A Florida home health agency captures every referral, around the clock
The challenge
Discharge planners do not wait. When a Florida home health intake line rang after 5pm or on a weekend and rolled to an answering service, the planner moved on to the next agency on the rotation. The clinical director knew exactly how much business was leaving through that gap, because she ran a quiet log for one month. The number was painful. The agency had two RN intake coordinators, both already at capacity during the day. Hiring a third for nights and weekends was not in the budget, and the third would still miss most of the same calls because intake spikes are unpredictable.
How Jonson solved it
Jonson answered the intake line 24 hours a day, 7 days a week, with a voice trained on home health intake: payer source, diagnosis, ordering physician, discharge facility, urgency. Every call was structured into the agency intake form and dropped into the EMR-adjacent intake sheet. Clinically urgent calls, like an SNF discharge for a same-day start of care, were routed immediately to the on-call clinician with the full referral already gathered. Non-urgent referrals were queued for the morning huddle. The clinical director stopped losing referrals to whichever agency picked up first. The two RN coordinators got their evenings back.
Outcomes
Referral capture rate up around 25 percent
Within 90 days, monthly referral capture climbed from roughly 60 percent of inbound calls to roughly 75 percent. The lift was concentrated in evenings, weekends, and lunch-hour gaps.
Zero lost referrals to competitor agencies
The "called but reached voicemail or service" line in the agency log went from several per week to zero over a representative 30-day window.
On-call clinician reached only when clinically appropriate
After-hours pages to the on-call RN dropped to actual clinical triage. Pricing, scheduling, and basic eligibility questions were handled by Jonson.
Discharge-planner satisfaction noticeably higher
In quarterly relationship calls, 2 of the agency top 4 referring hospitals specifically called out faster pickup as a reason for sending more referrals.
“Every intake call is captured, no exceptions. The first time we went 30 days with zero missed referrals, my COO did not believe me until I showed her the log.”
Quote is illustrative, drawn from common operator language. Specific named-customer quotes will appear once published with permission.