Ticketing Departments

• Forcura/HCHB/Pointcare/RSL/Direct Connect- Everything related to these 5 products and hair care tips, coffee shop recommendations, camping spots, sunsets
• IT Support- Printers, Broken Tablets, New Tablet Requests, Farm Issues, Lame Jokes
• Property Management- Toilets, Furniture, AC, Bugs, etc

HCHB/Forcura/RSL/Forcura/Direct Connect

Forcura- This section is for ALL things related to Forcura. 

• Attachment Issues- You will use this if you are having issues with getting a document to attach in Forcura
• Direct Connect- Send questions or issues with Direct Connect here
• Fax Issues- For all Fax related issues in Forcura
• Unable to process order- Having issues with an order? 
• Other Forcura Issues- Have a Forcura issue not listed above please use this. 

Patient-This section is for ALL things outside of Scheduling, Workflow, and Referrals 

• Demographics changes: Have the wrong patient Name, DOB, SSN, MBI…we got you
• Override Access:  Need to override OASIS changes for a nurse that is not available? Submit them here, one ticket per visit you are needing to override OASIS changes on. Why? Tracking! ????
• System Errors Not Related to Workflow: Have a visit the nurse completed but it’s stuck in Lalaland? 
• Home Health: Patient related items specific to Home Health
  • No Billable Visits in a period- Please do not use this if the patient had a payor change, please use this for payor changes ???? More details will be released soon
  • OASIS Question Changes- Not related to DX or physician changes
  • Order Issues-NOT related to a ROC or 485
  • Other Patient Related Issues
• Hospice: Patient related items specific to Home Health
  • Addendum Console
  • Bereavement 
  • IDG
  • Orders
  • Other Patient Related Issues

Payor Change: For Admitted patients who have had a payor change mid-episode.

Did the payor change after we admitted the patient? Submit here!! If the patient has not been admitted but the payor is wrong, please submit this under referral reset.

Pointcare/RSL- App issues including Visits/Calls still on the tablet

• Pointcare- Please do not submit a ticket if it is a same day patient care issue. 
  • Send visits back for inactive employee: Did the nurse leave without notice and still has several visits on their tablet? I can now remove without logging into the tablet
  • Misc: All other Pointcare issues here 
• RSL
  • MIsc: All RSL issues here 

Referral All things referral on a patient that has not been admitted. 

• Referral Reset- Found out the patient has MCR instead of Zebracakes HMO PFFS PPO MCR ADV. Send it over so we can reset that workflow for you! 
• Reverse Non-Admit: Have a patient that you nonadmitted this month and they have changed their mind? Let’s reverse it! 
• MCR Eligibility-New Branches Only: Currently for Amarillo, Weatherford, and Waxahachie 
• Initial Branch Charity-New Branches Only: for new startups only.
• Duplicate Referral: Oops, was the patient already on service? Send it over we will get it removed! 

Scheduling: Anything related to a completed visit that is not on a tablet. 

• Almost Complete: Have a visit the nurse completed but it’s stuck in Lalaland? 
• Late Recert: Have a RCT that needs to be move to the new cert? 
• Insufficient Authorization: Have you exhausted all of your brain power trying to figure out why you can schedule? We got you! 
• Home Health
  • Visit Changes
    • Late charges: Have visits you need to verify but the claim is billed? 
    • Make Visit Nonbillable Billed visits that need to be made nonbillable.
    • Service Code Change-Not Nursing Most commonly will be used for visits that are billed but verified under the wrong service code. PT01 to PT19
    • Visit Date Change If you a visit verified on 1/10 but it should be 1/11 and now its billed
    • Visit Time Change: Did time attempted traveling occur during the visit? We can set you back to the correct time! 
    • Worker Change: Accidentally verified that PT33 as Bobs therapy company instead of Dill Pickles therapy? Got you!
  • OASIS Changes
    • Recert to DC-Visit Did you recert the patient get recerted and now the doctor is being super nice and refusing to sign for the new cert? RN02 to RN18
    • Recert to TIF Pt hospitalized after the RCT took place and there are no billable visits. RN02 to RN11 + RN44
    • Recert To DC-NO Visit:  This would be a Recert to a RN11 and finally a RN66 
  • Visit Deletion 

• Hospice
  • HIS We never hear from you hospice, we love you and miss you
  • Bereavement IDG drama llama, we are here for you…unless its urgent please call us
  • Visit Deletion 

Worker All things related to Worker Console

• Add/Remove Branch Access: Need to have branches added or removed from your profile? Send it here! 
• Analytics Access:  Lost your ability to view analytics? 
• Assign Additional Courses: Need to assign an existing employee access to another role? Example: Scheduler to Intake
• Clinical Supervisor Tablet Access: Need your clin sup to help cover visits in the field? Please understand this has to still go to Sheila and Tamera for approval once the ticket is submitted.
• Hospice MD Setup-  Hire a MD? Get your email access and promisepoint logins here!
• Prehire Courses: Have a bonusing employee who would like to complete courses before hire. This must be approved by the powers that be before this is submitted to the helpdesk. 
• Promisepoint Courses Complete: Has your employee completed all courses? Please submit that here
• Add/Remove Rapid Reschedule- Have an employee who needs to have Rapid Rescheduled removed or added..You guessed it
• Incompatible Patients: Have a nurse that never ever wants to see a nurse again? Managers/DONs can submit that here!
• Other Worker Permissions
• For Helpdesk use Only*PAF- Please do not use this

Workflow Anything workflow related

• Delete workflow The following are all workflow items that are just chilling on your workflow that either done need to be processed or are duplicates! 
  • Assign Evaluation Documentation
  • Discharge Patient that is still inpatient at eoe
  • Document preclaim eligibility
  • Other
• Reset Workflow The following items are when we need workflow reset! 
  • 485 Home Health
    • DX Change 
    • Physician Change
  • ROC Home Health
    • Review ROC Evaluation Documentation
    • Review/Edit Approve Held ROC Order
  • CTI-Hospice
  • F2F-Hospice
  • POC-Hospice 
• Other Workflow Issues

Misc Items not related to a patient or worker

• Add/Edit Provider- Need a provider added that is already in the system under another branch? 
• Analytics Issues – Analytics acting a fool?
• Payroll Issues-HCHB- Employee not showing up for payroll?
• PECOS issues- Have a provider that is showing not PECOS enrolled but you were pinky promised they were? 
• Report Manager- Report questions/Issues….let us help you!
• Update Branch Contact-  Do your patient info sheets have an old employee listed as the branch contact? Fix that here!

Property Management

• Office Checklist
• Signage
• Furniture
• Maintenance
  • HVAC
  • Repairs
  • Roof
  • Copier
  • Postage Machine
• Pest Control
• Supplies

IT

Mike is working on new templates for the IT side. When those are ready, we will send another email out ????