On Calls

For best results when doing a client intake call, we recommend:

• Clarifying spellings for key details: When collecting names, addresses, email addresses, and medication names, ask clients to spell them out.

For example: "Just to make sure everything is accurate, can you please spell your last name for me?"

This helps Sage Care capture precise information and reduces back-and-forth later.

• Reviewing AI-generated details before saving: After a call, Sage Care's AI extracts the care-relevant details and filters out the small talk. It'll suggest next steps like care plan updates, follow-up emails, and new contact creation. Always double-check names, addresses, and email addresses before saving, as the AI may occasionally miss or misinterpret a detail.

Managing Inbound Calls

• Inbound calls ring on all logged-in Sage Care apps across your team. Only one person can pick up each call (first to answer connects), so no worries about double-answering.
• Toggle ringing off when you're unavailable: If you're on vacation, off-hours, or just don't want your phone ringing, you can turn off inbound ringing in the app in the settings menu
• What happens if no one answers: Every line has a fallback you set up in advance, so a missed call is never just missed. It can go to voicemail, hand off to Sage's AI agent (which talks with the caller live and captures what they need), or forward to another line or number, depending on how the line is configured.

Making the Most of Care Plans

Once Sage Care has generated a care plan from an intake or assessment, you can turn it into a powerful, reusable resource:

1. Print and bring to the in‑home assessment Print the Sage Care-generated care plan so you can use it as a checklist during the in‑home visit. This keeps your assessment structured and ensures you don't miss key domains like ADLs, IADLs, safety risks, preferences, and family goals.
2. Use the in‑home recorder to add rich context During the assessment, use the in‑home recorder to capture:
   • Clarifications or changes to what the family shared on the phone.
   • Home environment notes (stairs, pets, fall risks, bathroom setup).
   • Client preferences in their own words (routines, food, communication style). This additional context helps Sage Care refine the plan and gives your team a fuller picture of the client.
3. Always hit "Save" after reviewing a new or updated care plan Saving is what triggers the sync back to your Agency Management System (AMS). If you don't save, your updates stay in Sage Care but won't appear in the AMS.
4. Version history is automatic When Sage Care generates a new care plan, it saves as a new version rather than overwriting the old one. You'll always have previous versions to reference.

Field Recordings

• Recordings can be up to two hours long, making them ideal for capturing full in-home assessments without having to type anything up after the fact.
• Auto-pause during incoming calls: If you get an incoming call while recording, the recording pauses automatically and picks back up when the call ends. No need to worry about losing your progress.
• Review before saving: After the recording processes, Sage Care may generate an updated care plan recommendation. Verify details like names and addresses before saving to ensure accuracy.

Navigating the Sage Care App

• Directory color codes: Blue icons are created contacts, green icons are created clients or prospects, and referrers are orange. This makes it easy to tell at a glance who's who.