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Healthcare: Home Health & Post-Acute

Home Health & Post-Acute CX Stack Framework

Home health contact centers serve the most vulnerable patient populations: elderly, post-surgical, chronically ill, and disabled individuals receiving care in their homes. The CX challenge is coordinating a mobile clinical workforce (nurses, therapists, aides) with patients and family caregivers who are often anxious, overwhelmed, and navigating the healthcare system for the first time.

Map your current capabilities across all 7 layers: 35 checkpoints. Mark what you have, what you need and what is planned. Your answers stay in this browser tab.

Figures for this segment

No public benchmark exists for these figures in this segment. Measure your own with the tool named beside each.

Home Health & Post-Acute: the 7-layer CX stack

For each capability, mark whether you have it, need it or have it planned.

0 of 35 marked

Layer 7: Analytics & Governance

0 of 5 in place

Measure and govern. Vendors in this layer include NICE, MatrixCare Analytics, WellSky.

  • Patient satisfaction tracking with family/caregiver perspective included
  • Visit completion rate analytics with no-show and cancellation reasons
  • OASIS assessment compliance monitoring
  • Clinician utilization and scheduling efficiency analytics
  • Rehospitalization risk correlation with care plan adherence

Key risk: CMS quality reporting gaps affecting star ratings and reimbursement

Layer 6: Routing & Orchestration

0 of 5 in place

Route the work. Vendors in this layer include NICE CXone, 8x8, RingCentral.

  • Patient/family vs clinician routing with different service models
  • Urgent clinical concern routing to on-call nurse or supervisor
  • Visit scheduling and rescheduling routing to scheduling coordinators
  • Supply and equipment request routing to supply chain team
  • Referral intake routing for new patient admissions

Key risk: Urgent clinical concerns routed to administrative staff

Layer 5: Conversation Management

0 of 5 in place

Hold the conversation. Vendors in this layer include CarePort, WellSky, Forcura.

  • Family/caregiver communication updates on visit schedule and care plan
  • Clinician-to-office messaging for real-time visit updates
  • Patient education materials delivered via simple channels (SMS, print)
  • Visit confirmation and preparation reminders
  • Telehealth integration for virtual check-ins between in-person visits

Key risk: Family caregivers not receiving updates and calling repeatedly for status

Layer 4: Reasoning & Planning

0 of 5 in place

Decide the next step. Vendors in this layer include Ada, basic IVR automation.

  • Visit schedule lookup and confirmation bots
  • Supply reorder bots for recurring medical supplies
  • New patient referral intake bots collecting required information
  • FAQ bots for agency services, coverage, and intake requirements
  • Post-visit satisfaction survey bots

Key risk: Bots frustrating elderly patients who need simple, patient human interaction

Layer 3: Policy & Guardrails

0 of 5 in place

Set the rules. Vendors in this layer include Compliancy Group, WellSky.

  • HIPAA compliance for patient and family communications
  • CMS Conditions of Participation compliance monitoring
  • State home health licensure and aide certification tracking
  • Informed consent for telehealth and remote monitoring
  • Incident reporting workflow for patient safety events

Key risk: CMS survey deficiencies from documentation gaps in contact center interactions

Layer 2: Workflow Execution

0 of 5 in place

Do the work. Vendors in this layer include WellSky, MatrixCare, Axxess, Homecare Homebase.

  • New patient referral intake and admission workflow
  • Visit scheduling and clinician assignment workflow
  • Authorization tracking and re-authorization request workflow
  • Supply ordering and delivery coordination workflow
  • Discharge planning and care transition workflow

Key risk: Authorization expiration causing visit interruptions

Layer 1: Data Access

0 of 5 in place

Know the customer. Vendors in this layer include WellSky, MatrixCare, Axxess, Homecare Homebase.

  • Home health EMR integration (WellSky, MatrixCare, Homecare Homebase)
  • Referral source systems (hospital discharge planning, physician offices)
  • Insurance authorization and eligibility systems
  • Supply management and DME ordering systems
  • Clinician scheduling and mobile workforce management

Key risk: Field clinician data entered on mobile devices not syncing to office systems in real-time

Mark at least 18 capabilities to see your profile (0 of 35 so far).

Sources and assumptions

Every figure on this page is a published figure checked on the publisher's own page, a labelled planning assumption you can test with your own numbers, or a worked example.

Planning assumptions

  • 10 to 15%: Containment target for home health, against 40% elsewhere. From practice; a vulnerable, high-stakes population keeps more contacts with people. Test with your numbers in AI Deflection Reality Check.
  • 70 to 80%: Authorization use at which to trigger re-authorization. A design choice that leaves lead time before visits run out; set your own.

No public benchmark

  • Average handle time, home health contact centers. No regulator or trade body publishes handle time for this segment; CMS call center monitoring measures hold time; handle time is outside its scope. Measure yours in AHT Decomposition.
  • First contact resolution, home health contact centers. No regulator or trade body publishes first contact resolution for this segment. Measure yours in FCR Leakage Diagnostic.
  • Customer satisfaction, home health contact centers. No public CSAT percentage exists for this segment; CAHPS, ACSI and J.D. Power publish index scores on other scales.
  • Self-service containment, home health contact centers. No regulator or trade body publishes self-service containment for this segment. Measure yours in AI Deflection Reality Check.