Important: Remember to click Save when editing any settings.
Workplace Profile
Go to Settings > Workplace Profile. To update information, select Edit next to the section you want to change.
The settings covered under workplace profile are:
Workspace Profile
Name- Renaming it updates the name for every member of the workspace.
Business Phone
Email
Address- Enter the complete address exactly as it appears in official postal records. ZIP Codes must contain five digits. If the address cannot be verified, you will see an “Address is not valid” message and your changes will not be saved.
Website- must be a full URL (e.g. https://...).
Timezone- You can update the time zone here until a payroll schedule is created. After payroll is set up, this field becomes unavailable and must be updated under Policies > Payroll to keep pay periods aligned.
Workspace Owner- Select the user who owns the workspace.
Scheduling- Select the day that each week begins on the shift calendar and in client and caregiver schedules.
Scheduling Start Day — Determines the first day of the week on the shift calendar, client and caregiver schedules, and weekly report date ranges.
Payroll Start Day — Displays the first day of your payroll week. This setting appears on the Workplace Profile but can only be changed in Payroll Settings.
Phone Numbers
Business Phone- Your agency’s main business phone number. You can update this number.
Clock-in Line- Caregivers call this number to clock in and out by phone. Careswitch sets and manages this number.
Looper Voice- Team members call this number from the mobile phone listed on their profile, then enter the PIN they created. Looper also uses this number to call caregivers about open visits. Careswitch sets and manages this number.
Departments- Departments are labels used to group workforce employees. A department appears in the Department column of payroll exports, but it does not affect permissions, scheduling, billing, or other features.
You can add or delete departments from this section.
Office Hours and Closures- This setting controls the Office Closed banner that field caregivers see in chat and the app. Office staff and administrators do not see the banner.
Enable Office Hours- Turn on this setting to configure when your office is open or closed. When this setting is turned off, the office is treated as always open, and caregivers will not see a closed-office message.
Weekly Hours- Turn on each day the office is open, then add the hours of operation. An enabled day with no hours entered is treated as open 24 hours. Turn off a day to mark the office as closed.
Select the plus icon to add another range of open hours or the trash icon to remove a range.
Default Closed Message- This message is shown to caregivers when the office is closed, unless a custom message has been added for a scheduled closure.
Scheduled Closures- Scheduled closures temporarily override your regular weekly office hours. When the scheduled closure ends, the office reopens automatically.
To create a closure, select Schedule Closure and enter the closure and reopening dates. To add a custom message, turn on the message option and enter the message you want caregivers to see.
Billing
Go to Settings > Billing. To update information, select Edit next to the section you want to change.
The settings covered under Billing are:
Billing Provider Details— If there are active payer enrollments, the billing information cannot be edited. To request a change, contact Careswitch Support.
Legal Name — Enter the organization’s legal name exactly as it is registered with the NPI. The name cannot exceed 60 characters due to clearinghouse requirements.
NPI — Setup begins with a clearinghouse search for the National Provider Identifier (NPI). If a matching organization is found, confirm it by selecting Yes when asked, “Is this your organization?” Careswitch will link the organization and import any existing payer enrollments. If no match is found, enter the provider information manually.
EIN — Enter the nine-digit Employer Identification Number without a dash.
IHCP Provider ID — This field is optional and is required only for Indiana Medicaid plans.
Taxonomy Code — Select one of the following options:
Home Health Agency (251E00000X)
In-Home Supportive Care (253Z00000X)
Billing Address — Enter the address that should appear on claims. This may be different from the address listed in the Workplace Profile.
Third-Party Payer Communications — Select who should communicate with payers about enrollments:
Careswitch team (recommended): Careswitch handles enrollment updates and payer questions for your agency.
Your organization: Your agency receives enrollment updates and payer questions directly. A contact phone number and email address are required.
Payments—
Select Manage to open Stripe, where you will verify your business and bank account information.
You can create invoices in Careswitch before completing Stripe setup, but customers cannot pay them online until setup is complete.
A Restricted status means Stripe needs additional information before it can process payments or send payouts. Follow the prompts in Stripe to provide the required information.
Permissions: The "Complete payment setup" and "Manage" buttons for Stripe need permission to manage the Billing module, which is separate from permission to manage Billing settings. A user with only the settings permission may not see those buttons.
Accounting- Accounting with QuickBooks Online
Roles
Go to Settings > Roles
This is where Administrators can manage Roles and their permissions. For more information on creating roles and managing permissions, please view this article.
Lifecycles
Go to Settings > Lifecycles
This is where you can configure Lifecycle statuses and stages.
Lifecycles includes two separate lists:
Services tracks clients through the service pipeline.
Professionals tracks candidates and employees through the recruiting and employment pipeline.
Each list contains predefined stages. Within those stages, you can create custom statuses that reflect your organization’s workflow.
Stage | Workspace access | Can be assigned shifts |
Prospect, Application, Evaluation, Offer | Yes | No |
Onboarding, Active | Yes | Yes |
Paused | Yes | No |
Departure | Yes | Yes |
Inactive | No | No |
To create or update a status:
First select Services or Professionals
To create a new status, click Add Status.
Fill in Status Name, a description, and choose a color. Click Save when ready.
To edit or delete a status, click the 3 dots next to the status and select Edit or Delete.
Referral Sources
Go to Settings > Referral Sources.
Every workspace starts with fixed default sources: Word of mouth, Contact, Current or former client, Current or former employee, Search Engine, AI assistant, Social media, Website inquiry, Print or direct mail, Event or community outreach, and Other. There are also built-in organization types (e.g. Doctor's Office).
When an organization type is used as a referral source for a client, you must also select the specific organization that made the referral. For example, if you select Doctor’s Office, you must identify which doctor’s office referred the client.
The organization type is also available as a selection when creating or editing organization contacts.
To require a referral source for new clients when they are created, turn this toggle on.
To create a new referral source, click Add Referral Source
Enter the referral source’s name and, if needed, a description. If the referral source is an organization, select the checkbox. When finished, select Add Referral Source.
To update or archive a custom referral source, select the three-dot menu next to it and choose Edit. Default referral sources cannot be edited.
Tags
Go to Settings > Tags
This is where you can configure tags.
Tags are organized into three separate lists: Professionals, Clients, and Contacts. Each tag can be used only with the record type for which it was created.
Creating a tag — To Create a tag, select Add Tag next to the appropriate tag category.
Enter a name and description, then choose a color. Click Save.
Editing a tag —To edit a tag, select the three-dot menu next to the tag, then select Edit.
Update the tag’s name, description, or color. Click Save. Renaming a tag or changing its color automatically updates it on every profile where it is used.
Deleting a tag — To edit a tag, select the three-dot menu next to the tag, then select Delete. When deleting a tag, choose one of the following options:
Select a replacement tag to apply it to every affected profile. If a profile already has the replacement tag, it will not be added again.
Select No replacement to remove the tag from all affected profiles without replacing it.
Important: Deleted tags cannot be archived or restored, and deletion cannot be undone.
Policies
Go to Settings > Policies. To update information, select Edit next to the section you want to change.
Important: Unless otherwise noted, changes apply only to future shifts. Completed shifts keep the settings and values that were in place when they were completed. Exceptions, such as payroll backfill, mileage and travel deductibles, and certain live-in policy changes, are explained in the relevant sections below.
The settings covered under Policies are:
Time Tracking—
Reported Time Rounding: These settings apply to recorded time for all service types unless a workspace service has its own rounding rules. To enable rounding, select an increment, rounding method, and calculation method. Leave all three fields blank if you do not want time rounded. If a service has its own rounding settings, those settings take priority.
Payable Time and Billable Time: Choose which time Careswitch uses for payroll and billing
Submitted
Reported (default)
Scheduled- Selecting Scheduled for payable time displays a labor-law warning. Scheduled billable time is not available for workspaces that use Sandata EVV.
Third-Party Payer Payable Rounding: This setting applies only when Payable Time is set to Reported.
For live-in shifts, the time settings in the applicable live-in policy take priority over these settings.
Milage—
Collection: Billing and payroll have separate mileage collection settings. Choose one of the following methods for each:
Admin Entry — Office staff enter the mileage.
Caregiver Entry — Caregivers enter the mileage.
Automatic — Between Shifts — Mileage is calculated between consecutive shifts. This method does not capture travel to the caregiver’s first shift of the day.
Automatic — Including Commute — Mileage includes travel from the caregiver’s home to the first shift, between shifts, and from the last shift back home.
Caregiver Entry + Automatic — Mileage can be entered by the caregiver and calculated automatically.
If billing and payroll use different collection methods, the billed and reimbursed mileage for the same shift may be different.
Pay Rate and Bill Rate: Pay and bill rates apply regardless of the collection method. To set a rate to zero, enter $0.00. Leaving the field blank does not clear the existing rate.
You may see a warning when a mileage rate appears low. Review the rate before saving to confirm that it meets your agency’s requirements.
Daily Deductible: The daily mileage deductible is the number of miles each caregiver must travel per day before mileage reimbursement begins.
Careswitch applies the deductible across the caregiver’s shifts in start-time order, based on the workspace time zone. The deductible applies to recorded mileage. It applies to travel from home only when the commute is included, such as when using Automatic — Including Commute.
Important: Changing the deductible recalculates mileage for all caregivers in the current open pay period. Payroll that is already processing or paid is not recalculated.
Recalculate Current Pay Period: This button can be found by clicking Edit next to the Milage section and reapplies your current mileage policy to payroll for the open pay period. It updates every caregiver with shifts in that period, including scheduled shifts that have not yet occurred. It does not change your mileage settings.
When to use this button:
A deductible update did not finish — Saving or removing a Daily Mileage Deductible automatically recalculates the open pay period. If the confirmation indicates that some caregivers could not be updated, or the page displays an error or times out, select this button to retry the calculation.
Payroll mileage does not match the current deductible — Mileage in payroll normally recalculates when a shift is edited. Select this button to update the entire open pay period using your current mileage policy.
Travel Time— Travel time uses the same collection methods, separate billing and payroll settings, and rate rules as mileage.
Pay Rate and Bill Rate: Careswitch displays a warning when the pay rate is below the federal minimum wage of $7.25 per hour. Review your state and local minimum-wage requirements before saving a rate.
Use Caregiver Travel Time Rates: Turn on the toggle to pay each caregiver using the travel rate on their profile. If a caregiver does not have a travel rate, their regular hourly rate is used instead.
This setting:
Applies only to hourly shifts.
Changes the workspace travel-time rate to the Fallback Pay Rate.
Applies only to shifts completed after the setting is changed.
Daily Travel Time Deductible: Enter the number of travel minutes each caregiver must accumulate per day before payment begins. The deductible must be entered in whole minutes. Deducted travel time is unpaid and does not count toward overtime.
Important: Changing the deductible recalculates travel time for all caregivers in the current pay period, following the same process as a mileage-deductible change.
Shift Boundries—
Earliest Allowed Clock In: Choose how early caregivers can clock in before a scheduled shift. Enter a value from 0 to 180 minutes. The default is 180 minutes. Enter 0 to prevent caregivers from clocking in before the scheduled start time. Leaving the field blank resets the setting to 180 minutes.
Latest Allowed Clock In: Choose how long after a scheduled shift caregivers can record their clock-out time. Enter a value from 0 to 720 minutes. The default is 720 minutes (12 hours).
This setting limits the time a caregiver can record, not simply when they submit it. For example, a caregiver who forgot to clock out can still enter the correct time if it falls within the allowed window.
This limit does not apply when an administrator completes a shift.
Clock In and Clock Out Explanations: Require caregivers to provide an explanation when they submit a clock-in or clock-out that is more than 5, 10, or 15 minutes earlier or later than scheduled. Select 0 to turn this requirement off. The rule uses the time recorded when the punch is submitted and does not apply to automatic or phone (IVR) clock-outs.
Important: Changes to clock-out limits and explanation requirements can affect shifts already in progress because these rules are evaluated when the caregiver clocks out.
Shift Signatures— By default, clock-out requires both the caregiver’s certification signature and the client’s approval signature. Each signature includes standard statement text.
To remove the signature requirement, clear the checkbox next to that signature type.
A payer’s documentation settings take priority over these workspace defaults. If a payer uses the workspace’s statement text, any changes to that text take effect immediately.
Signature requirements are checked when the caregiver clocks out:
Phone (IVR) clock-outs do not require signatures.
If a client signature cannot be collected, the caregiver can select Unable to Obtain.
If you clear a signature statement and save your changes, Careswitch restores the standard text.
App Lock— This setting helps protect client information if someone else accesses a caregiver’s phone or opens the caregiver portal on a shared computer. Locking does not sign the caregiver out. After unlocking, the caregiver returns to where they left off.
This setting is turned off by default. When enabled, it locks the caregiver mobile app and web portal after 1, 2, 5, 10, or 15 minutes of inactivity. It does not affect office staff using the agency management system.
Unlocking the mobile app: The mobile app uses the phone’s security method, such as Face ID, a fingerprint, or a passcode. If the caregiver’s phone does not have a screen lock enabled, the caregiver is signed out instead.
Mobile devices receive changes to this setting the next time the app is opened.
Unlocking the web portal- Each caregiver creates a four-digit PIN to unlock the web portal. Common PINs, such as 1234 or 0000, cannot be used.
After five incorrect attempts, the PIN is disabled. The caregiver must reset it using a login code.
If the web portal remains on the lock screen for 15 minutes without activity, the caregiver is signed out completely.
Caregiver Reminders— These settings apply to all caregivers in the workspace. Caregivers can turn off email and push reminders in their personal notification preferences, but reminders will still appear in their Inbox.
You can select multiple reminder times:
Before a shift starts: 1 hour, 30 minutes, 15 minutes, or 5 minutes
Before a shift ends: 30 minutes, 15 minutes, or 5 minutes
Missed clock-in or clock-out: Approximately 5–10 minutes after the scheduled time
By default, caregivers receive reminders:
1 hour and 15 minutes before a shift starts
5 minutes before a shift ends
After a missed clock-in
After a missed clock-out
Reminders appear in the caregiver’s Inbox. Email and push notifications are also sent based on the caregiver’s notification preferences.
These settings do not affect office alerts. Office staff who have permission to view shifts always receive missed clock-in and clock-out alerts.
Payroll— Some sections, including Payroll System and Pay Schedule, require separate payroll permissions. Users without these permissions may see only part of the page.
Payroll system: Choose Standard, Viventium, Paylocity, OnPay, Paychex, or iSolved.
Paychex requires a Paychex Client ID.
iSolved includes optional payroll codes and a city-to-location-code table.
Pay schedule: Set the pay frequency, timezone, Payroll Start Day, and Effective Date. Available frequencies are Weekly, Biweekly, Semimonthly, and Monthly. Once a pay schedule is created, the workspace timezone is managed here instead of on the Workspace Profile page. The Payroll Start Day determines the payroll week used to calculate overtime and is separate from the Scheduling Start Day.
When changing an existing pay schedule:
The Effective Date must be in the future and begin a new pay period.
It cannot be earlier than a processing or paid payroll run.
Draft payroll runs on or after that date are deleted and rebuilt.
A one-time gap payroll run may be created automatically.
Timezone changes take effect as soon as you save, regardless of the Effective Date.
Important: During initial setup, selecting a past Effective Date creates payroll runs for every pay period through today. It also recalculates all completed shifts in that period, including shifts that have already been approved or paid. Select today or a future date to avoid this.
Overtime: Configure 1.5x and 2.0x overtime rules for daily or weekly hours, consecutive hours or days, double daily overtime, and seventh-day overtime. Clear a rule or enter 0 to turn it off. Pre-filled values are suggestions only. Overtime changes apply only to future shifts and do not recalculate existing pay. Your agency is responsible for complying with applicable wage-and-hour laws.
Job board: Enable Block overtime caregivers from claiming open shifts to prevent caregivers who are already in—or would enter—overtime from claiming open shifts. The selected fill mode—first to claim or express interest—becomes the default for new open-shift posts only.
Billing—
Include Convenience Fee: Passes electronic payment processing fees to the payer instead of the agency.
Manual/Alternative Payment Method: Enter payment instructions to display in the Payment Instructions section of invoices. Use this for manual payments or to provide a fee-free option when a convenience fee applies.
Live-In— Create a live-in policy with the following settings:
Name: Use a clear, unique name because duplicate names are allowed.
Paid Work Hours: Enter 1–24 paid hours per 24-hour shift. Do not enter 0.
Shift Rules: Choose automatic clock-in and clock-out between days or require a manual daily clock-out.
Payable and Billable Time: Optionally override the Time Tracking settings.
Live-in policies can be edited but not deleted. Days to OT is calculated from the weekly overtime rule and is for display only.
Important: The edit page states that changes do not affect completed shifts. However, payroll recalculations and exports may use the policy’s current settings. Changing Paid Work Hours could therefore affect past shifts if they are recalculated or exported.
Default Pay Rates— Set the default hourly rate and live-in rate. Live-in rates can be hourly or daily. A rate of $0 is allowed, although only the default hourly rate displays a warning on the overview page.
A daily live-in rate must equal at least the applicable minimum wage for every hour worked. Configure ZIP-based rates under Territories.
Update Pay Rates on Existing Shifts is off by default. Review the warning above before enabling it. This option:
Does not update unassigned shifts.
Updates only offer-pending and scheduled shifts that still use the previous default rate.
Workspace Services
Go to Settings > Workspace Services
This is where you can configure services. Services represent the care your agency provides. They can be assigned to private-pay clients, third-party payers, or both. Service settings become the defaults when the service is added to a client.
Creating A Service— Click Create Service to add a service.
Name and Description: Each combination of service name and rate type must be unique. For example, Companion Care – Hourly and Companion Care – Visit can both exist.
Private Pay Rates: Skip this section if the service is billed only to third-party payers.
Select an Hourly, Live-In, or Visit rate type. If no rate type is selected, the service is saved as Hourly. Live-In services require a Live-In Policy to be created first.
At least one rate is required. A Regular rate of $0 is provided by default. Rate names:
Can use suggested options such as Regular, Weekend, Overnight, and Holiday, or custom names.
Must be unique within the service.
Cannot have negative amounts.
Rounding Rules: Rounding is available only for hourly services. Choose:
An increment from 1–60 minutes.
A method: Nearest, Up, or Down.
A calculation based on each clock-in and clock-out or the shift’s total duration.
Complete all three settings or leave all three blank. Service-level rounding overrides the workspace rounding rules under Policies → Time Tracking.
Shift Rules: These rules apply to scheduling and clock-outs, regardless of the payer.
Cross-Midnight Shifts: Choose Split or Continuous. Continuous is the default. Changes apply to new schedules and to existing shifts when caregivers clock out.
If any client services use a custom cross-midnight setting, you can reset them to the new service setting or keep their current settings when saving.
Minimum Shift Time: Enter a whole number greater than 0. The default is 5 minutes, and the unit cannot be changed.
Payroll Codes: Payroll codes appear only when the workspace uses iSolved. You can optionally override the workspace codes for regular, overtime, holiday, and canceled-but-paid shifts. Codes can contain letters and numbers, are limited to 10 characters, and are saved in uppercase. Leave a code blank to use the workspace default from Payroll Policies.
Editing or Archiving— To edit or archive an existing service, open it and select Edit or More → Archive.
A service cannot be archived if it:
Has ongoing client services.
Belongs to a service group in an active policy.
The archive dialog identifies what is blocking the service. End-date the listed client services and remove the service from the listed policies before archiving it.
Archived services cannot be edited until they are unarchived. A service also cannot be unarchived if an active service already has the same name and rate type.
Care Forms
Go to Settings > Care Forms
Use Care Forms to configure the AI-generated Intake, Assessment, and Care Plan forms for client services.
Generation Instructions: Enter optional instructions for how Looper should write forms, including your preferred tone, detail, and terminology. For example: “Keep documentation concise and avoid clinical jargon.” These instructions apply to every intake, assessment, and care plan generated in the workspace. To remove them, clear the field and save.
Templates: Intake, Assessment, and Care Plan templates are managed separately. Each template contains sections that you can add, reorder, or remove.
Every section requires:
A name.
A description explaining what Looper should write in that section.
Describe the information the section should contain rather than writing the form content itself. New forms begin with the section names and blank content.
When creating another intake for a client, the new intake copies the sections and content from the client’s previous intake instead of using the current template. Intake template changes therefore apply only to clients who have never had an intake. New assessments and care plans always use the current template.
New forms cannot be started for a client service if its workspace service is archived.
Important: Template changes apply only to forms created afterward. They do not update current or previous form versions.
Document Templates
Go to Settings > Document Templates
Manage reusable PDFs for onboarding packets, supporting documents, and signature requests.
Creating a Template: Upload a PDF, enter a name, and optionally add a description. Then select a Signer Type:
Employee: Can be sent from the employee’s Documents tab or the template page.
Recipient or General: Can be sent only from the template page in Settings.
Set templates to Active or Inactive: To deactivate a template, select the three-dot menu next to it and choose Deactivate. To reactivate the template, open the same menu and select Activate. Inactive templates cannot be sent and no longer appear on employee profiles, but previous requests remain available. Use Inactive instead of deleting a template you no longer use.
Deleting a Template: To delete a template, select the three-dot menu next to it and choose Delete. If the template has signed requests, deleting it also requires permission to manage documents.
Warning: Deleting a template permanently removes the template, every request sent from it, and every associated signed PDF. This cannot be undone. Because signed documents may need to be retained, use Inactive to retire a template unless permanent deletion is intended.
Rules
Go to Settings > Rules
Shift Review Rules are plain-language instructions that Looper uses to review completed shifts. If a shift breaks a rule, Looper flags an exception for billing, payroll, or both.
Creating a Rule: Enter a Name for the rule. This name appears as the exception title.
In Definition, clearly describe what Looper should identify. Use specific, objective criteria. For example: “Flag shifts where the caregiver clocked out more than 30 minutes after the scheduled end and the notes do not explain why.” Avoid vague instructions such as “Flag unusual shifts.”
Optionally select a Target Audience:
Include: Apply the rule only to shifts involving the selected roles or people.
Exclude: Skip shifts involving the selected roles or people.
Leave this field blank to apply the rule to the entire workspace.
Select Billing, Payroll, or both. At least one is required. For each selected area, choose:
Non-Blocking: Flags the exception without holding up billing or payroll.
Blocking: Prevents the completed shift from being added automatically to an invoice or approved automatically for payroll.
Editing or Deleting a Rule: Select the three-dot menu next to it and choose Edit or Delete.
When Rules Run: Rules run when a shift is clocked out by a caregiver, closed by an automatic clock-out, or completed by Looper. They also run when someone starts another review from the shift, a payroll timesheet or run, or billing items.
Important: New and edited rules are not applied retroactively. They affect only shifts reviewed after the change. Re-run the review to apply them to existing shifts.
Resolving Exceptions: A resolved exception remains resolved unless the review is run again. If Looper still finds the issue during the new review, the exception reopens as unresolved.
If the issue is no longer found—such as after correcting the shift—the open exception closes automatically.
Deleting a rule does not immediately clear its existing exceptions. They close the next time the affected shifts are reviewed.
Command Center
Go to Settings > Command Center
Use these settings to configure the Command Center briefing, a one-page operational summary that Looper generates on a schedule. The briefing only reads workspace information; it does not make changes.
Access:
Anyone with Looper: View permission under Roles → Looper and Command Center can change these settings. This access is not limited to administrators.
Anyone with access to Reports, New Sessions, or Scheduled Runs in Command Center can read the briefing.
Settings:
Snapshot: Turn scheduled briefings on or off. It is off by default, and no briefings are generated while it is off.
Sections: Every briefing begins with an Executive Summary.
Choose and reorder any additional sections:
What Needs Attention
Staffing & Coverage
Cash & Billing
Authorizations & Compliance
Payroll
Client Service
Workforce Health
Watch Items / Opportunities
Key Evidence / Metrics
Blind Spots
The default sections are What Needs Attention, Key Evidence / Metrics, and Blind Spots. If you remove all optional sections, the briefing contains only the Executive Summary.
About this agency / what to prioritize: Enter up to 2,000 characters describing your agency and its priorities. This context helps Looper focus the briefing on what matters to you. For example: “Medicaid-only Indiana provider; prioritize Sandata EVV gaps and IHCP authorization burn-down.”
Tone: Choose Executive, Operations lead, or Owner-operator. Executive is the default. Operations lead includes more names and next steps, while Owner-operator is more concise. Tone affects how information is presented, not what information is included.
Skip these areas: Exclude Staffing, Billing & cash, Authorizations, Payroll, Client service, Workforce health, or Compliance/EVV. This is useful for work managed outside Careswitch, such as outsourced payroll.
Frequency: Generate the briefing daily, on weekdays only, or weekly. Daily is the default. For weekly briefings, select a day.
Earliest delivery time: The default is 8:00 AM in the workspace timezone. Because the system checks hourly, the briefing may arrive after the selected time rather than exactly at that time.
Run as: Select the administrator whose workspace access Looper should use. The briefing includes only information that administrator can view. Pick automatically uses an active administrator and automatically selects another if that person is removed.
Generate Now: Select Generate Now to create a new briefing immediately and replace today’s existing briefing. This option is available only when Snapshot is on.
Save your changes before generating because the briefing uses saved settings, not unsaved edits. Generation may take a few minutes. If it is still processing, return to Command Center shortly to view it.
Rate Modifiers
Go to Settings > Rate Modifiers
Rate modifiers adjust employee pay or client billing for holidays and other circumstances. They are organized into Holidays, Pay Modifiers, and Bill Modifiers.
Holidays: There are 18 holidays listed. Each holiday displays its next date.
Set separate pay and bill rate multipliers for each holiday. Both default to 1x, which does not change the rate. Set both multipliers to 1x to turn off the holiday modifier.
Holiday modifiers apply automatically to qualifying shifts, including shifts that cross midnight into the holiday.
Only Christmas Eve and New Year’s Eve can begin at a specific time. For example, a 5:00 PM start applies the modifier from 5:00 PM to midnight. Leave the time blank to apply it all day.
Holiday pay of 1.5x or more is treated as a separate overtime premium and is excluded from the blended rate used to calculate regular overtime.
Important: Saving a holiday change immediately updates all uncompleted shifts on that holiday, their invoice lines, and payroll calculations. Completed shifts do not change, including shifts with manual edits.
Pay Modifiers: Pay modifiers adjust employee pay and must be added manually to the applicable shift or schedule.
Click Add Pay Modifier. Enter a name and select a type:
Multiplier: Multiplies the pay rate and must be at least 1.
Add to rate: Adds an amount to the hourly rate.
Add to total: Adds a flat amount to the shift’s gross pay.
Editing or deleting a pay modifier updates unassigned, offer-pending, and scheduled shifts, as well as ongoing recurring schedules that use it. Completed shifts are not affected. Deleting a modifier cannot be undone.
Bill Modifiers: Bill modifiers adjust client billing and must be added manually to the applicable shift or schedule.
Click Add Bill Modifier. Choose Multiplier, which must be at least 1, or Add to rate. Bill modifiers do not support adding a flat amount to the total.
You can also enter an optional Billing Code (HCPCS modifier) for claims. The code must contain exactly two letters or numbers, such as “TV.” Confirm the correct code with the payer before using it.
Editing or deleting a bill modifier updates upcoming shifts and ongoing recurring schedules that use it. Completed shifts are not affected, and deleting a modifier cannot be undone.
Territories
Go to Settings > Territories
Territories let you pay caregivers different hourly rates based on the client’s ZIP code.
To use territory rates:
Create a territory and assign ZIP codes to it.
Clients are automatically assigned to a territory based on the ZIP code in their address.
Add territory-specific hourly rates to each caregiver’s profile.
The caregiver receives the applicable territory rate when working for a client in that territory.
Creating and Editing Territories:
Enter a territory name, such as “Farmington,” and select its ZIP codes. The list includes ZIP codes from existing clients in a City — ZIP format. You can also enter any five-digit ZIP code, even if no current client uses it.
A ZIP code can belong to only one active territory. ZIP codes assigned to another active territory are unavailable. Because cities can contain multiple ZIP codes, territory assignments are based on ZIP code rather than city.
Saving a territory updates client assignments. Clients in added ZIP codes receive the territory tag, while clients in removed ZIP codes lose it.
Changes That Affect Pay: After confirmation, upcoming shifts for affected clients use the territory rate or return to the caregiver’s base rate. Payroll is recalculated for those caregivers. Completed shifts do not change.
Archiving and Deleting:
Archive: Territory rates stop applying, and upcoming shifts return to base rates. Clients keep the territory tag, but the ZIP codes become available for other territories.
Unarchive: Territory rates begin applying again. A territory cannot be unarchived if another active territory has claimed one of its ZIP codes. The error identifies the conflicts so you can remove the ZIP codes from one territory first.
Delete: A territory can be deleted only if it has never been used. This means it has no tagged clients or caregiver rates and has never applied to a shift. If deletion is unavailable, the page explains why; archive the territory instead.
Permissions: Managing ZIP codes requires Manage permission. Users with View permission can see each territory’s client count but cannot see client ZIP codes.
Financial Targets
Go to Settings > Financial Targets
Financial Targets let schedulers compare caregiver assignments against a target margin when assigning shifts.
Two calculation types are available:
Gross profit: Bill rate minus caregiver pay.
Net profit: Bill rate minus caregiver pay and deductions, such as overhead or payer fees.
Creating a Financial Target:
Enter the following information:
Name: Must contain at least two characters.
Shift Method: Select one or more options: Hourly, Live-In, or Visit-Based.
Payer Type: Select Private Pay, Medicaid, Medicare Advantage, Long Term Care Insurance, Veterans Affairs, or Other.
Payers: Leave blank to include all current and future payers, or select specific payers to create different targets.
Target: Enter a percentage or fixed dollar amount.
Net profit calculations require at least one deduction. Each deduction must have a name, an amount greater than $0, and a percentage or fixed-amount type.
Important: Currently, selecting a Payer Type other than Private Pay prevents the calculation from linking to shifts billed to client or contact payers. These payers are treated as private pay, while the other payer types are reserved for future third-party payer integrations. For most agencies, select Private Pay.
Additional Information:
Financial Targets cannot be deleted, so use clear, specific names.
Users need Financial Targets: Manage permission to open and view calculation details.
Shifts link to a calculation when they are scheduled. Editing the calculation may also update the projected profit on shifts already linked to it.
Enterprise
Go to Settings > Enterprise
An enterprise groups one or more workspaces so they can share settings and integrations, such as NetSuite. Every workspace belongs to an enterprise, even if it is the only workspace in it.
Access: There is no separate enterprise role. Any active Workspace Admin in at least one workspace can manage the entire enterprise, including renaming it and configuring NetSuite for every workspace—even workspaces they do not administer.
Users without access who open an enterprise link are returned to the home page.
Opening the Enterprise: Workspace Admins can open Settings → Enterprise.
For enterprises with multiple workspaces, the tile displays the enterprise name, workspace count, and Open Enterprise View.
For a single-workspace enterprise, select Set Up Enterprise. This renames the existing enterprise and opens it; it does not create another enterprise.
Under Enterprise Profile, enter an enterprise name containing 1–100 characters.
Linking and Unlinking Workspaces
Link a workspace: Select from workspaces you administer that currently belong to another enterprise.
Warning: If you move the last workspace out of an enterprise, that enterprise is permanently deleted along with its Looper sessions, reports, and NetSuite connection.
Unlink a workspace: The workspace moves into a new enterprise named after it. You cannot unlink the last remaining workspace in an enterprise.
Important: Linking or unlinking a workspace permanently removes its NetSuite subsidiary, service-item and customer mappings, and links to existing NetSuite records. Pending syncs are canceled, and linking the workspace again does not restore this information.
NetSuite (Enterprise → Billing → NetSuite)
Complete the setup steps in order.
1. Connect NetSuite
The first time the page is opened, Careswitch automatically creates a security certificate valid for two years. Download the certificate and register it in NetSuite using an OAuth 2.0 integration record and machine-to-machine setup.
Enter the NetSuite Account ID, Client ID, and Certificate ID. You can paste a NetSuite URL into the Account ID field. Select Verify and connect to test the credentials.
A NetSuite account can connect to only one enterprise.
2. Map Workspaces to Subsidiaries
Assign each workspace to a different NetSuite subsidiary. Two workspaces cannot use the same subsidiary.
Each workspace also needs an invoice-number suffix containing 1–9 letters, numbers, or dashes. For example: CS-PP-1042-EA.
Warning: Changing a workspace’s subsidiary permanently removes its service-item and customer mappings.
3. Map Service Items
Map every active service in each workspace to a NetSuite item. Careswitch does not create items in NetSuite.
Invoices containing an unmapped service are held. After you map the service, Careswitch automatically resends the blocked invoices.
4. Select the Accounts Receivable Account
Choose one Accounts Receivable account for the entire enterprise. Payments are held until this account is selected and are then resent automatically.
5. Enable Live Sync
Enable live sync separately for each workspace. While sync is active, that workspace’s subsidiary and invoice suffix cannot be changed.
Important: Live sync does not backfill invoices. Invoices sent before live sync is enabled are not transferred to NetSuite.
Maintaining the Connection:
Certificate renewal: A warning appears 30 days before the certificate expires. When it expires, syncing stops for every workspace. Register a new certificate in NetSuite, then enter its new Certificate ID in Careswitch.
Sync interruptions: Turning off live sync or disconnecting NetSuite creates a gap that is not backfilled. Billing activity created during the gap is not sent when syncing resumes; only previously queued jobs continue. Avoid sync gaps or plan to enter the missing activity manually.
Changing NetSuite accounts: Updating the credentials to use a different NetSuite account permanently removes all mappings and the Accounts Receivable account.
Needs Review: Use Needs Review to manage items that could not sync:
Retry: Adds the item back to the sync queue.
Acknowledge: Permanently skips the item unless a new billing change occurs.
Items marked "reconcile it manually" may already exist in NetSuite, so only Acknowledge is offered.