When Caravel Autism Health set out to modernize its session documentation process, the goal was clear: make data capture seamless, improve conversion timeliness, and eliminate inefficiencies that hindered clinical and billing workflows. Through a carefully phased rollout of CentralReach’s CR Mobile, the Caravel team achieved all that—and more.
The Challenge: Timely Conversions and Paper Backup Headaches
Caravel, with ten regions across eight states and thousands of clients served, aimed to support RBTs in converting sessions on time, without their workflow being impacted by internet reliability.
“Timely conversion was a big problem across the board. When using the web version of the system, if internet went down, we were forced to rely on paper tracking and then retroactively enter data, leading to time delays and potential compliance risks.”
Director of Clinical Systems Administration
Caravel's technical team, led by Ashley Hairl, Senior Application Support Specialist, also observed workflow challenges related to inconsistent connectivity, which could delay documentation and frustrate users. ”The organization knew they needed a more reliable, mobile-first approach to documentation.”
The Solution: CR Mobile Rollout, Region by Region
Caravel began rolling out CR Mobile in early 2025 after a successful pilot and evaluation phase in 2024. Full adoption across all ten regions is expected by September.
Key implementation strategies included:
- Company-Issued Devices: All RBTs at Caravel receive company-owned Samsung Galaxy tablets. “We decided early on that our end users would not use personal devices,” said Lonigro. This ensured consistency in training and functionality.
- Extensive Piloting: Before full rollout, Caravel conducted multiple pilot phases throughout 2024. These rounds of testing were critical in gathering user feedback, which in turn influenced CR Mobile’s product roadmap. Caravel’s willingness to surface real-world needs and CentralReach’s collaborative response helped shape key feature functionality ahead of wider adoption.
- Training Infrastructure: Caravel's implementation process included retraining administrative staff on workflow changes and customized provider training modules. They prepared each region for their roll-out with weekly progress tracking and clear communication around go-live dates and expectations.
- Monitoring and Continual Improvement: Caravel didn’t just deploy and walk away. They closely monitored progress, anticipated user learning curves, and refined their process between each regional phase. This iterative approach helped them improve training effectiveness, address expected user errors, and ensure that each rollout built on the lessons of the last.
Measurable Impact: More Learning Opportunities and Fewer Errors
Caravel’s shift to CR Mobile yielded immediate improvements in clinical workflow and data accuracy:
- Increased Learning Opportunities: “We saw an increase in learning opportunities captured during sessions,” Hairl noted, attributing this to CR Mobile’s user-friendly interface and ability to collect data even during unexpected WiFi outages.
- Improved Accuracy and Reduced Manual Steps: Previously, staff had to remember to import session data summaries manually into service documentation, a process prone to user error. CR Mobile streamlined this by auto-pulling session data directly into each note, eliminating the risk of missing payor requirements.
- Visual Cues and Fewer Mistakes: With features like color-coded data entry prompts and end-of-session checks, CR Mobile minimizes human error. “Those extra prompts prevent a lot of potential compliance issues,” added Lonigro.
- No More Copy-Based Corrections: Caravel previously used a copy workflow as part of their note correction process. With CR Mobile, they transitioned to using addendums, an equally effective, but more streamlined approach, which provided a clearer audit trail and supported their evolving documentation practices.
- BT Satisfaction and Adoption: Many Behavior Technicians expressed a strong preference for CR Mobile, noting that the interface was easier to navigate and more intuitive than the browser-based version. As Ashley Hairl shared, “Some of them were so excited to find out they didn’t have to go back to the browser, they loved the prompt colors and the way everything just flowed.”
Advice for Others: Start Small, Stay Structured
Caravel’s biggest recommendation to other organizations on the fence? Go slow, but stay intentional.
“We rolled out by region and designated champions who had gone through the training first,” said Lonigro. “That peer-to-peer influence was powerful, much more than anything we could say from the top.”
Director of Clinical Systems Administration
They also emphasized the importance of being willing to change workflows to match the capabilities of the tool. For example, they swapped a legacy correction process for an addendum-based approach that worked better with CR Mobile’s documentation model.
What’s Next?
With 100% implementation on the horizon, Caravel is now considering further analysis into how CR Mobile might improve claim submission timelines. While their billing team is already efficient, with a five-day lag, the reduction in late time sheets and cleaner notes may unlock even more downstream benefits.
“We’re not just avoiding problems anymore, we’re empowering our team to work smarter and faster.”
Senior Application Support Specialist
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