Wondering how artificial intelligence (AI) and robotic process automation (RPA) can help streamline care and meet compliance standards in your organization? Consider the experience of LeadingAge member ArchCare, the continuing care community of the Archdiocese of New York.

ArchCare has turned to these emerging technologies to better serve older adults who participate in Programs of All-Inclusive Care for the Elderly (PACE), which provides medical and social services to enable older adults to live in the community. ArchCare’s Senior Life PACE program offers a round-the-clock care team to coordinate the needs of PACE participants, most of whom are dually eligible for Medicare and Medicaid benefits and require nursing-home-level care.

A recent technology partnership with NuAIg, a leader in AI-driven solutions for aging services and a LeadingAge Bronze Partner with CAST Focus, streamlined ArchCare’s processes. The initiative enabled staff to spend more quality time with PACE participants and improved care team members’ adherence to standards set by PACE administrator the Centers for Medicare & Medicaid Services (CMS), advancing ArchCare’s goal of achieving 100% audit compliance.

In a new LeadingAge CAST case study, “Leveraging Robotic Process Automation to Enhance Efficiency in a PACE Program,” you can find details and flowcharts showing how the partners achieved these goals.

Automation Brings Efficiencies and Compliance

Working closely with stakeholders at the PACE centers, NuAIg analyzed existing core compliance requirements, data structures, and operational nuances. The NuAIg team focused their efforts on service requests, external appointments, and assessment audits, which are essential for adhering to CMS regulations—all areas where automation could bring increased efficiencies and compliance.

Project 1: Service Delivery Request Tracking Process

A service delivery request tracking process alerts care team members to PACE participants’ needs. To optimize the process, NuAIg integrated an RPA solution with their electronic health records (EHR) system, creating real-time status updates that enable care team members to easily see needed follow ups.

This automation not only reduces administrative burden and minimizes errors, but also enhances operational efficiency, empowering staff to better assist PACE participants. Older adults receive faster and more-thorough attention to their needs, and ArchCare improves its regulatory compliance.

Project 2: External Appointment Tracking

To serve their medical and social support needs, ArchCare’s PACE participants attend numerous external provider appointments. To manage and track these appointments, NuAIg developed an automated solution that seamlessly integrates data from various EHR modules. By applying advanced logic, the solution consolidates this data into a comprehensive report, providing end-to-end visibility into all external appointments.

This unified report enables the PACE team to efficiently track, follow up, and manage cases, while identifying and resolving any missing or incorrectly entered data. The result? Smooth and accurate operations and improved ability to meet compliance standards.

Project 3: Initial Re-Assessment Audit Reports

The PACE program requires the care team to conduct and track multiple health assessments for participants: when they enroll, every six months after enrollment, and when their condition changes. CMS requires these assessments to take place within 30 days, and manually tracking them was so resource-intensive that ArchCare could only monitor a small percentage.

To move ArchCare closer to its goal of 100% audit compliance, NuAIg developed an automated solution that generates a detailed monthly report, providing a comprehensive overview of all assessments. The report tracks assessments that are due, completed, and pending and identifies which care members will follow up with PACE participants. This automation supports full compliance with CMS standards and provides seamless care coordination.

Further Your Knowledge of AI and RPA

To see how you can integrate AI and RPA into your operations—and enjoy their benefits—be sure to download the full case study.

You will also want to attend an upcoming LeadingAge Leadership Summit session, “How Is AI Transforming Aging Services?,” to be held Monday, April 7, 2025, from 3:30 to 4:45 p.m. in Washington, DC. Read more about this outstanding session, one of 30+ educational programs, at “Data Analytics and Artificial Intelligence Transform Providers’ Operations.”