TRUE CARE SYSTEM • TROUBLESHOOTING
Payroll Issues
Resolve employee rates, hours, overtime, extras, payroll runs, history, tax settings, and direct-deposit 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 employee rates, hours, overtime, extras, payroll runs, history, tax settings, and direct-deposit issues.
Diagnostic Checklist
Verify base rate, training rate, mileage rate, effective date, and employee type.
Confirm approved hours, overtime threshold, holiday, PTO, sick, training, and mileage.
Verify Sunday-to-Saturday dates, cutoff, filters, and staff type.
Review employees, hours, units, gross pay, generated by, version, and status.
Confirm federal, Social Security, Medicare, operating state, and local jurisdiction setup.
Verify masked bank data, allocation, priority, status, and effective date.
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.