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1 | SOP TITLE | DATE OF THE CALL | DESCRIPTION / SUMMARY OF THE TOPICS COVERED ON THE CALL | QUESTIONS / SUGGESTIONS | LINK TO THE ACTUAL SOP VIDEO RECORDING | |||||||||||||||||||||
2 | 1st Meeting | 10/16/2024 | Summary: This meeting focused on configuring the Care Time platform settings for a care agency, covering topics such as shift confirmation, notifications for caregivers and office staff, expiration tracking for documents, and status management for caregivers and clients. The team aligned on notification preferences (text, system, and email) and explored disabling automatic shift confirmations to retain control over billing. Additional configurations included setting reminders for expiring certifications, deactivation statuses, and tracking prospective clients through marketing stages. The discussion also touched on managing direct deposit data, assigning tasks using office groups, and organizing notifications for payroll processing. Planning for a Friday meeting at 11 a.m. was confirmed despite potential scheduling conflicts with an external event. | Unanswered Questions: 1. Can all staff share a single phone number via Ring Central for receiving texts? 2. When will the private pay payments feature in Care Time be available? 3. Can physicians' information be updated by clients directly in the portal? 4. What are the record retention guidelines for Virginia and South Carolina? 5. Are there any API integrations with Care Academy to eliminate manual document uploads? | https://www.dropbox.com/scl/fi/rqd089lz63bie9ixd3p6c/st-Meeting-Gong-Lar-Care-Services-South-Carolina.mp4?rlkey=37z6s53oj131ufdpjdli4unpz&st=ldn5bor0&dl=0 | |||||||||||||||||||||
3 | 1st Meeting | 10/16/2024 | Keywords: Configuration, Caregivers, Notifications, Shifts, Client Profiles, Direct Deposit, Care Time, Reminders, Text Notifications, Expirations, Holidays, Status Tracking, Data Import, Required Documents, Payroll, Internal Messaging, Event Planning, South Carolina, Training, CARE Academy, Ring Central | Questions and Answers: 1. How will caregivers receive reminders? o Through app notifications and text messages. 2. Will we collect private pay payments via Care Time? o Not yet. Waiting for confirmation from the management team. 3. What happens if a notification is missed? o Office staff will receive reminders via email and system alerts to ensure no tasks are overlooked. 4. How do we manage expired caregiver documents? o The system will notify caregivers and staff 30 days before expiration. 5. What is the best way to upload Care Academy certificates? o Manually upload PDFs to the caregiver profiles until further API integrations are developed. | https://www.dropbox.com/scl/fi/rqd089lz63bie9ixd3p6c/st-Meeting-Gong-Lar-Care-Services-South-Carolina.mp4?rlkey=37z6s53oj131ufdpjdli4unpz&st=ldn5bor0&dl=0 | |||||||||||||||||||||
4 | 1st Meeting | 10/16/2024 | Action Items: Terry: • Update and confirm meeting time for Friday at 11 a.m. for all participants. • Disable notifications for manual timesheets and unnecessary alerts (e.g., direct deposit if not needed). • Double-check with the compliance team on record retention requirements for South Carolina and Virginia (currently assumed to be 7 years). • Confirm if all office staff can share a single phone number through Ring Central for text notifications. • Finalize email templates for notifications (currently pointed to another system) by the end of the day. • Follow up with Care Academy integration regarding training document workflows. • Check if physicians can be added or modified directly by clients through the portal. • Confirm with your manager on private pay payment processing timeline. Brenda, Leah, Larry, Stacy, Iris: • Review internal and caregiver notifications settings to confirm if any need to be adjusted. • Review shift confirmation settings later and decide whether to enable verified location-based confirmations. • Configure office groups (e.g., Education, Outreach, Employee Engagement) to facilitate task assignments. • Identify all caregiver documents required for onboarding (e.g., NDA, Non-compete, training certifications) and ensure expiration dates are included where relevant. • Create statuses for clients and caregivers: In Hospital, Services Paused, Vacation, etc. • Set reminders to notify clients and family members of key updates via secure messaging. | https://www.dropbox.com/scl/fi/rqd089lz63bie9ixd3p6c/st-Meeting-Gong-Lar-Care-Services-South-Carolina.mp4?rlkey=37z6s53oj131ufdpjdli4unpz&st=ldn5bor0&dl=0 | ||||||||||||||||||||||
5 | 1st Meeting | 10/16/2024 | Meeting Notes: Introductions and Attendance: • Participants: Leah, Perry, Larry, Stacy, Brenda, Iris • Discussion on weather updates in Florida and Virginia, noting some flooding concerns. ________________________________________ Attendance and Meeting Access Issues: • Some confusion with meeting links – Brenda initially joined the wrong meeting link. • New links sent in the chat to assist her with connecting. ________________________________________ Shift Confirmation Settings: • Reviewed shift confirmation options: o Automatically confirm shifts based on caregiver check-ins or verified location. o Allow caregivers or clients to confirm shifts. • Decision: No automatic confirmations to maintain control over billing accuracy. • Recommendation: Enable “Ask on Confirmation” for secondary confirmation prompts when confirming shifts manually. • Shift History View: o Confirmed shifts display as white or gray; unconfirmed shifts are marked in mustard color. ________________________________________ Caregiver Notifications & Reminder Settings: • Caregivers will receive two reminders: o 24 hours before a shift o 3 hours before a shift • Notifications to be sent via text messages and app notifications (no email). • Plan to implement Ring Central to route all office calls and messages to all staff phones. • Open Question: Confirm if multiple users can share a single mobile number for texts through the system. ________________________________________ Client and Family Communication: • Secure Messaging: o Office can notify clients/families about events (e.g., caregiver delays) using the Care Time portal. o Clients and families will receive secure notifications via text or email. • Messages visible only through the client portal (app.caretime.net). ________________________________________ Document Management & Expiration Tracking: • Expirations List Setup: o Track licenses, certifications, driver’s licenses, and auto insurance. o Notifications will be sent 30 days prior and on the day of expiration. • Discussion on uploading Care Academy transcripts for annual caregiver training: o Decision: Manually upload training PDFs until API integration becomes available. • Required Documents: o Created master lists for caregivers, clients, and applicants: Caregivers: NDA, Non-compete agreements, CNA license, Initial/Annual training documents Clients: NDA, Non-compete agreements ________________________________________ Status Aliases for Clients and Caregivers: • New statuses created to better manage active/inactive profiles: o Clients: In Hospital, Services Paused, Vacation o Caregivers: On Vacation, Services Paused, No Client Assigned • Note: Active caregiver statuses do not incur additional fees; inactive clients are not counted towards the agency’s active client total. ________________________________________ Payroll and Holiday Pay Setup: • Manual Adjustments for overtime and holiday pay: o Caregivers will receive extra pay for working holidays. o Overtime will be managed manually to avoid automated miscalculations. • Payroll system integration discussed but will not yet rely on Care Time’s calculations. ________________________________________ Task Management & Office Groups: • Created office groups for task assignments: o Education Group: Handles apprenticeship programs o Outreach Group: Works on client marketing and engagement o Employee Engagement Group: Manages internal staff activities • Plan to assign specific team members to caregiver application workflows using tasks. ________________________________________ Next Steps & Scheduling: • Friday at 11 a.m. meeting confirmed for further training and system setup. o Possible conflict with a healthcare event, but participants will divide tasks to ensure coverage. • Decision to enter client data manually for now to ensure accuracy and clean up files from different sources. | |||||||||||||||||||||||
6 | 2nd Meeting | 10/14/2024 | Summary: This meeting focused on setting up configurations for the Care Time platform for the South Carolina office. Key topics included mileage tracking using the IRS rate, allowing caregivers to see open shifts, handling shift rounding, and enabling caregiver access to update their availability. The team decided to allow both caregiver and client signatures at shift completion to prevent time fraud and to disable the COVID questionnaire to avoid disruptions. They also discussed adding personalized questions to the platform, such as whether the client was satisfied with the caregiver’s service. Geofencing was enabled to ensure caregivers clock in close to client locations, with a higher range set to accommodate rural areas. The team confirmed a follow-up meeting for Wednesday, the 16th at 2:30 p.m. to finalize configuration and train the rest of the team. | Unanswered Questions: 1. Will mileage reports from the IRS rate tracker be sufficient for caregivers’ tax filings? 2. Can all caregivers access open shifts for other clients without compromising privacy or data compliance? 3. Is there a limit on how many custom questions can be added to the platform? 4. Will the voice-to-text transcription feature for caregiver notes be approved by Bob? 5. How will geofencing work if caregivers experience poor reception in rural areas? ________________________________________ | https://www.dropbox.com/scl/fi/1rprnvbzg76qh7xa9lbky/2nd-Meeting-Gong-Lar-Care-Services-Virginia-CareTime-Configuration-Call.mp4?rlkey=ag3mhacs0qwps4gh4yw953t6w&st=6o4d6u0g&dl=0 | |||||||||||||||||||||
7 | 2nd Meeting | 10/14/2024 | Keywords: Caregiver Configuration, Manual Timesheets, Mileage Tracking, Shift Rounding, Referral Sources, Open Shifts, Geofencing, Client Access, Shift Scheduling, Meeting Rescheduling, COVID Questionnaire, Care Time Platform, Voice Notes, IRS Mileage Rate, Jury Duty, Client DNR, Training, Notifications | Questions and Answers: 1. What will happen if a shift crosses midnight? o The shift will appear on both days for clarity, ensuring it’s visible across the correct time range. 2. How will the geofence affect rural caregivers? o The geofence range was increased to accommodate reception issues in rural areas. 3. Can the custom question list be expanded later? o Yes, questions can be edited or added as needed. 4. Will notifications for missed clock-ins apply to everyone? o Notifications will trigger to relevant team members to ensure quick resolution. | https://www.dropbox.com/scl/fi/1rprnvbzg76qh7xa9lbky/2nd-Meeting-Gong-Lar-Care-Services-Virginia-CareTime-Configuration-Call.mp4?rlkey=ag3mhacs0qwps4gh4yw953t6w&st=6o4d6u0g&dl=0 | |||||||||||||||||||||
8 | 2nd Meeting | 10/14/2024 | Action Items: Terry: • Confirm with Erica about mileage tracking reports through Care Time for caregivers using the IRS mileage rate. • Confirm meeting with Bob (CEO) regarding adding voice-to-text functionality for caregiver notes. • Send updated calendar invite for Wednesday, November 16th at 2:30 p.m. to Brenda, Larry, and Stacey. • Disable automated schedule conversion to prevent shifts from being auto-added to billing. • Resend Care Time meeting link for follow-up call. • Add MPI, Medicaid, and Taxonomy code numbers to system fields if provided by the team later. • Resize and upload the agency logo for private pay invoices. Brenda, Larry, Stacey: • Provide agency logo to Terry for uploading to Care Time. • Review and confirm referral source list to track caregiver and client referrals accurately. • Finalize plans to use 15-minute shift rounding to align with existing payroll standards. • Set up Ring Central to route office calls to staff phones through dispatch. • Prepare for Wednesday's follow-up meeting to complete configuration and train the full team. • Follow up on caregiver license numbers and additional identifiers for Care Time if required. • Monitor any schedule disruptions due to jury duty. | https://www.dropbox.com/scl/fi/1rprnvbzg76qh7xa9lbky/2nd-Meeting-Gong-Lar-Care-Services-Virginia-CareTime-Configuration-Call.mp4?rlkey=ag3mhacs0qwps4gh4yw953t6w&st=6o4d6u0g&dl=0 | ||||||||||||||||||||||
9 | 2nd Meeting | 10/14/2024 | Meeting Notes: Attendance and Introductions: • Attendees: Stacey, Larry, Terry, Brenda (joined later) • Note: Meeting was recorded for note-taking and coaching purposes. ________________________________________ Caregiver Configuration and Shift Management: 1. Manual Timesheets: o Decision: No manual timesheets allowed to maintain GPS tracking. o Caregivers will need to clock in using the mobile app or call-in phone number as a backup. 2. Mileage Tracking: o The agency will track mileage using the IRS standard rate (currently $0.67 per mile) but not reimburse caregivers directly. o Terry will coordinate with Erica to confirm if the system can generate end-of-year mileage reports. 3. Caregiver Availability: o Caregivers can update their availability via the platform to assist with dispatch and shift planning. o The platform will notify the office of any unverified shifts that are clocked in unexpectedly. 4. Shift Rounding Policy: o Decision: Round clock-in and clock-out times to the nearest 15-minute increment. o Example: 3:07 PM -> Rounded down to 3:00 PM 3:08 PM -> Rounded up to 3:15 PM ________________________________________ Referral Source Tracking and Client Access: 1. Referral Sources: o Referral sources (e.g., hospitals, staffing agencies) will be required in caregiver and client profiles to track lead quality and payments. o "Other" will be available as a fallback option if the source is unknown. 2. Private Pay Invoices: o Client birthdates and phone numbers will remain visible on invoices. o The team agreed it provides useful contact information without security risks. 3. Client and Caregiver Communication: o Decision: Caregivers' phone numbers will not be visible to clients in the portal to maintain quality control over communications. o Clients must contact the office to communicate with caregivers. ________________________________________ Open Shifts and Scheduling Features: 1. Open Shifts Access: o Decision: All caregivers will be able to view open shifts (not limited to their assigned clients). o This will allow caregivers to volunteer for extra shifts across different clients. 2. Shift Visibility: o If a caregiver requests time off, their shift will automatically convert to an open shift for others to pick up. o Geofencing Enabled: Caregivers must be within the maximum distance allowed to clock in or out, ensuring rural areas with reception issues are covered. 3. Default Calendar View: o Week View will be the default schedule view for easier shift management. o Users can toggle between day, week, or month views as needed. ________________________________________ COVID Questionnaire and Custom Questions: 1. COVID Questionnaire: o Decision: Disabled to avoid disruptions from false positives (e.g., accidental "Yes" responses blocking caregivers from clocking in). 2. Custom Questions: o Added custom question: "Was the client happy with your service today?" (Not required). o Future questions can be added or edited to improve care quality tracking. ________________________________________ Clock-In Notifications and Signatures: 1. Missed Clock-In Notifications: o Notifications will trigger 15 minutes after a missed clock-in, aligning with the agency’s rounding policies. 2. Client and Caregiver Signatures: o Decision: Both client and caregiver signatures will be required at the end of shifts to prevent time fraud and confirm services provided. ________________________________________ Voice Notes and Transcription: • The team is interested in adding a voice-to-text feature to allow caregivers to leave voice notes that are automatically transcribed into the system. • This feature will be discussed with Bob, the CEO, during an upcoming meeting to explore implementation. ________________________________________ Upcoming Meetings and Scheduling: 1. Next Meeting: o Date: Wednesday, November 16th at 2:30 p.m. o Purpose: Finalize platform configuration. Train the team on entering clients and caregivers into the system. 2. Jury Duty: o Stacey mentioned jury duty may impact availability on Wednesday. o Backup plans will be in place if necessary. 3. Iris's Family Update: o Iris's grandmother passed away unexpectedly. Calendar invites will be updated to reflect this. | https://www.dropbox.com/scl/fi/1rprnvbzg76qh7xa9lbky/2nd-Meeting-Gong-Lar-Care-Services-Virginia-CareTime-Configuration-Call.mp4?rlkey=ag3mhacs0qwps4gh4yw953t6w&st=6o4d6u0g&dl=0 | ||||||||||||||||||||||
10 | 3rd Meeting | 10/18/2024 | Summary: In this meeting, participants discussed operational processes and system configurations for managing caregiver profiles and scheduling in the CareTime platform. The conversation focused on ensuring consistency in data entry, the ability to import or manually input profiles, and addressing state-specific billing discrepancies. A major topic was improving ease of use for caregivers through mobile access, as well as setting policies around profiles and shift preferences. There were some issues raised regarding Virginia's strict second-based billing requirements, which may require further review with the finance team. The team also scheduled follow-up sessions to finish entering caregiver profiles, plan client profile input, and address the Virginia billing issue in detail with relevant stakeholders. | Unanswered Questions: • How to handle minor discrepancies (seconds) in Virginia's Medicaid billing process? • Should internal policies be adjusted to recommend clock-ins a few seconds over the required time to avoid billing rejections? | https://www.dropbox.com/scl/fi/zw5blf0ezhtxuzg8jv3a7/3rd-meeting-Gong-Lar-Care-CareTime-Basic-Functionality-Call.mp4?rlkey=sqgi1vr5c6razgq3qbgzp4w06&st=hvipyx8u&dl=0 | |||||||||||||||||||||
11 | 3rd Meeting | 10/18/2024 | Keywords: Caregiver profiles, mobile app vs. caregiver portal, manual data entry, Virginia billing discrepancies, caregiver assignment, placeholder emails, application to profile conversion, shift tracking, meeting scheduling, internal policies, preferences, client-caretaker relationships. | Questions and Answers: • Question: Can the system trigger emails automatically upon profile creation? o Answer: No, emails are only triggered when the office staff manually clicks the “Send Welcome Email” button. • Question: Can caregivers update their availability later? o Answer: Yes, caregivers can modify their availability through the mobile app or portal, as allowed by the current system settings. • Question: Should caregivers clock out a few seconds late to avoid billing issues in Virginia? o Answer: This is not officially recommended due to potential audit concerns. The team will explore other solutions with Alan. | https://www.dropbox.com/scl/fi/zw5blf0ezhtxuzg8jv3a7/3rd-meeting-Gong-Lar-Care-CareTime-Basic-Functionality-Call.mp4?rlkey=sqgi1vr5c6razgq3qbgzp4w06&st=hvipyx8u&dl=0 | |||||||||||||||||||||
12 | 3rd Meeting | 10/18/2024 | Action Items: 1. Terry o Send the new recording and meeting invite to Leah. (By end of today) o Set up a separate 15-30 minute call with Alan and Monique to discuss Virginia billing discrepancies. (By next Tuesday) o Share the final invite for the Tuesday 2:30 PM meeting to everyone on this call. (Within the next hour) o Confirm with Alan to attend the billing call to explain the time conversion issue. (Before the Virginia call) 2. Iris o Coordinate with Leah and other team members to begin manual entry of caregiver profiles. (By Tuesday) o Meet Leah on Zoom to finalize the game plan for caregiver profile input. (After this meeting) 3. Leah o Verify receipt of both the previous and new recordings. (Today) o Begin entering a few caregiver profiles manually to validate the system. (By Tuesday, October 22nd) o Plan to customize caregiver profiles further with individual preferences after initial data entry. 4. Larry o Prepare for Catawba’s office visit scheduled for Thursday, October 24th. o Coordinate with Monique and Sonya to get clarity on billing policies and suggest potential solutions for Virginia-specific discrepancies. 5. Stacey o Document recommendations (e.g., pre-loaded titles and CareMatch improvements) to raise with Bob during their next meeting. o Assist in validating caregiver data entry and preparing preferences for future matching. | https://www.dropbox.com/scl/fi/zw5blf0ezhtxuzg8jv3a7/3rd-meeting-Gong-Lar-Care-CareTime-Basic-Functionality-Call.mp4?rlkey=sqgi1vr5c6razgq3qbgzp4w06&st=hvipyx8u&dl=0 | ||||||||||||||||||||||
13 | 3rd Meeting | 10/18/2024 | Meeting Notes: Attendance and Introductions: • Participants: Terri, Iris, Leah, Larry, Stacey, Brenda (joined later). • Missing at the start: Brenda and Larry; both joined after a brief delay. ________________________________________ Review of Action Items and Follow-ups: • Terri confirmed that she sent the previous call’s recording 20 minutes before the meeting. • She apologized for the delay in sending it, citing backlogs from the previous week’s workload. • Leah is asked to confirm that she received both recordings (the previous one and today's). • Terri also committed to resending the recording to ensure Leah has it. ________________________________________ Scheduling and Missed Meetings: • The team missed a meeting with Bob due to conflicting schedules but agreed to reschedule for Thursday next week. • Bob was noted as someone who listens well, takes notes, and follows up, making him a valuable collaborator. • Stacey emphasized the need to prepare notes on potential system improvements to discuss with Bob, including suggestions for pre-loaded caregiver titles to ensure consistency. ________________________________________ Sharing Notes Across Platforms: • Sonya’s Feedback: o Sonya, who is a nurse, prefers the mobile app over the caregiver portal for easier note-sharing among caregivers. o Nurses need quick access to patient notes, similar to medical charts, to stay updated in real-time. o Terri clarified that currently, notes can only be viewed in the caregiver portal, accessible via mobile devices. o Stacey will confirm with Sonya if this aligns with her expectations before suggesting it as a system enhancement to Bob. ________________________________________ Caregiver Profiles Setup Process: • Manual vs. Imported Data Entry: o Terri outlined that profiles can be imported or entered manually, with both methods taking approximately 10-15 minutes per profile. o It’s recommended to start with caregiver profiles before entering client profiles to avoid repetitive data entry. o The required fields include: First and Last Name Title (e.g., RN, CNA) – must be entered manually, not a drop-down Email address (can use a placeholder email if needed) Phone numbers and availability preferences • Application to Profile Conversion: o Caregivers can fill out an application through a shared link, which the office can later convert into a caregiver profile. o This conversion step helps avoid duplicate data entry and speeds up the onboarding process. o Larry asked if other agencies use this approach; Terri confirmed that some do, while others enter data manually. ________________________________________ Billing Discrepancy in Virginia: • The team discovered an issue with time reconciliation for the VA program in Virginia. o Issue: The system logs seconds in clock-ins/outs, but the state of Virginia requires exact times (rounded to the minute). o This results in minor discrepancies (e.g., $8-$10 differences) due to shifts being a few seconds short. o Larry raised the idea of advising caregivers to clock out a few seconds late to avoid rejections, but Terri could not officially recommend that due to audit risks. • Action Plan: o A 15-30 minute session with Alan (claims/EVV expert) is planned to explore solutions and demonstrate where the discrepancies occur in the time logs. o South Carolina's VA billing operates on a 15-minute time unit, meaning this issue only impacts Virginia billing. ________________________________________ Caregiver Profile Preferences and Availability: • The CareMatch tool allows agencies to match caregivers to clients based on several preferences, including: o Client gender preference o Weight and lifting capacity comfort o Smoking policies (whether the caregiver smokes or tolerates smoking in the client’s home) o Pet preferences • Caregivers can update their availability through the mobile app or caregiver portal. The system settings currently allow this flexibility. ________________________________________ Profile Notes and Restrictions: • Notes Tab: For internal office use only. Caregivers cannot view these notes, but office staff can document evaluations or concerns. • Restrictions Tab: Documents any physical or skill limitations (e.g., cannot lift over 25 lbs). • Expiration Tracking: Certifications and licenses with expiration dates can be monitored for compliance. ________________________________________ Scheduling Follow-ups and Next Steps: • Next Steps: o Begin entering caregiver profiles manually to ensure the system works smoothly. o Schedule a separate session for Virginia billing reconciliation with Alan. • Follow-up Meeting: o Scheduled for Tuesday, October 22nd, at 2:30 PM to review caregiver profiles and start working on client profiles. o Terry will send the meeting invite shortly after this call. | https://www.dropbox.com/scl/fi/zw5blf0ezhtxuzg8jv3a7/3rd-meeting-Gong-Lar-Care-CareTime-Basic-Functionality-Call.mp4?rlkey=sqgi1vr5c6razgq3qbgzp4w06&st=hvipyx8u&dl=0 | ||||||||||||||||||||||
14 | 4th Meeting | 10/22/2024 | Summary: The meeting focused on the step-by-step process of entering and managing caregiver and client profiles in the CareTime platform. Participants reviewed data requirements, including the importance of entering accurate addresses, phone numbers, and preferences for matching caregivers to clients through CareMatch. Discussions also covered how to handle caregiver credentials, sending welcome and training emails, and verifying data accuracy by working closely with caregivers. They discussed managing profiles manually instead of importing data and clarified billing methods for VA, Medicaid, and private pay clients. The team scheduled follow-up sessions to complete profile entries and address any outstanding configuration issues, such as adding more caregivers and setting up service needs for clients. | https://www.dropbox.com/scl/fi/s855guvu1vshu29fasx5c/4TH-Gong-Lar-Care-SC-CareTime-basic-functionality-continued.mp4?rlkey=y6tcrev0g543crfauf08w4x0v&st=vdfyy7aq&dl=0 | ||||||||||||||||||||||
15 | 4th Meeting | 10/22/2024 | Keywords: Caregiver profiles, client profiles, CareMatch, VA billing, Medicaid, private pay, client narrative, placeholder emails, CareTime platform, caregiver scheduling, client intake, phone numbers for EVV, audit-ready profiles, service needs and goals, ADLs, custom notifications. | Unanswered Questions: 1. Can the accelerator training recording be secured if the team misses the live session tomorrow? 2. When will CareTime’s payment feature become available for use with client billing and payment methods? | https://www.dropbox.com/scl/fi/s855guvu1vshu29fasx5c/4TH-Gong-Lar-Care-SC-CareTime-basic-functionality-continued.mp4?rlkey=y6tcrev0g543crfauf08w4x0v&st=vdfyy7aq&dl=0 | |||||||||||||||||||||
16 | 4th Meeting | 10/22/2024 | Action Items: 1. Terry o Send the presentation, call recording, and Thursday’s 11 AM meeting invite to all participants. (By end of today) o Confirm if the recording from the accelerator training session is available and forward it to the team. (ASAP) o Set up client payers and services in the CareTime platform. (By Thursday) o Update the settings to ensure profiles reflect South Carolina by default, not Virginia. 2. Leah o Include creating caregiver credentials for Mary and Toya on the 3:30 PM agenda today. o Begin validating existing caregiver data with the intake form and confirm any updates needed for the first 5 caregivers. (By Thursday) o Work on entering additional caregiver profiles manually before the next meeting. (In progress) 3. Brenda o Assist Leah with reviewing the first 5 caregiver profiles for accuracy and completeness. 4. Larry o Review this call’s recording and follow up with any additional billing-related questions. o Send billing rate information for VA and Medicaid to Terry for input into the system. (Completed) | Questions and Answers: • Question: Will the welcome and training emails come from CareTime? o Answer: Yes, the emails will come directly from CareTime, so caregivers should be advised to check for emails from that sender. • Question: Can clients access CareTime via a mobile app? o Answer: No, clients can only access CareTime through the website, not through a mobile app. However, caregivers can use both the mobile app and the website. • Question: Will inactive caregivers affect billing? o Answer: No, only active clients count toward billing. Caregivers do not affect the billing unless associated with an active client. | https://www.dropbox.com/scl/fi/s855guvu1vshu29fasx5c/4TH-Gong-Lar-Care-SC-CareTime-basic-functionality-continued.mp4?rlkey=y6tcrev0g543crfauf08w4x0v&st=vdfyy7aq&dl=0 | |||||||||||||||||||||
17 | 4th Meeting | 10/22/2024 | Meeting Notes: Attendance: • Participants: Terry, Leah, Brenda, Larry (taking a test, will listen to notes later), Stacey • Absent: Monique and Sonya (mentioned but not present) ________________________________________ Caregiver Profile Management: • First 5 caregivers have been entered with basic details: o First and last name o Date of birth o Social Security number o Email address o Username and password • Next Steps: o Leah and Brenda will validate data (addresses, phone numbers, etc.) with the first 5 caregivers to ensure accuracy. o They will build out full profiles for these caregivers, including address, phone number, and availability. o The intake form will be refined to ensure the team captures all required information going forward. • Caregiver Credentials and Emails: o All caregivers must receive a welcome email to create their login credentials. o If the caregiver does not have an email address, a placeholder email will be generated. o Caregivers like Mary and Toya will be added with full profiles to back up other caregivers in case of callouts. ________________________________________ Data Input Strategy: • The team decided to enter caregiver and client profiles manually rather than importing data to ensure data accuracy. • Inactive caregivers or those not actively working will not count toward billing. Only active clients are counted for charges. • Critical Tabs for Caregiver Profiles: 1. Profile Tab: General information (name, credentials, SSN, EIN, etc.) 2. Addresses and Phone Numbers: Ensures proper scheduling and contact management. 3. CareMatch Preferences: Match caregivers with clients based on preferences (e.g., gender, weight, smoking, pets). 4. Availability: Caregivers can update their availability via the app or portal. 5. Expirations: Certification or license tracking with optional uploads in the Documents tab. ________________________________________ Client Profiles Setup: • The team will work on client profiles next, which involve more detailed information than caregiver profiles, such as: o Client type: Medicaid, VA, private pay, LTCI (long-term care insurance). o Service needs and goals: Define ADLs (activities of daily living) for each client and associate them with caregiver schedules. o CareMatch: Match caregivers based on the services the client requires. o Insurance Information: Includes Medicaid or VA policy numbers and diagnosis codes for billing. • Intake Process: o Most client information should be collected directly from the client or family during intake, rather than relying on authorization documents. o Exact service addresses are critical for EVV compliance (Electronic Visit Verification). ________________________________________ Phone Numbers and EVV Compliance: • Accurate phone numbers are essential for caregivers using the telephony option (call-in clock in/out) as a backup to the mobile app. o Caregivers need to use the client’s phone to clock in/out, as the system matches the caregiver’s phone number with the client’s profile. o The backup call-in number (1-855) will identify the caregiver through their phone number. ________________________________________ Billing and Service Configuration: • Billing Setup: o VA, Medicaid, and private pay clients will each have their own payer profile and associated reimbursement rates. o For private pay clients, the hourly billing rate will reflect the caregiver’s hourly rate plus the agency's portion. o Billing will be handled manually until automated processes are configured in the system. • Next Steps for Billing: o Terry will input the South Carolina Medicaid reimbursement rate once Larry shares the details. o Larry sent the billing rates to Terry during the call. o Future invoices will be available under the Invoices tab for each client profile. ________________________________________ Tasks and Notifications: • The Tasks Tab in CareTime allows the office to assign tasks related to scheduling or missing information for caregivers and clients. • Custom Notifications: Each caregiver and client profile can have individualized notification preferences (email vs. text). ________________________________________ Scheduling the Next Meetings: • The next meeting will take place on Thursday at 11:00 AM. o They will use this time to finalize the remaining caregiver profiles and move on to client profiles. o Terry will send the invite immediately after the call. • Upcoming Tasks: o Continue entering caregivers manually. o Ensure accurate data entry, focusing on critical tabs for both caregiver and client profiles. o Use the Thursday meeting to check progress and address any lingering questions. | https://www.dropbox.com/scl/fi/s855guvu1vshu29fasx5c/4TH-Gong-Lar-Care-SC-CareTime-basic-functionality-continued.mp4?rlkey=y6tcrev0g543crfauf08w4x0v&st=vdfyy7aq&dl=0 | ||||||||||||||||||||||
18 | 5th Meeting | 10/28/2024 | Summary: The meeting focused on refining the process of setting up client and caregiver profiles, with special attention to integrating Medicaid, VA, and private pay clients. Terry guided the team on configuring client profiles (Quincy and Thomas Rochon), linking payers, and setting shift schedules. They also discussed the practical aspects of using the Care Time app for clocking in and out. A primary task was ensuring caregivers like Ms. Brenda could seamlessly clock in/out with the app. The group touched on referral source setup, training templates, and the need to align intake forms with new fields. There was significant discussion on differentiating between day and night shifts, tracking them with appropriate service codes. They planned a follow-up at 1 PM and scheduled another check-in for Thursday to monitor the progress. A request was made for a site visit report for nurse tracking. | Unanswered Questions: 1. Lead agency definition: What exactly does “lead agency” refer to in the context of the platform? Terry to confirm in a later call. 2. VA client integration: Are the VA codes ready for use across South Carolina and Virginia? 3. Caregiver addition: Are Toya and Ms. Mary’s profiles ready to be linked to active schedules? This will be verified in the 1 PM call. 4. Referral source list: How can the team better connect referral sources (e.g., Mary Talford) to specific clients? | https://www.dropbox.com/scl/fi/ptij5qd70r3syuhjo50jf/5th-Meeting-Gong-Lar-Care-Services-SC-CareTime-Call.mp4?rlkey=2z8npgqoamener3rdxbfo9thc&st=uxrwyy7f&dl=0 | |||||||||||||||||||||
19 | 5th Meeting | 10/28/2024 | Keywords: Quincy client profile, Medicaid, VA client, social security number, Caregiver profile, Ms. Brenda, Care Time app, private pay client, shift scheduling, referral sources, training templates, shift history, recurring shifts, client types, payer setup, service codes, night shift, VA codes, Thomas Rochon, Care Academy, site visit report. | Questions and Answers: • Question: Why is "general" required as the service type? Answer: Terry explained that "general" is used by default, but they changed it to PRI (private pay) to better reflect the service type. • Question: How will shifts be handled for multiple caregivers? Answer: The system allows caregivers to be scheduled by day or night. Each caregiver must be linked to both day and night service codes if they cover both shifts. • Question: Can we add referral sources like "word of mouth"? Answer: Yes, Terry walked through setting referral types such as word of mouth and connecting them to clients via profiles. • Question: Will VA codes be available for South Carolina? Answer: VA codes are ready for Virginia, but Terry is waiting for confirmation on South Carolina's setup. | https://www.dropbox.com/scl/fi/ptij5qd70r3syuhjo50jf/5th-Meeting-Gong-Lar-Care-Services-SC-CareTime-Call.mp4?rlkey=2z8npgqoamener3rdxbfo9thc&st=uxrwyy7f&dl=0 | |||||||||||||||||||||
20 | 5th Meeting | 10/28/2024 | Action Items: Terry: • Send out the invite for the Thursday follow-up meeting. • Configure day and night shift service codes in the system. • Ensure VA codes and service rates are prepped for South Carolina and Virginia (pending confirmation). • Update system description to reflect private pay instead of “general.” • Verify if Care Time templates are customizable, especially with Care Academy links. Ms. Brenda: • Download and sign in to the Care Time mobile app for clocking in and out. • Begin practicing shifts using the test schedule with Thomas Rochon. Leah: • Create new client profiles for Toya, Ms. Mary, and other caregivers. • Test the day and night shifts setup for Mr. Rochon. • Add Ms. Brenda to both day and night shift schedules to ensure smooth operations. • Check welcome and training templates in the system and suggest potential customizations. Larry: • Confirm private pay service rates—currently set at $30 for day shift and $40 for night shift. • Collect Thomas Rochon’s social security number and date of birth to complete his profile. Toya & Ms. Mary: • Join the 1 PM call to continue adding clients and test new profiles. • Provide Terry with the site visit report for reconciliation purposes. General: • Prepare a private pay intake form to ensure all required information is collected upfront. • Determine which caregivers (Ms. Brenda, Toya, Ms. Mary) will be working with Thomas Rochon. | https://www.dropbox.com/scl/fi/ptij5qd70r3syuhjo50jf/5th-Meeting-Gong-Lar-Care-Services-SC-CareTime-Call.mp4?rlkey=2z8npgqoamener3rdxbfo9thc&st=uxrwyy7f&dl=0 | ||||||||||||||||||||||
21 | 5th Meeting | 10/28/2024 | Meeting Notes: Client Setup Issues – Quincy’s Profile: • The team encountered issues inputting the Medicaid ID vs. social security number. o Medicaid numbers can be input under the Insurance and Service Operations tab. o The social security field will now be used only for VA clients. • They were unclear why some prompts were appearing incorrectly during profile creation and were advised to click “create” to see all available tabs. Caregiver Profiles – Ms. Brenda: • Ms. Brenda's profile is complete, including address and phone number. • Ms. Brenda received the Care Time portal link but must now download the mobile app to clock in/out at the client’s location. • The team aims to test Ms. Brenda’s ability to log shifts this week after completing profiles for Ms. Mary and Toya. Client Types – Medicaid, VA, and Private Pay: • Medicaid use is still being evaluated; the concern is whether to include them in the platform given billing limitations. • A VA client example will be set up in a future session, but private pay setup is the immediate focus. o Thomas Rochon will be the test client for private pay. o Rami Rochon, his father, will handle payments. Shift Scheduling and Service Codes: • The team walked through the process of scheduling shifts: o Start with a 12-hour shift divided into 7-12 and 12-4 blocks. o Once multiple caregivers are added, they will assign shifts for day and night. o The current test shift is scheduled for Ms. Brenda with Thomas Rochon. • Terry suggested creating separate service codes for day and night shifts to reflect the different rates ($30 for day, $40 for night). o These changes were implemented and reflected in the system with PRI (private pay) replacing “general” as the service type. Referral Sources and Communication Templates: • Referral sources were discussed, including word of mouth referrals and agency/team member connections (e.g., Mary Talford). o They aim to improve tracking of who refers clients and assign contacts properly. • Terry confirmed that communication templates (welcome emails, training materials) can be customized, but placeholders should not be removed. o Leah will review the templates to determine whether to add links to Care Academy. Follow-ups and Reporting Needs: • Site visit reports: A request was made for a year-to-date site visit report for nurse tracking from Phoenix, but it had not been received yet. • Leah will check form updates to ensure the intake process captures all new fields. Future Meetings: • A 1 PM call today will focus on testing private pay profiles and adding caregivers. • The Thursday meeting at 1 PM will serve as a checkpoint to ensure the private pay setup works correctly and is ready for use. | https://www.dropbox.com/scl/fi/ptij5qd70r3syuhjo50jf/5th-Meeting-Gong-Lar-Care-Services-SC-CareTime-Call.mp4?rlkey=2z8npgqoamener3rdxbfo9thc&st=uxrwyy7f&dl=0 | ||||||||||||||||||||||
22 | 5th Meeting - LarCare Meeting link | 10/28/2024 | Keywords: • Caregiver Management • Client Assignment & Shifts • Availability and Scheduling • Nurse Visit Reports & Documentation • System Updates and Troubleshooting • Profile Creation (Caregivers, Clients, Shifts) • Email Notifications • Custom Fields & Restrictions • Administrative Tasks and Use Cases | Unanswered Questions: • How will the system handle multiple caregivers working for different clients in the same household? (Awaiting input from Terry on Thursday.) • What is the most efficient way to notify VA clients about their caregiver’s status or availability, as VA does not provide site visit reports? • Are there further customization options available for restrictions and caregiver preferences within the LarCare platform? | https://www.dropbox.com/scl/fi/p51g4t43xwqdkkmx0vrus/5th-Meeting-LarCare-Timesheet-Check-in-Oct-28-2024-0100-PM.mp4?rlkey=00k5zyylo7y81jh69u88sdxaq&st=pd2p41i4&dl=0 | |||||||||||||||||||||
23 | 5th Meeting - LarCare Meeting link | 10/28/2024 | Summary: In this meeting, Stacie Whisonant, Brenda Warren, and AssistMe @ LarCare discussed several operational processes for managing caregivers, including assigning clients, setting availability, and managing schedules. They focused on onboarding caregivers like Miss Mary, updating profiles in the LarCare system, and ensuring alignment between personal and admin emails. The conversation also covered the need for effective documentation through nurse site visit reports and ensuring all tasks, availability settings, and profiles are properly saved and synced. They discussed technical troubleshooting with email reports and workflows to streamline the scheduling of shifts for caregivers who manage multiple clients. Finally, plans were made to reconcile October’s data by November 1st and follow up with Terry on software-related issues | Questions and Answers: • Q: Can the system allow seamless clock-ins for multiple clients within the same household? A: This needs to be confirmed with Terry on Thursday. Current settings appear to require an hour gap between shifts, which may not be feasible. • Q: How do we manage site visit reports for VA clients? A: Since VA does not issue site visit reports, the team will rely on internal nurse reports for documentation purposes. • Q: Are there any issues with sending notifications to caregivers? A: No major issues were reported. Broadcast messages appear to function correctly within the system. | https://www.dropbox.com/scl/fi/p51g4t43xwqdkkmx0vrus/5th-Meeting-LarCare-Timesheet-Check-in-Oct-28-2024-0100-PM.mp4?rlkey=00k5zyylo7y81jh69u88sdxaq&st=pd2p41i4&dl=0 | |||||||||||||||||||||
24 | 5th Meeting - LarCare Meeting link | 10/28/2024 | Action Items: 1. Leah: o Upload headshots for Mary and Toya into the LarCare system. o Verify that the nurse site visit report is properly sent to the Forms HQ email and troubleshoot if necessary. o Document the "Use Case" for caregivers managing multiple clients in the same household and forward it to Terry. o Confirm if the nurse site report tool is available on the website for staff access. 2. Brenda Warren: o Finish setting up caregiver profiles and availability for Mary, Toya, and other aides. o Work with aides handling Mr. Roshan’s care to ensure their profiles are updated and shifts are assigned properly in the system. o Confirm Mr. Roshan’s caregivers’ shifts and synchronize with the scheduling system. o Ensure Terry receives any necessary notes about scheduling issues with multiple clients. 3. Stacie Whisonant: o Follow up with Terry about switching caregiver emails from LarCare admin accounts to personal Gmail accounts for easier management. o Coordinate with the team to implement any updates discussed on Thursday’s call with Terry. o Review whether all nurse visit reports are being collected and reconciled, especially for Medicaid cases, by the end of the month. 4. Team-wide: o Finalize caregiver availability and ensure system configurations align with assigned clients and shift requirements. o Ensure reconciliation for October’s data is ready by November 1st. o Continue testing the task feature in the system and report issues to Terry for resolution. | https://www.dropbox.com/scl/fi/p51g4t43xwqdkkmx0vrus/5th-Meeting-LarCare-Timesheet-Check-in-Oct-28-2024-0100-PM.mp4?rlkey=00k5zyylo7y81jh69u88sdxaq&st=pd2p41i4&dl=0 | ||||||||||||||||||||||
25 | 5th Meeting - LarCare Meeting link | 10/28/2024 | Meeting Notes: Introduction and System Setup: • Stacie Whisonant confirmed that the meeting’s goal was to finalize caregiver profiles, update shifts, and address system issues. • Brenda Warren confirmed Mary’s caregiver profile was being updated, including availability, address, and personal preferences. • Discussed headshot uploads: Leah is responsible for uploading Mary and Toya's photos into the system. Profile and Shift Configuration: • Miss Mary’s Profile Setup: o Personal email (Gmail) preferred for caregiver profiles to avoid confusion with LarCare admin emails. o Details such as address, phone number, and availability for Monday-Saturday shifts were entered. o Mary confirmed she has no preferences regarding the gender or height of her clients and is willing to work with pets. o Availability setup: Example intervals added (8-10 AM, 1-4 PM, 4-9 PM). Discussed the option to copy availability from one day to another to speed up scheduling. The team confirmed that any overlap in shifts can be automatically opened up for other caregivers if the original one is unavailable. • Task Management Troubleshooting: o Brenda attempted to add tasks, but the system was not saving them properly. o Leah was instructed to escalate this issue to Terry for technical assistance. Shift Management and Client Assignments: • The team focused on assigning shifts for Mr. Roshan's caregivers, who have complex schedules with multiple aides covering different time slots. o Leah will document this "use case" (multiple clients in one household) for discussion with Terry during the Thursday meeting. o Scheduling overlaps were highlighted as a challenge—currently, shifts require at least an hour gap between clients. System Functionality & Email Notifications: • Leah demonstrated how broadcast notifications can be sent through the platform to caregivers via text messages and in-app notifications. • Discussed document uploads: Caregivers can upload licenses and other paperwork directly into the system. o System differentiates between regular documents (e.g., consent forms) and expiration-based documents (e.g., licenses, annual training certificates). Nurse Site Visit Reports & Documentation: • Nurse reports are required for Medicaid cases, with reports submitted monthly to maintain compliance. o Leah was asked to ensure the nurse site visit form is properly integrated into the system and troubleshoot any issues with emails not being received by Forms HQ. o Discussed a process for reconciling all site visit reports at the end of the month to streamline Medicaid compliance. • VA Clients: o The team acknowledged that VA clients do not require site visit reports, which simplifies record-keeping for those cases. Next Steps and Follow-Up Plans: • Stacie confirmed the November 1st deadline for reconciling October’s reports and data. • Terry’s Thursday Call: o Leah will present the multiple-client use case for Terry to provide a solution. o Team will ensure that all caregiver profiles are finalized and shifts assigned before the meeting with Terry. Administrative Notes: • Forms HQ Troubleshooting: Leah will check if there are any internal system errors causing nurse visit reports not to be received. • Caregiver Communication: The team reviewed how to set up notifications for caregivers regarding scheduling changes and system updates. • Vehicle Documentation: Caregivers' vehicles were discussed as part of profile completion for security purposes (ensuring clients recognize caregivers' cars). | https://www.dropbox.com/scl/fi/p51g4t43xwqdkkmx0vrus/5th-Meeting-LarCare-Timesheet-Check-in-Oct-28-2024-0100-PM.mp4?rlkey=00k5zyylo7y81jh69u88sdxaq&st=pd2p41i4&dl=0 | ||||||||||||||||||||||
26 | 6th Meeting | |||||||||||||||||||||||||
27 | 7th Meeting | 11/4/2024 | Keywords: clock-in issues, location tracking, shift adjustments, caregiver app, notifications, VA client setup, private pay invoicing | Unanswered Questions: None. | https://www.dropbox.com/scl/fi/tl3b4k0qem12qyhwnw8gg/7th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=l2bb56rewltywd3ox4g38b2cj&st=m4n6m92l&dl=0 | |||||||||||||||||||||
28 | 7th Meeting | 11/4/2024 | Summary: In this meeting, the team reviewed clock-in and clock-out processes, discussed issues related to caregiver location tracking within the app, and addressed the importance of setting up accurate shift times. They worked through troubleshooting steps for caregivers having difficulties with clock-ins, particularly in cases where the mobile app failed to capture location data. Plans were made to conduct test runs to validate the functionality of the app for specific caregivers. The team also discussed adding notifications to remind caregivers to clock in and clock out, and preparations for setting up new clients, including VA clients, with appropriate service codes and reimbursement rates. There was a brief overview of how private pay invoicing will be handled within the system. | Questions and Answers: Q: What should caregivers do if they receive an error during clock-in or clock-out? A: They should take a screenshot of the error and send it to the team for troubleshooting. Q: How close to the client’s location does a caregiver need to be to clock in/out successfully? A: Caregivers must be within approximately 600 feet of the client’s location to clock in/out. Q: What notifications will caregivers receive if they miss their scheduled clock-in/out time? A: Caregivers will receive a text reminder 20 minutes after their scheduled start and end times if they have not clocked in or out. Q: How will Optum as a payer be set up for VA clients? A: Once Larry provides the necessary codes and rates, the system admin will add Optum under the “payers” tab, allowing it to be linked to VA clients. | https://www.dropbox.com/scl/fi/tl3b4k0qem12qyhwnw8gg/7th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=l2bb56rewltywd3ox4g38b2cj&st=m4n6m92l&dl=0 | |||||||||||||||||||||
29 | 7th Meeting | 11/4/2024 | Action Items: Latoya Run a test shift with Ms. Pearlene to ensure the clock-in and clock-out locations are captured correctly. Monitor the portal during upcoming shifts to verify that caregivers clock in and out as scheduled. Larry Send the service codes and reimbursement rates for VA clients to the system administrator to set up billing for veteran clients. Confirm setup for private pay invoicing within the CareTime platform or confirm with Terry on invoicing protocol. System Administrator Set up Optum as a payer in the system for VA clients, based on service codes and reimbursement rates provided by Larry. Verify that notifications for clock-in/clock-out reminders are enabled for all caregivers and ensure each caregiver's profile has a correct phone number listed for text notifications. Ms. Bertha If experiencing further issues with the app not recording clock-out, take a screenshot of any error message and send it to the team for troubleshooting. Stacey Review the meeting recording and follow up if further assistance is needed for setting up private pay invoicing. Assistant Prepare the recording and a summary of the meeting and send it to Stacey. | https://www.dropbox.com/scl/fi/tl3b4k0qem12qyhwnw8gg/7th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=l2bb56rewltywd3ox4g38b2cj&st=m4n6m92l&dl=0 | ||||||||||||||||||||||
30 | 7th Meeting | 11/4/2024 | Meeting Notes: 1. Clock-in and Clock-out Issues The team reviewed recent clock-ins and clock-outs, checking for issues such as missing location data or incorrect times. Ms. Pearlene’s Case Ms. Pearlene clocked in significantly late but the system allowed it. Her shift start time will need to be manually updated. The app failed to capture her location at clock-in, but it did so for clock-out, showing a location close to the client’s home. Plan: Run a test on her next shift to verify if the app captures both clock-in and clock-out locations accurately. Ms. Bertha’s Issue Ms. Bertha reported clocking out, but the app did not record it. She claimed she received a confirmation on her end. Team agreed to monitor clock-ins and clock-outs in real time during her next shift. 2. App Location Settings Some caregivers’ clock-ins and clock-outs are not consistently capturing accurate location data. The system uses a geofence (set at approximately 600 feet) to allow clock-in/clock-out within a certain range of the client’s location. Recommendations: Ensure caregivers have enabled “exact location” for the app in their phone settings. If location issues persist, caregivers should provide screenshots of any error messages. 3. Shift Adjustments and System Features The team reviewed how to adjust shift start times in the system and add notes specifying reasons for edits (e.g., “attended but unable to use mobile device”). Viewing and Confirming Shifts: In “shift history,” users can confirm, edit, or delete shifts. Specific flags and icons indicate if a shift was scheduled but not clocked in, helping to identify shifts that require follow-up. 4. Notifications for Caregivers To prevent missed clock-ins, caregivers will receive automated reminders 20 minutes after the scheduled start and end of shifts. Action: Ensure every caregiver profile has a phone number listed for text notifications. Testing was confirmed to ensure caregivers like Tanya receive reminders via both text and system inbox. 5. VA Client and Service Code Setup Plans to add a new veteran client (John Ferguson) were discussed as a potential next client to test with the app. Larry will provide service codes and reimbursement rates for VA clients to add Optum as a payer in the system. Once added, Optum will be selectable under the “payers” tab for new VA client profiles. 6. Private Pay Invoicing Larry inquired about creating private pay invoices directly within the CareTime system. Next steps: Confirm with Terry if they will proceed with using CareTime for invoicing or another platform. Stacey to expect a follow-up message regarding this process. | https://www.dropbox.com/scl/fi/tl3b4k0qem12qyhwnw8gg/7th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=l2bb56rewltywd3ox4g38b2cj&st=m4n6m92l&dl=0 | ||||||||||||||||||||||
31 | 8th Meeting | Keywords: Clock-in issues, clock-out discrepancies, mobile app troubleshooting, shift history, caregiver location, notifications setup, service codes, reimbursement rates, private pay invoices, care time app. | Unanswered Questions: Does Miss Bertha’s issue with the app failing to register her clock-out indicate a recurring system bug or a user-specific error? Is there a way to improve location accuracy to avoid frequent manual corrections in the system? | https://www.dropbox.com/scl/fi/snl3wtq13k6jwc5f74zep/8th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=lt33lbqfej8f5yktgxl9ev4ci&st=vnun8koj&dl=0 | ||||||||||||||||||||||
32 | 8th Meeting | Summary: The meeting primarily focused on troubleshooting issues with caregiver clock-ins and clock-outs, including discrepancies in locations and timestamps. Several specific cases (e.g., Miss Perlene and Miss Bertha) were discussed, with solutions outlined to ensure accurate shift records. The process of editing shifts, selecting appropriate reasons for edits, and confirming or resolving discrepancies in clock-ins was explained. Notifications for caregivers about shift start and end times were reviewed, with recommendations to ensure settings are properly configured. Lastly, the team addressed setting up service codes and reimbursement rates for VA clients and discussed private pay invoicing processes within the care time platform. | Questions and Answers: Q: How can Miss Perlene's location discrepancy be resolved? A: Ensure her app settings are configured to "exact location" and conduct a test run today to verify proper functionality. Q: Why did Miss Bertha's clock-out fail to register despite her claims? A: It may be an issue with the mobile app or user error. Further investigation is required, including reviewing screenshots or error messages if available. Q: Are text notifications enabled for all caregivers? A: Not all caregivers have phone numbers assigned in their profiles for text alerts. These need to be updated to ensure notifications are received. Q: How is location accuracy determined for clock-ins and clock-outs? A: The system uses geo-fencing set to a 600-foot radius. However, location discrepancies may require manual adjustments and verification. Q: When will VA client setup be completed? A: Once Larry submits the service codes and reimbursement rates, the admin will input the data into the system. | https://www.dropbox.com/scl/fi/snl3wtq13k6jwc5f74zep/8th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=lt33lbqfej8f5yktgxl9ev4ci&st=vnun8koj&dl=0 | ||||||||||||||||||||||
33 | 8th Meeting | Action Items: Larry: Send the service codes and reimbursement rates for VA clients in Virginia to the admin today for system setup. Follow up with caregivers scheduled today to ensure their clock-ins and clock-outs are completed properly. Latoya: Perform a test run for Miss Perlene to ensure her clock-in and clock-out functionality is working correctly. Verify that Miss Bertha's mobile app is set to allow "exact location" for clock-ins and clock-outs. Ensure all caregivers have text notifications enabled for shift reminders. Stacey: Review the recording of today's meeting and follow up with Terry for guidance on creating private pay invoices. Admin/Assistant: Add VA payers, service codes, and reimbursement rates to the system upon receiving information from Larry. Confirm the correct setup of caregiver notification settings and ensure all caregivers have phone numbers assigned for text alerts. All Team Members: Continue monitoring caregiver clock-ins and clock-outs daily and address discrepancies promptly. | https://www.dropbox.com/scl/fi/snl3wtq13k6jwc5f74zep/8th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=lt33lbqfej8f5yktgxl9ev4ci&st=vnun8koj&dl=0 | |||||||||||||||||||||||
34 | 8th Meeting | Detailed Meeting Notes: 1. Caregiver Clock-Ins and Clock-Outs: Miss Perlene's Case: Miss Perlene clocked in late for her shift at 2:48 PM instead of the scheduled 11:00 AM. Her clock-in did not register a location, raising concerns. A test run will be conducted today to ensure functionality is working as expected. Miss Bertha's Case: Miss Bertha reported clocking out but the system did not capture it. No location or ADL data was recorded. Admin to confirm her app settings (exact location enabled) and conduct further tests. Location Accuracy and Geo-Fencing: The team discussed discrepancies in location readings for caregivers clocking in/out. Geo-fencing is set to a 600-foot radius, but manual review may still be required in some cases. System Edits and Confirmations: Instructions were provided on how to edit shifts in the system (e.g., updating start times, adding edit reasons). Common edit reasons include issues with mobile devices or caregiver errors. 2. Notifications for Caregivers: Notifications are set to alert caregivers via text 20 minutes after a missed clock-in or clock-out. Reviewed caregiver profiles to ensure notifications are properly configured. Noted that caregivers without phone numbers in their profiles will not receive text alerts. 3. Shift History and Scheduling Issues: Some shifts were copied into shift history without proper clock-in and clock-out data, creating confusion. Team advised against copying schedules into shift history to avoid additional manual checks. 4. VA Clients and Reimbursement Setup: The team is preparing to onboard VA clients, starting with John Ferguson. Service codes, reimbursement rates, and payers need to be entered into the care time system. Optimum and Sacramento will be set up as VA payers. 5. Private Pay Invoicing: Larry will confirm the process for creating private pay invoices in the care time platform. Further guidance will be sought from Terry if needed. | https://www.dropbox.com/scl/fi/snl3wtq13k6jwc5f74zep/8th-Meeting-Gong-LarCare-SC-CareTime-Call.mp4?rlkey=lt33lbqfej8f5yktgxl9ev4ci&st=vnun8koj&dl=0 | |||||||||||||||||||||||
35 | 9th Meeting | 11/13/2024 | Keywords: Caregivers, Medicaid, VA (Veterans Affairs), South Carolina, service codes, reimbursement rates, clock-in/clock-out, unscheduled visits, personal care, respite care, authorizations, shift history, visit verification, default service codes, scheduling flexibility, implementation, suggestions list. | Unanswered Questions: Does the VA allow negotiation of rates within South Carolina? If so, what is the process? Are there any additional Medicaid services to include for potential integration beyond personal care and agency companion care? Will caregivers face challenges entering service codes manually for unscheduled visits? Could automation improve this process? | https://www.dropbox.com/scl/fi/8tksjaotfni6mhgso3wv9/9th-Meeting-Gong-Stacie-Whisonant-CareTime-Kickoff-Call.mp4?rlkey=w71juoo1fdz930axkto57skq8&st=zj6z3795&dl=0 | |||||||||||||||||||||
36 | 9th Meeting | 11/13/2024 | Summary: During this meeting, participants discussed the management of Medicaid and VA client services, focusing on service codes, rates, and processes in South Carolina. Key topics included resolving outstanding issues with shift adjustments for caregivers, integrating Medicaid and VA service codes and rates, and exploring scheduling options like unscheduled visits for caregivers with flexible schedules. Detailed walkthroughs on how to configure visit verification settings and track service authorizations were provided. Action items were set for refining caregiver profiles, adding service codes, and preparing for Medicaid integration. A follow-up meeting was scheduled for next week to address progress and additional questions. | Questions and Answers: What options are available for VA caregivers with flexible schedules? They can either clock in for unscheduled visits or be assigned flexible schedules allowing clock-in 12-14 hours after the start time. How are service hours tracked for multiple services like personal care and respite care? Hours are tracked by service codes entered at clock-out and can be reviewed in shift history or authorization reports. Can Medicaid and VA rates be negotiated? Medicaid rates are standardized, but VA rates may have room for negotiation. Further clarification is needed. Is the unscheduled visit feature applicable for Medicaid clients? It is currently intended for VA clients. Medicaid-specific configurations will depend on future integration efforts. | https://www.dropbox.com/scl/fi/8tksjaotfni6mhgso3wv9/9th-Meeting-Gong-Stacie-Whisonant-CareTime-Kickoff-Call.mp4?rlkey=w71juoo1fdz930axkto57skq8&st=zj6z3795&dl=0 | |||||||||||||||||||||
37 | 9th Meeting | 11/13/2024 | Action Items: Terry: Email Iris the VA payer details, service codes, and reimbursement rates for South Carolina. Update the VA service codes and rates (e.g., S5150 for respite care at $31.32/hour) in the system for VA clients like Mr. Dennis by end of the day today. Send the recording of this meeting to Leah. Include the list of suggestions discussed earlier (e.g., database for standard rates) in the email to the team. Schedule a 30-minute follow-up meeting for Wednesday, November 20th, at 1 PM, and send the invite to all participants. Larry: Pull the VA service code and rate details from the email or system and share with Terry for validation. Iris: Confirm receipt of updated VA service codes and rates from Terry. Review and verify Medicaid service codes (T1019 and agency companion) and rates ($25/hour for personal care, $14.50/hour for agency companion) entered into the system. LaToya & Ms. Brenda: Test the unscheduled visits functionality for VA clients with caregivers, ensuring it aligns with the proposed flexible schedules. Work on integrating the remaining VA client profiles, including ensuring caregivers are assigned to their respective clients. | https://www.dropbox.com/scl/fi/8tksjaotfni6mhgso3wv9/9th-Meeting-Gong-Stacie-Whisonant-CareTime-Kickoff-Call.mp4?rlkey=w71juoo1fdz930axkto57skq8&st=zj6z3795&dl=0 | ||||||||||||||||||||||
38 | 9th Meeting | 11/13/2024 | Meeting Notes: Attendance and Preparation: Participants: Terry, Iris, Leah, LaToya, Ms. Brenda, Larry, Kathleen. The group reviewed preparations from the previous day, confirming most caregivers were entered into the system, but profiles still required completion. Updates on VA and Medicaid Service Codes and Rates: VA Service Codes: Respite care code: S5150, reimbursement rate: $31.32/hour. Terry to finalize VA codes and rates in the system today for South Carolina. Medicaid Service Codes (South Carolina): Personal care: T1019, reimbursement rate: $25/hour. Agency companion: 1450, reimbursement rate: $14.50/hour. Medicaid integration is not immediate but preparatory steps will be taken by entering these rates in the system for future use. Shift Adjustments and Profile Completion: Shift History Corrections: Bertha (194 hours logged) and Perlene (28 hours logged) need corrections for their November 5th shifts to reflect accurate clock-out times. Brenda was tasked to handle these adjustments. The group emphasized the importance of weekly shift reviews to catch similar issues. Caregiver Profile Updates: All active caregivers have been entered into the system, but profiles require additional details. Completion is a priority. Scheduling Flexibility for VA Clients: Unscheduled Visits Option: Caregivers can clock in for unscheduled visits when not assigned a specific shift. Process: Caregivers click “don’t see a scheduled shift” on their mobile app. They select the assigned client and clock in/out accordingly. Visit Verification for Service Codes: If a client has only one service (e.g., personal care), it can be set as the default service code. If multiple services are provided (e.g., personal care and respite care), the system will prompt caregivers to enter the correct service code during clock-out. Authorization Tracking: Authorization Reports: Use the "service auth usage" report to track service hours against authorization limits. Ensure all client authorizations are entered in the system for accurate tracking. Suggestions and Improvements: Standardized Database for Rates: A suggestion was made to maintain a centralized database for standard Medicaid and VA rates to reduce manual input errors and improve efficiency. Medicaid Double Clock-In Testing: As Medicaid clients are moved into the system, double clock-in and clock-out processes will be tested to ensure compliance. | https://www.dropbox.com/scl/fi/8tksjaotfni6mhgso3wv9/9th-Meeting-Gong-Stacie-Whisonant-CareTime-Kickoff-Call.mp4?rlkey=w71juoo1fdz930axkto57skq8&st=zj6z3795&dl=0 | ||||||||||||||||||||||
39 | 10th Meeting | 1/16/2025 | Keywords: Unscheduled visits, TCN number bug, Medicaid payer setup, South Carolina, Virginia, Kataba contracts, grant funding, VA clients, service codes, client authorizations, tracking hours, geofencing, ADLs customization, Optum connection, learning curve, next meeting scheduling. Summary: The meeting focused on updates and troubleshooting within care management systems, addressing issues such as Medicaid setup in South Carolina, tracking hours for Kataba grant-funded clients, and improving client and caregiver workflows. The team resolved to set up grant contracts for private clients with specific service codes and start/end dates. Key discussions included the need to improve geofencing and location services for clock-ins, adding service codes for Medicaid (though not billing for Medicaid in South Carolina), and tracking authorized hours. Plans were made for a follow-up meeting on January 29 at 1:00 PM, with an emphasis on continuing to resolve issues and refine workflows. Action Items: For Theria: Send the next meeting invite Schedule the meeting for January 29, 2025, at 1:00 PM and ensure all relevant participants have the invite. Timeline: By EOD today. For Iris: Coordinate with Larry regarding Medicaid setup decision Confirm with Larry whether the current workaround for Medicaid services (adding services manually without Medicaid as a payer) is sufficient. Timeline: Before the January 29 meeting. Review client profiles for authorization tracking Ensure all client profiles have accurate authorizations for grant contracts and other service codes as needed. Timeline: Ongoing. For LaToya: Enter client profiles into the system Begin inputting Kataba grant clients into the platform with their 80-hour authorizations. Ensure proper tracking of hours by including start and end dates for contracts. Timeline: Complete initial entries by January 26. Customize ADLs in the system Add specific ADLs (Activities of Daily Living) required for the current clients under settings. Timeline: By January 22. For Brenda and Team: Continue testing active/inactive client transitions Identify remaining issues with client visibility and ensure that geofence settings are properly configured. Timeline: Ongoing. Communicate with caregivers about geofencing requirements Create and distribute instructions for caregivers to enable precise location tracking on their mobile devices. Ensure they select "Every time you use the app" for location services. Timeline: By January 22. For Larry: Confirm readiness for Optum billing in South Carolina Decide when the team will be ready to submit a test claim to Optum for billing purposes. Timeline: Before January 29. Evaluate VA client workflows Review processes for tracking hours for VA clients and ensure all authorizations are accurately entered. Timeline: Ongoing. For Terry: Send recording of the call to Iris and the team Provide a copy of the recorded call for reference. Timeline: By EOD today. Unanswered Questions: None explicitly noted during the meeting. Detailed Meeting Notes: Introduction and Attendance: Attendance: Theria, Iris, Brenda, LaToya, Larry, Mary, Stacy (joined later). Brief updates on unscheduled visit clock-ins: Process is going well. Follow-up from Previous Meeting: Employer Messaging Issues: Support ticket was opened with the vendor for unresolved messaging issues. Awaiting a response. TCN Number Bug in Care Time: Still unresolved. The issue persists for Virginia agencies. The team is working on a solution. Adding Medicaid as a Payer (South Carolina): Medicaid cannot be fully added as a payer due to billing restrictions in South Carolina. Alternative solution: Adding service codes manually for private clients and setting reimbursement rates in the system. Pending Larry's confirmation on sufficiency of the workaround. Kataba Contracts and Grant Setup: Discussion: Kataba contracts grant clients 80 hours of care, with the need to deduct hours as they are used. Suggested solution: Input grants as contracts with start/end dates and track hours through client profiles and service authorizations. Tracking includes scheduled hours, actual worked hours, and authorized hours. Outcome: Decision made to input Kataba clients with grant contracts manually. Clients not yet added but will be input soon for proper tracking. Tracking Hours and Geofencing: Geofencing Issues: Some caregivers experienced issues clocking in due to incorrect geofencing configurations or location services being turned off. Solution: Caregivers need to enable precise location tracking and select "Every time you use the app" for location permissions. Authorization Tracking: Discussed the use of authorization tracking for all clients (including VA clients). Example workflows for inputting authorizations and tracking hours were demonstrated. Customizing ADLs: ADLs can be customized under settings. Team was instructed to add needed activities. Future Meetings: Next meeting scheduled for January 29, 2025, at 1:00 PM. Open to ad hoc calls if issues arise before the scheduled meeting. Final Notes: Team praised for progress on learning new workflows and systems. Encouragement to focus on consistent usage before introducing Medicaid billing. | List of Suggestions from Transcripts Notifications Enable a single shared mobile number (e.g., through RingCentral) for team notifications to improve coordination. Notify clients when payments are processed or charges are applied to their accounts. Adjust caregiver shift reminders to send notifications 24 hours and 3 hours before a shift (instead of just 1 hour). Notify caregivers directly via text for training deadlines, shift updates, and expiring certifications. Replies to secure messages should go to the entire team instead of just the sender for better visibility. | https://www.dropbox.com/scl/fi/j9of7fsoie4ogbmhy36r8/10th-Meeting-LarCare-SCCareTime-Call-Jan-16-2025.mkv?rlkey=ld6eu755fo2vo9xme8nbd7pbn&st=5i5ck2dj&dl=0 | |||||||||||||||||||||
40 | 11th Meeting | 1/30/2025 | Meeting Notes Keywords: CareTime migration, clock-in issues, mobile app troubleshooting, geofencing, client addresses, caregiver access, shift history, technical support, screenshots, app reinstallation, client profiles, unscheduled visits, user authentication. Summary: The meeting focused on resolving ongoing technical issues related to CareTime, particularly concerning caregivers' ability to clock in and out. The team discussed specific cases, including Ms. Pauline's inability to clock out and caregivers struggling to see their assigned clients. It was identified that missing client addresses and geofencing settings were primary causes. Various troubleshooting steps were recommended, including re-entering addresses, reinstalling the mobile app, and capturing screenshots for further analysis. The team agreed to continue monitoring the issues and reconvene if necessary, with a checkpoint in about a month. Action Items: Latoya: Obtain screenshots from Ms. Pauline’s mobile app. Capture images of what Ms. Pauline sees on her phone regarding her clock-in issue. Ensure her address in the system matches her actual location when trying to clock in. Timeline: As soon as possible. Assist in troubleshooting Ms. Pauline’s app. Guide her through uninstalling and reinstalling the CareTime mobile app. Verify if the issue is resolved after reinstallation. Timeline: Immediate, upon contacting Ms. Pauline. Follow up with Kenneth Mary’s caregiver regarding clock-in visibility. Confirm if the added address resolves the issue. Timeline: After address update confirmation. Double-check client addresses. Review all client profiles to ensure addresses are correctly inputted. Timeline: By the end of the day. Brenda: Verify Ms. Pauline’s clock-in history and confirm resolution. Check shift history in CareTime to ensure there are no outstanding clock-ins. Confirm if Ms. Pauline can now clock in/out after system adjustments. Timeline: As soon as Latoya provides screenshots. Check and update all client addresses. Ensure all active clients have correct addresses entered in CareTime. Timeline: By the end of the day. Stacey: Delete and re-enter Ms. Pauline’s most recent clock-in. Remove any lingering system entries that may be preventing her from clocking out. Timeline: Completed during the call. Turn geofencing off temporarily for troubleshooting. Verified that disabling geofencing allowed successful clock-in. Re-enabled after testing. Timeline: Completed during the call. Schedule a follow-up checkpoint in one month. Ensure the team has adjusted to using CareTime effectively. Timeline: In one month. General Team: Monitor any further CareTime issues. If issues persist, escalate via email before setting another meeting. Timeline: Ongoing. Unanswered Questions: None; all major concerns were addressed during the call. Detailed Meeting Notes: 1. Introduction and Attendance Check Multiple participants joined, including a new intern, Asher. Asher was introduced as a TWC intern assisting with strategy and business development. Leah was late but was invited to join. 2. CareTime Technical Issues a. Ms. Pauline’s Clock-In Issue Ms. Pauline's mobile app shows her still clocked in from months ago. No record found in CareTime’s shift history for her clock-in. Team checked back to August but found no shifts under her name. Suggested steps: Obtain screenshots of what Ms. Pauline sees. Confirm if she is at the correct address. Uninstall and reinstall the mobile app. Reset password if necessary. Verify if deleting and re-adding her to the system is needed (but only as a last resort). b. Kenneth Mary’s Client Address Issue Caregiver couldn’t see the client due to missing address. Address was added, which should resolve the issue. c. Other Clients with Address Issues Several clients were missing addresses, including: Bishop William Kenneth Addresses were being updated during the call. 3. Caregiver Access and System Updates Caregivers need to be listed under the "Caregivers and Rates" tab to clock in. Verified geofencing settings: Ensured "Use Business Default Settings" was enabled in client profiles. Geofencing turned off temporarily to allow testing of Ms. Pauline’s access. 4. Next Steps and Follow-Ups Checkpoint scheduled in one month to reassess system functionality. Immediate follow-ups via email if additional issues arise before another meeting. Team will continue updating addresses and ensuring proper caregiver access. | Questions and Answers: Q: Why is Ms. Pauline’s clock-in still showing from months ago? A: No record was found in CareTime; troubleshooting steps were suggested (screenshots, app reinstall, address verification). Q: Can Ms. Pauline's issue be fixed by deleting and re-adding her to the system? A: This is not recommended unless all other troubleshooting steps fail. Q: What’s preventing caregivers from seeing client names? A: Missing client addresses and incorrect geofencing settings were the primary issues. Q: Are there any outstanding shifts preventing clock-in? A: No open shifts were found that would block clock-in. Q: How can we ensure all caregivers have proper access? A: Double-check addresses, ensure caregivers are listed under clients, and verify settings in the visit verification tab. | https://www.dropbox.com/scl/fi/tnmpu8csw2ndfh5cty3ge/11th-Meeting-LarCare-SC-Caretime-Jan-30-2025.mp4?rlkey=nu2s23v9ynt10yeikbiiz1xz8&st=7up66k6d&dl=0 | |||||||||||||||||||||
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