Digital Transformation in Post-acute Care: Adapting to New Healthcare Realities
The healthcare sector, especially in post-acute care, is rapidly evolving as digitalization accelerates and patient expectations continue to rise. MatrixCare, a RESMED company and major provider of cloud-based EHR solutions for out-of-hospital care, serves 13,000 organizations across the U.S.
To meet growing demand for faster, more personalized support, providers face mounting pressure from high staff turnover, which in home health can reach 65%. Though MatrixCare offered a robust platform, its support ecosystem was fragmented - nearly 20 separate applications covered different care settings like home health, hospice, and long-term care. End users often needed step-by-step guidance, not just tech support, which led to heavy reliance on call center agents and average response times of up to 20 hours.
Reinventing healthcare assistance with DRUID AI agents and integrations
The adoption of DRUID’s agentic AI at MatrixCare has significantly improved support efficiency, reduced response times, and raised the standard for service quality across healthcare operations.
MatrixCare set out to solve the challenges of a fragmented platform made up of nearly 20 separate systems serving various care settings. Their main goals were:
- Improve support responsiveness and consistency
- Reduce pressure on support agents
- Transition to a proactive support model
- Offer scalable premium support services
The Challenge
The company faced significant operational challenges due to its platform being a collection of multiple systems that lacked seamless integration. This complexity was heightened by the need to
deliver a consistent user experience across diverse care settings—ranging from long-term care facilities to hospice and home health - spanning nearly 20 distinct systems.
In the US healthcare market, particularly within the home health segment, employee turnover rates vary widely, ranging from 25% to 65%, creating significant challenges for ongoing training and maintaining a skilled workforce. New hires and existing staff frequently struggled with the software, leading to heavy reliance on MatrixCare's support services.
The company offered two main forms of customer support: an online community pagefor self-service inquiries and a direct call line manned by human agents. However, the effectiveness of these support channels washindered by several issues. As support calls surged—60% related to user coaching rather than technical issues - MatrixCare faced delays averaging 20 hours and
inconsistent service quality, exposing a critical need for a more efficient, reliable solution to
meet the rising expectations of healthcare providers and staff.
The Solution
To transform its support model, MatrixCare partnered with DRUID AI, INC., a provider of enterprise-grade agentic AI solutions. The goal: automate routine queries, improve data accuracy, and support users with intelligent self-service tools.
The result was a seamless integration of DRUID's conversational AI across multiple platforms, securely connected via APIs and aligned with ResMed’s rigorous data integrity standards.
Three agents were deployed across two key divisions:
Home Health & Hospice Division:- External Support Agent (via Salesforce Community Portal) triages client queries 24/7.
- Internal Support Agent (via Microsoft Teams) aids staff with internal documentation and workflows.
Senior Living & Long-Term Care Division:
- MatrixCare 360 Agent (within the MatrixCare 360 mobile app) assists caregivers with workflow support.
These deployments fall under the broader leadership of Tim Smokoff, General Manager at
RESMED. Together, these agents now manage customer support interactions, resolve coaching-related questions, and create support tickets where necessary - automating complex workflows and offering personalized assistance.
The MatrixCare - DRUID partnership will continue to expand with a formalized enterprise licensing
agreement. Upcoming deployments include a case management agent for both the Home Health & Hospice and Enterprise Financials divisions. The latter—a cloud platform offering modules for payroll, budgeting, and reporting—presents a major growth area.
Here, DRUID AI agent will streamline access to financial data, reinforce compliance, and elevate operational transparency
Learnings
The integration of DRUID’s agentic AI into MatrixCare’s support ecosystem delivered immediate, measurable results. Support call volumes dropped significantly, response accuracy reached 96%, and customer satisfaction improved as users gained faster access to reliable answers. By automating routine inquiries and streamlining complex workflows, the AI agents also reduced pressure on staff and enabled faster resolution of user coaching requests.
Beyond operational gains, the implementation marks a shift toward more intelligent, responsive healthcare support. Agentic AI’s ability to personalize interactions and adapt in real time improves both patient engagement and clinical efficiency. As this technology continues to evolve and integrate with tools like telemedicine platforms and wearable devices, it lays the foundation for a more proactive, always-on model of care, transforming the healthcare experience from reactive episodes to ongoing, data-driven support.
