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*WHEN IN DOUBT FILL OUT A PAPER NOTE* Technology is great, and Provider Soft is very user-friendly, but sometimes things happen last minute or during a session that you may not have anticipated. A paper note can always be uploaded and you will be paid for your time as long as you log it appropriately. Don’t panic.
What if my note disappeared?
Fill out a paper note, have it signed and upload it to Provider Soft.
If you have already left the house and then the note disappears:
Post a single session and attach a paper note
Fill out a paper session note and get it signed by the family. Preferably ASAP, however, we understand that you may not be in the same area again. In that case, get it signed at the next scheduled session.
Once the note is signed, return to the session logging page in the website and select the pencil beside the pending note.
Select attach note to attach the note to the units.
TIP: If you fear that your note will not be saved, you should take a screenshot of the note before exiting the session, that way, worst-case scenario, you have the content for the note that you need to repopulate.
If you are using the app, please try logging out and back in again.-See Video
What if your child's name is not appearing in the app or if the note is stuck in the Que?
If your child's name is not showing up on the App (but you can see the name via the website), sign out of the App and sign back in!
If the Session Note is in a Queued for Submission status, please make sure your Mobile Device has a connection to either a Mobile or Local Network.
If your Mobile Device has a connection to either a Mobile or Local Network and is able to access the internet without issue, continue to the troubleshooting steps below.
Confirm the ProviderSoft Mobile App is Up-To-Date
This can be done by visiting your Mobile Device's App Store (iPhone or Android). *Please note that the exact steps may differ based on your Operating System Version.
Android
Open the Play Store.
Tap the profile icon at the top right of the screen.
Tap Manage apps & device.
On the Overview tab, touch Updates available.
Tap Update next to an app to update only that app, or tap Update All.
iPhone
Open the App Store.
Tap your profile icon at the top of the screen.
Scroll to see pending updates and release notes.
Tap Update next to an app to update only that app, or tap Update All.
Log Out and Log Back In to the ProviderSoft Mobile App
Open the ProviderSoft App and enter your Pin to login.
Navigate to the Menu and touch Logout.
Via the Log In screen, log back in to the ProviderSoft Mobile App.
Navigate to Menu > Assignments and touch and pull down on the Assignments list. A refresh arrow will appear, spin and disappear.
Navigate to Menu > My Notes and touch and pull down on the Notes list. A refresh arrow will appear, spin and disappear.
Leave the App open for at least 5 minutes for data to sync.
What if your note is stuck in drafts?
Look to make sure the time and units match
If you have requested a signature a one-time code is typically emailed to families.
Until the note is signed, it will not be available for edits or drop off of the Drafts tab. However, you can go in and Revoke the Signature Request to be able to remove the note from your Drafts tab if the note does not require a Parent signature. If the note does require a Parent signature, you can Resend the request and once the parent signs, you'll be able to remove from the Drafts tab. To revoke the signature, follow the steps below:
My note says Failed/Incomplete or Request Signature?
A pop-up will show and explain what the possible reasons for the failure are. It will direct you back to the missing information to fill in. If at any time, a new notification pops up that you do not recognize or understand, please screenshot it and email to your mentor for troubleshooting.
I am getting an error message: check to make sure you didn’t log any other activity or missed session that week:
If you logged a missed session:
Cancel the missed session in session logging
Create a session note as you typically do
If a child moves to not current-
If it is the day before the child’s third birthday and they are moved to the Not Current list, you can still submit a session note.
If the IFSP has expired, and an annual was held but the IFSP has not been updated- email admin to create a new plan in providersoft. This will allow us to bill for services and submit session notes under a Pending Authorization Plan. (if you are at the house when you notice this, submit a paper note and email admin after the session to let them know the child needs a Pending Auth. Plan).
I Made a Mistake on a Session Note, what should I do?-
I may have written the wrong time, date or name on the session note. The note will be a PDF and you can only edit it with a PDF writer or print, make a correction and re-upload it on the desktop EMR as an attached note.Please alert Ann if this happened and make the adjustment quickly so it can be correctly captured for billing/payroll.
Co-treating-
If you co-treat with another provider, you may have trouble posting notes with the same exact timing. Please let Ann know if you run into this, as the child's account information can be updated to allow for co-treat billing.
Provider Soft Healthy Habits:
Have your device fully charged in the morning
Refresh your device screen
Device should connect to wifi at least once daily to sync
Click search to refresh or auto-populate
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