Man crouching down on a running track

5‑star CAHPS scores come from 5‑star experiences

At HOMELINK®, we take care of the entire patient experience — from referral to resolution.

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Full-service, person-to-person care coordination

No member navigates their plan alone. HOMELINK directly manages the ancillary care journey, coordinating care by answering coverage questions, explaining benefits, and planning next steps.

  • A Single Point of Contact

    Woman on headset supporting care coordination

    No confusion. No delays. From referral to resolution, one dedicated HOMELINK team member provides care coordination, verifies coverage, confirms medical necessity, secures authorization, and closes documentation gaps.

  • Responsive Communication

    Individual in a wheelchair being wheeled up a metal wheelchair ramp

    The HOMELINK team contacts members quickly, automatically escalates urgent needs, and routes care without delay.

  • Benefit-Aligned Care With No Surprises

    Durable medical equipment

    All services and supplies are delivered in strict alignment with plan benefits, Medicare guidelines, and coverage limits — ensuring members receive only what’s appropriate and covered.

  • Availability Anytime

    Medical professional on phone

    When members have questions, our U.S.-based support is available to answer them 24/7. That support includes weekend follow-ups and on-call coordination.

  • Measurement and Continuous Improvement

    Medical professional delivering care

    To improve patient satisfaction in healthcare, we actively measure results at the point of service and after delivery of care. Insights are entered into a structured improvement process to continuously elevate the member experience.

  • Proactive Follow-Up Means Fewer Grievances

    Satisfied patient with prosthetic looking at phone

    We don’t wait for problems to surface. HOMELINK follows up after delivery of care or service to confirm that member expectations were met. If they weren’t, we resolve issues before they escalate into formal grievances.

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What our patients say about us

30 years ago, Jeff and Terri Karlin’s world changed in an instant: A work accident left Jeff paralyzed from the shoulders down, and the Karlins were left searching for a path forward.

Transcript

Silent video. Jeff Karlin, who uses a power wheelchair, and Terri Karlin are welcomed by HOMELINK staff, and later gather outdoors with family and friends.

On-screen text reads:

Jeff and Terri Karlin, HOMELINK customers for over 30 years

“HOMELINK has always treated us like we truly matter, not just as customers but as people.”

“They are responsive, easy to reach, and consistently go the extra mile to make sure everything is right.”

“Any time there has been a concern or issue, it has been handled quickly and with care, and we’ve always felt supported and fully taken care of.”

Jeff & Terri Karlin reunited with Debbie Kline, longtime HOMELINK employee-owner who coordinated their care.

Responsive DME and home health support

When a member is waiting for an answer, every second counts. The HOMELINK team responds quickly and communicates proactively to prevent delays.

Initial patient contact

Man wearing glasses on phone with HOMELINK for home health support

HOMELINK contacts patient within 4 business hours of referral

Staffing, contact and benefit verification

Individual with cast on foot and crutches nearby

HOMELINK schedules services, contacts client/referral source, and verifies benefits within 1 business day of referral receipt.

Authorization requested

Woman wearing headset supporting care coordination

HOMELINK requests authorization within 1 business day of precertification notification.

Man wearing headset delivering care coordination

How can we improve your patient satisfaction?

Learn more about HOMELINK services:

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