How 24OurCare eliminated care coordinator burnout and transformed patient conversations

About

24OurCare has transformed how care coordinators deliver patient-centered healthcare. As a leading care coordination provider, the company has built a reputation for exceptional clinical quality and deep patient relationships across multiple practice settings.

24OurCare is more than a healthcare service—it's a lifeline for Medicare and Medicaid patients managing chronic conditions. With a dedicated team of registered nurses, licensed practical nurses, and care coaches, the company provides the consistent support that vulnerable populations need to navigate complex health challenges. From medication management to care navigation, 24OurCare's team handles hundreds of patient interactions each week, helping individuals stay healthy and avoid costly hospitalizations.

Today, 24OurCare has become a trusted partner for primary care clinics nationwide. The challenge? The documentation burden was preventing care coordinators from being present during patient conversations and limiting how many lives the team could impact.

The problem

The breaking point of care coordination burnout

With care coaches managing hundreds of patients daily across multiple clinics, 24OurCare's team faced a reality familiar to healthcare providers everywhere: their people were drowning in documentation.

“Before CareCo, our care coaches were so focused on not forgetting anything that there would be 90 to 120 seconds of just silence during patient calls,” recalls Candace Stuart, Executive Manager at 24OurCare.

“For patients, that feels like an eternity. We'd have patients asking 'Are you there? Did you hear me?' It wasn't the experience we wanted to provide.”

The challenge went deeper than awkward silences. Care coaches were spending more time typing than providing actual patient care. The constant stress of remembering every detail was creating anxiety and frustration. And even the most diligent note-takers were missing critical information.

“We're human,” Stuart explains. “Even with the most careful documentation, things get missed. And when patients or clinics questioned what was discussed, we had no way to verify conversations with certainty.”

The stakes were high. This wasn't just about inefficiency—it was about burnout, patient safety, and the quality of care 24OurCare's team could provide.

The solution

AI that amplifies human care

After evaluating multiple documentation solutions, 24OurCare implemented CareCo's AI-powered platform across their entire care coordination team.

“CareCo gives us the ability to spend more time with the patient,” Stuart says. “There isn't stress about writing every note or remembering everything. We can trust CareCo to fill in those gaps and make sure we don't miss anything.”

The implementation was straightforward. Care coaches simply turned on CareCo during patient calls. The AI captured every detail, filtered out non-clinical conversation, and automatically generated comprehensive documentation.

After rollout, 24OurCare saw immediate results:

• 25% productivity increase: Immediate improvement from day one of implementation

• 3+ FTE equivalents saved: In full-time employee salaries without reducing care quality

• Zero dead space: 90—120 seconds of silence eliminated from every patient conversation

• Better accuracy: AI catches clinical details that human note-takers miss

• Complete records: Full conversation transcripts available for reference and compliance

“CareCo lays out everything that was discussed between the patient and care coach in a way that's easy to understand and easily referenced,” Stuart explains. “If there's ever confusion about what was said, we can find it instantly.”

The results

From burnout to breakthrough

24OurCare sought a solution that would enhance—not replace—the human element of patient care.

“Every care coach we have got into this line of work for the same reason: they want to help people,” Stuart says. “CareCo gives them the ability to help more people in a month and to manage more lives.”

The breakthrough came from CareCo's ability to handle the “brain work”—documentation, task management, and information synthesis—while letting care coaches focus on the “heart work” of building patient relationships.

Employee experience

From skeptical to essential

“I'll be honest—I'd be sad if CareCo went away,” says Alicia Ortman, LPN at 24OurCare. “It gives us the ability to truly listen to our patients and not worry about jotting everything down. It's a win-win on both sides.”

Jennifer Scott, an RN on the team, is even more emphatic: “The word I use whenever I reference CareCo is life-changing. It's made me a better nurse. I can see more patients in a day and still leave at 5:00 without having to do work at home.”

The platform transformed not just workflows, but how care coaches felt about their jobs.

“I'm able to do my job—not just the charting side, but the caring side,” Scott explains. “That's really what I benefit from: actually being able to see more people and do what I enjoy instead of the charting, which is not the best part of the job.”