A California home health agency experienced a surge in patient demand during the COVID-19 public health emergency. To meet this challenge, they needed to address limited access to qualified nurses and therapists, as well as complex documentation and billing requirements.
The agency partnered with Select VoiceCom (SVC) to establish a dedicated offshore support team. SVC's Registered Nurses and Physical Therapists managed back-office documentation, OASIS processing, and billing, allowing U.S.-based clinicians to focus on patient care.
Over six years, SVC scaled the support team from 14 to 353 clinical specialists. Patient volume grew nearly tenfold, with annual visits and completed tasks rising from 48,496 to 488,991. Documentation accuracy improved, claim rejections were eliminated, and billing cycles became significantly faster. The result: stronger cash flow, healthier profit margins, and consistently high standards of patient care.
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