# Customer

## **Managing customers**

FieldWorker lets you capture all the important details about your customers. Your customer is likely to be an individual, but FieldWorker also lets you add a company or organization as a customer.

For each customer you add to FieldWorker, you'll be able to capture the following key information:

1. Is this an individual customer or an organization/company?
2. Their unique ID as assigned to them by the state (DDD)
3. Their first and last name
4. Their primary address
5. Their primary phone number
6. Their goals and progress toward it
7. All forms and documents for the client
8. All contacts such as parents, guardians, and doctors

A customer may have multiple contacts as well as multiple locations. Each project will be tied up to a customer, and each task will reference both a customer as well as a location.

Use the [Customer center](https://fieldworker.gitbook.io/fieldworker-docs/fundamentals/pages/customer) to see all customer's details, notes, and tasks in one place.

{% embed url="<https://www.loom.com/share/14507b5cd3e146098900c945e6736ac6?sid=58204384-8552-44e0-9ec5-1c541c61d0ad>" %}

### Adding new clients

Admin users have the ability to add clients to FieldWorker. There are multiple ways to capture information about your customers in the system. You could import your customers using one of several formats supported by the Fieldworker, or alternatively, you can enter details about customers, one at a time.

Here's how:

#### Go to "New" in the sidebar

This is the control center of FieldWorker, where you can add just about anything you need, from clients and contacts to projects and employees.

To add clients, choose "Customer"

#### Fill in the client's demographic details

Fill out the information in the form. This includes the name, phone number, and address of your client.

There's also a field for the client's unique ID as assigned to them by the DDD.

Here, you'll also see you have the option to add a client who is a company in addition to an individual.

![](https://1895083124-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFKFmA5xK4sMCcp1WP4Kc%2Fuploads%2FGh349ukAEUg6cIeg4C4a%2Fscreenshot-app.fieldworker.ai-2024.02.22-23_22_20.png?alt=media\&token=e7c1ec67-474c-4ac9-b4cb-4219f78fce6c)

#### Enter other relevant details

In the "Other Details" tab, you'll have the option to enter other important information, including the date you began working with this client, their current status (i.e. are they currently an "Active" client?), and who their related project manager is – that is who on your team is principally responsible for working with them.

![](https://1895083124-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFKFmA5xK4sMCcp1WP4Kc%2Fuploads%2FBcUgApPehkOhGosizawX%2Fscreenshot-app.fieldworker.ai-2024.02.22-23_32_51.png?alt=media\&token=24b50900-6edb-4298-b99d-3fe45e845a4b)

#### Create customer!

Then, click on "Create customer", and your client will be saved to the database.

## Customers in the Fieldworker

Customers are assigned several attributes that help manage various functions within the platform. Some of these attributes may have been assigned in an external system, but are also kept in the Fieldworker.

### Project

All jobs, works, and tasks for a customer in the Fieldworker are organized under a [project](https://fieldworker.gitbook.io/fieldworker-docs/fundamentals/concepts/project). A project in the Fieldworker associates a customer with a payer. &#x20;

### Goals

For all your customers, whether you provide them a service, coordinate all services, or possibly manage them as a case manager, you can capture all their goals for the current year and/or plan in one place. &#x20;

* Track outcomes, goals, and related information by individual per service
* Link goals to authorizations so only the correct goals appear when each service is being documented
* Show an individual’s progress over time with goal reporting
* Access an organization-wide view of the goal progress of all individuals

### Customer Status

All customers in the platform are assigned a status. A customer with at least one 'Ongoing' plan is considered an '**Active**' customer. A customer with no 'Ongoing' plan is assigned the status of an '**Inactive**' customer. An inactive customer may have had a plan, that may have expired or have been completed. The customer with a plan that is yet to be approved i.e. 'Initial Plan', and a plan that is yet to be renewed i.e. 'Late renewal' may be considered an active customer for demographic purposes.

A new customer with no active plan and assigned manager is assigned a '**Prospect**' status. This could be used to manage your target customers. If a customer is no longer engaged with your agency, it is assigned a '**Dormant**' status. There might be several possible reasons to have a customer classified as dormant. The customer may have lost their eligibility, may have deceased, or may have transferred out to a different agency.

### Customer Locations

All locations where a customer lives, attends classes, spends time, or gets services can be associated with a customer. All such locations are then available to be associated with a plan (or project) for a customer. &#x20;

### Customer Tasks

In the Fieldworker, you may restrict a customer to be only allowed or permitted to receive certain services. This may either be dictated by the plan or a payer. Having a list of allowed tasks constrains your staff to not be able to book a service that may not be permitted for the customer. The permitted services for a customer can be added by editing a customer's details from the [Customer Center](https://fieldworker.gitbook.io/fieldworker-docs/fundamentals/pages/customer).

<figure><img src="https://1895083124-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFKFmA5xK4sMCcp1WP4Kc%2Fuploads%2F6Sl36ihqjxAmDGSR7Vi1%2Fscreenshot-app.fieldworker.ai-2024.02.23-01_36_41.png?alt=media&#x26;token=4357a842-7db3-4b72-b72a-c1e79cfd0428" alt=""><figcaption></figcaption></figure>

### Customer Contacts

A customer's life centers around its circle of care. This consists of family, friends,  professional caregivers, and other health workers. The Fieldworker platform allows you to associate any number of [contacts](https://fieldworker.gitbook.io/fieldworker-docs/fundamentals/concepts/contacts), either from your agency or external contacts. The system keeps the name, the relationship with the patient, and the contact information such as a phone number and address for each external contact.

### Customer Authorizations

Service authorizations tie everything together: When your staff completes a task, or its documentation, those notes are tied directly to authorizations in the system. In the customer's profile, authorizations are linked to tasks types and plans. This makes reporting and billing connected and easy.&#x20;

* Capture all standard authorization data including service hours/units, dates and funding sources
* Supports unit or time-based and outcome or milestone-based authorizations
* Milestone tracking with rates, complete/incomplete dates, invoicing and reporting
* Automatically tracks authorization hours and sends reminders when the authorization runs low on hours or is about to expire.
* Authorization hours can be limited on a daily, weekly or monthly basis.
* Track usage by day/week/month, and display exact usage to staff when completing their logs
* Run reports to view historical authorization usage, and forecast new authorizations to help plan service delivery

### Customer Notes

Keeping good notes about your customer interactions is the hallmark of the success of a good agency. These notes allow your staff to provide the best service to a customer and allow you to maintain requisite documentation for billable for your payer. The recent notes are accessible from the overview tab, and all existing notes may be viewed from the NOTES tab.

The Fieldworker platform also allows your staff to now add [voice notes](https://fieldworker.gitbook.io/fieldworker-docs/fundamentals/faq/how-to) to a customer.

### Customer Forms

The Fieldworker platform allows you to manage all forms filled, and related to a customer, including service documentation, task verification, and any other similar documents that may be required for audit purposes. The Fieldworker mobile app may also be used to add a form to the customer center.

### Customer Artifacts

The Fieldworker platform allows you to manage all documents related to a customer, including plan documentation, task verification, and any other similar documents that may be required for audit purposes. The Fieldworker mobile app is a primary way to add a document to the customer center.

All documents are automatically organized into a  very intuitive [Document Center](https://fieldworker.gitbook.io/fieldworker-docs/product-guides/document-center) allowing your agency to manage, store, and organize documents for quick and easy retrieval.

<figure><img src="https://1895083124-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFKFmA5xK4sMCcp1WP4Kc%2Fuploads%2FUnb0SXYJxtmrrG3S3FEP%2Fscreenshot-app.fieldworker.ai-2024.02.23-01_54_01.png?alt=media&#x26;token=ea00e4b3-1ec5-435d-bc5b-bd3c03d68490" alt=""><figcaption></figcaption></figure>

The Fieldworker platform keeps following information about a customer.

• Name&#x20;

• Waiver Program&#x20;

• Active Plan Allocated&#x20;

• Active Plan Budget&#x20;

• Active Plan Expended

• Active Plan Version&#x20;

• Address&#x20;

• Age&#x20;

• Contact Phone&#x20;

• Date of Birth&#x20;

• E-mail&#x20;

• Status&#x20;

• County&#x20;

• Current Plan Allocated&#x20;

• Current Plan Budget&#x20;

• Current Plan&#x20;

• Current Plan Status&#x20;

• Due Date&#x20;

• Current Plan Version&#x20;

• Functional Criteria Met&#x20;

• Gender&#x20;

• Last Assessment Date&#x20;

• Last Monthly Contact&#x20;

• Medicaid Eligibility&#x20;

• Medicaid End Date&#x20;

• Medicaid ID

• Medicaid Program Status Code

## Customer Center

For more details, see [here](https://fieldworker.gitbook.io/fieldworker-docs/fundamentals/concepts/customer)&#x20;

<figure><img src="https://1895083124-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFKFmA5xK4sMCcp1WP4Kc%2Fuploads%2FTFL5pUgTKIxFz8iedtTn%2Fscreenshot-app.fieldworker.ai-2024.02.22-23_48_18.png?alt=media&#x26;token=f0f95ef4-2814-4989-a375-6a951c306094" alt=""><figcaption></figcaption></figure>
