Process Orchestration & Automation
Wellpointe is a leading provider of affordable, boutique-style residential assisted living and coordinated healthcare services for older adults with complex medical needs. Three years ago, the U.S.-based company began a strategic transformation, investing in SaaS solution technology to help expand services and provide the building blocks for growth.
Wellpointe’s expansion revealed gaps and inefficiencies in existing processes that couldn’t be solved with off-the-shelf software. “We saw that we had some gaps around idiosyncratic use cases and workflows that were not addressed by off-the-shelf products,” says Wellpointe’s Co-Founder, President, and CEO, George Kuknerian. “We were becoming more multi-dimensional as an organization. That really forced us to rethink our own role as it related to technology.”
One of the most critical pain points was the medication order management process. The average Wellpointe resident is 81 years old and takes 20 medications daily. Their care plan may require changes in medication dosage, drug type, or administration schedule. Wellpointe centralized their medication order management processes as part of their expansion, however manual work was hindering efficiency and scale. It took approximately 15 to 16 minutes for one medication order to process from beginning to end. For a limited geographic area with 150 to 160 residents, that calculates to approximately 3 hours of time per day to process medication orders. As Terry Camerlengo, Wellpointe’s Director of Technology explained, “When the number of residents scales to, for example, one thousand, that translates to 24 to 25 hours each day just to manage medications. We knew that was not maintainable, so we wanted to automate it. That’s what we use Camunda for.”
To address the challenge of optimizing and scaling their critical processes, Wellpointe launched Wellpointe Labs, an internal innovation unit focused on building proprietary technology. They also partnered with CapBPM, a Camunda partner, to help them design, orchestrate, and automate complex, high-volume workflows with Camunda, starting with the Medication Order Management System (MOMS).
With Camunda, Wellpointe created an event-driven workflow where every incoming medication order automatically triggers an end-to-end order and approval process. PDF orders are received in designated inboxes then the order is extracted and read with AI using AWS Bedrock and Claude Sonnet.
“The fact that we’re able to decipher these medication orders right off the bat, we’re transcending the traditional proprietary roadblocks and API roadblocks that are so common in healthcare services,” says George. “No worrying about if the doctor uses the same system that we use. With this process, we’ve made that irrelevant.”
For the final step, the process sends an automated SMS message to residents’ families with all relevant medication details, ensuring transparency and peace of mind.
Wellpointe chose Camunda because it needed a flexible, developer-friendly platform capable of managing complex, evolving workflows with precision and transparency. Camunda’s platform for process orchestration and automation provided Wellpointe with the tools they needed to scale, such as:
Camunda’s ability to unify business, technical, and subject matter stakeholders is making process improvement a shared effort. “Camunda and BPMN are such great technologies for our use case,” says Terry. “BPMN allowed us to identify data integrity issues. That was a really big win.”
Within a year, Wellpointe significantly reduced the amount of time needed for manual intervention in the medication ordering process. Initially, 50% of orders required manual intervention. One year later, that number is now at 15%, which means that fewer physicians’ orders need to be read manually. Every successful automation translates to time saved and reduced operational load. Communication to families—once a time-consuming task—is also now fully automated and accurate.
“My favorite automation is the SMS message at the end of the process, which provides the date, the doctor’s name, the name of the medication, the strength, how often it should be given, and what it’s for,” says George. “That last piece of the process—the communication to the customer’s loved one—that’s customer value. That’s the part that really excites me.”
Wellpointe is already thinking beyond linear workflows. Their vision is to use the systems that enable their medication order management process as a foundation for future growth. For example, they are exploring how agentic orchestration can serve as a universal receiver, accepting inputs and triggering dynamic, multi-process automations across the full medication journey, including orders, refills, discontinuations, and monitoring effectiveness.
The long-term vision is to scale with quality, transparency, and compassion. According to George, “When it comes to medications, quality is non-negotiable. But we needed to scale, as well. Traditionally, there is a trade-off between quality and scale. We want quality at scale. We want both.”
