Care In Touch

Client
Care In Touch
Industry
healthcare
Location
Bay Area
Service
platform development

01.Overview

CareInTouch came to SoftDoes with a problem that many healthcare operators know well: the gap between a manual process and a compliant, scalable one.

In home health, missed billing deadlines mean unrecoverable revenue. Missing documentation requirements means failed audits. The stakes are high, and spreadsheets aren't enough.

SoftDoes built a custom tracking and compliance application from the ground up. The app monitors deadlines, surfaces missing documentation, and flags items that need escalation, all within a HIPAA-compliant environment. What started as a focused billing tool has grown into a central operational platform that CareInTouch continues to build on today.

"The delivery was there, and the vision I explained was actually there too. Any small changes, SoftDoes was just accommodating."

-Jojo Rafanan, Co-Founder, CareInTouch

02.Client background

CareInTouch is a home health agency founded in 2017 and based in the Bay Area. They provide skilled nursing and therapy services to patients discharged from hospitals and clinics, operating in a region where the cost of patient care is among the highest in the country.

With over 100 employees and a workflow that touches insurance billing, clinical documentation, and regulatory compliance simultaneously, the business demands precision at scale.

Founder and co-owner Jojo Rafanan, who brings an engineering background to her leadership role, knew early on that the right technology could be the difference between a business that grows and one that bleeds money quietly.

03.Challenge & solution

challenge

When CareInTouch acquired the business, leadership inherited a process that relied on manual tracking across spreadsheets and shared documents. In home health, that approach carries real financial risk.

Insurance claims in California must be submitted within strict deadlines. Missing them means the revenue is gone, with no avenue for appeal. Without a centralized system, documentation gaps were easy to miss until it was too late.

The Bay Area cost of care amplified every error. A single missed billing cycle represented thousands of dollars in unrecoverable loss.
Staff had no consistent way to know what to prioritize each day or what was at risk of falling through the cracks.
Tracking authorization renewal dates (every 30 or 90 days, per patient) with no automated reminders
HIPAA compliance added another layer of complexity, making it difficult to share documents or collaborate with outside vendors without introducing risk.
As the team grew past 100 employees, the manual approach simply could not scale.

Jojo put it directly: even a small error could cost thousands of dollars. The question was not whether to build something, but how to build it right.

solution

SoftDoes designed and developed a custom compliance and billing management application built around the specific logic of CareInTouch's workflow.

The application serves as both a tracker and a guidance system, surfacing what needs attention before deadlines are missed rather than after.

Automated deadline monitoring flags items at 30-day, 60-day, and billing submission thresholds
Missing documentation triggers escalation alerts to the appropriate team members
The full system was built to HIPAA-compliant standards, allowing staff to work with sensitive patient documents without additional redaction or workarounds
A real-time dashboard gives ownership a direct line of sight into priorities, risks, and workflow status
The application was designed around CareInTouch's specific billing logic, not a generic off-the-shelf framework
As the relationship has grown, SoftDoes has expanded the platform to include additional modules and workflow tools beyond the original scope

The result is a system that does not just track, it guides. And because it was built to reflect how CareInTouch actually operates, the team adopted it quickly.

04.Results

Since launching, CareInTouch has continued to expand their engagement with SoftDoes across new projects and capabilities.

Eliminated missed billing deadlines that previously resulted in unrecoverable revenue loss
Gave ownership real-time visibility into compliance status across the full patient workflow
Reduced reliance on manual spreadsheet tracking across a 100+ person operation
Built within a fully HIPAA-compliant architecture, simplifying document handling for clinical staff
Expanded beyond the original scope to include additional operational modules
Freed up leadership time previously spent chasing documentation gaps and escalations