Scope the Call
We agree what the agent says, what it must never say, and what counts as a good outcome. You approve the script before anything dials.
Clock-In
Chasing
Ten minutes into a shift with no clock-in, the caregiver gets a phone call.
You find out there is a problem before the family calls to tell you.
Find Out Before the Family Does
A no-show you learn about from the client is a different event from a no-show you learn about at 9:10am. The first is a complaint and sometimes a lost client, given that roughly eighteen percent of no-call no-show incidents end with the client leaving. The second is a scheduling problem you still have time to solve. Most agencies find out late because nobody is watching the clock-in feed minute by minute, and reasonably so. This agent watches it. When a shift start passes without a clock-in, it waits your grace period, then calls the caregiver. Usually they are parked outside and forgot to clock in. Sometimes they are not coming, and now you know in time to do something about it.
It is a small workflow with an outsized effect on how reliable you look, which is the thing families actually judge you on.
What We Do?
We set the grace period per client rather than globally, because a 7am dementia client and a 2pm companionship visit do not carry the same risk. The agent calls the caregiver first, since the overwhelming majority of missed clock-ins are simply a forgotten tap, and only escalates if there is genuinely no answer.
What you get out of it over time is a record. Which caregivers habitually miss clock-ins, which clients keep getting affected, and which shifts are chronically fragile. That pattern is usually invisible until someone starts logging it consistently.
Key Deliverables
An always-on watch on your clock-in feed, with a calling and escalation ladder you define, and a log that turns individual incidents into a pattern you can act on.
- Monitoring of every scheduled shift start
- Per-client grace periods you control
- Caregiver called first, scheduler escalated second
- Logged history of missed clock-ins by caregiver and client
What’s included?
- + Grace periods set per client
- + Escalation ladder defined with you
- + Scheduler and clock-in integration
- + Monthly no-show pattern report
Process
How We
Build It
Build It
FAQs
Frequently Asked
Questions
Questions
No. It reads whatever clock-in your scheduler already records. EVV is a Medicaid billing requirement, so if you are purely private pay you very likely do not run it, and this works either way.
One call after a grace period you chose, when they have genuinely missed a clock-in, is not nagging. Caregivers generally prefer the reminder to the conversation that happens after a family complains.
That is the common case and the call resolves it in twenty seconds. The agent confirms they are on site and notes it, so nothing escalates unnecessarily.
It is available on its own but it is a small piece. Most agencies add it to recruiting or intake rather than starting here.
Contact
Let’s Talk About
Your Agency
Your Agency
E-mail address
hello@opsharbor.io
Response time
Within one business day