Customer Dashboard

Insights into customers

The Customer Dashboard within the BI DASHBOARDS section provides a deep-dive, 360-degree view of an individual client’s profile, engagement history, and clinical progress. Unlike the aggregate views of the Demographics or HR dashboards, this tool is designed for Case Managers and Clinical Supervisors to monitor the specific health and service delivery of a single individual.

1. Selection & Core Profile Details

At the top of the CUSTOMER tab, you must first use the Select Client dropdown to load a specific individual's data (e.g., Andre Fuego Mandana Maya). Once selected, the dashboard populates the following:

• Demographic Snapshot: Displays the client's Name, Address, Date of Birth, Gender, and the date they joined the agency.

• Clinical Coding: Lists the Primary and Secondary Diagnosis Codes.

  • Use Case: Emergency Prep. Quickly verifying a client's address and basic health identifiers during a crisis or when coordinating with external medical providers.

  • Data Integrity Use Case: Identifying "Empty" diagnosis fields that need to be updated for billing compliance.

2. Engagement Metrics (Recent & Historical Contacts)

This section provides a summary of how active the agency has been with the client compared to their historical average:

• Most Recent Contact: Displays the exact date of the last interaction.

• Contact Frequency: Compares the number of contacts in the last month (e.g., 6) against the client's monthly average (e.g., 11.1).

• Case Notes & Artifacts: Tracks how many new progress notes or files (artifacts) were uploaded recently vs. the average.

  • Use Case: Risk Identification. If the dashboard shows "0 new notes" when the average is much higher, it alerts a supervisor that the assigned fieldworker may be falling behind on documentation or that the client is experiencing a lapse in service.

3. Care Coordination & Goals

This section highlights the human and strategic elements of the client's care:

• Service Team Members: Lists all staff assigned to the client (e.g., Kristina Allen, Rami Bazoqa).

• Current Goals and Progress: Identifies the specific focus of current interactions, such as a Personal Support Plan or specific targets like AR ISS 8 Goal.

  • Use Case: Team Alignment. New staff members assigned to a case can use this section to immediately see who their teammates are and what clinical goals they should be prioritizing during visits.

4. 12-Month Performance Trends (Visual Charts)

The bottom of the dashboard features four interactive graphs that track activity over a rolling year:

• Encounters (Tasks Created): A line graph showing the volume of tasks/visits per month. (e.g., seeing a spike to 36 encounters in November).

• Case Notes Added: Visualizes the consistency of documentation.

• Artifacts Uploaded: Tracks the frequency of document/image uploads (e.g., signed forms or medical records).

• Claims Submitted: Shows the billing activity associated with this specific client.

  • Use Case: Audit & Utilization Review. If an auditor asks for proof of consistent service, these charts provide a visual "proof of life" for the case, showing that activity (Encounters) matches the billing (Claims).

Summary of Potential Use Cases

Category	Practical Application
Supervision	Checking if "Encounters" are high but "Case Notes" are low, indicating a need for documentation training for the service team.
Clinical Review	Reviewing the "Current Goals" before a quarterly ISP (Individual Service Plan) meeting to ensure progress is being made.
Billing Reconciliation	Comparing the "Claims Submitted" chart against the "Encounters" chart to ensure every visit resulted in a successful claim.
Staffing	Using the "Service Team Members" list to ensure the client has a diverse and appropriately credentialed team assigned.