How do I add/edit a client service?

Services represent the specific type of care your agency provides for a client or facility. 

Each service is created with a service code. Within the service code, there are bill code and pay code configurations that determine how the service is billed or paid once a funder is selected. (A funder is the entity responsible for payment.) 

Services can have various entities attached, such as forms or required skills. Generally, any attachments or configurations of a service will apply to all recurrences or single visits associated with that service.

To add, edit, or view services, go to client profile > Care Management > Services. 

• Add a service
• Edit a service
  • Edit from services list
  • Edit from service details
• Service configuration fields
  • Add multiple bill codes

Add a service

1. Go to client profile > Care Management > Services > + Create a Service. 

2. In the dialog, fill in the appropriate fields. See Service configuration fields for more information.

3. Save. The service will now be active. 

Edit a service

To edit an existing service, go to client profile > Care Management > Services. You can either edit from this service list screen or through a service’s details page. 

⚠ Any visits already scheduled for the service you are editing will not be automatically updated with your changes once saved. If the changes you are making to the service should apply to scheduled visits or recurrences, you will need to edit each Visit or Recurrence individually. ⚠

Edit from services list

1. Select Edit Service on the service you want to update

2. In the dialog, make the necessary changes.  

3. Save.  

Edit from service details

1. Select the service you want to edit.

2. Within the service details, select Edit Service. 

3. In the dialog, make the necessary changes. 

4. Save.  

Service configuration fields

Form field	Context or how to fill out
Service Details
Service Name	Enter a name for the service. It can be specific to the client. This service name will appear on other areas of the app such as schedules, Family Portal, and invoices.   This field is automatically populated when you select a Service Code, but you can change it.
Start Date	Enter the start date of the service.
Projected End Date e	Enter the expected end date of the service.   If you do not know the date, you do not need to fill this in. But if it is known, we recommend adding it for reporting purposes.
Billable Using	Select how the service will be billed:  Single Program  Multiple Programs  Multiple Bill Codes [hyperlinks to subsection with detailed instructions]  Single Source  Split  The options available here may depend on your agency’s configuration.
Funder Methodology	Select the funder methodology:  Co-Contribution  Co-Payment  Coordination of Benefits  Electronic Billing  Long Term Care Insurance  Single Payor
Payor or Funder	Select the funder/payor for the service.   You can select the payor before or after selecting the service code. If you select the service code first, the payor will be filtered by the service code and Funder Methodology.
Office Identification Set	Select the Office Identification Set, if applicable. Sample use case: While editing a service for a client who belongs to multiple client groups, you can use the Office Identification Set dropdown to specify the applicable group.
Service Code	Enter the desired service code, which connects an employee’s pay rate with a service.   The options displayed here originate from the service codes you configured under Accounting > Accounting Settings > Service Codes.   You can select a service code before or after selecting the payor. If you select the payor first, the service code options are filtered by that payor, and vice versa.  When you select a Service Code, the Service Name is automatically populated.
Billing Frequency	Select the frequency for which you run billing for the payor of this service.
Cost Centre	Choose from among cost centres you have added in the Cost Centre tab.
Billing Contact	Select a billing contact.  Whether you see this field depends on the payor you have selected.
Tax Exempt
Program Name
Rating Payor
Visit Details  (These configurations will flow directly into the service’s visit.)
Activity Codes
Form - Required	Enter any required forms that caregivers need to complete or require easy access to.
Form - Other	Enter any other forms that caregivers need to complete or require easy access to.
Skills Needed	Enter specific skills that were required or requested for the service.  Examples: speaking a certain language or having a driver’s license  Filling this out will enable your coordinators to match best fit caregivers with clients. It is also particularly helpful for agencies using the Employee Finder feature.
Service Instructions	Enter any specific service instructions.   These instructions will be visible on the mobile app.  Example: Instructions for the client’s buzzer code.
Notes	Enter any additional notes.  These notes are reportable in Data Exploration but cannot be seen by the caregiver.
Primary Employee	If you know the specific employee who will be providing the client service, you can assign that employee to the service in this field.
Emergency Response Level	If your agency has an emergency response protocol – for example, during a storm and power outage – and there is critical service care which requires your highest protocol level, you can indicate those next steps in this field.
Tags
Import ID
Use Client Address	Select this checkbox if the service location is at the client’s address listed in the Demographics tab.   If the service location is not at the client’s address listed in the Demographics tab, unselect this checkbox, and enter the location for this specific service.

Add multiple bill codes

You can choose to add multiple bill codes using time increment or percentage. 

For percentage, as you split items across these percentages, the rounding rules of the different bill codes are respected. For example, if a bill code is set to every 15 minutes we do round to those appropriate values as the billable items are generated.

1. Under the Billable Using field, select Multiple Bill Codes. The Multiple Bill Code Configuration panel will appear, where you can choose to use time increment or percentage. (Ensure you have also already filled out the other required and appropriate fields.)

2. Select either:

• Time Increment
• Percentage:
  1. Select + Add Bill Code.
  2. Under Percentage, select a percentage that you will bill for. 
  3. Repeat the steps above if needed. The instant percentage calculation at the bottom shows you how far you are from 100% as you add more bill codes and their respective percentages. 
  4. Mark one of the bill codes as default. This default bill code is used for handling the rounding rules for the visit during Visit Verification. 

Learn more

• Managing Services
• How do I add/edit/update the status of a Service?
• How do I see an overview of my Client's Services?