CareSmartz360 records every action taken by Caregivers during IVR calls and segregates this data in the Time Tracking section in different views. These views also help Staffing Coordinators manage schedules in the system for selected date ranges.
Before discussing all the views, below are some helpful tips:
All columns can be sorted.
If you hover over Clients’ or Caregivers’ names, their contact number will pop up (if available.)
Any clock-in/out can be edited regardless of the status.
You can pull details for any date range on each view.
Approved schedules will show the time of clock in/out as blue.
Green – Shift has not started/ended yet.
Yellow – Shift should have been clocked in/out as per the threshold set in Office Settings. If a check-in comes through the system within the threshold the schedule will remain yellow while the shift is in progress.
Red – Shift has exceeded time threshold for start or end time, and there is no clock in or out.
This is equivalent to a call log. All calls that are made to the time tracking number (seen under Office Settings) are registered under Telephony Details. This view will identify the Caregiver, Client (if the caregiver uses the client’s main phone to clock-in), purpose, time-tracking ID entered, phone number called from, and the call date/time. Below are the different purposes that may be present:
Arrival – The Caregiver entered the code, and then pressed “1” to clock in.
Departure – The Caregiver entered the code, and then pressed “2” to clock out.
Call – The Caregiver called in, and then hung up after entering the code (without pressing the #)
Schedule – The Caregiver entered their code, and then pressed “3” or “4” to listen to the last 5 or next 5 schedules.
Schedule Review is the most commonly used view. This page displays:
Client – The Client for which a shift has been scheduled.
Caregiver – Caregiver staffed for the client.
Schedule Start Time – When the schedule is expected to start.
Actual Start Time-When the Caregiver actually clocked in, or was manually clocked in. You can manually check the Caregiver in by clicking on Check In, where you can enter the start time and put in a note in the pop-up window.
Scheduled End Time – When the schedule is expected to end.
Actual End Time-When the Caregiver actually clocked out, or was manually clocked out. You can manually check a caregiver out by clicking on Check-Out, where you can enter the end time and put in a note in the pop-up window.
Office – The office that the schedule belongs to.
Schedule Hours – Total scheduled hours.
Actual Hours-The actual amount of time the caregiver was there, based on the clock in/out times
Billable Hours-The amount of time you will be billing, determined by the rounding settings you selected when you created the rates.
Payable Hours-The amount of time you will be paying, determined by the rounding settings you selected when you created the rates.
Mileage – If there is any mileage present on the schedule.
Expense – If there is any expense present on the schedule.
Service Type--The service type assigned to that shift
Status – The status of the shift. This can be manually updated by clicking on the drop down list and selecting the status.
Operations – If you click on the Schedule icon it will display a pop-up window where you can make an adjustment to the schedule and then click the Save button, and the Time Tracking page will refresh with that change.
If you find that you spend too much time scrolling down and scrolling over, you may want to remove some of the columns in the grid. Just click on the 3 dots in the upper right corner, and click on "Select Grid Columns". Then, uncheck the columns you don't need to see that that time.
Missing Check In
This view displays the same columns as Call Review; the only difference is that it will display only the schedules that are missing a check-in for the specific date range. The same functionality is present as that in Call Review.
NOTE: If you have a lot of schedules to review, this view is recommended so you can focus on only the schedules with issues.
Missing Check Out
This view displays the same columns as Call Review; the only difference is that it will display only the schedules that are missing a check-out for the specific date range. The same functionality is present as that in Call Review.
NOTE: Missing Check-In is a high priority because we want to make sure Caregivers make it to their shifts and thus often the shifts missing a check-out get put on the back burner. By running the Missing Check-Out view every day you can identify the Clients/Caregivers you need to follow up with. Doing this is recommended so that when you do invoicing or payroll you don’t have to remember what happened two weeks ago, or spend hours tracking down Clients/Caregivers who may not remember the details.
There are four reasons a call would show up in Unidentified Calls view:
1. The Caregiver dials in from a number other than the client’s primary phone. Under the Client column the name field will be blank.
2. The Caregiver does not enter in the time-tracking ID correctly.
3. The Caregiver clocks-in/out outside of the threshold that is set under Office Settings.
4. There is no schedule in the system for the Client/Caregiver.
The two most common reasons occur because Caregivers dial from a phone that is not recognized as "time tracking", or they call outside of the time threshold.
From this view you can manually attach unidentified clock-ins/outs to shifts by clicking on the Assignment button under Operations. Upon doing so if there is a schedule that matches the specifics you can “Assign” the clock-in/out to a shift.
You can also create a schedule for a clock-in/out that comes into this view that does not already have a schedule. If you click on the Add Schedule button under Operations a pop-up will appear where you can add the details.
Once you post an invoice and/or process payroll against a schedule the system will move those records from Call Review to Finalized. All details that are present in the Call Review page are present here; the only difference is that being in the Finalized view you cannot make any edits to the records. These details will never disappear and you can refer to them at any time.
From this view you can run any date range to identify all of your open schedules for that time period. You can also update the schedule by clicking the Edit Schedule icon under Operations. This view can be printed by clicking the Print icon.
NOTE: This is a great tool for Staffing Coordinators so they can establish what schedules need to be staffed and can prioritize accordingly. It’s equally great for Agencies so they can manage their Staffing Coordinators to really understand the activity and to be pro-active in determining if there are any staffing issues. Perhaps there is a client that you are having trouble staffing, or there is an ongoing issue and you need to target new recruits for this specific client.
This is a new view that will help you examine all the internal/staff meetings that are scheduled within a date range. It shows the name(s) of participants, start/end times and duration of the meeting, status (Scheduled, Approved, Canceled), and the option to edit meeting details.