervision versus administration captured per resident per the self-administration assessment, barcode scanning at the cart, and residential formulary favorites. The distinction surveyors examine lives in the record, not in memory.
State-configurable compliance documentation
Review cadence, staffing detail, assessment timing, incident formats, and supervision language are configurable, so a multi-state operator documents to each state’s standard from one platform and a single-state community meets its own rule automatically.
Memory care and wandering management
Cognitive screening, wandering-event capture, behavioral flowsheets, and redirection documentation are built-in workflows. The hard afternoon that used to live in free text becomes structured data that drives the care plan and the family conversation.
Change-in-condition workflow
When a resident’s status shifts, one workflow drives the assessment update, the physician notification, the family call, and the level-of-care reconsideration. The acuity transition that should not be missed does not get missed.
Census, incidents, and outside-provider loop
Move-ins, transfers, and respite stays track as one census. Incident reports route to the director and corporate compliance and generate the family letter. PCP, specialist, hospital, and hospice documents land in a worklist instead of on the fax tray.
Included with GlaceEMR vs usually an add-on
When you price out another residential platform, count what is included before you compare the headline number. The rows below are upsells or separate vendors almost everywhere else, each with its own renewal date. They ship with GlaceEMR, with no tier games and no surprise line items.
| Capability | Most platforms | GlaceEMR |
|---|---|---|
| Community-branded family communication portal | Third-party vendor | Included |
| Move-in self-check-in kiosk, English and Spanish | Add-on license | Included |
| Telehealth and visiting-provider scheduling | Separate seat license | Included |
| GlaceOffice administration suite (HR, PTO, credentials) | Separate subscription | Included, free for clients |
| Native iOS and Android apps for staff | Mobile-web only | Included |
| Multi-community, multi-state, role-based access | Per-site upcharge | Included |
One community can grow to a regional portfolio across state lines on the same platform, with each community documenting to its own state’s rules and no contract to renegotiate when you add a building next quarter.
FROM PLAN TO RATE
The Plan That Runs Care Runs the Rate
A service-plan update moves the level of care, and the level of care moves the rate, the family communication, and the documentation an auditor wants to see, on the same day. The two-week gap between care and rate that quietly costs you rent does not open, because one record carries the resident from assessment to invoice.
GLACERCM FOR ASSISTED LIVING
Billing Built for Private-Pay, Waivers, and Levels of Care
GlaceRCM bills your claims in your EMR or ours, at a percentage of collections with no base fees. We would rather run it on our platform, where the rate sees the full plan, but if you are staying on your system our team works your claims there. The service is built for the ALF mix: tiered level-of-care rates, private pay, and Medicaid HCBS-waiver claims.
95%+
First-pass claim adjudication. Waiver claims and ancillary charges pay on the first submission, with no rework and no week lost to denial follow-up.
99%+
Collection rate of payer-allowed amounts*. The dollars the waiver program contractually owes you actually arrive, because we work the queue to resolution.
$0
Implementation fee, setup charge, and monthly minimum. We get paid when you get paid, so our interests and yours line up from the day the contract is signed.
*Of payer-allowed amounts.
Rate tied to the documented plan
When the plan moves from level two to level three, the rate moves with it on the same day, the family communication generates, and the auditor finds the documentation that justifies the change.
Medicaid HCBS-waiver claims, worked to resolution
Waiver billing varies by state. Our team works the waiver queue every day, knows which evidence packet each program wants, and tracks every claim to resolution. A write-off happens only when you sign off.
Private-pay invoicing and family calls handled
Monthly statements layer level-of-care, ancillary, and medication-management charges. Adult children call our US-based billing center about a balance, not your front desk, and soft collections are handled in-house.
A named billing specialist
A dedicated account manager who knows ALF revenue, the waiver programs in your state, and your ancillary mix. Not a ticket queue, not an offshore call center. They know your community by name within a month of go-live.
Percentage of collections, no base fees. Credentialing and payer enrollment for your on-site medical director and visiting NPs, daily statements, and the US-based call center are part of the service, not separate line items. Payer Analyzer breaks the private-pay-and-waiver mix down the way an owner or CFO wants to see it, so revenue legibility is a report, not a spreadsheet exercise.
AI AND FAMILY ENGAGEMENT
The Documentation, the Oversight, and the Phones
Every AI capability is a suggestion your team reviews and selects. Service-plan changes wait for your nurse’s approval and rate updates wait for your administrator’s confirmation before they touch a statement. The AI is built on HIPAA-compliant infrastructure from Amazon, Google, Anthropic, Deepgram, ElevenLabs, and other enterprise AI providers, with multi-vendor architecture that preserves operational redundancy.
GlaceScribe
Ambient documentation tuned to the residential setting: service-plan assessments, change-in-condition notes, behavioral observations, and family-meeting summaries. Up to four speakers, English and Spanish family-facing. The move-in assessment and the family meeting finish when the conversation finishes.
GlaceIQ
30+ AI features tuned to a community: service-plan-review-due surveillance, change-in-condition pattern detection, fall-risk re-screen prompts, level-of-care rate suggestions, and transition-planning candidate review. Your team reviews and selects each one.
GlacePhoneSmart
An AI phone agent answers as your community in English or Spanish, books tours into the sales calendar, routes urgent family calls to the on-call nurse, runs reminder campaigns for care conferences, and surfaces voicemail summaries so the front desk stops drowning at move-in season.
A community-branded family portal, mobile app, kiosk, SMS, and email round out the stack, with English and Spanish on every family-facing surface. The eighty-year-old resident who only reads paper, the daughter who only opens text, and the bilingual son who checks email at midnight all see the same incident notification, and replies route back into the record as structured tasks instead of into an inbox somebody reads on Monday.
SWITCHING IS EASIER THAN YOU THINK
Coming From Another Platform
Most communities we onboard are leaving a legacy residential platform, a billing-first product, or a skilled-nursing system that never fit the social-model reality of an ALF. The transition is the part you dread most, and the part we have done many times. Implementation is $0, data migration is included, and your account manager runs the move and stays your account manager after go-live.
DAY 1
A record that already looks like yours
Your charge nurse logs in to migrated resident histories, active service plans, current medication lists, level-of-care tiers, and family contacts, with your service-plan templates, supervision eMAR, and state review cycles already wired in. EMR go-live happens in under one week. The first med pass runs slower because the workflow is new; by the end of the day your aides start to remember where everything lives.
DAY 30
Documenting faster, claims flowing
Your charge nurse documents service-plan updates faster than on the old system because the templates match how she writes, and GlaceScribe carries care conferences. Your first month of waiver claims has dropped, your first private-pay statements have gone out, and you have walked the waiver queue with your account manager. The family portal is live and adult children confirm care conferences through the app.
DAY 90
The switch starts paying for itself
Your first quarter’s dashboard shows cleaner waiver claims, faster posting, and fewer denials parked in the 60-to-90 bucket. Level-of-care rate changes land on the same day as the service-plan updates, the review surveillance has caught your community up to the state cadence, and GlacePhoneSmart has visibly cut front-desk call volume. The conversation turns from migration triage to using the platform harder.
Data migration covers resident records, service plans, medication records, assessments, level-of-care history, family contacts, and advance directives, handled by Glenwood from your prior vendor’s export, in 2 to 5 business days, so your staff does not clean records. The RCM transition runs 4 to 8 weeks with waiver enrollment in parallel, and we recommend a 30-to-90-day overlap with your previous vendor while the new record proves itself. Glenwood has been independent and privately held since 1994, when our founder helped his physician wife acquire a private practice in Connecticut: 30+ years in market, no outside investors. Support runs 7:00 AM to 8:00 PM Eastern on weekdays, with 24×7 on-call coverage for urgent issues, so the community with a problem at 6:30 AM Pacific still reaches a person.
WE KNOW YOUR WORKFLOWS
We Have Built Your Day Before
You already know what your day looks like. We have built the templates, the smart phrases, the flowsheets, the scrubber rules, and the family-notification letters around it. The list below is the short version of what runs every day inside the platform for an assisted living community:
- Service plans & care plans: ADL-assistance, supervision-versus-administration, memory care, and fall prevention, each tied to a level of care
- Assessments & screens: move-in and ongoing service-plan, self-administration-of-medication, cognitive, fall-risk, change-in-condition
- Calculators & flowsheets: Mini-Cog, fall-risk scoring, ADL-assistance, behavior and wandering events, weight and blood pressure
- eMAR: medication-supervision eMAR with barcode support and residential formulary favorites
- Smart phrases:
.alfadmit,.servicereview,.changecondition - Billing items: level-of-care tiers tied to the plan, ancillary and medication-management charges, private-pay and Medicaid HCBS-waiver billing
- Forms, letters & consents: residency and service agreement, advance directive, release of information, incident and family-notification letters
QUESTIONS WE HEAR EVERY WEEK
Assisted Living Community FAQ
Short answers below; the longer conversation happens on the demo. Tap any question to expand the answer.
Is GlaceEMR right-sized for an ALF, or is this a clinic platform with a residential label?
Right-sized. The service plan is the center of the record, not the office visit. Supervision versus administration is captured per resident with the self-administration assessment. The eMAR is scaled to a med-cart workflow. The compliance and review cadence is state-configurable. Level-of-care tiers tie to the documented plan and feed the rate. Memory-care, wandering-event, and behavioral workflows are built into the record. This is not a clinic chart relabeled, and it is not a skilled-nursing platform stripped down to fit. It is GlaceEMR configured for the residential setting, with the workflow content an assisted living community runs on already in place when training starts.
How does GlaceEMR handle the supervision-versus-administration line surveyors examine?
Per resident, per medication. The self-administration-of-medication assessment is a structured workflow at move-in and on the state cadence afterward. Each medication on the eMAR carries the supervision setting per resident, so the morning vitamin the resident takes independently shows as self-administered with supervision, the afternoon antihypertensive shows as supervised administration, and the evening insulin that requires assistance shows as administered, all on the same resident, all on the same med pass. Barcode scanning at the cart verifies the right-resident, right-medication, right-dose, right-time, right-route check before the dose is given, and the supervision setting appears on the audit trail.
We operate across state lines. Does the documentation adapt to each state’s rule?
Yes. The compliance and service-plan documentation is state-configurable, so a multi-state operator documents to each state’s standard from one platform. Your community in each state reviews on that state’s cadence with that state’s staffing-documentation requirements and incident-report format. Your corporate compliance officer sees the portfolio. The local director sees her community. The same platform supports both views without one of them being out of compliance with its own rule, and new states are added through configuration rather than a custom development engagement.
Does GlaceRCM handle Medicaid HCBS-waiver billing, and how does it work with private pay?
Yes, both. Waiver billing varies by state, and each state’s HCBS program has its own documentation requirements, claim formats, and timely-filing windows. Our billing team works the waiver queue every day for each state your communities operate in, knows which evidence packet each program wants attached to the claim, and tracks every claim to resolution. Private-pay invoicing runs alongside waiver claims on the same resident: the level-of-care rate, ancillary charges, and the waiver-covered portion all post to one statement the family sees. Payer Analyzer breaks the mix down the way an owner or CFO wants to see it.
Is GlaceScribe HIPAA-compliant, and where does the AI run?
Yes, fully HIPAA-compliant. GlaceScribe runs on HIPAA-compliant AI infrastructure from Amazon, Google, Anthropic, Deepgram, ElevenLabs, and other enterprise AI providers, all under business associate agreements. The multi-vendor architecture preserves operational redundancy, so a single upstream incident does not stop your service-plan reviews or care conferences. Up to four simultaneous speakers are supported, English and Spanish family-facing, and all suggestions surface for review before signing. Nothing reaches the chart until your charge nurse approves it. Audio is processed in transit, the documentation is stored in your single-tenant community database with LUKS encryption at rest, and the data never trains a shared model that mixes your residents with anybody else’s.
“[Specialty-specific testimonial quote, replace with verified Assisted Living director or medical-director quote or remove this card.]”
[Director or Physician Name, MD]
[State]
If your portfolio includes adjacent settings, see how GlaceEMR runs skilled nursing, long-term care, geriatrics, and behavioral health.
See What Glenwood Can Do for Your Practice
A 20-minute working call. We show you the platform on your specialty’s actual workflows, not a generic demo.