Tell me the KC!

Organize these concerns into the right categories

Groups:

(a) Attendance score (Agent guide)

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(b) General Orientation FAQs - Professional

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(c) Payments inquiries and Escalations

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(d) Payment Not Received/Shift Verification

• Professional has been deactivated and can't withdraw their funds from their Stripe account.

• How do I check my score?

• Professional claims they did not receive payment or received an incorrect payment

• What happens if the facility cancels my shift (before the shift starts)?

• How do I check which facilities I am on the Favorites lists at?

• Professional says the Attendance Score dispute form is not working

• Professional inquiring about pending shift verification.

• Professional inquiring about rejected timesheet.

• Professional reaches out about not receiving shift payment

• Any inquiry related to payments that is not in the table below with a linked SOP.

• Any professional inquiry regarding a negative balance or payment reversal in Stripe

• I submitted the orientation pre-booking form. Why have I not been contacted yet?

• Can you explain how Attendance Score works?

• Incorrect shift payment/verification of shift

• Any claim from a professional that their hours worked do not match the pay they received

• How do I schedule an orientation/submit an orientation booking form?

• 30 min break inquiry

• Why can’t I book a shift at this facility which shows an orientation requirement?

• Can I contact the facility about the orientation?

• What is that status of my orientation booking form

Answer explanation

Will I get a point deduction even if the facility agrees to the late arrival?

Answer explanation

Answer:

How does Attendance Scores work?
Disputing an Attendance Score Deduction

I’ve already worked at this facility in the past. Why am I not approved?

Answer explanation

Answer: General Orientation FAQs - Professional

Any payment related inquiries or clock in questions for shifts at Home Health or Hospice facilities

Answer explanation

Answer:

Please follow Home Health and Hospice related payment/clock-In questions

How does Late Cancellation Pay work?

Answer explanation

Answer:

Facility canceled professional's shift

When do I receive cancellation pay?

Answer explanation

Answer:

Facility canceled professional's shift

How can I improve my score/earn points?

Answer explanation

Answer:

Disputing an Attendance Score Deduction

Can I earn Attendance Score points while I am restricted?

Answer explanation

Answer:

How does Attendance Score work?

What if I accidentally booked a shift and need to cancel it?

Answer explanation

Answer:

How does Attendance Score work?

Can you cancel my shift so that points don't get deducted from my Attendance Score?

Answer explanation

Answer:

Disputing an Attendance Score Deduction