In Care+ a visit should be marked as "Missed" with a specified reason, when it cannot be fulfilled or is cancelled. The details for these visits & schedules can be reviewed in the Missed Visit Report and provide context to missed revenue as well as trends in cancellations.
When a visit is marked as "Missed" it will not be automatically displayed in client & caregiver calendars nor shown in their timesheets. Thus you are unable to approve the visit and complete Billing and/or Payroll.
Please refer to the 3 following scenarios and the best practices to address them when billing and/or payroll needs to be completed on visits that did not occur. The 3 scenarios include:
1. A visit is marked as "Missed", need to pay the caregiver and not bill/invoice the client.
2. A visit did not occur, need to pay the caregiver and bill/invoice the client.
3. A visit did not occur, need to bill/invoice the client but not pay the caregiver.
Scenario 1. A visit is marked as "Missed", need to pay the caregiver, and not bill/invoice the client.
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From the Accounting > Payable Caregivers screen, click on the respective caregiver's name to show the details of the approved timesheet of the specified pay period.
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Select "Add Additional Item" and add the Date, Category (ex. Cancelled Visit Pay), and Amount as well as any details for the missed hours to show as a line item on the caregiver's payroll. This will not impact the hours or add OT on the caregiver's schedule either.
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To find the Missed Visits where a caregiver needs to be paid, go to the Reports tab > Missed Visit Report, enter the Date Span for the payroll period and choose the 'Select Columns' option to add the Description field to the Missed Visit Report.
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Using the example from above, we see the Missed Visit from April 4th that has the Reason 'Client Cancelled' and the Description 'Cancelled in less than 24 hours'. We can then the take the scheduled hours and multiply that by the caregiver pay rate for that specific Job Type, and that will be the Amount added as an Additional Item to the caregiver's payroll.
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Scenario 2. A visit did not occur, need to pay the caregiver and bill/invoice the client.
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- Navigate to the visit Schedule Details and select the Check In & Out button. Choose the Manual Check In/Out Reason 'Bill & Pay - Missed Visit' and enter any additional description.
We also recommend adding Comments to the visit for additional context and the details for the Check In/Out Reason will appear at the bottom of the Schedule Details as well.
Approve the Visit, so that billing and payroll can be completed accordingly.
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To find the visits that fit this use case, navigate to the Schedule Report and enter your accounting period then set a Filter for 'Manual Check in/out Schedules' and set to 'Yes'.
The visit in the example above is highlighted below
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Note: To add a Manual Check-In/Out Reason, log into the Admin view and from the Other Settings tab > Manual Check-In/Out Reasons, select 'Add Reason' and set for Private Pay/Client Pay.
Scenario 3. A visit did not occur, need to bill/invoice the client but no pay to caregiver.
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Navigate to the visit Schedule Details and from the Caregiver dropdown select a caregiver profile that has no pay rate i.e. Non Payable Caregiver
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The Pay Rate field will then update to 0.00 since this the designated pay rate for the caregiver
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Navigate to the visit Schedule Details and from the Caregiver dropdown select a caregiver profile that has no pay rate i.e. Non Payable Caregiver
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- Approve the Visit, so that billing can be completed accordingly.
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