When care happens in the home, software has to work in the real world.
Schedules change. Traffic happens. Connectivity drops. Caregivers are on the move. And in many Medicaid-funded programs, one capability becomes the backbone of trust and reimbursement: Electronic Visit Verification (EVV).
EVV sounds simple. Prove that the right caregiver showed up, at the right time, for the right person, and that required tasks were completed.
But EVV is never just EVV.
At scale, EVV touches scheduling, mobile workflows, identity and access, payroll, billing, claims readiness, compliance reporting, and integrations across payers, MCOs, and state programs. If those pieces are disconnected, exceptions pile up, manual work grows, billing slows, and audit risk increases.
This is the environment behind a decade-long partnership between Softray and a US-based homecare technology leader powering Medicaid and long-term care in the home.
Over the past 10 years, Softray has been this client’s primary engineering partner across multiple initiatives and teams, supporting platform modernization, interoperability, and production reliability across compliance and revenue-critical workflows.
The situation
This platform operates in a multi-stakeholder ecosystem: homecare agencies, caregivers, payers, managed care organizations (MCOs), and state programs. That ecosystem creates constant pressure in three areas:
- Compliance and audit readiness – EVV is part of reimbursement trust. Data must be captured accurately, processed reliably, and reported in a way that stands up to oversight.
- Interoperability across a fragmented ecosystem – The platform must connect systems and stakeholders cleanly. If integrations and modules do not align, people fill gaps manually. That does not scale.
- Reliability under operational load – Homecare does not pause. Production issues can quickly become billing issues, and billing issues become customer issues.
As the client entered a more intensive transformation phase, they needed to modernize quickly without disrupting what agencies and caregivers depend on every day.
Our approach: modernize without disruption
Modernization succeeds when you improve the foundations while protecting production stability. Our delivery model focused on four principles:
- Platform first, not feature first – In EVV environments, unstable foundations make every new feature riskier. We prioritized interoperability, identity, and architectural modernization so delivery becomes faster and safer over time.
- Multi-team delivery with clear ownership – The program scaled through a structured model with multiple squads and shared support across engineering, QA, product ownership, project leadership, and data. That structure kept velocity aligned with quality.
- Quality gates that match healthcare expectations – Stability is a system. We leaned into stronger QA discipline, security scanning, code quality controls, monitoring, and controlled rollout patterns to reduce risk and improve reliability.
- Always-on support for production-critical workflows – Modernization cannot come at the cost of day-to-day operations. Alongside roadmap work, we supported urgent production needs with rapid backend interventions focused on stable data processing and minimizing downstream customer risk.
Why EVV-focused executives should care
If you own EVV performance, the outcomes that matter are operational:
Fewer exceptions that require manual follow-up
Cleaner, more reliable data that supports reimbursement workflows
Stronger audit readiness and reduced risk exposure
Faster adaptation across state programs and requirements
Better caregiver and coordinator experience that reduces churn
EVV is a trust system. When it runs on interoperable foundations, you reduce the cost of compliance while increasing the reliability of care delivery.
Why this matters beyond executives
Homecare technology changes how people experience care.
- For caregivers: mobile workflows that work in real conditions reduce friction and improve documentation confidence.
- For coordinators: fewer exceptions mean fewer calls, fewer escalations, fewer late nights.
- For families: improved visit reliability and continuity reduces stress.
That is why this work matters. The stakes are operational, financial, and human.
What we learned
- EVV success is driven by platforms, not modules.
- Interoperability is a design choice that must be reinforced continuously.
- Stability requires a system: QA discipline, observability, controlled rollouts, and security practices built into delivery.
- The best modernization protects production while moving the foundations forward.
At Softray, we build and modernize platforms that must stay reliable under real-world pressure, especially where compliance and continuity are non-negotiable.
If you are modernizing EVV, homecare operations, or Medicaid-connected workflows, We’d be happy to share what we learned.