Caregiver Agency Assessment

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FOUNDATION · WELCOME Welcome Screen

Welcome to the Assessment

Thanks for taking the time to walk us through how your agency runs today. This should take about 15–20 minutes. There are no wrong answers — 'we don't have a process for that yet' is a completely valid response and actually helps us more than you'd think.

Your Name and Role Please enter the Your Name and Role

Email Please enter a valid email address

Phone Number Please enter your email address

Agency Name Please enter your agency's name

Primary Business Address Please enter the details

What prompted you to look at a new platform/system right now? Please enter the details

Lead Generation Step 2 / 5

Lead Generation, Intake & Onboarding

How do you track incoming leads (CRM, spreadsheet, paper, none), and does your website generate inquiries? What is your process and typical response time when a referral comes in (e.g., from a hospital/discharge planner)? (Select all that apply)

CRM Spreadsheet Paper

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Do you track conversion rates (inquiry → assessment → active client)? Are there referral sources you've lost or are struggling to maintain? Please enter the details

Walk me through, step by step, what happens from an inquiry call to the first caregiver visit — who does what, in what order? Is there a written intake script, or is it handled informally? Please enter the details

What information is collected on the initial call and where is it recorded? How do you confirm the client is in your service area? Please enter the details

How is payment source verified at intake (Medicaid eligibility, insurance, private pay ability), and who does this? Please enter the details

Who conducts the client assessment, what tool/form is used, and how long does it take? Who creates the care plan afterward, what template is used, and who signs off? Please enter the details

How is the signed service agreement/care plan delivered to the client, and what has to happen between the completed assessment and the first visit? Please enter the details

What's your average time from first inquiry to first visit — separately for private pay vs. Medicaid clients? Please enter the details

What are the most common reasons a qualified lead doesn't convert, and do you have a formal follow-up process for leads that don't convert immediately? Please enter the details

Caregiver Management & Compliance Step 3 / 5

Scheduling, Caregiver Management & Compliance

What software/tool builds your master schedule, and how do you match caregivers to clients (formal criteria or informal)? Please enter the details

What's your protocol for caregiver call-offs, and do you maintain an on-call/PRN pool for last-minute fill-ins? Who carries the on-call phone after hours/weekends? Please enter the details

What EVV system do you use, is it fully implemented, and does someone actively monitor it in real time for missed clock-ins? Please enter the details

How do you track and approve caregiver overtime, and how do you track authorized hours for Medicaid clients to stay within limits? Please enter the details

What are your most common scheduling problems, and how do you communicate schedule changes/open shifts to caregivers (calls, texts, app)? Please enter the details

What form do caregivers use for visit notes (paper, app, software), is there a standard template, and is there an enforced submission deadline? Who reviews notes for completeness, and what happens when notes are missing? Please enter the details

What is your incident reporting process (who reports, to whom, within what timeframe), and is there a policy defining which incidents require a state report? Please enter the details

How are client and caregiver files organized/maintained (paper vs. electronic), and who audits caregiver files for completeness? How do you ensure care plans get updated when a client's condition changes? Please enter the details

Have you had any HIPAA incidents/complaints in the last two years, and how were they handled? Please enter the details

How do you ensure caregivers complete mandatory annual training (abuse reporting, HIPAA, infection control)? Are there known documentation or compliance gaps today? Please enter the details

Are caregivers classified as employees or independent contractors?

Yes No

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Billing & Revenue Cycle Step 4 / 5

Billing & Revenue Cycle

Who handles billing (in-house, dedicated department, or outsourced), what software do you use, and does it integrate with scheduling/EVV? Please enter the details

Walk me through your process from visit completion to claim submission — who's involved, and what's the typical lag between service date and claim submission? Please enter the details

What are your most common claim denial reasons, and do you have a formal denial management process (tracking, investigation, resubmission)? Please enter the details

How do you track AR aging, and what's your current DSO (average days to collect payment)? Please enter the details

Who monitors authorization expiration and initiates renewals? Have you had significant write-offs in the past year, and what caused them? Please enter the details

What's your private pay collections process (invoicing, payment terms, late-payment follow-up)? Please enter the details

Have you ever been subject to a Medicaid audit or fraud investigation? What was the outcome? Please enter the details

Technology & Priorities Step 5 / 5

HR, QA, Technology & Priorities

How is caregiver orientation conducted (in-person, virtual, self-study)? Do you have a documented progressive discipline process and annual performance reviews? Please enter the details

What do you currently do to retain caregivers (pay, benefits, recognition, career development), what benefits are offered, and what do you believe are the top 3 reasons caregivers leave? Please enter the details

Do you have a formal QA program? What tool/form documents supervisory visits, and how are complaints received, investigated, and resolved? Please enter the details

Do you track clinical outcomes (falls, hospitalizations, skin breakdown, unplanned condition changes)? What's your current client satisfaction score, if measured? Please enter the details

Are your systems (scheduling, billing, EVV, HR, CRM, communication) integrated, or is data transferred manually? Are there paper processes you'd like digitized, and have you implemented any automation (reminders, alerts, billing scrubbing)? Please enter the details

What are the 3 biggest operational problems you're facing right now, and which department causes the most day-to-day stress? Please enter the details

Where do you lose the most money — denials, turnover, scheduling gaps, client attrition, something else? Are there compliance concerns keeping leadership up at night, or any incidents/lawsuits/regulatory actions in the last two years? Please enter the details

What have you already tried to fix these problems, and what happened? Is there anything about your operations, culture, or history we should understand before building any systems? Please enter the details

Welcome to the Assessment

Agency Overview, Structure & Services

Lead Generation, Intake & Onboarding

Scheduling, Caregiver Management & Compliance

Billing & Revenue Cycle

HR, QA, Technology & Priorities

Get In Touch

Get In Touch

Get In Touch