Case management user guide

1. Welcome

One Care Portal (OCP) is a secure workspace built for home and community-based care programs. It helps your team coordinate services, track documentation, and manage case progress — all in one place.

This guide covers the Case Management module. Separate guides are available for Billing / RCM (Billing Hub) and Compliance Review.

Key terms

2. Getting started

Logging in

1. Open your organization's One Care Portal in your web browser.
2. Enter your email and password.
3. You will land on the Service Overview page.

Finding case management

The Service Overview page shows the modules that are enabled for your organization and that you have access to. Depending on your setup you may see:

• Case Management — Coordinate wraparound services, documentation, and case progress.
• Compliance Review — Review uploaded documents against your organization's criteria.
• Billing Hub — Centralized billing, claims submission, and AR management.
• ERA Dashboard — Upload and review 835 remittance files.

To open Case Management:

1. On the Service Overview page, find the Case Management card. It will show a green "Enabled" badge if your organization has access.
2. Click Open Case Management.
3. You will be taken to the Case Management Dashboard.

Top navigation bar

The navigation bar at the top of every page includes:

• Dashboard — Returns you to the Service Overview page.
• Manage Users — Opens user management (visible to administrators only).
• Documents — Opens your organization's company documents (visible to administrators only).
• Change Tenant — Switches to another organization you belong to.
• Your email address — Shows who is currently logged in.
• Logout — Signs you out of the portal.

3. Your dashboard

Service Overview > Open Case Management

The Case Management Dashboard is your home base. It shows a card for each feature you have access to. What you see depends on your role, and administrators can hide cards your organization does not use.

Click the button on any card to go to that feature.

Working view: my caseload and supervisor view

If your account works both as a case manager and in a wider role, such as supervisor or manager, a Working view switch appears on the dashboard:

• My Caseload — Shows your own work. Cards are personalized: “My Participants” instead of “Manage Participants” and “My Schedule” instead of “Scheduled Visits”.
• Supervisor View — Shows the whole organization. The Scheduled Visits card shows a count such as “3 Notes Pending Supervisor Review” with a Review Notes button, and lists gain a Case Manager filter.

4. Roles & permissions

Administrators assign Case Management roles under Manage Users. A user can hold more than one role.

• Case Management Access is scoped to your own caseload. The other roles see the whole organization.
• Supervisor and Case Management Manager are separate. A manager who also needs to approve notes must be given the Supervisor role too.
• Visits can be changed or deleted by the case manager the visit is assigned to, by a Case Management Manager, or by an administrator. Creating a visit for another case manager does not let you edit it afterwards.
• Case manager records can be added, edited, or deleted only by administrators and Case Management Managers.

5. Manage users

Top Navigation Bar > Manage Users

Manage Users is where administrators keep a record for each staff member, decide who can sign in to the portal, and assign roles. Adding a user and giving them a login are two separate steps, so you can keep a record for someone who never needs to sign in.

User list

The list shows these columns: User (name and email), Job Title, Hire Date, Employment Status, Portal Access, Roles, and Actions.

Portal Access shows whether the person can sign in: No Access, Invited, Active, Disabled, or Removed.

How to add a user

1. Click Add User (top right).
2. Enter the person's First Name, Last Name, Email, Employment Status, and Hire Date. Expand More details for preferred name, date of birth, phone, job title, and end date.
3. Save. The user is added with no portal access.

How to give a user portal access

1. Find the user in the list and choose Invite to Portal (it is also offered in the confirmation shown right after you add a user).
2. Confirm the Login Email and select the roles the user should have.
3. Send the invitation. The user receives an email to set up their account, and their Portal Access changes to Invited.

Editing, resetting, and removing access

• Edit — Update the person's details or roles.
• Reset Password — Reset the user's portal password.
• Remove Login — Take away portal access while keeping the staff record.

Filtering users

• Search users — Type a name, email, job title, or role.
• Employment status — All, Active, or Inactive.
• Portal access — Filter by sign-in status.

Click Clear filters to reset.

6. Managing participants

Dashboard > Manage Participants

This is where you manage the roster of participants (clients) receiving services. Case managers see the participants assigned to them; users with an organization-wide role see everyone.

Participant roster

The roster shows these columns: Assign CM (checkbox), Name, DOB, Address, Phone Number, LOC Range, Case Manager, and Actions.

Click Export CSV above the table to download the roster, and use Rows per page to show 50, 100, or 200 rows.

Filtering the roster

• Search — Search by participant name.
• Case Manager — Filter by assigned case manager (shown in Supervisor View).
• Status — Active, Inactive, Pending, Discharged, or all statuses.
• Service Type — Filter by program or waiver.

Row actions

Each row has a Contact Note button and a More menu:

• Contact Note — Start or continue a contact note for that participant (see Contact Notes).
• Care Plan — Open the participant's care plan (only at agencies where it is enabled; see Care Plan).
• Documents — Open the participant's documents.
• Authorizations — Open the participant's authorizations.
• Incident Reports — Open the participant's incident reports.
• Edit Participant and Delete Participant.

The participant record

Opening a participant shows tabs across the top: Profile, Care Plan (where enabled), Contacts, Documents, Authorizations, Visit History, and Incident Reports. Visit History lists every visit and contact note recorded for the participant.

How to add a participant

1. Click Add participant (top right).
2. Fill in the form. Fields marked with * are required.

The form includes the following sections:

Identity

• First name*, Middle name, Last name*, Preferred name
• Date of birth*
• Sex at birth, Gender identity

Contact and Address

• Primary phone, Secondary phone, Email
• Address line 1, Address line 2, City, State, Postal code

Demographics

• Marital status
• Primary language

Program

• Service type — Home & Community Based (HCB), Supports for Community Living (SCL), Michelle P. Waiver (MPW), Acquired Brain Injury (ABI), Acquired Brain Injury Long Term Care (ABI-LTC), or Other… to type your own.
• Status — Pending, Active, Inactive, or Discharged.

Clinical

• Diagnosis summary (up to 5,000 characters)
• Participant summary (up to 5,000 characters)

Identifiers

• SSN
• Harmony Number
• Medicaid Number

3. Click Save participant to create, or Cancel to discard.

How to edit a participant

1. Open the More menu on the participant's row and choose Edit Participant.
2. Update any fields as needed.
3. Save your changes.

The edit page has a few sections that are not on the add form:

• Inactive Date and Inactive Reason — Required when you set the status to Inactive. Reactivating the participant clears them.
• LOC From and LOC To — The participant's current Level of Care window, under Identifiers.
• DME Equipment and Supply Needs — Equipment checklist, supplier, notes, and supplies.
• Case Manager — The assigned case manager.

How to assign a case manager to participants

1. Check the Assign CM checkboxes next to one or more participants.
2. A bulk action bar appears showing how many participants are selected.
3. Click Assign to Case Manager.
4. Select the case manager from the dropdown.
5. Click Assign.

Participant documents

Participant > Documents

The Documents tab (titled Documents & Compliance) tracks plans, assessments, and other records with their effective and expiration dates. The table shows Category, Type, Effective, Expiration, LOC Period, Status, Notes, Files, and Actions (Manage Files, Edit, Delete). Use the LOC Period filter to show the documents for one Level of Care period.

How to add a document

1. Click Add document.
2. Choose the Category and type, and enter the Effective Date and Expiration Date.
3. Optionally enter Document LOC From and Document LOC To to tie the document to a Level of Care period, and add Notes.
4. Optionally choose a File (PDF only, up to 10 MB).
5. Save. The record and its first file are created together.

You can add or replace files later with Manage Files. If you close the form part-way through, your entries are kept as a draft in that browser tab until you come back to it or close the tab.

Participant contacts

The Contacts tab manages emergency contacts, guardians, and physicians. Emergency contacts entered here are also used in contact notes and in the care plan's emergency plan.

7. Care plan

Participant > Care Plan

The care plan holds the information that carries forward into every monthly contact note, so case managers review it each month instead of retyping it. It has four tabs:

• Goals & Objectives — click Add goal; active goals carry into each contact note.
• Caregivers — click Add caregiver to record paid caregivers.
• Natural Supports — click Add natural support to record family and community supports.
• Emergency Plan — fill in the plan and click Save emergency plan. Emergency contacts themselves are managed on the Contacts tab.

8. Case managers

Dashboard > Manage Case Managers

Case manager list

The case manager list displays a table with the following columns:

Filtering case managers

• Search — Search by name, email, or external ID.
• Status — Filter by a specific status or view all.

How to add a case manager

1. Click Add case manager.
2. Fill in the following sections:

• User Selection — Link to an existing user account
• Case Manager Name — First Name, Last Name, and an optional Title Suffix (such as RN, MSW, or LSW). The title suffix appears after the case manager's name on signed contact notes and on generated PDFs.
• Employment — Type, Hire Date, End Date, External ID
• Demographics — Date of Birth, Gender, SSN
• Contact — Work Phone, Email
• Address — Full mailing address
• Compensation — Rate Type (Per Case / Hourly / Salary), Rate Amount
• Notes — Any additional notes

3. Click Save Case Manager or Cancel.

How to manage documents

Click Documents on a case manager's row to track their licenses, certifications, training, and other compliance documents. Click Add document to create a record and attach its first PDF in one step; use Manage Files to add or replace files later. The table includes the following columns:

How to delete a case manager

9. Authorizations

Dashboard > View Authorizations

The authorizations page displays a table with the following columns:

Filtering authorizations

Use the filter bar at the top of the page to narrow your results:

• Search — Search by authorization number, payer, member ID, or diagnosis.
• Status — Active, Pending, Expired, Voided, or all statuses.
• Participant — Filter by a specific participant.
• Payer — Filter by a specific payer.

Click Apply to apply your filters, or Reset to clear them.

How to add an authorization

1. Click Add Authorization. The Create Authorization form opens.
2. Select the Participant.
3. Enter the Authorization Number, Payer, and Procedure Code, with any Modifiers and Diagnosis codes.
4. Enter the Authorized From and Authorized To dates.
5. Choose the Billing Source and Authorization Basis, then enter the Authorized Units and Unit Rate, or the Authorized Amount.
6. Complete the billing details your payer needs (see below).
7. Save the authorization.

Billing details on the form:

• Program Code, Member ID, Place of Service, and Claim Frequency — carried onto claims.
• Covered Service Types — which service types this authorization pays for.
• Unit Type and Unit Calculation — whether each contact note bills a fixed number of units (Units per Note) or units based on time (Minutes per Unit, with Rounding Offset and Minimum Billable minutes).
• Group Number and Group Name, and free-text Notes.

Voiding and restoring an authorization

If an authorization needs to be voided (for example, because it was entered in error), open it and enter a Void Reason. Once saved, the authorization is marked as voided and is excluded from active counts and billing exports.

To restore a previously voided authorization, open it and clear the Void Reason. Saving the empty reason restores the authorization to active status.

Expiring authorizations report

The expiring authorizations report lets you see which authorizations are expiring soon. Use the timeframe filter to view authorizations expiring within 7, 14, 30, 60, 90, 180, or 365 days. Open it with the Expiring Report button on the Authorizations page.

10. Scheduled visits

Dashboard > View Visits (or My Schedule)

The Scheduled Visits page is laid out as a calendar. Each day shows the visits scheduled for that date, color-coded by status. Selecting a visit opens a detail panel that shows the participant, date and time, case manager, status, supervisor review state, and notes, along with the actions you can take.

On smaller screens the calendar stacks vertically and the detail panel appears below it.

Visit statuses

Actions in the detail panel

The panel shows only the buttons that apply to the selected visit and to your role:

• Add Note, Upload Note, and Continue Editing are for the case manager the visit is assigned to (and for administrators and Case Management Managers).
• Edit Note is available to the assigned case manager, supervisors, Case Management Managers, and administrators.
• Manage Visit and Delete Schedule are for the assigned case manager, Case Management Managers, and administrators.

Filtering visits

• Search — Search by name.
• Month — Show a specific month.
• Status — Filter by visit status.
• Case Manager — Filter by assigned case manager (shown in Supervisor View).
• Participant — Filter by participant.

How to schedule visits

1. Click Schedule visit.
2. Select the Case Manager. The participant list then shows the participants assigned to that case manager.
3. Select one or more Participants. Selecting several schedules the same date and time for each.
4. Choose the Visit Date and Visit Time, and add optional Notes.
5. Click Schedule Visit (it reads Schedule 3 Visits, for example, when several participants are selected) and keep the page open until scheduling finishes.

If some visits could not be created, a Some visits were not scheduled message lists each participant and the reason. Those participants stay selected so you can correct the problem and try again.

How to change, cancel, or mark a visit missed

1. Select the visit and click Manage Visit.
2. Change the Visit Date, Visit Time, or Notes.
3. To cancel or mark it missed, set Status to Cancelled or Missed and enter a Status Reason.
4. Click Save Changes.

How to add, continue, or view a contact note

1. Select the visit on the calendar.
2. Click Add Note for an Incomplete visit, Continue Editing for a draft, or View Note for a finalized note.
3. Complete the form and save or sign it (see Contact Notes).

11. Contact notes

Scheduled Visits > Add Note

The contact note is the comprehensive form used to document each visit or interaction with a participant.

Starting a contact note

There are two ways to start a note:

• From Scheduled Visits — select the visit and click Add Note.
• From the participant roster — click Contact Note on the participant's row. In the Write Contact Note dialog, choose the Date of Contact and click Continue. The portal uses the visit already scheduled for that date, or creates one for you. If a note already exists for that date, the dialog offers View Note or lets you continue the draft.

Your form is configured for your agency

Your contact note form is configured for your agency, in one of two formats:

• Standard contact note — the sections listed under Contact Note Sections below.
• Enhanced monthly contact note — a monthly monitoring note built around the participant's care plan. See Enhanced Monthly Contact Note below.

Within either format, the sections, headings, and fields may look slightly different in your form, and some may not appear at all. If a section described here isn't visible to you, your agency has it disabled. If you see additional questions that aren't listed, those are agency-specific fields. Required fields are always marked inside the form itself.

A note always keeps the form it was started with. If your agency's form changes later, notes that were already signed still display, and print, exactly as they were written.

Before you begin

When you open a new contact note, the participant's summary information is displayed at the top of the form. This includes their name, date of birth, service type, case manager, current Level of Care window (if set on the participant record), and other key details.

The form also includes two special options at the top:

• Unable to access services / reach participant — Check this if the visit could not be completed because the participant was unreachable or unavailable.
• Informational Note — Check this if the note is for informational purposes only (not a billable visit).

Contact note sections

Contact Details (Required)

• Date — The date of the contact or visit.
• Start Time — When the visit began.
• End Time — When the visit ended.
• Contact Method — How the contact was made: Face to Face, Phone Contact, Video Call, or No Contact.
• Contact Type — Direct or Indirect.
• Billable — Whether the visit is billable.
• Medicaid Verification — Medicaid eligibility verification status.
• Meeting Location — Where the meeting took place.

Telehealth consent (when applicable). If your agency captures telehealth consent, two additional fields appear in this section any time the contact method is something other than Face to Face:

• Telehealth consent given (Yes / No) — Confirm whether the participant consented to the telehealth visit.
• Telehealth consent time — The time (HH:MM) the participant gave consent. This field appears only after you select Yes for the consent question.

Both fields must be completed before you can finalize the note. If your contact method is Face to Face, neither field is shown.

Who Was Present (Required)

Record who was present during the visit, including the participant, case manager, family members, and any other attendees.

Primary Support Contact

Document the primary support contact information, including their name, relationship to the participant, and contact details.

Supervision Assessment (Required)

Assess the participant's supervision needs and document the level of support required.

Participant Observations

A checklist of observations about the participant's appearance, behavior, mood, and overall condition during the visit.

Environment Observations

A checklist of observations about the participant's living environment, including safety, cleanliness, and accessibility.

Services, Satisfaction, and Goals

• HCBW Services — Review of home and community-based waiver services the participant is receiving.
• Goods & Services — Review of goods and services provided.
• Satisfaction Rating — Rate the participant's satisfaction on a scale of 1 to 5.
• Goal Progress — Document progress toward care plan goals.

Medical (Falls/Injury/ER)

Document any falls, injuries, emergency room visits, or hospitalizations since the last contact.

Health, Safety, and Welfare (Required)

• Health, Safety, and Welfare Checklist — A series of questions about the participant's health and safety.
• ANE Review — Abuse, Neglect, and Exploitation review.
• Follow-up — Any required follow-up actions.
• Medicaid Portal Status — Indicates whether the participant's Medicaid portal record is current. If you mark it as not current, an explanation field appears so you can document why and what is being done to resolve it.

Transportation

Document the participant's transportation needs and any issues related to transportation access.

Participant's Equipment and Supplies (Read-Only)

This section displays the participant's current equipment and supplies from their profile. It is read-only within the contact note.

Equipment and Supplies Review

Review the participant's equipment and supplies, documenting any changes, needs, or issues.

Nutritional Status

Assess and document the participant's nutritional status and any dietary concerns.

Home Modifications

Document any home modifications that have been made, are needed, or are in progress.

Visit Summary (Required)

Write a narrative summary of the visit, including key observations, actions taken, and follow-up items. Some agencies require this section to also cover the specific services delivered during the visit; the prompt text in the form will tell you what to include.

Optional Addendum

Add any additional information or documentation that does not fit in the other sections.

Participant Acknowledgement

If your agency requires participant acknowledgement, this section appears so you can record that the participant acknowledged the visit and the information discussed. If you don't see this section, your agency does not require it.

Enhanced monthly contact note

The enhanced note is designed for monthly waiver monitoring. Sections ask a short set of questions and only expand into a narrative when there is a concern, so a routine month is quick to document and exceptions stand out. It pulls goals, caregivers, natural supports, and the emergency plan from the participant's Care Plan.

The enhanced note covers contact details, goal and service monitoring, observations and health/safety/welfare, abuse-neglect-exploitation screening, incident review, satisfaction and freedom of choice, emergency preparedness, caregivers and natural supports, resource needs, follow-up tracking, the visit summary, and the participant signature.

• The note saves automatically as you work, and you can also click Save Draft.
• Click Finalize & Sign when you are done. If anything is missing, a list at the top (“This note can't be finalized yet”) tells you what to fix.
• As in the standard note, you can mark the note Unable to access services / reach participant or Informational Note; both make the note non-billable.

Face-to-face visit reminders

If your agency has turned on face-to-face reminders (see Settings), a banner appears in the contact note and in the Upload Note dialog when the participant is due:

• Face-to-face visit due — “This visit should be face to face,” with the date of the last completed face-to-face visit.
• Face-to-face visit recommended — no previous completed face-to-face visit was found.

The reminder is advisory. You can continue documenting the note, and it does not stop you from finalizing. It resets when a face-to-face contact note is finalized.

Uploading a note completed outside the portal

If a contact note was completed on paper or in another system, you can attach it instead of retyping it:

1. Select the visit and click Upload Note.
2. Add the PDF File (drag and drop or browse; up to 10 MB).
3. Enter the Date of Contact and Contact Method, and tick This visit is billable if it applies.
4. Click Upload & Complete Visit.

Electronic signature

Before finalizing a contact note, you must check the attestation checkbox confirming that the information in the note is accurate and complete. This serves as your electronic signature.

Saving options

At the bottom of the contact note form, you have three options:

• Cancel — Discard the note and return to the visit list.
• Save Draft — Save your progress without finalizing. You can return later to continue editing.
• Sign & Finalize — Finalize the note and lock it for editing. The visit status will be updated to Complete.

Who can edit a draft note

By default, only the case manager assigned to a visit can open and edit its draft contact note. Administrators and Case Management Managers at your agency can also edit any draft contact note — for example, to help finish a note when the assigned case manager is unavailable. Supervisors do not write or edit draft notes. A draft note can be deleted; a finalized note cannot.

Supervisor review

Some agencies require a supervisor to review and approve every contact note before it is considered complete. If your agency uses supervisor review, here is what happens after you sign a note:

1. The visit moves to Pending Supervisor Approval. The note is locked at this point.
2. A supervisor opens the note. Its Supervisor Review panel shows the status, when it was reviewed, and by whom.
3. The supervisor clicks Approve and the visit moves to Complete, or clicks Unapprove, enters a Reason, and clicks Save Unapproval. The visit then moves to Needs Changes.
4. If the note needs changes, open it, read the supervisor's reason, click Edit Note, make the corrections, and click Save Changes & Sign. The note returns to the supervisor for review.

Supervisors can find notes waiting for them from the dashboard: in Supervisor View, the Scheduled Visits card shows the number pending and a Review Notes button. A supervisor can also unapprove a note that was approved earlier if a problem is found later.

If your agency does not use supervisor review, signed notes go straight to Complete and you will not see the Pending Supervisor Approval or Needs Changes statuses.

Editing a finalized note

1. Open the visit and click Edit Note (or open the note and click Edit Note there).
2. Make the necessary changes.
3. Check the attestation and click Save Changes & Sign.

Reopening a note does not change the record until you submit. A new signed PDF version is created only when changes are saved and signed, and the earlier version is kept.

• Who can edit: the case manager assigned to the visit, supervisors, Case Management Managers, and administrators.
• What can be edited: notes written in the portal. An uploaded PDF note cannot be edited; upload is a record of an external document.

PDF history

Every time a note is signed, a PDF is generated and kept. The PDF History card on the note lists each version with its number, when it was submitted, and who signed it. The latest is marked Current. Use View or Download on any version. Notes revised under the earlier amendment process show their past versions under Amendment History.

Correcting the billing authorization on an uploaded note

Billable notes are matched to a service authorization automatically. For an uploaded note, if the wrong authorization was matched, an authorized reviewer such as a supervisor can correct it without touching the document:

1. Open the note and click Set billing authorization.
2. Choose the correct Authorization and enter a Reason for correction.
3. Click Save billing correction.

This changes billing selection only; the uploaded PDF and clinical record remain unchanged. Each correction is listed under Billing correction history with who made it, when, and why.

12. Incident reports

Dashboard > Incident Reports > View Reports

Incident reports are available to all Case Management users. The list shows the Participant, Date, Agency, Reason, and number of attached Files, and you can search by agency or reason. Available actions for each report are View, Edit, and Delete.

How to add an incident report

1. Click Add Report.
2. Select the Participant.
3. Enter the Incident Date.
4. Enter the Reporting Agency (free text, for example your state's aging or disability agency).
5. Describe the incident under Reason for Report.
6. Record the follow-up under Follow Up Completed in State Portal and Results.
7. Attach any relevant files (PDF, up to 10 MB per file).
8. Save the report.

The Follow Up Completed in State Portal and Results field is where you record the corresponding entry submitted to your state's reporting system and what came of it. You can also open a single participant's reports from the Incident Reports tab on their record.

13. Expiring documents

Dashboard > Expiring Documents > View Report

The expiring documents page provides a consolidated view of all credentials and documents that are approaching their expiration date or are already overdue.

Tabs

The page is organized into two tabs:

• Case Managers — View expiring documents for case managers.
• Participants — View expiring documents for participants.

Filters

• Expiring Within — Filter by timeframe: 7, 14, 30, 60, 90, 180, or 365 days.
• Case Manager Status / Participant Status — Limit the list to people in a given status, such as Active.
• Category — Filter by document category.

Table columns

Click Export Excel above either table to download the list.

14. Reports

Dashboard > Reports > View Reports

The Reports page is organized into tabs. Which tabs you see depends on your role:

Contact notes report

A detailed list of contact notes. Filter by Case Manager, Participant name, Month, Contact Method (Face to Face, Phone Contact, Video Call, No Contact), Note Status (Draft or Finalized), and Billable Status, then click Search. Click Reset to clear the filters.

The results show the Participant, Case Manager, Date of Contact, Contact Method, Status, whether the note is Billable, and a Contact Note column where you can open the note or view and download its PDF.

Export Session Data (CSV)

Click Export CSV in the filter bar to download the contact note session data. The export respects the filters you have applied, so you can export a single month, a single case manager, only billable notes, and so on. Each row in the file includes:

• Contact Note ID
• Participant ID
• Member ID / Medicaid Number
• Participant Name
• Date of Contact
• Start Time and End Time
• Session Type
• Employee Name
• Note Status
• Billable

The file is named for the period you exported (for example, contact-notes-2026-06.csv). You can open it in Excel, Google Sheets, or any spreadsheet tool.

Hours worked

The Hours Worked report shows time worked based on completed contact notes. Hours are calculated from the start and end times recorded on finalized notes, so the report reflects documented visit time.

• Organization-wide roles can view hours for all employees and use an Employee filter to focus on one person. Results are grouped by employee.
• Case managers see only their own hours, grouped by day.

Use the Filter by control to choose Month (pick a month and year) or Date range (pick a From and To date), then click Search. A summary at the top shows the total hours, the number of employees or days, and the number of notes. Each row can be expanded to see a daily breakdown.

Case manager caseloads

A monthly view of each case manager's caseload. Choose the Month and Year. The table shows Active Clients Assigned, Notes Completed, and a Billing Breakdown; administrators also see each case manager's rate type and rate amount.

Billable contact note export (837P)

This tab turns billable contact notes into claim lines for Billing Hub.

1. Select the From and To dates.
2. Click Preview Export.
3. Review Blocking Errors. Each row names the participant, date, contact note, and what is wrong, with any Matching Authorizations. Notes with blocking errors are left out of the export until fixed.
4. Fix the errors. Where Set Authorization is offered, choose the authorization the note should bill against; follow a Revise Note link to correct the note itself. Then preview again.
5. Review Ready for Export: one row per billable note with the date, participant, procedure code, payer, units, and charge. A badge warns you about possible duplicates.
6. Click Download Excel.

To turn the file into claims in Billing Hub, import it under Upload Claims (see the Billing Hub guide).

15. Form templates

Dashboard > Form Templates

The form templates feature provides access to downloadable forms and fillable PDF templates used in case management workflows.

Browse templates

Click Browse Templates to search and download blank forms. Download a template, fill it out in your PDF reader, then upload the completed form to the participant's or case manager's Documents. The template list displays:

• Template Name — The name of the form template.
• Description — A brief description of the template's purpose.
• Size — The file size.
• Download — Download the blank template.

Manage templates (administrators and managers)

Administrators and Case Management Managers see Manage Templates on the card, with additional capabilities:

• Upload Template — Upload a new form template (PDF format) with a name and description.
• Edit — Update a template's name and description.
• Delete — Remove templates that are no longer needed.

16. Settings

Dashboard > Settings > Manage Settings

Visit summary AI review

This is where you turn on the AI Review feature and tell it what to check for. The instructions you enter here drive the feedback case managers see when they click AI Review on a contact note's visit summary (see Contact Notes).

• Enable AI Review for case-management visit summaries — Check this box to make the AI Review button available to case managers. When it is unchecked, the button does not appear.
• Review instructions — A free-text field (up to 10,000 characters) describing what the AI should check for. Be specific about your program's documentation standards, for example confirming the summary addresses service verification, participant wellbeing, safety concerns, follow-up actions, and required documentation.

The page shows when the settings were last updated and who updated them. Click Save Settings to apply your changes.

Face-to-face visit reminder

Reminds case managers when a participant is due for another completed face-to-face visit. It is off until an administrator turns it on.

• Enable face-to-face visit reminders — Turns the reminder on for your organization.
• Remind every X months — How often a face-to-face visit is expected, from 1 to 24 months.

The due date is counted from the participant's last finalized face-to-face contact note. A note that has been signed counts even while it is still waiting for supervisor approval. The reminder is advisory and does not block contact-note completion. Click Save F2F Reminder to apply your changes.

Dashboard cards

Choose which cards appear on the Case Management dashboard for all users in your organization. Hide the cards for features your agency does not use to keep the dashboard focused.

17. Common workflows

Below are step-by-step instructions for common tasks you will perform in the Case Management module.

Workflow 1: complete end-to-end visit documentation

1. Navigate to Dashboard > View Visits (or My Schedule).
2. Click Schedule visit and fill in the visit details (case manager, participants, date, time).
3. Conduct the visit with the participant.
4. Return to the calendar, select the visit, and click Add Note in the detail panel.
5. Complete all required sections of the contact note form. Required fields are marked in the form, and sections that don't apply to your agency simply won't appear.
6. Review the note for accuracy, then check the attestation checkbox.
7. Click Sign & Finalize (Finalize & Sign on the enhanced monthly note). If your agency does not use supervisor review, the visit moves directly to Complete.
8. If your agency uses supervisor review: the visit moves to Pending Supervisor Approval. Your supervisor will either approve it (visit becomes Complete) or unapprove it with a reason (visit becomes Needs Changes). If so, open the note, read the supervisor's reason, click Edit Note, make the requested changes, and click Save Changes & Sign.

Workflow 2: track and renew expiring credentials

1. Navigate to Dashboard > Expiring Documents > View Report.
2. Select the Case Managers or Participants tab as appropriate.
3. Set the Expiring Within filter to your desired timeframe (e.g., 30 days).
4. Review the list of expiring or overdue credentials.
5. Click View on a row to open that case manager's or participant's Documents page.
6. Obtain the renewed credential document from the case manager or participant.
7. Click Edit on the document and enter the new effective and expiration dates.
8. Click Manage Files and upload the renewed PDF.
9. Verify the credential status is updated and no longer shows as expiring.

Workflow 3: generate monthly billing export

1. Navigate to Dashboard > Reports > View Reports.
2. Select the Billable Contact Note Export (837P) tab.
3. Set the date range to the billing month you want to export.
4. Click Preview Export and resolve anything listed under Blocking Errors.
5. Check the Ready for Export rows: participant, procedure code, payer, units, and charge.
6. Click Download Excel. To create claims in Billing Hub, import the file under Upload Claims.

Workflow 4: review contact notes as a supervisor

1. On the dashboard, switch the Working view to Supervisor View if you also carry a caseload.
2. On the Scheduled Visits card, click Review Notes.
3. Open a visit that is Pending Supervisor Approval and click View Note.
4. Read the note. Click Approve, or click Unapprove, enter a reason, and click Save Unapproval.
5. Unapproved notes show as Needs Changes for the case manager and come back to you once they are corrected and signed again.

Workflow 5: set up a participant for monthly monitoring

For agencies using the enhanced monthly contact note:

1. Add the participant and assign a case manager.
2. Open the participant's Care Plan and add goals and objectives, caregivers, natural supports, and the emergency plan.
3. Add emergency contacts on the Contacts tab.
4. Add the service authorization, including its billing details.
5. Each month, click Contact Note on the roster, choose the date, and complete the note. Care plan items are already filled in for review.

18. Quick reference

Use the table below to quickly find any feature in the Case Management module.

Need more help?

Browse the other user guides or contact support.