How Optimum Home Healthcare reduced billing time from 8 hours to 30 minutes

Optimum Home Healthcare is a home and community-based services provider in Minnesota serving clients through homemaking services and community residential settings.

As the agency grew, so did operational complexity. They had documentation stitched together across Google docs, a separate payroll software, and an EVV platform that never went live after 18 months of trying to implement it.

Eric Owusu, Designated Manager at Optimum Home Healthcare, was in search of a single system built for homecare. He needed one platform that could handle documentation, billing, EVV, scheduling, and payroll without friction.

The search led Optimum Home Healthcare to Pavillio.

Disconnected systems, manual billing, and growing compliance risk

Before Pavillio, Optimum Home Healthcare relied on multiple disconnected systems to run day-to-day operations, increasing their compliance risk and causing inefficiencies – especially with billing.

Their billing process required manual effort and reconciliation. Every pay period, the process alone took close to eight hours to complete. Additionally, managers had limited visibility into what staff documented during shifts, which was creating unnecessary back-and-forth. On top of that, they were feeling the pressure to ensure that their data was accurate and audit-ready due to the increasing scrutiny around EVV compliance and fraud.

“Nothing was connected. We wanted everything all in one place,” Owusu explained.

The goal was simple: consolidate operations into one system, reduce risk, and give the team better visibility without adding administrative burden.

One system to unify billing, EVV, and documentation

Pavillio stood out to Optimum Home Healthcare because it offered the ability to centralize documentation, billing, scheduling, and EVV in one platform while still supporting both homemaking and CRS services.  
 
And for Owusu, implementation speed was just as important as functionality. After spending over a year attempting to launch EVV with another vendor, the agency could not afford another drawn-out rollout.

“We were live in Pavillio in about a month. That alone was huge for us,” Owusu said.

The onboarding experience reinforced that they made the right decision. Communication was clear and consistent, with detailed implementation notes to review between check-ins with the Pavillio team. An onboarding portal allowed Optimum Home Healthcare to track progress, review material, and get their questions answered.

“Communication was great. The process made it easy to follow along, ask questions, and stay on track,” said Owusu.

Caregivers also adopted the mobile app quickly, with most requiring little support beyond basic instructions. Even across a team of 50 caregivers, only one or two needed hands-on guidance.

From 8 hours to 30 minutes: faster billing and visit information in real-time

The most visible improvement for Optimum Home Healthcare has been faster, more efficient billing. What once required hours of manual effort now takes minutes. Instead of pulling information from multiple systems and reconciling discrepancies, Owusu’s team completes billing within a single platform.

“Billing used to take close to eight hours. Now it takes about 30 minutes. That change alone has been massive for us,” Owusu said.

Beyond billing, documentation is centralized and accessible in real time. Managers can instantly see what occurred during a shift without sending emails or requesting reports. This has reduced time spent on admin work and lessened compliance risk. Plus, real-time EVV tracking and standardized documentation have strengthened audit readiness without adding oversight.

With increased scrutiny around EVV compliance and fraud prevention, Owusu sees Pavillio as essential infrastructure.

“If you are providing DHS services and you don’t have a system like this, you are putting your agency at risk,” said Owusu. “I would recommend Pavillio in a heartbeat. I don’t think any agency should start without it.”

For Optimum Home Healthcare, Pavillio is now a part of core operations, allowing the organization to bill faster, operate more efficiently, and stay compliant without the friction of disconnected systems.