Home Health & Home Care Agencies
Home Health BPO Services | Support for Home Care and Home Health Agencies
A home health or home care agency coordinates care delivered in people's homes, and its contact center sits at the center of a complex, around-the-clock operation: patients and families needing help, caregivers reporting from the field, scheduling that has to match the right caregiver to the right patient at the right time, and the intake calls that grow the agency. A missed call can mean a shift uncovered, a family unsupported, or a new patient lost, and in home health that matters because a person's care depends on it.
Global Empire Corporation runs patient and family support, caregiver coordination, scheduling and intake for home health and home care agencies — handling the contact around the clock in the agency's systems, under the health-privacy standard patient information requires, so the agency's team can focus on delivering and overseeing care rather than fielding the phone.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Home Care Is Around-the-Clock Coordination, and the Phone Is the Hub
A home health agency runs a distributed, 24/7 operation — caregivers in homes across a region at all hours, patients whose needs do not keep office hours, families who worry at night — and the phone is the hub that holds it together. Scheduling and coordination are relentless: a caregiver calls off, a shift needs covering, a patient's needs change, a family calls with a concern, and all of it needs handling promptly because care depends on it. An agency whose phone cannot keep up leaves shifts uncovered and families unsupported.
Intake is where the agency grows, and it is time-sensitive. A family looking for home care is often in a stressful transition — a hospital discharge, a declining parent — and they engage the agency that answers with competence and compassion and can start care. A missed or slow intake call is a lost patient at the moment the family was ready, so answering and handling intake well, alongside the operational coordination, is what an agency needs from its contact function.
- Scheduling and caregiver coordination handled around the clock, so shifts are covered
- Patient and family calls handled with care, day and night, not sent to voicemail
- Intake handled promptly and compassionately, so new patients are not lost at a stressful moment
- Patient information handled to the health-privacy standard that applies to a service provider
For home health, home care and in-home services agencies
Home Health Support Services We Deliver
Scheduling & Shift Coverage
Caregiver scheduling, call-offs and shift-coverage coordination handled in your systems against your rules, so shifts are covered and patients are not left without care.
Patient & Family Support
Patient and family calls, questions and concerns handled with care in your name, around the clock, so the people relying on the agency reach a person rather than a voicemail.
Caregiver Coordination
Caregiver check-ins, questions and field coordination handled, so the distributed workforce delivering care is supported and reachable.
Intake & Referral Handling
New-patient intake and referrals captured with the detail and compassion a stressful transition needs, and handled promptly, so the agency does not lose patients at the moment of need.
After-Hours & On-Call
Overnight and weekend coverage with triage and escalation to your on-call clinical staff against your rules, because home care emergencies and needs arise at every hour.
Administrative Support
Administrative and coordination tasks handled in your systems, so the agency's team spends its time on care and oversight rather than the phone.
How a Home Health Support Program Runs
From the privacy framework to covering the around-the-clock operation.
Scope & Privacy Framework
We establish the health-privacy framework and your scheduling, coordination and escalation rules before launch, because patient information and care coordination govern how the program is built.
Systems & Access Setup
Agents are set up in your scheduling and care systems with minimum-necessary access and the controls patient data requires, so coordination and intake are handled correctly and securely.
Care & Process Training
Training on your services, your caregivers and the patient and family conversations that arise, so coordination is accurate and family calls are handled with the right care.
Pilot & Calibration
Launch on a defined slice with daily review, calibrating scheduling, family support and intake before the whole operation moves.
Scale & Coverage
Expand where quality holds, and into the round-the-clock coverage home care needs, so the distributed operation is supported whenever it runs.
Related services
Build a complete support program
Frequently asked questions
How is patient information protected?
With the safeguards health-privacy rules require of a service provider handling patient information. Agents work in your systems with minimum-necessary access, under defined controls, screening and a clear position on where data is processed and stored, and the arrangement is documented accordingly. Home care coordination touches protected health information, so the program is built privacy-first. A provider should describe its controls to your standard, and you should confirm the specific obligations for your agency with your own privacy counsel before scoping the work.
Can you handle scheduling and shift coverage?
Yes, and it is core to a home health program. Caregiver scheduling, call-offs and shift-coverage coordination are handled in your systems against your rules, so when a caregiver calls off, a shift needs covering, or a patient's needs change, it is handled promptly rather than leaving a shift uncovered and a patient without care. The scheduling and coordination are the relentless operational heart of a home care agency, and handling them around the clock is where the program most directly supports the delivery of care.
Do you provide after-hours coverage?
Yes. Home care is a 24/7 operation — caregivers in homes at all hours, patients whose needs do not keep office hours, families who worry at night — so coverage is scoped around the clock, with triage and escalation to your on-call clinical staff against your rules for anything that needs them. An agency whose phone cannot be reached overnight leaves families unsupported and shifts uncovered at exactly the moments that matter, so the program is built around when the operation actually runs.
Can you handle new-patient intake?
Yes, and it is where the agency grows. Families looking for home care are often in a stressful transition — a hospital discharge, a declining parent — and engage the agency that answers with competence and compassion and can start care. Agents handle intake promptly and with the care the moment needs, capturing the detail your team requires and routing to your clinical intake process, so a new patient is not lost to a missed or slow call at the moment the family was ready to commit.
What does a home health support program cost?
It follows the coverage rather than a published rate. The variables are call volume, the round-the-clock hours home care needs, the mix of scheduling and coordination versus family support and intake, the depth of systems and privacy integration, and whether you need bilingual coverage. Given the privacy stakes and the 24/7 nature of the work, the program is built around doing it correctly; we scope it against your agency and quote per program.
TESTIMONIALS
Our trusted clients
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
We believe excellent customer service provides the sharpest competitive edge. Global Empire shares that same vision and works closely with us to deliver the best possible service quality. Their partnership supports our ongoing commitment to excellence.
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