This article is sponsored by PointClickCare. In this Voices interview, Senior Housing News speaks with Chelsea McGill, Account Executive of Revenue Growth at PointClickCare, about how purpose-driven technology is transforming the senior living experience. Drawing from her background on the front lines of care, McGill shares how shifting resident expectations, evolving family dynamics, and smarter tech adoption are pushing the industry forward. She also discusses how even small technology changes can make a major impact, and why 2025 marks a turning point for integrated, individualized wellcare in senior living.
Senior Housing News: What life or career experiences have most shaped your approach to the work you’re doing today?
Chelsea McGill: I’ve spent more than a decade working at the intersection of healthcare operations and technology sales, which has given me a unique perspective on the senior living industry from both sides.
In my current role as an Account Executive at PointClickCare, I help senior living and post-acute care providers use digital tools to improve care coordination, enhance operational performance, and prepare for value-based care. Before transitioning into health tech, I held multiple executive leadership roles in senior living — including serving as Vice President of Operations at AVIVA Senior Living, where I oversaw communities across several states and led large-scale acquisitions. I also served as an Executive Director for both Brightview Senior Living and Sunrise Senior Living, managing everything from budgeting and compliance to staff development and resident satisfaction.
That mix of experience has truly shaped how I approach problem-solving today. I understand the day-to-day realities operators are facing, and I work to connect those challenges with practical strategies and technology solutions that make a real difference for staff and for residents.
From starting on the front lines of senior living to supporting communities through technology, how do you see residents changing, and what does the industry need to do to meet those evolving needs?
Residents today are moving in with more complex health needs than we saw a decade ago. Many are managing multiple chronic conditions, yet they still want to remain independent and stay in their chosen community.
To meet those evolving needs, we need to prioritize proactive wellness coordination. That means building systems — both human and technological — that can pick up on subtle changes early and translate them into actionable insights. Whether it’s a shift in mobility, appetite, or social engagement, identifying those changes sooner increases the chances of preventing rehospitalization or physical decline.
The communities that will thrive are the ones where information flows easily and decisions are made with the resident’s whole health in mind.
How have expectations of adult children changed, especially around technology, to keep those families engaged?
Family involvement has always been important, but expectations have definitely evolved. Today’s adult children want timely, transparent updates, not just when something goes wrong, but as part of ongoing communication.
COVID accelerated this shift, and that trend is here to stay. Families want reassurance that their loved one is safe, well, and engaged. Consistent communication builds trust and allows adult children to step back into the role of son or daughter, rather than feeling like full-time caregivers.
When technology is used well, we can deliver those meaningful touchpoints without overwhelming the staff, freeing them up to spend more time with residents.
What is a small technology change that made a big difference when you were an operator?
One of the biggest game changers when I was an operator was switching to an e-signature process for move-in paperwork. It might seem like a small change, but move-in day sets the tone for everything that follows.
By replacing stacks of paperwork and time spent at the copier with a quick, user-friendly process, we freed up the team to focus on what really mattered — welcoming residents to their new home, building rapport, and helping them settle in.
It was a great reminder that technology doesn’t have to be complicated to make a big impact. Sometimes the most meaningful improvements come from removing small points of friction during the moments that matter most.
In the senior living industry, 2025 is being defined by…
I think 2025 is the year that technology and purpose align more closely than ever.
We recently partnered with Senior Housing News on the New Tech Adoption in Senior Living survey, where we spoke with over 50 industry leaders about their tech priorities. The clear takeaway is that providers aren’t just looking at technology for efficiency, they’re using it to enhance resident life and well-being.
Resident satisfaction emerged as the top driver for tech investment this year, with 35% of respondents ranking it as their number one priority. There’s a growing awareness that satisfaction and health outcomes are deeply connected.
As data becomes one of the most valuable tools for decision-making, providers are focusing on using resident information to enable earlier interventions, reduce hospitalizations, and improve quality of life. The operators who can turn those insights into personalized care are the ones shaping the future of the industry.
Editor’s note: This interview has been edited for length and clarity.
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The Voices Series is a sponsored content program featuring leading executives discussing trends, topics and more shaping their industry in a question-and-answer format. For more information on Voices, please contact sales@wtwhmedia.com.
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