Patient onboarding · Production

Fluents AI voice agents automate pre-admission intake and CAHPS patient surveys for home care provider

The problem

A home care and hospice agency faced compounding operational and financial pressures: expensive, staff-heavy survey systems, CAHPS score demands tied directly to reimbursement rates, and a 20-minute manual pre-admission call process that bottlenecked growth and strained staff.

Workflow diagram · grounded in source
1
Visit triggers AI patient call
trigger
“Immediately after a visit, the AI calls patients or their Power of Attorney to capture satisfaction ratings in real time”
2
AI delivers CAHPS quality link
ai_action
“The AI provides a secure link for patients/PoAs to respond to specific quality metrics tied to VBP and CAHPS reporting”
3
Pre-survey patient preparation
ai_action
“Ahead of official CAHPS surveys, the AI sends emails or calls to explain the agency's role in the care journey—helping patients recall positive interventions”
4
AI collects pre-admission data
ai_action
“Instead of a 20-minute intake call, the AI collects and validates demographic and insurance data automatically”
5
CRM sync with zero manual entry
integration
“syncing it back to the CRM with zero manual entry”
Reported outcome

The agency achieved $200K–$300K in annual savings by automating intake and surveys, with AI handling approximately 150 pre-admission calls daily, improved CAHPS readiness through real-time satisfaction checks, and staff freed from repetitive intake and survey work.

Reported metrics
Annual cost savings from automation$200K–$300K annually
pre-admission calls handled daily by AI~150 per day
Manual pre-admission call duration before automation20 minutes per call
Staff freed from repetitive tasksfreed from repetitive survey follow-ups and intake calls
Reported stack
Fluents AIWellSky/MatrixCare
Source
https://www.fluents.ai/customer-stories/home-care-services-company
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The agency achieved $200K–$300K in annual savings by automating intake and surveys, with AI handling approximately 150 pre-admission calls daily, improved CAHPS readiness through real-time satisfaction checks, and sta…

What tools did this team use?

Fluents AI, WellSky/MatrixCare.

What results were reported?

Annual cost savings from automation: $200K–$300K annually; pre-admission calls handled daily by AI: ~150 per day; Manual pre-admission call duration before automation: 20 minutes per call; Staff freed from repetitive tasks: freed from repetitive survey follow-ups and intake calls (source-reported, not independently verified).

How is this patient onboarding AI workflow structured?

Visit triggers AI patient call → AI delivers CAHPS quality link → Pre-survey patient preparation → AI collects pre-admission data → CRM sync with zero manual entry.

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