TRUE CARE SYSTEM • TROUBLESHOOTING
BSS Issues
Resolve BSS case, assessment, Daily Services, supervisor review, billing review, and report issues.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Resolve BSS case, assessment, Daily Services, supervisor review, billing review, and report issues.
Diagnostic Checklist
Verify the Individual, assigned BSS, supervisor, level, status, and effective dates.
Confirm service date, billable and non-billable entries, units, narrative, and status.
Check Waiting Review, Approved, Returned, and required correction messages.
Confirm only approved billable work appears and the rate comes from Service configuration.
Verify Sunday-to-Saturday dates, service code, units, rate, amount, and supervisor information.
Ensure BSS records and reports remain isolated to the authenticated Provider.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.