Practice Management/Scheduling FAQs

Admin/Set Up: Question/Concern	Response	Self-Help Guide

Admin/Set Up: Question/Concern	Response	Self-Help Guide
I am trying to add a funder to a client but I am not able to see the funder and/or the service line.	In order to add a funder and authorization to a client profile, the Company Account>Funder page must have service lines and services added to each funder.	Setting Up Your Funders and Billing Codes
How do I schedule without adding an authorization to a client?	It is recommended best practice to add authorizations to all clients, even if they are placeholder authorizations based on your assessment rather than funder requirement. Disabling the authorization requirement can be done on the Funder page of your Company Account for specific services but this will disable the ability to track utilization against what has been scheduled.	Setting Up Your Funders and Billing Codes
I have a new Admin or am wanting additional information on my Company Account settings.	Please review the “Self-Guided Training Modules for NEW USERS” resource which has many guides that pertain to the Company Account, scheduling information, etc.	Self-Guided Training Modules for NEW USERS
When adding a new funder, I see ‘Insurance, Private Pay & Other’ as options for funder type, what do these mean?	Designating the funder type ensures that all information necessary for the set up of the funder, when adding to a client profile, is included. “Insurance” funder type would include all commercial, Medicare & Medicaid funders. “Other” would require less set up when adding the funder to the client and should be used for Regional Centers, Schools, etc.	Setting Up Your Funders and Billing Codes
How do I set up Service Names and Billing Codes for funders that approve units by specific modifiers?	If you have funders authorizing units by specific modifiers for the same billing code you can do the following: Create Service names in your Company Account that include the modifier or add language to the service name that matches the authorization. Then when adding the billing code to your funder set up, make sure you select the restrict by credential option so you can add the modifier(s) for the matching staff credential.
I need to edit my funder set up but notice that certain fields are greyed out and cannot be edited. What should I do?	Once a service/billing code has been used in the system (added to an authorization and/or scheduled against), then the Service name, Unit Type & rounding rules cannot be changed/edited. Additionally, credentials can be added or edited, but not removed from a service once added. If changes are needed, recommended best practice is to inactivate the code, re-add the code as needed and then update all existing client authorizations & appointments.	Editing Funders and Billing Codes in the Company Account
I need to update staff member pay code rates but the system will not let me due to those pay codes previously being scheduled against.	If you need to start paying a staff member at a different hourly rate, add a new pay code of the same name/type and that will end-date the prior pay code. If you were previously paying the staff member at an incorrect rate, you can add a new pay code of the same name/type and enter the start date to be prior to the incorrect pay code, causing the incorrect pay code to ‘disappear’. This will then pull through on the already scheduled appointments and you can also re-run your payroll, if needed, to see these updated rates.	Pay Codes
How do I set up EVV, clock in/out of appointments, and approve/manage EVV appointments in my Rethink account?	If you are in an EVV required region, please reach out to your Customer Success Manager or the Rethink Support team at support@rethinkbh.com to enable EVV for your account. Once EVV is enabled, please follow the directions listed in the self-help guides.	Electronic Visit Verification (EVV)
How can I use the Tasks and Notifications section of my Rethink account?	Refer to the Self-Help Guide	Tasks and Notifications
Scheduling: Question/Concern	Response	Self-Help Guide
I am trying to schedule a staff for an appointment but I cannot. What is missing?	Staff must be set up with their General Information, Pay Codes, and (if being scheduled for billable services and based on your funder set up) a professional credential.	Staff Profile Set Up
A staff member cannot see the scheduling tab.	All staff must have ‘Scheduling’ checked on their staff profile>General information.
How do I set a schedule block, nonpayable overlaps, or other nonpayable time for a staff?	This can be set up by setting up and using Non-payable (N/A) pay codes. Once added to staff, then staff can be scheduled using these nonpayable (N/A) codes and the time will not calculate as payable on the payroll export.	Pay Codes
I am trying to schedule a client, but I don’t see a service option. What do I need to do?	When scheduling a client, service options display based on what a client has an authorization to receive (current auth) and staff have a professional credential to provide.	Entering Authorizations Staff Profile Set Up
How do I match up client and staff availability?	If availability for client and staff have been set up under their profiles, the background of the scheduler will be white when available and grey when unavailable. If you pull up both a client and staff on the Individual Calendar view, the most restrictive view will show meaning you will only see white when BOTH the client and staff are available.
Session Notes/Completing Appointments: Question/Concern	Response	Self-Help Guide
How do I include the ability to sync the data collected into session notes?	You can create your Session Note templates to include the “Daily Summary Sheet” found in the Client Report Templates Tab. When creating a new template, you will see a bank of options on the right hand side to drag and drop into your template. Under “Clients” is where you can find the Daily Summary Sheet. Remember, best practice is for the staff to use their mobile app to access the Calendar>Their Scheduled Appointment and take data. They can then select “Include Only Linked Data Points” on the Daily Summary Sheet to connect the data collected for that specific appointment.”	Creating Billable and Non Billable Session Note Templates
How do I download session notes or view old ones in the scheduler? Do I need to go through past appointments on the scheduler?	All completed session notes save into the Client File Cabinet.	Client Filing Cabinet for Direct Staff
My appointment says ‘Needs verification’. What does this mean?	“Needs verification” indicates that the appointment in incomplete. For all appointment types (Billable, Nonbillable, Travel) staff must verify the appointment. Billable appointments may also require a parent verification and/or a session note entered, depending on your Company Account>Scheduling requirements.	Verifying Appointments and Adding Session Notes
How do I recover a session note draft?	Session Note Drafts are recoverable based on your Roles/Permissions.	Recover Previously Saved Draft Session--Training Guide
I am having issues with loss of data when completing session notes and/or appointment verifications.	Have you ensured that you have downloaded appointments into the app by opening the app while within WIFI connectivity? Updates made to a schedule after the appointments were downloaded will not be reflected. Are you attempting to use the app and Rethink website simultaneously? The app and website are not intended for simultaneous usage. Because appointments must be downloaded into the app, data can get overwritten or lost if also attempting to use the website at the same time. Have you ensured that you are using the most updated version of the app? Are you ensuring that you have clicked ‘sync’ in the app? Are you ensuring that you have returned to an area of WIFI connectivity after syncing in the app?	Technical Troubleshooting Tips for the RethinkBH App - IOS and Android Technical Specs
I have added an appointment and/or made changes to an appointment through the website but staff are not seeing this change in the app.	Please note that the app is intended to work offline and is not the ‘live’ environment of Rethink’s website. The app must be opened while within WIFI range so that appointments ‘download’ into the app. Data, verifications, and Session Notes then must be ‘synced’ so that when back in WIFI range they will upload back into the website. We encourage frequent opening of the app within WIFI range throughout the day, when possible, so that any updates through the website will appropriately update into the app.* **Appointments that are changed through the website after the user has downloaded appointments into the app will not reflect these changes in the app. Therefore, these app appointments will now upload back into the website as archived appointments.	Auto-Archived Appointments-Website Tutorial What APP users need to know
Reports: Question/Concern	Response	Self-Help Guide
I see Roll Up on my Billing Report. What does this mean?	Roll ups are based on the combining rules set up on your Company Account>Funder page. Based on these rules, appointments will combine into one claim line on the Billing Export. Combining options are: Do not Combine Combine for same day, client, and procedure Combine for same day, client, procedure, and rendering provider	Setting Up Your Funders and Billing Codes
I have some staff who have multiple credentials, which credential modifier will pull to the Billing Report?	If a staff member has multiple credentials that were added for the same funder billing code, Rethink will default to the credential with the highest eligible rate for billing purposes. If the rates are the same for the staff credentials, then the modifier will pull based on which was added to the staff profile first. We recommend that you review and ensure that staff credentials have appropriate effective & expiration dates.	Manage Staff Licenses and Credentials (Staff Profile)
The payroll export is showing only some of the appointments that I was expecting to see.	Payroll export shows appointments that are completed, unless you choose to include incompletes. You can review incompletes via the Appointment List of the scheduler.	Reporting Dashboard: Practice Management Reports
The times of appointments appear correct on my Billing Export, but the unit totals are not what I expect. How are these units calculated?	Units are calculated based on the times of the appointments and the rounding rules set up on the Company Account>Funder page for each service.	Here is how the Rounding Rules work: (Based on ABAi recommendations):
I now see an option to Include ‘Cancelled/Archived Appointments’ in my Billing Export and in my Payroll Export, why?	Archived appointments are appointments that were downloaded into the Rethink app prior to changes being made to those appointments through the website. The data, session notes, and/or verifications for those appointments will now be synced to an archived appointment. We encourage you to review these archived appointments as part of your internal auditing purposes.	Auto-Archived Appointments-Website Tutorial