case study
From reactive to proactive operations: how Southwest Home Care prepared for scale with SallySupport
Location:
Wisconsin, USA
Role filled:
Client Care Coordinator / Scheduler
Industry:
Home Care
In this post
The challenge
Southwest Home Care is a growing home care agency operating in a complex regulatory and operational environment. Like many agencies, they were balancing daily scheduling demands, caregiver onboarding, EVV compliance, billing workflows, and coordination with Managed Care Organizations (MCOs), all while trying to grow their referral base and prepare for future expansion.
Some operational cracks could be seen across several areas: scheduling within WellSky had become time-intensive and difficult to sustain internally, caregiver onboarding required coordination across multiple platforms, EVV compliance demanded ongoing accuracy, and internal staff were spending most of their time maintaining daily operations rather than improving them.
At the same time, leadership was focused on addressing billing backlogs and cash flow issues, leaving limited capacity to step back and improve operational structure.
The agency remained stable, but it was functioning in a reactive state. Growth required a different operational model, but internal bandwidth was already fully allocated.
The solution
Southwest partnered with SallySupport to bring in Honeywell as a dedicated Client Care Coordinator with a Registered Nurse background.
The clinical experience was an important factor in the role. It provided immediate credibility with caregivers, families, and payer partners, while also supporting stronger decision-making in day-to-day coordination. After onboarding into agency systems, Honeywell assumed responsibility for core operational workflows, including:
- End-to-end scheduling within WellSky
- Onboarding workflows across platforms like Bambee HR and Gusto Payroll
- Wisconsin EVV tracking and compliance accuracy
- Family communication through the Family Room portal
- Care plan updates and coordination
- Admissions and scheduling coordination with MCOs
The impact
Scheduling stabilized into a managed system
One of the biggest impacts was turning scheduling from a high-effort workload into a structured and reliable operational system.
Rather than requiring ongoing intervention from internal staff, scheduling requests, changes, and coordination were managed directly by Honeywell. This reduced operational friction and created a more predictable workflow across the organization. Leadership no longer needed to remain involved in day-to-day scheduling decisions, allowing focus to shift toward higher-priority work.
Administrative capacity redirected toward growth
With scheduling, onboarding, and coordination fully supported, internal administrative staff regained meaningful capacity.
Time previously spent maintaining systems was redirected toward:
- Process improvement and operational refinement
- Recruitment and caregiver support initiatives
- Preparation for increased admissions
- Strengthening internal workflows for scale
“I’ve been focusing the last few months on getting our email system backlogs, E-claims, and cash flow straightened out, and it’s been cleaned up immensely thanks to the help we get with SallySupport.”
Stronger continuity across caregivers, families, and partners
Caregivers experienced consistent communication and faster resolution of scheduling issues through a single point of contact.
Families benefited from clearer onboarding processes and RN-informed support during care planning and admissions.
Honeywell also strengthened coordination with MCOs, improving responsiveness which positioned Southwest as a stronger, more reliable partner within the payer ecosystem.
Client feedback
Leadership described the support as a stabilizing force during a period of operational cleanup and financial restructuring.
While internal focus remained on resolving billing backlogs, E-claims, and cash flow processes, Honeywell ensured that scheduling and coordination continued without disruption.
Across the organization, the placement was consistently described as a dependable presence within WellSky, often referred to as a safe pair of hands for scheduling and coordination.
The SallySupport difference
At SallySupport, our goal is to help home care agencies strengthen their operations by adding dedicated remote professionals who work alongside local teams, increase capacity, improve responsiveness, and allow leadership to focus on growth.
For Southwest Home Care, that meant improved efficiency to allow for a clear transition from reactive operations to a proactive, scalable foundation.
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