Home care providers face unique challenges every day, from operational hurdles to ensuring caregiver retention.
Our CEO, Navin Gupta, recently sat down with Patti Heid, Senior Director of Best Practice and Compliance for the Home Care Association of Florida for an episode of the Home Care Huddle to discuss how operational excellence can drive caregiver retention. Together, they explored industry trends, compliance complexities, and actionable strategies for home care agencies.
Patti Heid: Welcome, everyone. Thank you for joining the Home Care Association of Florida's Home Care Huddle, where we bring together the collective wisdom of home care providers within our community by sharing expertise and uplifting the standard of care. Get ready for an engaging conversation that goes beyond the surface as we unite to enhance the home care experience for providers and recipients alike.
So, let’s huddle up, everyone, and elevate home care together.
This is Patti Heid, and I am the Senior Director of Best Practices and Compliance for the Home Care Association of Florida.
Now, moving on to our guest for today: I have the pleasure of speaking with Navin Gupta, CEO of Viventium. Today, we’ll be chatting about home care and where operational excellence meets caregiver retention. So, welcome, Navin! Why don’t you take a moment to tell everyone a little bit about yourself and about Viventium?
Navin Gupta: Thank you, Patti. Thank you for having us, and thank you to Decision Health as well (sponsor of today’s program).
As you shared, I’m the CEO of Viventium. My background sits at the intersection of technology and health care – more specifically, senior care. I’m passionate about post-acute senior care, which means the areas we serve include home care, home health, hospice organizations, and facilities.
I’ve been involved with electronic health records, agency management software, and revenue cycle management. Viventium is a specialized, verticalized HR, payroll, and workforce management solution built for the segments that I’m personally passionate about.
We’ve been in the business for over 25 years and provide a full range of solutions – from applicant tracking to onboarding, payroll, core HR, benefits, and so on. I’m really excited to have this conversation with you, Patti.
Patti Heid: It sounds like providers are in for a treat today. I’m so thankful you’re here! Let’s jump into the nitty-gritty of this topic – home care operations and retention – because it’s something on the minds of all providers. To start, what are some of the operational challenges you find home care agencies are currently facing?
Navin Gupta: I think we need to start with the end in mind. When we talk about retention, the conversations have appropriately shifted to the idea that retention starts on day one – essentially, the first 100 days matter significantly.
From a challenges perspective, I’d group them into two broad buckets. First, the demand for home care services – like ADL (activities of daily living) care – far outpaces the number of caregivers available to provide this care. That puts a tremendous strain on agencies to find and retain caregivers.
Second, the workforce needs of this care staff are different. Many caregivers are hourly workers, often living paycheck to paycheck. They require convenience, flexibility, and software or technology that is multilingual.
Operationally, one of the most common issues we see is agencies using numerous applications – one for applicant tracking, another for onboarding, another for viewing pay stubs. Providing a single unified platform with seamless workflows is crucial. It’s not just about Viventium; it’s about everyone in the home care space working to provide tools and technology that speak the language of caregivers.
Patti Heid: That’s an excellent point. Today’s podcast title focuses on operational excellence. What role does that play in caregiver retention?
Navin Gupta: Operational excellence is critical. Let’s consider a hypothetical scenario: an agency administrator says, “I can’t run payroll today.” Payroll is often considered uneventful, but it’s labor-intensive. Weekly payroll can feel like Groundhog Day – repeating calculations, onboarding new employees, terminating others, managing schedules, and ensuring that day-to-day operations run smoothly.
Retention ties directly to this. According to an Activated Insights (formerly HCP) report, turnover in the industry is around 79%. Our own research, titled the Caregiver Onboarding Experience Report, found that 49% of caregivers did not feel welcomed when they joined an agency, and their questions weren’t answered adequately. Admins spend 50–70 hours on a single new hire. All these touchpoints with caregivers – from day one onward – impact their retention and satisfaction.
Patti Heid: That’s eye-opening. What would you recommend as the first steps an agency owner should take to strengthen operations and create a culture of high retention?
Navin Gupta: One of the best practices I’ve learned comes from the lean methodology, specifically the principle of Gemba, which encourages leaders to “walk the floor.” For agency owners, this means walking in the shoes of their caregivers – understanding their day-to-day experiences, identifying gaps, and addressing those gaps.
From our research, we identified eight practical steps for agency owners, such as providing technology that supports multilingual caregivers, streamlining onboarding with better tools, offering training, conducting surveys, and recognizing caregiver achievements. Culture, tools, and technology all play a role in delivering a positive experience that drives retention.
Patti Heid: As a compliance person myself, I know compliance is a significant aspect of home care. What makes compliance in this industry unique?
Navin Gupta: Compliance is inherently complex, whether it’s on the clinical side or in areas like labor law, where Viventium operates. Payroll compliance can be particularly challenging. Caregivers may work multiple jobs with different overtime rates, cross state lines, or fall under unique jurisdictional laws. Agencies need to ensure they’re meeting these requirements to avoid compliance issues.
At Viventium, we’ve built a dedicated compliance team to support agencies with questions about retroactive pay, split shifts, spread of hours, and more. It’s critical to partner with organizations that understand these complexities.
Patti Heid: That’s so true. What resources are available to help administrators struggling to stay in compliance?
Navin Gupta: Associations like yours, Patti, are invaluable for education and information sharing. However, I caution against relying on Google searches, as there’s a mix of good and bad information. Reliable sources like industry associations, trusted partners, and compliance-focused teams are crucial. At Viventium, we provide newsletters, blogs, and webinars to keep agencies informed.
Patti Heid: Great advice! As we near the end of our time together, what suggestions do you have for ensuring caregivers understand their paychecks and feel confident about their compensation?
Navin Gupta: Agencies must educate caregivers and provide pay transparency. Pay stubs should clearly show hours worked, rates applied, and deductions to build trust. Technology that supports multiple languages and offers transparency strengthens employer-employee relationships, fosters referrals, and improves retention.
Patti Heid: That’s excellent advice. Sadly, we’re out of time. Navin, thank you so much for joining us today and sharing such valuable insights.
Navin Gupta: Thank you, Patti. It’s been a pleasure.
This information is for educational purposes only, and not to provide specific legal advice. This may not reflect the most recent developments in the law and may not be applicable to a particular situation or jurisdiction.
Viventium Software Inc. is a SaaS-based human capital management solution that provides a remarkable user experience and award- winning software. Viventium provides flexible software and expert guidance so clients can be sure their payroll is done right.
Viventium offers specialized solutions in the health services markets which include home care agencies and skilled nursing facilities. Viventium Software supports all fifty of the United States with payroll and HR solutions.
Relax – you’re with Viventium.
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Overtime, oh, it’s a complicated game, Different rules in every state, it’s never the same, Multiply by 1.5, but there’s more to see, In this overtime equation, it’s not that easy, you see.
VERSE 1
In the world of work, there’s a tale to be told, About overtime hours, and the payroll gold, A consistent paycheck, that’s the worker’s dream, But when it comes to overtime, it’s not as easy as it seems.
PRE-CHORUS
Oh, Susie worked hard in San Francisco town, But the rules around overtime, they had her feeling down, 42 hours this week, she gave her all, Now it’s time to calculate, let the numbers fall.
CHORUS
Overtime, oh, it’s a complicated game, Different rules in every state, it’s never the same, Multiply by 1.5, but there’s more to see, In this overtime equation, it’s not that easy, you see.
VERSE 2
Exempt or non-exempt, the title they hold, Where they work, where you’re based, it’s all in the fold, California or New York, the laws they diverge, For payroll admins, it’s a never-ending surge.
PRE-CHORUS
Oh, the DOL’s website, a labyrinth to explore, State regulations galore, it’s quite a chore, Staying compliant, it’s a tricky art, Missing out on requirements can break your heart.
CHORUS
Overtime, oh, it’s a complicated game, Different rules in every state, it’s never the same, Multiply by 1.5, but there’s more to see, In this overtime equation, it’s not that easy, you see.
BRIDGE
But here’s a method that can save the day, A payroll software, to keep errors at bay, Input the info right, integrate with ease, No more manual labor, no more overtime fees.
VERSE 3
Back to Susie’s story, she’s owed her due, According to FLSA, it seems we have a clue, $860 on the table, that’s what we’d say, But California’s got its rules, changing the way.
PRE-CHORUS
Oh, California says, hours past eight, Are overtime-eligible, don’t underestimate, Now Susie’s owed $900, that’s the decree, In this overtime puzzle, you gotta set it free.
CHORUS
Overtime, oh, it’s a complicated game, Different rules in every state, it’s never the same, Multiply by 1.5, but there’s more to see, In this overtime equation, it’s not that easy, you see.
OUTRO
So when it’s overtime, and the rules entwine, Choose a payroll software, let it all align, Viventium’s the name, we’ve got the key, To make overtime calculations a breeze, you’ll see.
ENDING
Don’t overwork yourself, don’t you fret, With Viventium by your side, it’s a safe bet, Relax, you’re with us, in this overtime fight, With the right tools in hand, everything’s gonna be alright.
Take back time, like a winding clock, Retroactive pay, mending every block. Calculate the hours, with precision and grace, In the world of care, in this payroll space.
VERSE 1
In the world of care, where time slips away, Caregivers dedicate, every single day. But when the hours are missed, in the daily race, Retroactive pay, steps up to embrace.
PRE-CHORUS
A caregiver tired, at the week’s end, Forgot to log hours, a mistake to mend. Admins face the challenge, calculations to make, To set it right, for the caregiver’s sake.
CHORUS
Take back time, like a winding clock, Retroactive pay, mending every block. Calculate the hours, with precision and grace, In the world of care, in this payroll space.
VERSE 2
Manual calculations, prone to a flaw, Dealing with shifts, odd hours, and the law. As your business grows, the cost takes flight, Automated solutions, shining bright.
PRE-CHORUS
Compliance is key, with FLSA’s might, Calculate and compensate, get it right. Avoid the audit’s gaze, fines and the cost, Retroactive pay, no longer lost.
CHORUS
Take back time, like a winding clock, Retroactive pay, mending every block. Calculate the hours, with precision and grace, In the world of care, in this payroll space.
BRIDGE
Employee satisfaction, a crucial part, Resolve mistakes, a work of heart. Relationships flourish, in pay’s embrace, A payroll software, creating a trace.
VERSE 3
Star caregivers, valued and strong, Retention and recruiting, where they belong. Automated solution, a total pay dance, Establish your business, a work-life romance.
PRE-CHORUS
A self-winding watch, Viventium’s grace, Optimizing payroll, in every case. No more struggles, in the payroll game, In it with you, time and time again.
CHORUS
Take back time, like a winding clock, Retroactive pay, mending every block. Calculate the hours, with precision and grace, In the world of care, in this payroll space.
OUTRO
As your business grows, in the hustle and fight, Viventium by your side, making it right. No more worries, in the payroll chain, In it with you, time and time again.
Geo Tax, oh Geo Tax, our savior in the night, Guiding us through tax laws, shining a bright light. No more payroll worries, no more sleepless nights, With Viventium’s help, we’ll be alright.
VERSE 1
In the world of business, we all aim to thrive, Year after year, our dreams taking flight. But as we soar higher, we start to see, More money, more problems, just like B.I.G. Outgrowing our shell, it’s an exciting phase, But it brings with it some challenging days. Solutions we had, now show their flaws, As we push the boundaries, breaking through the walls.
CHORUS
Geo Tax, oh Geo Tax, our savior in the night, Guiding us through tax laws, shining a bright light. No more payroll worries, no more sleepless nights, With Viventium’s help, we’ll be alright.
VERSE 2
Employees across states, in different localities, Tax laws aplenty, creating complexities. Our old software’s limits, we’ve begun to see, Scaling up our business, we need to break free. Calculating pay and taxes, where it all begins, Errors in this process, lead to countless sins. Employees rely on us, trust in our might, To withhold what’s needed, get it just right.
CHORUS
Geo Tax, oh Geo Tax, our savior in the night, Guiding us through tax laws, shining a bright light. No more payroll worries, no more sleepless nights, With Viventium’s help, we’ll be alright.
BRIDGE
Taxes, they’re not simple, that’s for sure, A world of complexity, there’s always more. But Viventium stands with us, in this fight, Geo Tax, our ally, making everything right.
VERSE 3
CPAs may struggle, and admins too, Keeping up with taxes, what can they do? The rules keep changing, it’s hard to keep pace, But Viventium’s here, in this challenging space.
CHORUS
Geo Tax, oh Geo Tax, our savior in the night, Guiding us through tax laws, shining a bright light. No more payroll worries, no more sleepless nights, With Viventium’s help, we’ll be alright.
OUTRO
So relax, dear business, and set your mind free, With Geo Tax on our side, we’re the best that we can be. Viventium’s got us, in this tax-filled fight, No more worries, no more sleepless nights.
REPEAT CHORUS
Geo Tax, oh Geo Tax, our savior in the night, Guiding us through tax laws, shining a bright light. No more payroll worries, no more sleepless nights, With Viventium’s help, we’ll be alright.
Configurable Payroll Grids, a helping hand in sight, In the realm of admin life, where details are rife. With custom views and filters, they navigate through the night, Let’s celebrate this feature, it’s the heart of our work life.
VERSE 1
In the world of admin tasks, where changes often arise, There’s a tool that’s been a savior, under office fluorescent skies. With flexibility and precision, it eases their daily strife, Let’s sing about this feature, it’s the pulse of our work life.
CHORUS
Configurable Payroll Grids, a helping hand in sight, In the realm of admin life, where details are rife. With custom views and filters, they navigate through the night, Let’s celebrate this feature, it’s the heart of our work life.
VERSE 2
Admins wear many hats, in their daily grind, Sometimes they need to adjust, leave no errors behind. Adding extra hours, bonuses, or fixing pay, They need a simple method, to make it all okay.
CHORUS
Configurable Payroll Grids, a helping hand in sight, In the realm of admin life, where details are rife. With custom views and filters, they navigate through the night, Let’s celebrate this feature, it’s the heart of our work life.
BRIDGE
Custom views and filters, tailor it to your need, Focus on the important, no need for needless speed. A hundred-dollar bonus, a few clicks and it’s in flight, Admins get it done, making sure it’s right.
VERSE 3
In the admin’s world, where numbers have their say, This tool steps in gracefully, making tasks less gray. An interface so intuitive, like an Excel sheet, Changing data effortlessly, making work complete.
CHORUS
Configurable Payroll Grids, a helping hand in sight, In the realm of admin life, where details are rife. With custom views and filters, they navigate through the night, Let’s celebrate this feature, it’s the heart of our work life.
OUTRO
So here’s to Payroll Grids, in our song of praise they gleam, For admins working diligently, they fulfill a dream. In the world of office hustle, they bring much-needed light, Let’s tip our hats to this tool, and its invaluable might.
Rule-Based Automation, it’s the name of the game, Less manual toil, less stress and shame, With policies and standards, we’ll pave the way, To automate your chores and brighten your day.
VERSE 1
In the world of payroll, a daily task we face, Admins work hard, in this complex space, They handle policies, with attention and care, But there’s a solution that’s beyond compare.
PRE-CHORUS
Oh, payroll admins, your role’s crucial and true, But there’s a tool we’ve got, just for you, Let’s explore rule-based automation, my friend, With Viventium, your tasks will gently mend.
CHORUS
Rule-Based Automation, it’s the name of the game, Less manual toil, less stress and shame, With policies and standards, we’ll pave the way, To automate your chores and brighten your day.
VERSE 2
Standardize policies, that’s the key, For tenure, role, union status, you’ll see, PTO, bonuses, pay rates defined, Automation makes your workload more aligned.
PRE-CHORUS
Oh, payroll admins, the burden’s a load, But rule-based automation lightens the road, No more tiresome chores, no more dread, With Viventium, it’s smoother ahead.
CHORUS
Rule-Based Automation, it’s the name of the game, Less manual toil, less stress and shame, With policies and standards, we’ll pave the way, To automate your chores and brighten your day.
BRIDGE
In the world of payroll, where tasks repeat, We’ve got the solution, it’s oh so neat, “If this, then that,” it’s simple and sly, With Viventium by your side, you’ll reach for the sky.
VERSE 3
Tenure-based PTO, a common request, With Viventium, it’s passed the ultimate test, Set it up once, and then you’ll see, Automation handles the chore, oh so free.
PRE-CHORUS
Oh, payroll admins, take a breath, take a pause, With Rule-Based Automation, you’ll find no flaws, It’s easy, it’s simple, no programming in sight, Viventium’s got you covered, day and night.
CHORUS
Rule-Based Automation, it’s the name of the game, Less manual toil, less stress and shame, With policies and standards, we’ll pave the way, To automate your chores and brighten your day.
OUTRO
So if you’re a payroll admin, feeling the weight, Let Viventium’s Rule-Based Automation be your fate, No more worries, no more strife, With Viventium, you’ll transform your work life.
Oh, the Report Library, it’s the heart of the show, Where numbers come alive and insights start to flow. With Viventium’s aid, it’s a breeze, can’t you see? Reporting made easy, for your company to be free.
VERSE 1
In the world of business, it’s a complex game, With factors and figures, it’s never the same. Decisions are key, they’ll determine your fate, So listen up closely, don’t be a bit late.
PRE-CHORUS
Gather your data, don’t let it fade, In the depths of spreadsheets, don’t let it cascade. Your HCM software, is it up to the task? To capture and store, to help you unmask.
CHORUS
Oh, the Report Library, it’s the heart of the show, Where numbers come alive and insights start to flow. With Viventium’s aid, it’s a breeze, can’t you see? Reporting made easy, for your company to be free.
VERSE 2
Once the data’s collected, it’s time to report, But it can be daunting, that’s the common retort. Pre-built solutions, they’re your guiding light, Turning raw data into visions so bright.
PRE-CHORUS
No more manual hours, no errors in sight, With report library’s might, everything’s right. Payroll summaries, tax liabilities, and more, All in a flash, you’ll have what you adore.
CHORUS
Oh, the Report Library, it’s the heart of the show, Where numbers come alive and insights start to flow. With Viventium’s aid, it’s a breeze, can’t you see? Reporting made easy, for your company to be free.
BRIDGE
Viventium’s here, with a passion so true, Constantly improving, for folks just like you. A Report Library, a gift from the stars, For data-driven dreams, it’ll take you far.
CHORUS
Oh, the Report Library, it’s the heart of the show, Where numbers come alive and insights start to flow. With Viventium’s aid, it’s a breeze, can’t you see? Reporting made easy, for your company to be free.
OUTRO
So remember this lesson, in the business terrain, It’s all ’bout decisions, don’t let ’em wane. With data as your guide, and Viventium’s grace, You’ll conquer the challenges you’ll face.