2019-04-05_aallard_Scheduling Coordinator Training Incomplete.pdf

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Scheduling Coordinator Training  
 
First and foremost Welcome to Home Care Assistance!  
 
Welcome to Clear Care!  
https://www.clearcareonline.com/  
 
 
This will be your life as a scheduler!  
To start, you will need to access your dashboard. After logging in (top right corner) , you should 
open the “dashboard”. On the top left corner go to “Dashboard”, “Live View” then click on 
“Weekly – Clients”  
 
 
Now welcome to your baby ! This is where all of the scheduling hap pens.  
 
 
 
The goal of your job is to ensure that all shifts are filled. This is where you will track all of that!

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All shifts are color coated!  
Green : Shifts that have already been complete  
Yellow:  Shifts that are in progress  
Blue:  Shifts that are scheduled  
Red:  Shifts that need attention (usually there is a note on the shift that will describe why it is red)  
Orange:  Shifts that were cancelled because of a caregiver  
Grey : Shifts that were cancelled by a client  
and finally PINK:  The shifts that need to be filled!  
 
So let ’s start with some basics : 
 
                                                              How to build a shift:  
 
1: Open the client that corresponds to the shift you need to staff  
2: Ensure that the tab “Shift Calendar” is open.  
- You can have Monthly, weekly or daily view. It is easiest if you work on “Weekly”

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3: Drag your mouse over the week and click anywhere. A box will show up prompting you to 
write in the shift infor mation:  
 
                      
4: Fill out the information correctly.  
- Fix the start time and end time  
- Choose a caregiver ( if you have already filled the shift )If not leave the shift as “Open”  
- Ensure that the client billing rate is correct ( ex: 27.00$/hr) Note: Each client has a different 
rate*  
-Ensure that the caregiver rate is correct (ex. Some caregiver may have a bonus rate according to 
shift) Otherwise there payrate will be here automatically  
4.1: If the shift is “recurring” select the box a s “weekly” and then check each box that the shift 
will reoccur  
ex. Tuesday Thursday and Saturday

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Editing a shift:  
 
When editing shifts, it is important to make sure that you do not edit all of the shifts.  
 
1:  Click on the shift that you want to change or staff,  click on “Edit”  
-If you are editing just one shift  click on the “Edit this shift option” and then edit the shift 
accordingly ( time change, staffing a c aregiver ext.…)  
  
1.1: If you are changing a series of shifts ( i.e. changing the days for it to occur, change all of the 
times of shifts if the schedule changed, changing to caregiver regularly)  
Click on the option “Edit this shift and all following shift s” this will change the present shift and 
all shifts following after it.  
 
 
 
                                                              
 
                                                              Leaving a Note:  
It is essential to always leave notes on a shift so that we can always keep track of any changes:  
Reasons for notes:  
-Caregiver clock in and clock out changes ( ex: caregiver stayed later, caregiver arrived late due 
to…)  
 -Time changes for shift ( ex. Client wants a late start, client changed days )  
-Special rates ( ex. caregiver will make bonus rate  
-Shift cancelations (ex. Client cancelled shift, caregiver was sick)  
-Extra information pertaining to the shift ( ex. Client has an appointment ext.)  
 
1: Click on the shift that it pertains to  
2: Click on Notes  
3: Write the note and initial it so that we can keep track of who made the change  
4: Click on “Display on Billing page” and “Display on Payroll page” to ensure that the notes are 
copied for accounting

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5: Save the note  
 
 
If a shift has a note , a little Yellow box will appear on the shift. If you hover over the shift, the 
note will appear:

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Starting a Client  
Process:  
1: An inquiry comes in. Timothy handles English inquiries, Sandra handles French  
-If Timothy nor Sandra are available, next up are the care managers, Christina Maxine and Maria  
- If none of the above are available any one else in the office can handle them  
2: An assessment will be scheduled . Care manager will meet with the client  
3: We have a new client! Care manager will come back to the office with all of the information 
needed . (i.e. The care plan, the schedule, paym ent, consent etc.)  
4: Now we must staff the client  
 
Most of the time, the care manager will build the client on their own, and write up the care plan. 
All that will be left for you to do is identify a caregiver and complete the checklist.  
 
In the instance  that you need to build a client ( i.e. Care manager does not have time, last minute 
urgent case ext.) We will be the ones to build the client  
 
 
                                                       
 
 
 
                                               Building a Client in Clear Care  
 
1: Go to the “Client” tab on the top right. Click on “Initial Call”  
 
 
 
2: Fill out the form accordingly  
-We do not fill out the whole form  
     -only the section “Caller information” “Prospect information” and “Referral source”

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Caller Information:  
This section is for the person who contacted us regarding the service. Most of the time it will be 
a family member i.e. son, daughter, spouse. Or it will be a friend or medical professional.  
Select the correct Contact type, and Relation type  
Fill out the information accordingly (name, phone number email etc. )  
*There is no need to fill out the +Address section of the Caller Information  
 
-If in th e instance the client is calling regarding care for themselves, you can select the option on 
the top that says “Self”  
 
Prospect Information  
This section is for the new client who will be having service.  
1:Fill out the information accordingly ( name, home p hone number ext. )  
-In this section for “email” We must write in the email of the primary contact. You can copy and 
paste the email from above that was used for the “Caller Information”  
 
2:Click on the blue “ +Address ” option and write in the clients addres s. 
If the client is at a residence, include the name of the  residence on the second line and the 
number of the room.

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Referral Source:  
On th e Intake form there should be a “referral source”  
Click on the “Existing Referral” and select the source (Ex. Internet, store front, a specific 
residence ext.)  
If you are unsure of how they heard about us, ask the care manager or save it for later  
 
Now! That you have filled out this information , scroll p ast the rest of the page,  go to the bottom 
of the page ( on the bottom right ) and click “ Save new Prospect”  
 
Once you have saved the new prospect. You will be directed to another page.  
On the right side there will be a box that says “Status”  
 
-Check tha t the initial call date is correct  
-Click on Assessment scheduled (select the correct date that it was performed)  
-Click on Assessment performed (select the correct date that it was performed (It should be on 
the documents that the care manager brought bac k)) 
 
 
 
Verify that the information in the address, name and number are correct ( We can edit this at 
any time)  
Now On the Right corner client on “Convert to Client”  
 
Your new client has been built! : Let’s Build the open shifts! Refer to the care manager f or the 
schedule or the “schedule section in the care plan . 
  
Our next step is to complete the Client File Checklist . 
You will find this file on the drive:  
 
To access the drive:  
Go to your gmail  
On the top right side corner,  click on box with the dots  
Click on Drive

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Enter “ Client file Checklist” in the search box  
 
 
Now we must make a copy of this document as to not use the original version  
Click on File on the left side corner, make a copy and name the file  
“” Clients Name here” Checklist”

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Example of Checklist:  
 
 
CLIENT FILE CHECKLI ST 
Clien t: 
Care Manager                                                                                               Tier  A B  C   
 
Consent form has been signed  
 
Payment method has been received  
 
Billing rate entered in ClearCare   PAD ____CREDIT  
 
Assessment completed  
 
Assessment date entered in ClearCare  
 
Start date entered in ClearCare ________________________  
 
Birthday entered in ClearCare  
 
Payers & Contacts entered in ClearCare  
 
Who is the receive invoice?    
 
Binder left at Client?  
 
Email added to client profile  
 
CM and Tier tags  
 
Client and family members invited to family room  
 
Client advised of caregiver(s)  
 
Upload assessment into ClearCare  
 
Sent care plan to caregiver(s):  
 
Confirmed that the caregiver(s) read care plan:  
 
Lead sheet updated with new information   
 
Set first visit and follow -ups with care manager

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Payment info entered in QuickBooks  
 
Input client’s birthday in Google Calendar  
 
Send a copy of all signed documents, the tax credit info and client guidelines  
 
Determine source and tag referrals:  
 
Upload all client docs in ClearCare  
 
Fill out the form accordingly . When you have completed a task, write your initials in the box  
 
 Scheduler must complete the sections that are h ighlighted above : 
The 4 tasks not highlighter, are for Sandra to complete.  
 
Write in the clients name, the care manager assigned and select which Tier the client is  
  
Tiers:  
Tier A: A client who has 40 hours or more scheduled  
Tier B: A client who has 20 -39 hours scheduled  
Tier C: A client who has 19 hours or less hours schedule  
 
1:-Ensure that we have received consent form and payment information  
  -If we do not have either, follow up with the care manager  
 
2: Billing rate  
- 
 
 
-Click on the. “Billing Rate” tab

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The billing rate will be on the clients consent form.  
-If care is Hourly, click on Add Rate and select the correct rate  
-If the care is Live In, click on Add Rate and select the correct rate  
-If there is a special rate ( with approv al from Timothy or Sandra ) choose the Other option and 
“Boll the client a custom rate” and write in the rate  
-Scroll to the bottom and client on “Save Changes”  
 
3. The Assessment date and Assessment date completed  was complete when building the client  
 
4: Start date entered in Clear Care  
 This is the date of the first shift!  
 
 
 
-Click on the “Assessment: tab on the right side  
-Scroll to the “Care Needs” section and select the correct Start Date

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5: While in the “Assessment” Section, this is where we can also complete  Enter Birthday into 
Clear care  
-Refer to the “Demographi cs” section and add the Birthday in  
 
 
 
 
 
Once Step 4 and 5 have been completed, scroll to the bottom and click “Submit”  
 
6: Payors and Contacts in Clear Care  
 
Go to the  “Contacts” Tab 
 
 
 
All of the clients emergency contacts will be here.

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There will already be 1 contact built (From the Caller Information that we completed in Initial 
Call)  
 
We must add any extra contacts that the client may have. Refer to the Care Plan and the 
“Contacts” section.  
 
-Click on the +Add Contact and fill out the information accordingly  
 
 
 
Fill out First name, Last name, Phone numbers and email if applicable. All other information is 
not necessary  
 
 
Click on “Next “to get to Relationships

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-Select the relationship type accordingly  
-Select Primary, Emergency if it applies to this contact  
-Click on “Next” to get to Login  
 
 
* If this contact has an email:  
-Select the ”allow this pers on to login” option and then click Save  
 
- If this contact DOES NOT have email  
- Do not select anything  
 
Click Save

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7: Who is to receive the Invoice  
-Identify who wi ll get the invoices and write in next to the option who it will be  
example: “Daughter Lisa”  
-Ask the care manager who it is, if you do not know  
 
8: Ask the care manager if she left the Care Binder at the clients home  and the Initial in the box  
 
9: Ensure that there is  an Email in the client file ( most likely done when building the client  ) 
-If there is no email for the client or contacts, put n/a  
 
 
 
 
-If there is an email but it has not been added. Go to the “Edit Profile” Tab  
 
 
 
-Go to the “Email” section and fill it in  
 
 
10: While in the “Edit Profile” tab you can also add  CM an d Tier Tags

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-Refer to the “ Profile Tags” section  
For CM : Identify who the care manager is  
For TMR office the Care manager is CM -Maxine  
For Tier Tag : Identify which Tier it is A, B or C and Tag the correct tag  
 
Click “Save”  
 
11. Client and Family invi ted to Family Room  
-This was completed when you built the contacts and selected the Login option  
 
 
The rest of the instructions will be explained in person!

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Staffing a case/ Identifying the right caregiver  
 
Now you are wondering how do I find a caregiver?  
Identifying a caregiver when you first begin in this role might be a little tricky as you do not know 
the caregivers yet. But hang tight, you will learn the names and personalities quickly.  
 
There  are 2 main ways to identify a caregiver. Let’s start with OPTION 1  “Care finder option”  
 
No matter what page you are on in Clear Care you can always access this tab.  
 
 
 
 
 
1)Once you have arrived to the care finder page start with selecting the client in  the left hand 
side.  
**Ignore the Shift Schedule section**  
2)Go to the “Find Caregivers who.. “ Section  
*Unselect any of the boxes that were selected automatically* ( they are not helpful)  
3) Click on “Find Caregivers”  
 
 
 
4) You will be given several opt ions of caregivers  
-You can click on the “Distance tab” to see who is closest to this person  
-If the client you are staffing is AN EXISITING CLIENT and you are trying to identify someone who 
has already worked with this client you can click on “Visits” Tab . This option will show you all of

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the caregivers who have already worked with the clients in the past and how many visits that 
have done.  
- This page will only show you up to 50 options, click on the “more caregivers” tab at the bottom 
to get more options  . 
5) Select the caregivers you would like to message and the click “Message Caregiver”  
 
 
 
 
 
To determine whether  a care giver has worked with us or if they are a “NEW” caregiver we can 
look in the caregiver tags and see if they have the tag “VETTED”  
This means that the caregiver has been backchecked and is ready for work.  
We CANNOT send a caregiver who has not been  VETTED , TO WORK.  The only exception is in 
emergencies and confirmed by Timothy or Sandra***  
 
Generally, before using a caregiver we must ensure that they have been ORIENTED and VETTED . 
 
If time is pressing and you need to use a caregiver right away. Use the option “Have Tags” and 
tag “Vetted” In care finder ( See highlighted section above ) This will show us all of the caregivers 
who are ready for work!  
 
Option #2 is the infamous BLAST OPTION  
 
This option can send a message to EVERY CAREGIVER.  
1: Click o n the “Caregiver” Tab on the top, ( Located right next to the “care finder” tab)  
2: Go to Show and select “All” ( this way you can see all of the options )  
3: Click “Select All” and then click on “Send Message”

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Messaging Caregivers  
 
When messaging caregivers  about new clients or available shifts, always keep it simple.  
1) Write a subject (ex: Available shift, URGENT SHIFT, Ov ernights, New Client )  
2) Write a message according to the demand. Always check for mistakes, and then SEND  
Ex: Hello everyone! I have a client who is located in the area of Laval H3x 1p3. Client needs care 
on Monday Tuesday and Friday from 8am -5pm. Please  let me know if you would be available. 
Thank you

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All message responses will come in as emails to your HCA gmail account. You can open the email 
and reply to the caregiver through email or you can go to clear care and message the caregiver 
individually by clicking on the caregivers name Via the Dashboard or writing their name in the 
search bar in Clear care. Then simply click on the caregivers phone number which will open the 
“Send A Message” Option.  
 
 
Example of Message responses in email:  
 
 
 
                                                             Picking the right caregiver  
 
Each client is unique and requires a specific caregiver. During the assessment, the care manager 
will identify what kind of caregiver is needed. Personality, qualific ations, sex, language ext. It is 
up to us to match the correct caregiver with the client.   
All caregivers are assigned “TAGS” when being built in the system. ( Human Resources ( Mariel 
and Stephanie) will be in charge of assigning tags and building caregi vers)  
 
 
 
 
If you are looking for a specific caregiver i.e. PAB, French speaking, male, driver ext. Tag 
accordingly when sending “blasts” or messaging caregivers from Care Finder.

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Confirming C aregivers  
 
So you have  identified your caregiver!  You have notified the care manager. You have ensured 
that the caregiver has been vetted and oriented. Now you must confirm your caregiver!  
 
1: Send a message to the caregiver . 
When sending a message. Includ e the clients name, address, schedule confirmed, and the clients 
care plan .  
Ex: 
Thank you Jaspreet! You are confirmed to work Monday to Friday from 3:30pm -11:30pm 
regularly with Mrs . Trina Berenson. Your first day will be Monday April 8th. She is located at 400 
Lansdowne Apt 104 Montreal, QC H3Y 2V3. I have attached her care plan below. Please ensure to 
read it before your shift. Thank you   
 
You can access the clients care plan on the Drive. Save it as a PDF and attach the document in 
the message. There is an “Attach a File “option in the message box on the bottom left side.  
 
* In some instances the attachment does not work through Clear Care. Copy the caregivers email 
(which you will find on their profile) and send them an email through your HCA gm ail account. 
Attach the care plan there and send. Refer the caregiver to check their emails.  
 
Once you have done this task and have confirmed the caregiver and sent them the care plan, 
have the care manager review the care plan with them over the phone. O nce this is done, refer 
back to the client File Checklist and Initial off the boxes “Sent caregiver care plan” and 
“Confirmed Caregiver received care plan”  
 
 
 
                                                 Clock in and Clock out Tracking  
 
A big part of o ur job aside from staffing shifts is actually ensuring that the caregivers SHOW UP!  
There are a couple different ways that caregivers can clock in : 
1st) They can use the clients phone ( or cellphones if authorized ) by calling the clock in number ( 
which is on the back of their ID badges)  
2nd) There is a caregiver app that they can download on their phone that allows them to clock in 
when they arrive  
 
If a caregiver misses there clock in  or out , automatically after 15 minutes of the shift start time,  
the caregiver will receive a message alerting them that they have missed their clock in /out . The 
shift will turn RED on the dashboard, and an email will be sent to everyone in the office notifying 
us that someone has missed there clock in /out   
Missed Cloc k in procedure:  
We must follow up with the caregiver by calling them right away either on their cell phone, or at 
the clients home to check if they are there. If they are there,  we must instruct them to clock in

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right away and then we can adjust the time m anually.  
 
To adjust a clock in time. Click on the shift  ( It may be red if it wasn’t clocked in or it may be 
yellow, if they clocked in, but it was a late clock in )  
 
RED SHIFT:  If the shift is red and it was not clocked in, and we have confirmed that the  caregiver 
is there. We can click on the shift, click the option “Clock In” and then adjust the time 
accordingly.  
 
                  
 
YELLOW SHIFT : If the shift becomes Yellow after they have missed there clock in, and they 
clocked in late. We can adjus t it for them. Click on the shift, Click on “Edit” and then adjust 
accordingly  on the left side . Click on the blue “Scheduled” button to role the shift back to it’s 
original start time  and save.  
 
 
    
 
 
Now for clock outs . Clock out times are not as pressing as the clock ins, because at least we know 
that the caregiver was there! But still very important because this is what drives the caregivers 
pay and how we know how much to bill the client.  
 
Clocking out is generally the same process, using the cl ients phone or the application. The only

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difference for a clock out is that the caregivers must leave a report of how the shift went.  
 
If the caregiver has missed there clock out, we must follow up to see what time the caregiver 
clocked out. Ask the m to cl ock out and adjust accordingly if need be.  
 
RED SHIFT:  A missed clock out will always be red. If we have confirmed the end time of the shift 
with the caregiver, we can click on the shift, click the option “Clock Out” and then adjust the 
time accordingly on  the right side  
 
     
 
Green SHIFT:  All complete shifts are green. So i f the caregiver has clocked out late and they have 
called the office to advise, the shift will still be green. We can go to the shift and adjust the clock 
out as.  Click on the shift, Click on “Edit” and then adjust accordingly. On the right side you can 
click the blue “scheduled” button and it will revert to the scheduled end time. If they finished 
earlier or later, adjust the time accordingly by writing it in.  
 
  
 
If a caregiver clocked in or out at a time other than the scheduled time , please  remember to  put a 
note on the shift indicating why they were late!:)  
 
We must keep track of caregiver clock ins and outs . If a caregiver is consistently being late, we 
must notify Human Resources and they will received a reprimand later for tardiness.