Customer Support Ticket Numbers for Mobile App Clocking In/Clocking Out Questions
This message is targeted to AHCA BA providers in Regions 9, 10 and 11.
AHCA and Netsmart would like to address an issue with AHCA BA rendering providers (RBTS, Lead Analysts and Assistant Lead Analysts) who are presently calling the Netsmart Mobile Caregiver+ customer support to request a case number or ticket number for mobile app clock in/clock out issues.
Case or Ticket Numbers will only be provided to callers who are able to provide complete documentation of an error with the Mobile Caregiver+ mobile application, including a screenshot of the error at the time the error occurred.
Mobile Caregiver+ error reports should include the following information in order to receive a Netsmart Support Case Number:
- Provider Agency Name
- Rendering Provider Name
- Date/Time of Event
- Screenshot of Error Received
- Phone Model
- Phone Operating System Version
Providers who reach out to the Netsmart customer support team and are not able to meet the criteria listed above, will not be issued a case number or ticket number for Mobile Caregiver+ clock in/clock out issues.