Home Care Agency Success #4
In home care, scheduling is only the beginning of what it takes to keep operations running smoothly.
This agency was already operating with two full-time onshore schedulers, but they were overwhelmed by:
- Rising client volume and complex scheduling demands
- Frequent last-minute caregiver call-offs, disrupting the daily workflow
- Delayed or incomplete shift documentation, leading to billing delays and payroll errors
The agency’s operations were strained—and it was clear that simply working harder wasn’t the answer. They needed a better way to divide the workload and stay on top of the chaos.
Approach
During the discovery process with TeamUp, two key pain points emerged:
1. The onshore schedulers were bogged down managing daily shift updates and proactive scheduling, leaving no bandwidth for unexpected call-offs or documentation review.
2. Billing and payroll accuracy were slipping, due to rushed or incomplete visit verification and recordkeeping.
Rather than continue stretching the existing team, leadership chose a strategic solution: add a full-time Remote Scheduling Assistant focused solely on reactive scheduling and backend documentation support.
Solution
TeamUp provided a dedicated, full-time Remote Scheduling Assistant who became a vital part of the scheduling team.
While the two in-house schedulers focused on managing the day-to-day schedule and future planning, the remote assistant took full ownership of:
Handling last-minute call-offs and urgent schedule changes
Maintaining documentation for payroll processing
Verifying completed visits in real time to ensure billing accuracy
Reducing administrative burden on the internal team
This clear division of responsibilities created a smoother, more responsive scheduling system—and empowered everyone to operate at their best.
Results
Improved handling of last-minute call-offs
Faster, more accurate visit verification
Streamlined billing and payroll
Reduced workload on onshore schedulers
Improved overall operational efficiency