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 Clients (Customer) page is the primary command center for individual case management within FieldWorker. It is designed to provide a 360-degree view of a service recipient, ranging from their basic medical data to real-time activity logs.

Layout & Navigation

The page is organized into a header for quick identification and a series of sub-tabs for deep-dive management.

The Header

At the very top of the page, the header allows you to navigate the entire client database before diving into a specific profile:

• Clients Search Bar: A predictive text field to quickly find a specific client by name.

• Status Dropdown: Filter your view by Active, Inactive, or Pending clients to keep your workspace organized.

• Sort By Dropdown: Organize the client list by Name, Created Date, or Recent Activity to prioritize your workflow.

• NEW CUSTOMER Button: A high-visibility action button to initiate the intake process for a new individual.

Identity Section

• Client Name: Prominently displayed (e.g., Andre Fuego Mandana Maya).

• Quick Action Icons: Located next to the client's name, these icons allow for immediate interaction:

  • Send Message (Paper Plane): Initiate direct communication with the client or their circle of care.

  • Edit Profile (Pencil): Modify core demographic or contact information.

  • Photo Gallery (Image): View or upload ID photos and relevant visual documentation.

  • QR Code (Grid): Generate/View the unique QR code used for EVV (Electronic Visit Verification) and on-site clock-ins.

• Core Data Fields

  • Identifiers: Displays Customer ID, DDID (Developmental Disabilities ID), and Status.

  • Contact Info: Direct access to Email, Phone, and Primary Address.

  • Clinical Context: Lists Date of Birth, Gender, and Diagnosis Codes (ICD-10) to ensure staff are aware of specific medical needs at a glance.

  • Compliance Dates: Includes Medicaid Eligibility dates and the Acquired Date (when they joined your agency).

• Demographics: Lists Date of Birth, Gender, and Diagnosis Codes (ICD-10) for immediate clinical context.

Detailed Tab Breakdowns

The horizontal menu allows you to toggle between different facets of the client’s profile:

Tab	Purpose
Overview	A dashboard summary of time spent, task types, and recent voice/text notes.
Projects	Lists all active service authorizations or specific work programs assigned to the client.
Tasks	A granular list of pending and completed actions (e.g., Home Visits, Phone Calls).
People	Manages the "Circle of Care," including family contacts and preferred employees.
Files/Docs	A secure repository for IEPs, medical records, and signed consent forms.
Notes	Centralized log for Voice Notes and Incident Reports created by field staff.
Authorization	Tracks service hours, units approved by the state/payer, and expiration dates.
Goals/Needs	Documents the specific outcomes and support requirements outlined in the ISP/Plan of Care.
Preferences	captures non-clinical data like hobbies, triggers, or specific routine requirements.
Health	Detailed medical history, medication logs, and allergy information.

Sidebar Modules (Right-Hand Pane)

The right side of the screen provides a "Snapshot" of engagement metrics: functions as a real-time analytics dashboard for that specific client:

• Projects Overview: A summary widget showing the total Time Spent on Tasks (e.g., "6 months spent on 165 tasks") to track service utilization.

• Collapsible Folders:

  • Phone Numbers: Lists all verified numbers for the client and their guardians.

  • Locations: Pinpoints the primary service location or home address.

  • Task Types: A comprehensive list of services provided, such as CBS Visits, Home Visits, and Telemedicine.

  • Preferred Employees: Shows staff members designated as "preferred" by the family to ensure person-centered scheduling.

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.

Recent Activity & Voice Notes

At the bottom of the Overview, you will find a feed of the 5 most recent notes.

• Voice-to-Text Integration: If a field worker recorded a voice note, you can play the audio directly from this screen or read the transcribed text.

• Attribution: Every note displays the date, time, and the specific staff member (e.g., Tiffany Alexander) who created it, ensuring a clear audit trail.

FieldWorker & AbilityHub Integration

The Customer page acts as the "Source of Truth" that feeds the family app:

• Real-Time Progress: Notes marked as "Visible to Family" in the Notes tab instantly appear in AbilityHub.

• Schedule Transparency: Any project or task scheduled here populates the family's shared calendar.

• Compliance: The Medicaid Eligibility and Acquired Date fields ensure that the agency only bills for active, eligible participants.

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).

Adding a new customer

To add a new customer in FieldWorker, click the NEW CUSTOMER button at the top right of the Clients page. This opens a dual-tab modal that ensures both essential identity data and administrative metadata are captured.

Tab 1: Personal Details

This tab focuses on the core identity of the client. These fields are high-priority for EVV compliance and HIPAA documentation.

Field	Necessity	Importance
Entity Type (Org/Individual)	Mandatory	Determines if the record is for a person or a provider. Most care recipients are marked as Individual.
First & Last Name	Mandatory	The primary identifiers used across all reports, timesheets, and the AbilityHub app.
DDID	Mandatory	The Developmental Disabilities ID is a unique state-issued number required for Medicaid billing and authorization tracking.
Gender	Mandatory	Necessary for clinical accuracy and meeting state reporting requirements.
Date of Birth	Mandatory	Used to verify identity and calculate age-based service eligibility.
E-mail	Mandatory	Acts as the login username for the family if they are invited to use the AbilityHub.
Address	Mandatory	Used for GPS-validated EVV (Electronic Visit Verification) to ensure staff are at the correct location.
Phone	Mandatory	The primary line for system notifications and direct contact from the field staff mobile app.

Tab 2: Other Details

This tab captures the administrative and regulatory dates that govern how the agency manages the case, and is also used to record the regulatory dates, service programs, and demographic data necessary for state-mandated reporting and billing.

Field Name	Type	Necessity	Description & Importance
Acquired Date	Date	Optional	The date the client officially started with your agency. Used for internal growth tracking.
Medicaid ID	Text	Mandatory	The unique identification number for insurance billing. Essential for generating clean claims.
Status	Dropdown	Mandatory	Usually defaults to Active. This determines if the client can be assigned to staff schedules. Use "Pending" during the intake phase.
Customer Type	Dropdown	Mandatory	Typically set to Individual for care recipients.
Project Manager	Dropdown	Optional	Assigns an internal staff member responsible for overseeing this client’s entire care plan.
Private Payer Responsible	Dropdown	Optional	Identifies who is financially responsible if services are not covered by Medicaid (e.g., Self, Family).
sign_page_date	Date	Mandatory (*)	The date the signature page of the ISP or service agreement was signed. Critical for audit compliance.
last_assess_date	Date	Optional	The date of the last clinical or state assessment. Helps track when a reassessment is due.
renewal_date	Date	Optional	The date the current service plan or authorization is set to expire.
MedicaidEndDate	Date	High Priority	The expiration date of the client's Medicaid coverage. Used to trigger alerts to prevent unbillable shifts.
Agency AssignDate	Date	Optional	The specific date the state or lead agency assigned this client to your organization.
DDD_tier	Text	Mandatory (*)	Refers to the budget or care tier assigned by the Division of Developmental Disabilities.
diagnose_code	Text	Optional	Primary ICD-10 codes related to the client’s condition. While optional for the profile, they are often required for specific clinical authorizations.
waiver_program	Text/Drop	Optional	Specifies which state waiver program the client is enrolled in (e.g., Community Care Program).
County	Text	Optional	Used for geographical reporting and determining regional service rates.
Race / Ethnicity	Text	Optional	Demographic data required for federal and state civil rights reporting.
TransferOut Reason	Text	Optional	Used when closing a file to document why a client left the agency (e.g., moved, switched providers).

• [PERSONAL DETAILS] Tab: Click this to return to the first screen to edit Name, Address, and Contact info.

• [CREATE CUSTOMER] Button: The final action. This button remains inactive until all fields marked with an asterisk (*) are completed.

• Dismiss (X): Located at the top right, this will close the modal and discard all entered information.

Note on Compliance: Fields like sign_page_date and DDD_tier are specifically flagged as mandatory because they are often the primary cause of claim denials if left blank in the Clients record.

Controls and Navigation

• CONTINUE Button: Validates that all Mandatory (*) fields are filled. If a field is missed, the system will highlight it in red.

• Close (X): Discards the entry. Note that data is not saved until you complete both tabs and hit the final "Save" or "Submit" button.

• Tab Switching: You can click between PERSONAL DETAILS and OTHER DETAILS at any time during the entry process to verify information.

Pro-Tip: AbilityHub Integration

The email address you enter in the Personal Details tab is the key that unlocks the AbilityHub ecosystem. Ensure it is a valid email for the client or their legal guardian, as this is where their invitation to the "Circle of Care" will be sent.