EHR, EMR, CRM, ERP, you name it and you’ll find that kind of software in the market!

But how much time and resources can administrators invest in various software and remain productive? Ideally, one software encompassing all aspects of a business would be the perfect tool to subscribe to such as for private duty agencies who offer their services to private payers and health insurers.

If you bill regulatory authorities such as Medicaid waiver programs, you probably need to have a system that manages electronic billing and payroll as well. And Medicare, with its OASIS, RAPs, and final billing is even more complex and nearly impossible to do manually. But these systems leave out, bypass, or forget the most important part of the puzzle… getting the client to begin with!  For that, you need an affordable CRM or customer relationship management system that integrates with your EHR.

The CRM would give administrators a direct and real-time insight into all sales activities, one of the key drivers for any business. Furthermore, its mobile app would let the sales reps go on hunting for referrals. Does this imply that administrators should continuously invest some of their already scarce resources into monitoring sales activities and intervening with sales reps whenever needed?

The answer is yes and no, because they should invest their precious time only at the beginning to become familiar with the key features of the CRM, but not continuously.

The second step is equipping the home care marketers with the mobile app, training them on using it and explaining that the office is there to guide them when needed. From there on, the administrator should check into the dashboard of the CRM once or twice a week only to ensure that sales are on track. Calling for a bi-weekly sales meeting is important to bond the team and improve the sales process.


The administrator’s time should be managed efficiently to look into the multiple facets of the agency, including the sales process. Checking into the CRM once or twice a week (put in on your calendar) will be enough as the reps know that management can follow their sales efforts at any time, automatically pushing them to perform well. That is the beauty of a CRM!

Good luck in boosting your referrals!

Tony J. Onaissi is the founder and CEO of Isoratec, a home care technology company, and of Home Care Lebanon, a home health and home infusion business he founded in 1997. Contact Isoratec about CRM software at