Because SpokeChoice has the ability to allow one login for not only multiple roles but also multiple companies the management of this process is a bit more involved. It is possible that this guardian or provider has another account with another agency. As such your "email reset" is actually an invitation to join your company. In order for them to accept this invite they must enter their current password they use for the other company. This is a security feature so someone can not hijack their email account and gain access to sensitive data.

So what happens if they can't remember that password? Direct them to go the normal SpokeChoice login page and hit the "forgot password" link. They can reset their password this way. They MUST know the phone number of the account that they have with the other company.  If they do not remember their phone number or it isn't setup with that other company, have them call to deactivate their account which is likely still active or have them enter their proper phone number in that account so the provider can reset their password. If their phone number is different now then what it was in the past then you will need to send SpokeChoice Technical support an email and ask us to delete the login associated with this individual. Please provide the email address. Note: The account at the other agency MUST be inactive or we can not associate it. The individual must contact the old agency and ask them to delete the login.

So what if they do not remember setting spokechoice account in the past?

They could have had an old DDReports account and either used it or not. Either way they can reset their password but if their phone number has changed then they won't be able to reset it. In such a case you should email spokechoice support sending us the persons email address so we can delete it. Note: The account with their old Agency must be inactive.

Up to two things could be wrong. 1) They can't remember their email address or you have entered it in to SpokeChoice incorrectly. 2) They do not remember the phone number you have entered on their account or they do not have a phone number listed in either the phone or cell phone area within their profile.  

In addition you might not have added them to the database yet with the new email address. You must enter an email address on their account, save it and then issue a change email notification or reset password.

Because SpokeChoice only allows one record for an "individual" one of those records needs to be deleted. This is only done through a special process within SpokeChoice. Go to the learning center/videos and look for the "Merging existing Guardian & Provider Accounts" video. DO NOT Inactivate a guardian account and add a guardian role to the existing one. This will complicate the process of using the email address that once was on the guardian record. If you did either of those, reverse your clicks and follow the instructions on the video.

You could have providers that are still clocked in that never clocked out for the period. Please look at the current clocked in providers and clock them out. Please click here to learn how to see clocked in providers.

This is likely because the employee is already entered or someone else is using the same email address. Check for Spouses or clients that might have the same email address. Some times you are going to make a guardian a provider and then try to refresh. In this case you MUST manually assign the employees payroll identifier. Open the employee profile and enter the iSolved employee Id and save the profile. Next time you synchronize because the identifier has been entered it will not need to add the employee.

Only one or two names on the payroll output file is an error caused by rehiring an employee that is in the database without adding the payroll identifier to the employee. The isolved interface typically adds the payroll identifier but before you add run the isolved Synchronization you must manually add the payroll identifier first in spokechoice before hitting the synchronization. If you do not you will likely duplicate the employee as the payroll identifier is used to identify the employee to whether it is added or updated. Since the payroll identifier is not on the "rehired" employee it can not update it and will add it instead. Add to isolved and immediately edit the payroll identifier on the employee fields.

It is unlikely that the 837 file did not download rather it went to a directory that you are not aware of. This is very prominent with Chrome as the download directory and change without the users knowledge. It is best to use Edge in these situations and less likely of privacy concerns with Google. If you go to homecare-billing-batches and select the recent made batch you can recreate the 837 file by selecting the reprint button.

Progress notes are tied to a "billing claim". So if a provider does services using the HAH service code then if it is marked in backoffice as requiring progress notes the provider will be prompted to do a progress notes. DTA centers providers do not perform one on one habitation, therefore they must login into the dta center after the billing has been entered and complete the progress notes under the progress management application. This also requires that you add progress required to the service code or they will not see the need to perform the note.

When logging in the individuals device is checked for time against the server time. If it is off by more than 6 minutes the application will display an OK red message. This is intentional so that you will know if someone is trying to cheat the system by setting back their device time. Ensure the device time is accurate and have the individual try and login again.

Yes, this can be accomplished.

1) Create a service code that is for "payroll only".

2) Add your providers (employees) to each center

3) Add a payroll rate for the newly created service code.

4) Set your center device such as a inexpensive computer to the Center login page.

5) Ensure all providers have a log in to SpokeChoice

6) Have them clock in and out.

Chrome browser is notorious for making it difficult to find a downloaded file. For this reason we do suggest you use Edge. If you can not find the file you can solve this problem by running your 837 file again. To do this though you need to delete the batch file if it was indeed created. Navigate to the homecard-billing-batches page. From there select the recent batch (and only the recent batch) and delete it. This will bring all your claims back to the ready stage and you can generated another 837. BE VERY CAREFUL to not delete the wrong batch and do NOT do this often. Doing this often will increase you billing history file and slow down many operations in the future.

If you have an employee that has backoffice, administrator or superuser access or role and they can not see certain application tiles this is typically because you are using either a small monitor or you inadvertently changed the zoom level on your browser. The browser will automatically only show what it has room to display. In particular people manager requires lots of room to display data and will not show up if the view in the browser is small (13 inch laptop) or you have zoomed up in the browser (ie: 125%). To remedy this please select the 3 horizontal dots at the top right of the browser and zoom out until you can see the application tiles.

SpokeChoice allows a single sign-on such that an individual can switch between not only roles but different assigned agencies. If that individual has an account with another agency they can ask your agency to invite them by adding a login for them. When they receive the link they will be asked to "join" another company. By following the link and entering their password and phone number (phone numbers should be the same with both agencies) they will be able to switch from one company by using the top three dots at top right of screen and selecting each agency.

SpokeChoice is a progressive web application that allows data to be stored locally on a device. This reduces the number of trips to the server to get data. Often times if a provider can not see the ability to see something you've just allowed it is because they haven't refreshed their device with the newest settings. Asking a provider to refresh data is necessary because the ability to see something like adding a schedule would be impossible until they were told by the server it is allowed. Problems like this are providers not being able to add a schedule, or they can still use forget clock out even though you've recently changed it. Also if a provider can not see a service code or client recently added they might have to refresh data. Refreshing data can be done is two ways. The first way is to log out and then back in. The second is to use the "refresh data" at the top right 3 dot menu.