How Caregivers of America Rebuilt Operations Around the Client Journey (Jenni Scherer)

#73 After six home care companies merged, Caregivers of America was left with six ways of doing things, costly process gaps, and no clear ownership of the full client journey. Regional Administrator Jenni Scherer explains how the company rebuilt operations around five stages of the client journey: FirstTake, InTake, UpTake, CareTake, and ReTake. She breaks down the touch-points behind the model, including an in-home visit that converts close to 99% of prospects, five coordinator calls during the first 30 days, and regular in-person visits for VIP clients receiving 30 or more hours of care each week. Jenni also shares why the journey shouldn’t end at discharge: returning former clients have become Caregivers of America’s second-largest referral source, followed by referrals from clients’ families and friends.

Jenni Scherer’s email: Jenni@caregiversofamerica.com Caregivers of AmericaTake5 Model ’T’ Chart

Sponsors:

Reel Home Care Consulting // https://reelhomecareconsulting.com