Company Overview

Company: Forever Family Home Care

Location: Indianapolis, IN

Owner: Candice Coleman

Founded: 2023

Business Model: Privately-owned home care agency focused on elder care

Background

Forever Family Home Care was founded after owner Candice Coleman struggled to find quality care for her grandmother. With a passion for helping seniors and firsthand experience in caregiving and office operations, Candice decided to launch a business of her own—determined to do it differently.

But like many new home care agency owners, she knew she needed the right tools and support, especially when it came to billing and caregiver management.

The Challenge

Early in her journey, Candice realized how important it was to find a technology partner that offered real support—not just software.

Despite having prior office experience in home care, the reality of managing claims, denials, and codes became overwhelming. Within months, Candice found herself more than $30,000 behind in payments, with limited understanding of how to resolve the growing billing backlog.

The Solution: Choosing CareTime

After carefully researching and interviewing multiple vendors, Candice chose CareTime based on three key factors:

1. Billing Support That Went Above and Beyond

Candice didn’t just want a billing platform—she needed guidance.

“They taught me how to bill. They didn’t just hand over the tools—they were there to assist me every step of the way.”

The CareTime billing team worked side by side with her, patiently answering questions, providing one-on-one assistance, and ultimately helping her clear up over a month and a half’s worth of denied claims.

2. A Caregiver App That’s Actually Easy to Use

CareTime’s mobile app stood out immediately—not just to Candice, but to her team of caregivers.

“The app is very easy for my caregivers to use. They’re not having to push a million buttons. It gives them a reminder about their schedule, and when they open it, the clock-in button is right there.”

This simplicity helped reduce common issues around missed punches and caregiver confusion, improving day-to-day operations and accountability.

3. Responsive and Reliable Support

Whether she was dealing with billing questions or general platform use, Candice knew she could rely on CareTime’s support team.

“Every time I reach out, someone responds. The support team was patient and walked me through everything—even when I was frustrated.”

The sales team also stood out for their professionalism and consistency, checking in regularly during Candice’s evaluation process and setting the tone for a high-touch, relationship-driven experience.

Local Climate: Navigating Change in Indiana

Recent changes to Indiana Medicaid—including the rollout of Indiana PathWays for Aging, a state-managed initiative transitioning certain Medicaid and Medicare beneficiaries into a managed care model—have created widespread disruption for home care agencies across the state.

The implementation of this new managed care structure fundamentally altered billing protocols and the billing portal, leading to extensive delays and confusion in the billing process. Agencies using third-party aggregators were hit especially hard, facing ongoing claim denials, delayed reimbursements, and mounting administrative burdens. These systemic issues introduced uncertainty, reduced operational efficiency, and made it harder for agencies to deliver high-quality, uninterrupted care.

For Candice and others navigating this transition, CareTime provided stability amid the chaos—helping her understand the new billing codes, communicate effectively with support, and eventually recover tens of thousands in delayed revenue. The billing team’s deep familiarity with Indiana’s evolving requirements proved to be a critical asset.

Why Candice Recommends CareTime

“The customer service is excellent. The billing team helped me recover from a frustrating situation, and the app is simple and easy for my caregivers. I absolutely recommend CareTime to anyone starting a home care agency.”