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Home Care Strategy Lab: Daily Summaries Delivered
by Miriam Allred
Is there a single right way to run a home care agency? We sure don’t think so. That’s why we’re interviewing home care leaders across the industry and asking them tough questions about the strategies, operations, and decisions behind their success. Join host Miriam Allred, veteran home care podcaster known for Home Care U and Vision: The Home Care Leaders’ Podcast, as she puts high-growth home care agencies under the microscope to see what works, what doesn’t, and why. Get ready to listen, learn, and build the winning formula for your own success. In the Home Care Strategy Lab, you are the scientist.
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- Today31 min
Why Response Time is Your Most Important Sales Metric (Brad Gilmore)
Bonus episode recorded live @ Home Care Innovation Forum in Palm Springs, CAKey topics include:Why weekly new revenue is the most important sales measurement and how it provides a real-time view of where new business is coming from.Ensuring sales activity stays aligned with referral accounts that are actively generating new business.What success looks like for new sales reps, including tracking the number of new referral accounts established.Brad's "controlled shotgun" approach to account management:Tier A: 10 key accounts Tier B: 10–15 growth accounts Tier C: 15–20 contingency or "just in case" accountsThe role of sales, operations, and branch leadership in building referral partner relationships and ensuring smooth transitions to start of care.Why great sales professionals focus on being present, not just visible, when engaging referral partners.How leaders can better equip sales teams with meaningful data that supports conversations and decision-making.The growing complexity of patient care and why sales professionals need a stronger understanding of clinical and complex-care scenarios.Positioning home care organizations as outcome-driven partners who help referral sources solve patient care challenges.Why organizations with service models that solve the widest range of problems are positioned to win.What to stop and start measuring:Stop: Overloading sales teams with insignificant data. Start: Viewing revenue as a measurement of performance rather than the sole metric of success.How experienced reps focus on long-term referral source retention and relationship management.Why response time may be the most important quality assurance metric in home care sales—and why speed matters.Extras:Connect with Brad Gilmore on LinkedIn or via email: brad.gilmore@familytreecares.com Learn more about Family Tree Private CareSee how Phoebe AI can double your scheduling outputHome Care Innovation Forum 2027 / Pasadena, CA on May 16-18 for Orgs $30M+
- 1 weeks ago1h 22m
Nearly 100% Show Rates When AI Handles 830 Caregiver Touches a Week (Nate West)
#64 Most home care agencies are still operating the old way: phone calls, spreadsheets, reactive scheduling, and constant firefighting. Nate West, owner of Heritage Home Care in Arizona, joins me to discuss how he's transformed a well-established agency from what he jokingly calls "the Stone Age" into a modern, tech-enabled operation in just two years. He talks about eliminating edge cases, transitioning from reactive scheduling to proactively filling shifts days and weeks in advance, and the role AI is playing in caregiver communication, shift confirmations, and open shift management. And maybe more importantly, we discuss what happens when technology frees schedulers from constant firefighting and allows them to focus on relationships, retention, and the overall client/caregiver experience.Nate explains the results Heritage has seen after six months of using Phoebe, including:• Median open shift fill time of just 9.7 minutes• No-call/no-shows reduced from 8 to just 1 year-over-year• 830 caregiver touch points per week handled by AI• 2,800+ shifts confirmed with a 97.8% confirmation rateNate West / nate@heritagehomecareaz.comHeritage Home CarePhoebe—AI scheduling assistant for home care, mention the ‘LAB’ for a discount
- 2 weeks ago1h 14m
The Gold Standard for Dementia Home Care (Jim Kimzey)
#63 Most home care agencies treat dementia care as a service line. Full Bloom built an entire company around it. Jim Kimzey, Co-Founder of Full Bloom Home Care, shares the systems, training, and care philosophy that allow his team to successfully serve some of the most challenging dementia clients while helping caregivers, families, and staff thrive.Jim breaks down the three levers that drive better dementia outcomes, an eight-step process for overcoming care refusal, and the gold standard for supporting complex dementia clients at home. He also explains how a dementia-first approach can reduce caregiver burnout, ease operational strain, and create better experiences for clients and families. This conversation is a practical roadmap for delivering better care to anyone serving dementia clients and families. Jim KimzeyFull Bloom Memory CareBreakthrough: The Full Bloom Method for Overcoming Resistance to CareBest Practices Booklet—Dementia Home Care (Alzheimer’s Association)Danny Meyer's Salt Shaker Theory of Leadership Sponsors:Mertz Taggart—Home Care M&A Experts
- 3 weeks ago1h 2m
Top Five Sales Activities that Drive Home Care Referrals (Sean Reiley)
#62 Most home care sales reps stay busy—but very few generate high-quality referrals consistently. Sean Reiley, CTO at 52 Weeks Marketing, breaks down the specific sales activities, scorecards, benchmarks, and accountability systems that separate top-performing reps from everyone else. Sean shares the five sales activities that actually drive referrals, how many referral sources a rep should manage, what productivity should look like week-to-week, and the biggest mistakes operators and sales leaders make when managing referral accounts.Sean Reiley / Sean@hmstechsystems.com52 Weeks Marketing & CRM Sponsors:GUIDE-Ready Respite Provider Program (Debbie Miller + Harmonic Health)CMS GUIDE Participant List (spreadsheet download)
- 4 weeks ago1h 5m
The Real Barrier to Aging-in-Place Technology Isn’t Families (Paula Marks)
#61 90% of home care calls still happen in crisis mode—after the fall, hospitalization, or cognitive decline has already escalated. Paula Marks, VP of At Home Caregivers, explains why the industry must move from reactive “sick care” to preventative wellness models before the caregiver shortage reaches a breaking point. From the growing demand for in-home monitoring technology to the surprising resistance coming from referral sources themselves, Paula breaks down what’s actually preventing families from aging safely at home—and why quality, prevention, and trusted partnerships will dictate the future of home care.Paula Markspaulam@athomecaregivers.comAt Home Caregivers Sponsors:Phoebe.work
- May 12, 20261h 3m
How Coastal Care Partners Built a One-of-a-kind Integrated Care Model (Amy Pierce)
#60 Amy Pierce spent more than 20 years as a nurse and saw firsthand how fragmented healthcare makes it incredibly difficult—especially for older adults—to navigate. In 2018, she and her husband Scott set out to fix that. They started with nurse-led care management, quickly growing to ~10 clients before expanding the team—and within just six months realized they needed to bring caregiving in-house to control quality and outcomes. About 1–2 years later, they added clinical oversight so they could handle situations like a 4pm Friday change in condition without sending clients to the ER.Fast forward 8 years, Coastal Care Partners has grown to 340+ employees and become the largest single-site home care company in Georgia, with an integrated team that includes physicians, nurse practitioners, nurses, and therapists—even operating multiple primary care practices and specialty services. Their caregivers go through a 100-hour internal training program, reinforcing their reputation as “elite” providers in their market. Amy shares how they built this model step-by-step—“building the airplane while flying it”—why hiring and communication are everything, and how integration allows them to manage rising conditions like dementia, Parkinson’s, and heart disease more effectively at home. She also breaks down the operational lessons, leadership challenges, and why she believes integrated care is the future of aging services.Show Notes:Amy Pierce on LinkedInCoastal Care PartnersBook: The Aging Care Blueprint for Families by Amy PierceEOS—Entrepreneurial Operating System for businesses Sponsors:Mertz Taggart—Value Accelerator Program
- May 5, 20261h 9m
Scaling to $13M Without Investors, Diversified Payers, or Traditional Playbooks (Scott Pierce)
#59 Scott Pierce didn’t come from home care—he came from broadcasting and healthcare software. But after navigating his parents’ complex health needs, he and his wife Amy built something entirely different in Savannah, Georgia. Eight years later, Coastal Care Partners is doing nearly $13M in revenue and 7,000 hours of care per week—all from a single location.Scott breaks down some of the unconventional decisions behind their growth:Why he focused on hours and Google reviews—not margins or EBITDAHow staying 100% private pay shaped their modelThe early bets on caregiver pay, training, and infrastructureLessons from distractions, failed ideas, and scaling without outside capitalAnd why most agencies stay stuck—and what it actually takes to break throughScott Pierce on LinkedInCoastal Care PartnersBook: The Aging Care Blueprint for Families by Amy PierceBook: Unreasonable Hospitality by Will Guidara
- Apr 28, 20261h 5m
The Office Team, SOPs, and Networking that Took Him from 700 to 3,000 Hours/Week (Conant Schoenly)
#58 His father founded the first home care company in Connecticut in 1985. After leaving to pursue a career in finance and private equity, Conant rejoined the family business in 2018. What he walked into? Whiteboards, minimal systems, and plenty of opportunity. In less than eight years, he’s helped 4x the business, driven by thoughtful change management, stronger office staff, and continuous process improvement. Conant breaks down how he hires and develops his office team, how they approach micro vs. macro SOP changes, and why regularly visiting other home care operators has been a game-changer for challenging his thinking and bringing fresh ideas back to the business. Conant SchoenlyCharter Oak Home Care Sponsors:Phoebe
About Home Care Strategy Lab
Is there a single right way to run a home care agency? We sure don’t think so. That’s why we’re interviewing home care leaders across the industry and asking them tough questions about the strategies, operations, and decisions behind their success. Join host Miriam Allred, veteran home care podcaster known for Home Care U and Vision: The Home Care Leaders’ Podcast, as she puts high-growth home care agencies under the microscope to see what works, what doesn’t, and why. Get ready to listen, learn, and build the winning formula for your own success. In the Home Care Strategy Lab, you are the scientist.
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