Managing a Client Profile
The Profile tab contains the client's core information, including their personal and demographic information, matching criteria, payroll settings, and self-pay information.
What you can see and edit depends on your role's permissions. If you don't see a section or Edit button described below, you may not have the required permission.
Profile sections
Client information is organized into several sections:
Section | What it includes |
Basic Information | Name, preferred name, address, contact information, Medicaid ID, SSN, and Veteran ICN |
Demographics and Medical Information | Pronouns, gender, ethnicity, marital status, languages, date of birth, date of passing, and Diagnosis codes |
Access Management | Guest access to the client's information |
Payroll Info | Client-specific overtime settings |
Self Pay Information | Self-pay invoicing and payment settings |
Matching Criteria | Information used to help match the client with caregivers |
Additional Shift Review Rules | Workspace-wide shift review rules that apply to this client's shifts |
Click Edit next to a section to update the information, when available.
Adding or Updating Client Information
Once you've created the client, you can add more information to their client profile.
Navigate to the Client's Profile.
Click Edit next to the section where you want to add or update information.
Enter the desired information, then click Save.
GPS coordinates and geofencing
The Basic Information section also includes Latitude and Longitude fields.
Careswitch automatically sets these coordinates based on the client's address. They establish the location used for the client's home and shift geofencing.
Only change the latitude or longitude if you're experiencing an issue with the client's geofence.
View sensitive information
Some client information is hidden by default to help protect sensitive data.
Social Security Number and Veteran ICN Number are masked in the client's profile.
If you have permission to view sensitive information and the client has one of these numbers on file:
Go to the Client's Profile.
Click Show sensitive info.
Review the information you need.
Click Hide sensitive info when you're finished.
Sensitive information is only revealed for the current session. You'll need to select Show sensitive info again the next time you need to view it.
If the client does not have an SSN or Veteran ICN stored, the Show sensitive info button will not appear.
Medical information
The Medical Information section displays the client's Diagnosis Codes.
Diagnosis codes are read-only from the Profile tab. They are managed through the client's care or service context rather than directly in this section.
Matching Criteria
Matching Criteria helps provide information that can be used when matching clients with caregivers.
If you have permission to view matching criteria, you'll see a Matching Criteria card on the right side of the Profile tab.
The card is organized into four areas:
Home Environment & Diet · Care Requirements · Caregiver Preferences · Lifestyle & Companionship
Each section shows its completion status and the date it was last updated.
To update matching criteria, click the section you want to change or select View All to open the complete Matching Criteria page. Click Edit to add information to a specific section.
Set a client-specific overtime policy
Careswitch uses a default overtime policy for your workspace. If a particular client needs different overtime rules, you can create an override for that client.
The client's Payroll Info section shows whether the workspace overtime policy is being overridden.
To create an overtime override:
In the Client's Profile, scroll to Payroll Info, and click Edit.
Select Override Default Workspace Overtime Policy.
Under Overtime (1.5x), select the rules you want to use and enter the appropriate thresholds.
Under Double Overtime (2.0x), select the applicable rules and enter the thresholds.
Click Save.
Overtime rules can be based on:
Hours worked in a day
Hours worked in a week
Consecutive days worked in a week
Hours worked on the 7th consecutive day
The overtime override applies to the client, not to an individual caregiver. When a caregiver works a shift for that client, the client's overtime rules apply.
Important: Wage and hour requirements can vary by state and local jurisdiction. Your organization is responsible for ensuring that overtime pay complies with applicable labor laws.
Self-pay information
If a client pays for their own care, you can set them up as a payer from the Self Pay Information section by clicking Make Payer, filling in the information, and clicking Make Payer.
🔗 Related article: Setting Up a Client or Contact as a Payer
Important: Making a client a payer does not automatically generate invoices. The client must also have a policy and at least one service.
To learn how to set up a self-pay client, including invoicing and payment methods:
🔗 Related article: Creating a Private Pay Policy
Verifying a payment method
The verification option you see depends on the payment method's current status:
Start Verification — Appears when no payment method has been verified and you want to add and verify one.
Verify Microdeposits — Appears when a bank account (ACH) is pending verification. Two small deposits (under $1 each) are typically sent to the account within about two business days. Once they arrive, click Verify Microdeposits and enter the amounts. Taking several days to complete this process is normal.
Continue Verification — Appears when you need to complete an additional step through an external verification process.
To replace an already verified payment method, click Change.
If none of the verification options appear and you see “Complete billing setup in workspace settings to enable payment verification,” your workspace billing setup must be completed first. This is an account-level setting.
Add or change a client's photo
You can add a photo after the client has been created.
From the client's profile, click their avatar and upload an image.
Add client tags
Tags can help you organize and identify clients.
To add a tag, click Add Tag and select the tag you want to use.
If your workspace doesn't have any profile tags configured yet, you'll be directed to the appropriate workspace settings.
Frequently asked questions
Why can't I edit a section of the client's profile?
Your ability to view or edit information is controlled by your role's permissions. If you can see a section but don't see an Edit button, you may have View access instead of Manage access.
Why don't I see Matching Criteria?
Matching Criteria is permission-based. If you don't have permission to view it, the Matching Criteria card won't appear on the client's profile.
Why are the client's SSN and Veteran ICN hidden?
These are sensitive fields and are masked by default. If you have permission to view them, select Show sensitive info to temporarily reveal them.
Can I change the client's GPS coordinates?
Yes, if you have permission to manage the client's profile. However, the coordinates are automatically based on the client's address and should generally only be changed when you're troubleshooting a geofencing issue.
Where do I set up the tags I can apply to clients?
Create profile tags in Settings → Tags. You’ll need the Manage Tags permission to create them. Once tags are created, you can apply them to client profiles and use them to filter the client list.
Why is the client's payment method showing "Unverified"?
For embedded (Stripe) billing, the payment method must be verified before it can be used. Click the verification button shown to complete the process. For a bank account (ACH), you'll use Start Verification, then Verify Microdeposits once the two small deposits arrive. Microdeposits typically take about two business days to arrive, so verification may take a couple of days to complete.
Does changing the client's overtime policy change the caregiver's overtime policy?
No. An overtime override is set per client. It determines which overtime rules apply when a caregiver works for that specific client.