Skilled Nursing News (SNN): Roger, could you start by telling us a bit about Smartlinx?
Roger Lusins: Sure. Smartlinx is a technology company focused on long-term care. Since today's session is about technology, I’ll focus on how we apply it to this sector. We work with about 4,000 facilities and 320 customers, and half a million people use our platform daily. When considering technology partners, it’s essential to work with those who truly understand your industry's challenges, and that’s what we strive to do.
SNN: What are some of the major challenges your customers are facing today?
Roger Lusins: Staffing is a huge one. There’s a lot of chaos in the industry right now, and our goal as a technology provider is to bring calm to that chaos. We call it “SOS”—Sourcing, Optimizing, and Sustaining staff. I’ll dive into that more in a moment.
SNN: Let’s talk about staffing. What do you see as the root cause of the staffing challenges?
Roger Lusins: It’s a combination of factors, many of which were around pre-pandemic. There’s a significant shortage of RNs, LPNs, and CNAs—about 120,000 positions short. If new staffing mandates come through, around 80% of facilities may need to increase staffing. Our role as a technology partner is to help our customers adapt to these changes.
SNN: With all the changes in the industry this year, how difficult is it for providers to keep up?
Roger Lusins: It’s definitely challenging. We try to stay ahead by attending trade shows and engaging with thought leaders. For example, we recently had a meeting in Boston where Cheryl Mason, a long-term care expert, shared insights on industry trends. This helps us ensure our product development aligns with what our customers need.
SNN: Can you explain your SOS framework in more detail?
Roger Lusins: The SOS framework starts with **sourcing**—using technology to streamline recruiting, applicant tracking, onboarding, and training. Next is **optimizing**, which means using technology to manage staff availability, scheduling, and cost. Without optimization, facilities often rely on third-party staffing, which increases costs. Finally, there’s **sustaining**—creating a “destination workplace” where employees feel supported. Technology plays a role here by providing the tools staff need to succeed.
SNN: When new customers come to you, what do they usually need help with?
Roger Lusins: Often, they’re dealing with inefficiencies. For example, one facility in the Northeast was facing issues with overtime calculations due to using separate HR and workforce management systems. Another client had very manual processes that led to operational leaks. After just one demo of our unified platform, they saw the value.
SNN: There are so many workforce management options out there. How can providers ensure they choose the right one?
Roger Lusins: First, talk to the Chief Product Officer of the company. You’ll quickly see if they understand long-term care. Second, speak with the consultant who will implement the solution—experience in the industry is crucial. Lastly, look at the training program. You want interactive, live training, not just pre-recorded videos. Proper training is critical for successful tech adoption.
SNN: How can providers integrate all the different platforms they use to make decision-making easier?
Roger Lusins: Integration is a common challenge, and experience matters. We’ve been in business for over 20 years, and while it’s not always seamless, having a partner with experience and good communication is key to navigating those challenges.
SNN: How does all of this ultimately impact care?
Roger Lusins: Richard Branson said, “If you take care of your employees, they will take care of your customers.” In our world, that means taking care of caregivers so they can provide the best care for residents. Supporting staff is the foundation for quality care.
About Smartlinx
Smartlinx is the premier source for workforce management and human capital management solutions tailored specifically for healthcare organizations. Revolutionizing the long-term, senior, and post-acute care sectors, our Healthcare Workforce Platform introduces state-of-the-art technology, equipping industry professionals to plan and adapt quickly in real-time to the needs of today's workforce. Offering a comprehensive suite of solutions for scheduling, time and attendance, payroll, compliance, human resources, and business insights, Smartlinx delivers the essential tools to manage your entire workforce from one seamless platform.
