- Your care coordinators spend 3+ hours per day on inbound family enquiries, many of which are status updates
- Vacancies fill slowly because outreach to referral sources is manual and inconsistent
- After-hours calls for non-urgent matters go unanswered and create complaints
- Staff coordination and shift filling is done manually via group texts and calls
Care coordinators were fielding 60–80 calls per day — mostly family members asking routine status questions. Each call averaged 8 minutes. That's over 9 hours per day in staff time just taking calls, leaving no time for actual care coordination.
AI receptionist handles inbound calls, provides care schedule updates, flags urgent matters to the on-call coordinator, and books family meetings. Routine enquiries resolved without staff involvement 74% of the time.
"My coordinators were drowning in calls. Now they're actually coordinating care instead of answering 'what time is Mum's shower?' for the fifth time today."— Rachel Nguyen, Operations Manager
Vacancy fill time averaged 23 days. Every bed vacant is $280–$380/day in lost revenue. Referral pathway was ad hoc — relying on relationships without systematic outreach. Had no CRM, no follow-up sequences for enquiring families.
Automated referral pathway: families who enquired got a 5-touch email sequence with facility info, resident testimonials, and a virtual tour link. Discharge coordinators at local hospitals added to monthly newsletter. Vacant beds triggered immediate outreach to warm referral list.
"We used to advertise on MyAgedCare and wait. Now we have a pipeline of families who already know us and we fill beds before they're even officially vacant."— Robert Chua, Facility Manager
Families researching home care options would visit the website and leave without making contact — too much information, no clear next step. Also needed a way to handle enquiries outside business hours without hiring after-hours staff.
AI guide on website walks families through care needs assessment, explains package levels (Level 1–4), gives estimated costs, and books a free consultation. After-hours enquiries get an immediate acknowledgement and morning callback booking.
"Families are scared and confused when they're looking for care. Our bot meets them where they are, answers their questions, and by the time we call them, they're ready to sign."— Patricia Walsh, Intake Manager