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Granny Nannies Case Study

About the Business

Granny Nannies of Boca Raton, Florida was opened in 1998 by John Rodriguez. The Granny Nannies franchise family was founded by Rob and Kirsten Hodgson in 1990. The Granny Nannies’ commitment to excellence remains true today. A strong dedication remains to ensure that their clients are consistently treated with the highest level of respect and dignity and are matched with the right private duty caregiver to provide care services in the home, hospital, assisted living facility, or nursing home.

Challenge

Mr. Rodriguez faced some key business challenges: maintaining compliance and managing third party billing. When Mr. Rodriguez needed help overcoming these challenges, FHS was there. “We had been approached by other companies in the past, but once I met the FHS team, I knew I had found the right partner for all my business’ needs. I was very impressed with FHS’ offering.”

Maintaining Compliance

As a home care business owner operating a registry model, a top concern for Mr. Rodriguez was compliance. “Maintaining compliance was not as big an issue when we first partnered with FHS, but that pressure has escalated over time as regulations have changed,” he explains. “Managing receivables and maintaining good caregiver records were also important issues. Lastly, dealing with security and handling credit card processing was challenging.”

FHS’ payment processing service, EasyPay, became essential to the business’ compliance, cash flow and record keeping.

“EasyPay is an excellent means to manage the cash flow,” explains Mr. Rodriguez. “It is the best way to maintain record keeping and to ensure that the client pays us every week. When we billed in-house, we were billing once a month and we would have long gaps without money coming in for some clients.”

“Another benefit to FHS’ EasyPay service is that caregivers must submit invoicing to FHS on time or else they do not get paid,” states Mr. Rodriguez. “If the client was paying the caregiver directly, which was our main payment model before partnering with FHS, oftentimes the caregiver would not report her time and activity data to us if she was getting paid on time. And if she did not report that data to us, we would have serious compliance breaches. In fact, caregiver record-keeping was one of the biggest headaches we had. FHS has dramatically helped us with all those issues.”

Assistance with Third Party Billing

Before partnering with FHS, Granny Nannies of Boca Raton handled all of its third party billing in-house. “We really needed a more efficient way of working with long-term care insurance clients,” explains Mr. Rodriguez. “More than anything else, we needed help with record keeping: ensuring we were maintaining and processing all the required certification data for insurance carriers and getting paid on time and in full.”

Over the course of managing third-party billing in-house, there were several challenging client cases that made him realize that it was time to enlist the experts. “The main issue with third party billing—not just for long-term care insurance but any third party payer—was our ability to keep up to date,” says Mr. Rodriguez.

“Having an updated status from the payer is very critical. When you have complex cases with lots of hours and multiple caregivers—which are the high dollar cases that you want—it is extremely time consuming and very easy to fall behind on the current status if you do not have someone like FHS carefully managing it.”

Solution

By partnering with FHS, Mr. Rodriguez has saved a significant amount of time and money and reduced administrative burdens placed on the office:

One way I save money is postage: I do not have to mail out invoices anymore. FHS processes most client payments electronically and accepts checks from some clients who prefer that method. I save several hours a week since I no longer have to review bills. Everything that FHS does is based off an approved agreement that includes the caregiver fee, the registry fee and the FHS processing fee. Everything is taken from caregiver timesheets, so again they are adding up the hours so I do not have to do it.

I save a tremendous amount of time in not having to send out overdue payment notices to clients or make calls to hunt them down.

I have had to hire lawyers many times to get clients to pay delinquent bills, so those costs have gone down dramatically. In many instances throughout the years, I had clients who did not pay for a long period of time while still receiving care, and we were left holding a big bill. I’d have to take them to court, maybe settle for less, or maybe not get paid at all.

One of the most important things FHS does is maintain clients’ financial records. They have a client’s credit card or bank account information on file, so if the payment method fails, FHS knows right away and can stop a problem before it becomes a big problem for us. FHS and the clients have their own contractual obligation thanks to the FHS Client Agreement. That saves me a tremendous amount of money and headache. I have dealt with delinquent clients in the past and I have lost money, sometimes a lot of money, which can be very painful.

Maintaining records on PDF files for caregiver notes is going to reduce our burden of carrying paper, which represents substantial savings. It’s even more important because if we get audited we have the necessary records. The amount of time we spend maintaining administrative files is going down, so that is another big factor.

Result

Granny Nannies of Boca Raton has partnered with FHS for nearly three years and the partnership helps Mr. Rodriguez and his staff as well as the clients and families that they serve:

Partnering with FHS has made my job easier in a number of ways. When FHS is in contact with the long-term care insurance company and maintains communications with the client in regard to billing status and payment status, it frees me up to do other things that I need to do.

My staff and I are still the front-end face to clients and caregivers. We still collect all the information, but FHS is making sure that everyone who needs to get paid is getting paid and also keeping the clients informed. When FHS can take the lead to ensure that all records are clean and all operational processes are running smoothly, it makes everybody’s life a lot easier.

Clients and families appreciate FHS because they can access information in a timely way in a manner that they can understand. The FHS online portal is crucial for this reason. The ease of use in paying for care is helpful for families: no longer having to write checks and knowing that FHS offers a secure, automated payment processing system is important to them.

FHS’ EasyPay is of the highest quality and offers transparency to the client. For compliance reasons I do not use the two-check system. I tell clients that I utilize FHS because it is a reliable, secure and less expensive means for the office to invoice them and for the caregivers to get paid.

FHS adds value to my business because it makes payment processing less burdensome and more economical. FHS improves our cash flow and our record keeping and helps us maintain compliance.

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