- Company
- HomeWell Care Services (Greenville, NC)
- Website
- homewellcares.com
- Scheduling system
- WellSky
- Hired Phoebe
- May 2026
Blair Reeves built her HomeWell Care Services franchise in Greenville, North Carolina, around knowing people. Her team knows their caregivers' families, celebrates their successes, and supports them through difficult moments. They match caregivers to clients based on personalities and preferences as well as care needs.
“We celebrate with them, we grieve with them, and truly make them feel like they are a part of something great.”
— Blair Reeves, Co-Owner, HomeWell Care Services, Greenville
As the agency grew to more than 70 caregivers, the time for those connections began to disappear. The office was still talking to people all day, but more of that time went into filling shifts, chasing confirmations, and checking missed clock-ins. Client visits and recruiting were getting pushed aside.
Phoebe took on that routine back-and-forth. Now the team has more time to visit clients, develop referral relationships, and bring new caregivers into the agency. For HomeWell Greenville, AI has become a way to make room for the human work that makes the agency special.
Growth was crowding out the personal connection
BlairR co-owns and runs the agency with a small administrative team: Blair Burgwyn handles HR and scheduling, Alyssa coordinates care, and a part-time nurse supports the team. Nearly three years into the business, HomeWell Greenville had already reached seven figures in its second year. BlairR wanted to keep growing while preserving the close relationships that made the agency work.
Earlier on, a caregiver could call BlairB during the drive home from a shift just to talk. As the schedule grew, the team could no longer make the same time available.
“That ability to be that intimately connected with our caregivers really fell away.”
BlairB was spending all her time scheduling. Alyssa was doing it too, instead of care coordination. Recruiting stalled because nobody had time for interviews, orientation, and training.
A callout meant checking who had worked with the client before, reviewing the no-send list, and contacting caregivers one at a time. Each unanswered text led to another follow-up. Filling the schedule left little room for the conversations and visits that helped the team understand how people were doing.
“All we were doing was scheduling. Like that's it.”
Phoebe takes on the scheduling back-and-forth
HomeWell Greenville uses Phoebe for the routine coordination that used to occupy the office: offering shifts, asking caregivers to confirm them, and following up when a clock-in is missing.
For open shifts, Phoebe can text and call caregivers simultaneously. It also knows the client-caregiver exclusions recorded in HomeWell Greenville's system, so a pairing the team has ruled out stays off limits. The agency's knowledge of its people carries into the outreach.
“Because she learns it and then she keeps it.”
Weekend confirmations were another major drain. Alyssa used to spend most of Friday checking each caregiver's shifts, writing individual texts, waiting for replies, and following up by phone. She then recorded the confirmations in each shift in WellSky.
Now Phoebe sends the messages in the morning, tracks replies, and gives the office an afternoon report of caregivers still unconfirmed. The team can focus its attention where it is needed.
“That's really, really freed up our Fridays for sure.”
Missed clock-ins follow a similar pattern. Instead of the office texting and calling each caregiver to find out whether they have arrived, Phoebe sends a text at the scheduled start time if the clock-in is missing, then follows up by phone.
The account data reviewed for the interview shows how much work Phoebe was taking on:
| HomeWell Greenville's results | |
|---|---|
| Work handled by Phoebe | Roughly 250 hours in the 60 days before the interview |
| Shift coverage | Roughly 70% of the shifts Phoebe attempted to fill were filled on time |
| Median fill time | Nine minutes from starting outreach to a caregiver agreeing and being assigned |
That capacity gives the team time to return to work that needs their personal attention.
More time with the people already in their care
Alyssa had a goal of spending one day a week outside the office visiting clients: sitting down with them, hearing how things were going, and being present. Scheduling had kept her at her desk. With Phoebe handling more of that work, she could make those visits happen.
She also had more time to refine care plans, work with the nurse, and get reassessments back on track. Those are opportunities to understand what a client needs and make sure the care reflects it.
For caregivers, personal attention has always been central to BlairR's approach. The team knows their lives beyond their availability, and BlairR describes whole families joining the agency through one another.
At the time of the interview, she reported zero caregiver turnover over the previous six months. She credited the agency's approach: paying well, knowing people personally, and spending time talking with them. Preserving the capacity for that kind of relationship was a priority as HomeWell Greenville grew.
Phoebe helps protect that time by taking on the repeated scheduling asks. The team has more room to listen, visit, and follow through on what people need.
Room to build new relationships and serve more people
Getting time back also gave HomeWell Greenville more capacity to grow its care team. BlairB handles recruiting and onboarding, including reviewing resumes, phone and in-person interviews, paperwork, orientation, and training. When scheduling consumed the office, that process suffered.
“It's a very time-consuming process, and we're very, very particular about our caregivers. We're not just gonna hire anybody.”
With more time available, the team hired about 15 caregivers in three months. Phoebe handled scheduling work while HomeWell Greenville's people did the recruiting and onboarding needed to expand the care team.
Alyssa's client visits also put her back in front of an important referral community. About 35% of HomeWell Greenville's clients came from a retirement community where she was already well known. Being there in person gave her more time with existing clients and the people connected to them.
BlairR points to community events, fundraisers, and church outreach as other activities the team now has time for. These are opportunities to meet families, develop referral relationships, and help more people find care.
For an agency trying to grow, the difference is practical: the team can spend more of its week building those connections because less of it is spent chasing the next scheduling reply.
Keeping the caregiver experience personal
HomeWell Greenville paid attention to how caregivers experienced the change. Some initially said they did not like Phoebe. The team listened and adjusted its language to sound more like the people caregivers already knew.
“We listen to our care team and we want them to like Phoebe.”
BlairR says those changes helped. Caregivers also benefited from more consistent schedules planned further ahead. The office still spends time on complicated, changing schedules and the decisions that need its judgment.
HomeWell Greenville's experience gives a concrete answer to the concern that AI makes home care less human. Routine scheduling had been consuming the time available for personal connection. Having Phoebe handle more of that coordination lets the team put time back into client visits, caregiver relationships, and reaching more people in the community.
“We're breathing again.”