Customer

Your work centers around your customers.

Customer Center

Your customers are your main concern. Your agency strives to provide the best service to its customers. The Fieldworker platform lets you define, manage, and easily access customers' contact information, set communication preferences, billing terms, etc.

• Create multiple customer contacts, phone numbers & email addresses

• Set up multiple service locations, etc., on file

• Review notes, documents, images & view history at a glance

• Manage customer goals and associate tasks that will be performed to achieve these goals

The Customer page is accessible to all platform users, regardless of their role. The admin users of an agency have access to all the customers (and their records), other employees have access to only those customers that are either assigned to them directly, or indirectly (to an employee managed by them).

The customers are organized and can be accessed based on their status (Active, Inactive, or Prospects, etc.). The list could be sorted by their name or by their joining date. The list of customers can be accessed as a drop-down in the top left of the window.

Various tabs in the main panel show details about the selected customer. The screenshots below explain various features of a customer.

Goals

The Goals tab shows any and all goals that have been created for this customer as part of their person-specific planning process. The progress for each goal can be individually tracked and accessed from this tab.

Service Authorizations

Your agency usually provides services against a prior authorization. This tab lets you see all the authorizations for this customer in one place. The authorizations are presented monthly, and the page allows you to navigate prior or future months.

This tab is available if your agency is a Service Provider company.

Notes

The Fieldworker platform lets you add, organize, and manage any notes associated with a customer in one place. The platform allows your agency and employees to take text or audio notes. These notes may be associated with a specific task or may be generically associated with the customer.

Files

The fieldworker platform allows an agency to keep all artifacts and documents related to a client in one shared space. The Files tab on the Customer screen presents all documents related to the current selected customer in one place.

You could view the documents in either a list view or in a preview mode.

People

It usually takes a village to care for a loved one.

The Fieldworker platform lets your agency organize all relevant members of the care group for each of your customers. This lets you have a full 360-degree view of the support team, and is a key contributor to success in person-centric planning.

The staff from your agency working with the customer and all other people in the care group are organized and are seen separately.

Task

The Fieldworker platform captures all work and services performed as a task. The task in Fieldworker has and captures everything that is useful or can be used in planning services for your customer, managing the shifts and workload for your employees, calculating payroll, and generating accurate claims for billing.

The Tasks tab for a customer displays all the tasks (completed or planned) for the currently selected customer.

Project

The projects in the Fieldworker associate a customer with its paying source. This allows an agency to appropriately capture goals, needs, and plan the services. This also helps route the claims to the appropriate payer for accurate billing.

MT

This tab is available if your agency is a Support Coordination company in New Jersey. The Monthly Monitoring Tool is a document completed by the Support Coordinator every month. This tab provides access to all prior MTs produced for this customer.

Clicking the icon displays the appropriate MT in a window. The user may then save or print the document, if needed.

Any follow-up comments associated with the MT are also available to view.

Forms

The Fieldworker platform allows an agency to create and use custom forms using its form builder. An agency may choose to associate a form with a task, allowing its employees to capture relevant data fields needed to manage the service, meet the payer requirements, or for any other reason. This tab provides access to all forms ever associated with/filled for the selected customer.

Clicking the form icon, associated with a task .. will bring up the form for viewing. The user may also choose to print the form, as needed.

Needs

Capturing the specific user needs is an integral part of person-centered planning. The fieldworker platform allows an agency to capture, manage, and view all needs-related information on the needs tab for the selected customer.

This form captures the Support needs for a customer.

Employment-related needs, if any, are captured in the form below.