Individual ProviderOne Training Packet

Transcription

1 Individual ProviderOne Training Packet Welcome to Individual ProviderOne (IPOne)! This packet contains written instructions on how to register and use IPOne. Please Note: There are Two Learning Options Available: Written Training Manual is enclosed which provides step-by-step instructions on how to register and use IPOne. Online Training: An online clickable training. Please fill out the online survey at the end of the online training to provide your feedback. *If you prefer to receive instructions in a language other than English, you may contact the IPOne Call Center. The above information and more can be found on: IPOne Call Center:

2 TRAINING MANUAL FOR Individual Providers Training Introduction and Table of Contents Use this Training Manual to reference instructions on how to use Individual ProviderOne (IPOne). The manual will take you through the step by step process on registering and logging into the system and using the self-service options and other IPOne services available to you as an Individual Provider. Table of Contents: 1. Training Introduction & Table of Contents 1 2. Individual ProviderOne Training Manual Glossary 2 3. What is Individual ProviderOne? 4 4. How to Create an IPOne User Account 5 5. How to Set Up My Payment Preference 8 6. How to Update and Verify My Tax Information How to View Authorization Information Benefits of Submitting My Timesheets Online How to Submit My Timesheet Online Error Messages You May See When Submitting Your Electronic Timesheet How to Submit a Timesheet Using a Mobile App How to Submit a Paper Timesheet How to Avoid Making a Mistake on My Paper Timesheet How Often Will I be Paid? How to Look Up My Payment Information How to Read My Paycheck Stub Frequently Asked Questions (FAQs) Who to Contact If I Have Questions 55 Addendums 1. How to Edit / Adjust Timesheets Overtime and Where to Find Overtime Information 63 TRAINING MANUAL FOR Individual Providers 1

3 Individual ProviderOne Training Manual Glossary Glossary Term ALINE Debit Card Application for Employment Tax Exemptions Authorizations BetterOn-Line Call Center Case Manager Client Client Responsibility Direct Deposit (DD) Department of Health Distribution Percentage Electronic Timesheet (e-timesheets) E-Timesheet Template Employer Error Messages Form W-4 Individual Provider (IP) Individual ProviderOne (IPOne) IPOne Mobile App Definition of Term A debit card that you can have 100% of your paycheck put onto every pay period An IPOne form that you can use to learn and submit if you are eligible to not pay certain types of taxes Describes the type of care and how many hours of care providers can claim for payment PPL s name for the Portal, a system that allows providers to sign in and electronically view provider information and submit electronic timesheets Local, bilingual staff you can call to assist you with questions about how to use IPOne A support role associated to clients, not individual providers The individual you provide services for; also named your employer The amount that you may need to collect from your client/employer because they may have to pay for some of their services. Also called participation. A payment method. You can get your paycheck sent directly to your bank account(s) The state agency responsible for maintaining provider credentialing. The amount from your paycheck that you want to have deposited into your bank account(s). Must equal 100% if using more than one account, up to two accounts Your timesheet completed and submitted online An electronic timesheet that you can fill in and save so you can submit online timesheets more quickly The individual you provide services for Indicates there is a problem with an authorization that needs to be resolved before you can be paid An Internal Revenue Service (IRS) form that you can use to request that taxes are taken from your paycheck You, the individual providing services to the client/employer The system that you will use to get paid An application for submitting you timesheets from your tablet or smartphone TRAINING MANUAL FOR Individual Providers 2

4 Glossary Term Operations Center Pay Period Payroll Schedule Pend and Denial Messages Portal ProviderOne Number Service Code Smart Phone Task Training Partnership User Account Username Definition of Term Location where timesheets are processed and payments and W2 are generated and sent to providers The period of time that you will be paid on a single check A list of dates showing when timesheets are due and when payments will be sent to IPs Indicates there is a timesheet problem that needs that needs to be resolved before you can be paid The name used for a system that allows providers to sign in and electronically view provider information and submit electronic timesheets A unique nine digit number found in your Welcome Letter that identifies you as an individual provider A unique code linked to a type of service to be performed. This will be listed on an authorization. Typically one letter followed by 4 numbers (example: T1019: Personal care service). A cell phone that has internet capability to submit your timesheet through the IPOne App Detail to be added to a timesheet specifying what authorized activities were performed during the job The Agency that manages training for IPs A username and password in IPOne that allows IPs to see their own personal information, timesheets, paycheck stub, and their employer s authorizations for IP services The combination of letters and/or numbers that each IP creates to sign-in to IPOne TRAINING MANUAL FOR Individual Providers 3

5 What is Individual ProviderOne? Individual ProviderOne, also known as IPOne, is the online system that enables you to submit your timesheets and GET PAID! IPOne also provides real-time access to important information in a secure environment, 24 hours a day, 7 days a week. You will be paid by submitting your correct and completed timesheet(s) to IPOne. The State of Washington has contracted with PCG Public Partnerships, LLC (PPL) to operate and support IPOne, including: Local, bilingual Call Center staff will be able to assist you with questions about how to use IPOne. An Operations Center will process your timesheets, send payments, and mail W2s. IPOne is EASY to use! o o o Register and set up an IPOne account online. Update your information online. Submit timesheets using a computer or the IPOne smart phone app. REMINDER, with the new payment system, you have to submit timesheets in order to get paid. o Sign up to get your paycheck deposited directly to your bank account(s) or a debit card. o Use a personalized paper timesheet if you do not have a computer or a smart phone. o Use the toll-free fax line to send your timesheet to IPOne. o Mail your timesheets if you do not have a computer, smart phone, or access to a fax machine. **U.S. Mail may delay payment** o Look up your submitted timesheets and paycheck stubs. TRAINING MANUAL FOR Individual Providers 4

6 How to Create an IPOne User Account IPOne is a secure website, accessible only to users whose data is in the system. Only authorized users are able to view limited information based on their user role. All users must have a username and password to log in. Go online to and click on the Login link for the BetterOnline IPOne web portal. Select Sign Up. This will bring you to the New User Registration page. Choose Washington from the drop down options. TRAINING MANUAL FOR Individual Providers 5

7 Select IPOne as the Program drop down menu and the role drop down will display Provider for your Role. Then click Next. Confirm who you are by entering your credentials. The fields required are: ProviderOne ID (this can be found in your Welcome Packet), your Last Name, and your Social Security Number. Once you have set up your username and password, you will have all IPOne benefits available to you! Enter your SSN with no spaces or dashes: Example TRAINING MANUAL FOR Individual Providers 6

8 Complete your User Information: If you ever need to change your username and password, these questions provide a layer of security to protect your privacy. Only YOU can change your user registration information. First Name and Last Name Enter your legal First and Last Name. Username Choose an ID that is easy to remember. For example: the first letter of your first name and your complete last name, followed by your favorite number. If you receive a message stating the username you requested already exists, choose a different username. Address Enter an address so you can receive IPOne notices by . Password Enter a password. The password will need to be at least 8 characters, use at least one numeric, one alphanumeric, one special character ) and at least one upper case and one lower case character. Confirm Password Type the same password again to confirm the password. Notes This is not a required field. Security Questions Choose 3 security questions from the drop down menus and enter answers (that you will remember!) in the data fields to the right of each question. *Make sure your information is correct! Click on the Submit button. You will receive a notice that you have successfully set up your registration to use IPOne. Log in with your username and password and start using IPOne immediately. TRAINING MANUAL FOR Individual Providers 7

9 How Do I Set Up My Payment Preference? Sign up to have your pay sent directly to your bank account(s), a debit card that can be used anywhere, or a paper check. Note: If you do not complete this information, you will automatically receive your pay on a debit card. Step 1: Log on to IPOne. Click Remember username to make logging in a quicker process. Step 2: Click on the Direct Deposit Setup tab at the top of the page. Step 3: Click + Add New Account TRAINING MANUAL FOR Individual Providers 8

10 Now you may choose: Direct Deposit, Debit Card, or Paper Check Direct Deposit is a fast, easy, and safe way to receive your pay check. Start by choosing Account Type choose Checking or Savings from the drop down. Enter the Bank Account Number and Transit Number found on the bottom of your personal check. If you do not have any personal checks you can visit your local bank or call your bank and ask for this information. o Bank Account Number This number is usually digits if you are choosing a checking or savings account. o Transit Number This number is a 9 digit code. Nickname Choose a nickname for each account added. Distribution Percentage Here you will choose the percentage of your pay that you want deposited into your account(s). If you only set up one account, the Distribution Percentage should be 100%. If you add additional accounts, you can elect to split your paychecks by percentage into each account. Make sure that the distribution total adds up to 100%. Review your Direct Deposit Information to make sure it is correct. When confirmed, click Submit. TRAINING MANUAL FOR Individual Providers 9

11 If submitted correctly, the Current Status of the line will change to APPROVED. Debit Card If you choose the Debit Card payment option you will receive the debit card and information about the card in the mail. To learn more about the card, read the information provided in your Welcome Packet or go to Under Account Type, choose Debit Card. Click Submit. After clicking Submit you will note that the Current Status will change to REQUESTED. Paper Check If you chose a paper check, a paper check will be mailed to you for the total amount of your pay. Under Account Type choose Paper Check. Click Submit. TRAINING MANUAL FOR Individual Providers 10

12 What s Next? IPOne will verify your bank account information or process your request for a debit card. You will continue to receive a paper check in the mail until your bank account information is verified or your request for a debit card is processed and approved. Call the IPOne Call Center to verify the status of your request if your paycheck is not directly deposited to your bank account or if you have not received the debit card you requested after one full pay period has passed. If you have not received a paper timesheet, go online or contact the IPOne Call Center to confirm that your address is correct. Making Changes to your Direct Deposit Setup: You can update accounts for direct deposit, distribution amounts, or stop direct deposit services anytime. Make a mistake or want to delete your account information? Click on the trash can picture to delete and start over. TRAINING MANUAL FOR Individual Providers 11

13 How to Update and Verify My Tax Information Withholding Federal Income Tax If you want to have taxes taken from your paycheck, change your status, change allowances, or indicate additional amounts to be withdrawn from your paycheck, you need to complete and submit an Internal Revenue Service (IRS) Form W-4. You must file an IRS Form W-4 for each client/employer that you work for if you wish to have Federal Taxes withheld from your paycheck. You can get an IRS Form W-4 by: Downloading it at or Calling the IRS office at and asking them to send you a form. The tax deductions you request on the Form W-4 remain in effect unless you contact the IPOne call center to tell them that you wish to discontinue your current tax deduction set-up. If you choose to complete a Form W-4, keep a copy of it for your own records. Filling out the W-4: Complete required fields: Boxes 1, 2, 3 and 5. Boxes 4, 6, and 7 are optional - you do not need to complete them. Leave boxes 8, 9, and 10 blank. Sign and date the form at the bottom of the page where it says Employee s signature, and Date. Mail or fax the form to: TRAINING MANUAL FOR Individual Providers 12

14 Applying for Tax Exemptions: You may qualify for employment tax exemptions because of your age, student status, or relationship to your employer. You can download the Application for Employment Tax Exemptions Based on Age, Student Status, and Family Relationship form from or call the IPOne Call Center and ask them to send you the form by mail. Complete the form and return it to by fax or U.S. mail as noted at the bottom of the form. The form is followed by a guide explaining the tax exemptions that you may qualify for. You must file one form for each client/employer that you work for. The form will look like this: TRAINING MANUAL FOR Individual Providers 13

15 Verify Your Tax Information: You can view the taxes deducted from your paycheck by looking at: Your paycheck stub on IPOne or; Your paper paycheck stub, if you receive them in the mail. Contact the IPOne Call Center if you have questions about the Form W-4 or the Application for Tax Exemptions form. REMINDER, IPOne staff cannot give tax advice. Please consult your tax advisor for questions on your withholdings and exemptions. TRAINING MANUAL FOR Individual Providers 14

16 How to View Authorization Information As an Individual Provider, you can view your authorization summary information. IPOne will store all authorization records for your easy access and view anytime. Review instructions below on how to access this information. Log in to IPOne. Click on Authorization Summary found on the top left of the page. This page will default to displaying all active authorization records. You may search for a specific authorization by any or a combination of the following filters: o Client Last Name o Client First Name o Client ID TRAINING MANUAL FOR Individual Providers 15

17 o Authorization ID o Service Type o Status Once you have set your filters to help you narrow down the results, click Search. When the Authorization that you are searching for is found, you may click on a link in the first column under Authorization ID to review the detail within the authorization record. This will take you to the Authorization Detail page, which provides you with information of authorized services. The Authorization Details page is information to that which can be found in the authorization letter that is sent to you each time a change in services is made. The authorization letter includes monthly authorization information. TRAINING MANUAL FOR Individual Providers 16

18 On the bottom of the screen, you will see a list similar to the one shown below The hyperlink that appears next to each of these terms will Show Details for you to view: o Shadow Claims: This is a section that is used by PPL s accounting team based on the client s authorization information. o Non-Fatal Errors: In the event that you receive an error message, this is a location to find what that authorization error is. The detail will include the dates and reasons for the error. o Client Responsibility: The amount of client responsibility for the service. o Revision History: If there are changes to the authorization, the list of changes are listed here. Where can I find the Authorization Letter? Click on Provider Profile on the top of your page, and then click on Documents. This will take you to your Provider Forms page. Under the Existing Documents column, you will see a list of the authorization letters that have been provided. TRAINING MANUAL FOR Individual Providers 17

19 Click on the link to view a document, or check off one or several of the items and click Create PDF to create a PDF of these letters which you can then print or save to your personal files. This is what an Authorization Letter looks like when you click on the hyperlink above. o If you have questions about authorization errors or general authorization questions, please contact your case manager. TRAINING MANUAL FOR Individual Providers 18

20 Planned Action Notice The Individual Provider (IP) Planned Action Notice (PAN) is generated when provider is at risk of not meeting a deadline for required training, certification, or continuing education. You will be sent a notification in writing at least 20 calendar days before the following events: Authorization is terminated due to your certification s expiration date. Authorization is terminated due to non-completion of a required training by the training s deadline. Authorization is terminated due to not re-certifying your credential before your current certification s expiration. When a PAN is generated, a notification is also sent to the case manager associated with the open authorizations. Be sure to act when PANs are received so that authorizations are not terminated. TRAINING MANUAL FOR Individual Providers 19

21 Benefits of Submitting My Timesheets Online With the new IPOne system, you will have the option to submit your timesheets electronically (e-timesheets) by using: A Computer, Laptop, Tablet or The IPOne Mobile App E-timesheets are fast and easy! Paper timesheets take time! Computer Mobile App FAX U.S. Mail IPOne tells you immediately that your e- timesheet has been successfully submitted, or if there are corrections needed. When you enter an e-timesheet, you can save your entries and fix mistakes or make adjustments before you submit your timesheet for payment. The system will tell you immediately if you ve made a mistake or if there are authorization errors that need to be fixed by the case manager. If you provide personal care assistance and another type of service to the same client, you can submit all service types on the same e- timesheet. If you work the same days of the week each week, you can create and save an e- timesheet template that will save the type of service, tasks, and number of hours you enter. Using a template takes less time than creating a new e-timesheet every time. + When you fax a paper timesheet, there is a chance that you have made mistakes, or it may not be readable when received. When you mail a paper timesheet, you are dependent upon the U.S. Mail service for delivery to get your timesheet to IPOne on time. If you submit a paper timesheet and make a mistake or there are authorization errors, it will take time for errors to be discovered and corrected, and you may not get paid on time. If you provide personal care assistance and another type of service to the same client, you have to submit a separate paper timesheet for each type of service. If you work the same schedule each pay period and use a paper timesheet, you have to fill out the number of hours and tasks every time for each service provided. REMINDER: Your timesheets must be received prior to the submission deadline to ensure payment is issued on time. TRAINING MANUAL FOR Individual Providers 20

22 How to Submit My Timesheet Online Congratulations on deciding to submit your timesheet online! Using IPOne to submit your timesheets online (an e-timesheet) gives you confirmation that your timesheet is correct once submitted and that you will get paid on time for the time that you have reported. You can use a computer, laptop, tablet, or smart phone with internet access to log on to the IPOne portal. Entering E-Timesheets Log in to IPOne with the username and password you created. Follow the steps below to complete an e-timesheet. Click on the Timesheets tab. Click Create Timesheet to enter a new timesheet. If you work for more than one employer, a list of all of the clients you provide services for will appear. Choose the client for the timesheet you are submitting. Click on the Create Timesheet link for the client you are submitting time worked. If you provide services for more than one client, all of those clients will be listed here Click on the calendar picture to select the first date for which you wish to submit time. TRAINING MANUAL FOR Individual Providers 21

23 The calendar pops out like this. After selecting your start date, a blank timesheet will appear for the entire pay period. If you chose the wrong date at this step, you can adjust for the right date by clicking the calendar icon here and choosing a new date. Select the service that you provided. If you provided one service only during this pay period, select the Service dropdown at the top of the page where it says Select a common service. TRAINING MANUAL FOR Individual Providers 22

24 You will find the service codes and descriptions authorized by your Case Manager. This will pre-populate all dates in the timesheet for you with this service code. o If you provided more than one service during this period, select the service for each line/date worked. If you use service dropdown option at the top of the page, the service you choose will appear through the entire timesheet. If you use the drop down service menu within the timesheet, each line can be a different type of service. Locate the line for the first date you provided service. If listing tasks are required for the service code selected, the Tasks button next to the service will be clickable and required. Click on the button for a pop up of tasks to choose from. Check off the tasks performed during this shift. Click OK when complete. If the Tasks button is grayed out and not clickable, you do not need to check off tasks. TRAINING MANUAL FOR Individual Providers 23

25 Select the amount of hours and 15 minute increments of time worked by using the drop down menu under Hours Worked. For example, if you worked 2 hours and 15 minutes you would select 2 hours in the first drop down and 15 minutes in the second drop down menu. o Note: If you had selected a common service to populate each line with a service code, for any days that you did not work, enter 0 hours. If you have provided more than one type of service in a day, click the Add a Service button and another line will appear below the one you already created for the same day. Enter the other service that you provided in the second row, and make sure that you separate the hours worked by each service. 1 Line 2 Lines If you work the same time and jobs on multiple days in a pay period, IPOne makes e-timesheets easier by allowing you to copy and paste. o Enter one line into your timesheet and click the Copy button. TRAINING MANUAL FOR Individual Providers 24

26 o Find the date(s) worked where you provided the same services and hours, and click Paste. In this example, a copy of the Saturday line is pasted into Monday. Transportation If you have provided personal care service and have also provided transportation on that day, you should add the mileage to your timesheet. Click in the field called Additional Service and choose the service for mileage (S0215-U1). In the next field called Miles, enter the miles of transportation that you provided. Note: you will only be able to submit for mileage reimbursement if personal care service was provided on the same day. When other community or Medicaid transportation services do not meet the client s assessed needs, and you have provided transportation to or between waiver services, you should add mileage to your timesheet. Follow the steps previously described to complete an e-timesheet and select S0215-U2 from the Service drop down. In the next field called Miles, enter the miles of transportation that you provided. Submitting Your E-Timesheets Once you have completely filled out your timesheet, click the Next button at the bottom of the screen. TRAINING MANUAL FOR Individual Providers 25

27 At this time, IPOne will tell you if there are any errors on your timesheet. This allows you to immediately correct and resubmit your timesheet, and avoid delays in getting paid! If there is an error on your timesheet, it will appear at the top of the page in red, and also next to the line where the error is found. Once the error is corrected, click the Next button at the bottom of the screen. If you are having trouble correcting an error, please call IPOne Call Center. If the entire timesheet is correct, IPOne will take you to the Confirm Timesheet page. From this confirmation page, you have the following options: Edit If you would like to make changes to your timesheet, this will bring you back to the Create Timesheet page. Save My Work If you are not ready to submit this timesheet for payment processing but want to save the information that you have entered. To find your saved timesheets at a later time, you may search for them in the Timesheet Search. Submit To submit your timesheet for payroll processing. Note: you must agree to and check off the statement above in order to submit. Do not click submit until your timesheet is complete. Once submitted, you can no longer edit your timesheet. Print Timesheet Allows you to print the timesheet for your records. TRAINING MANUAL FOR Individual Providers 26

28 Once you click Submit and your e-timesheet has been successfully submitted, you will see IPOne confirmation of the receipt of your e-timesheet. Create and Use Timesheet Templates If you work regularly scheduled dates that rarely change, you can enter your E- Timesheet quickly by creating a Timesheet Template. This is an option in IPOne to help those IPs with a regularly scheduled work week save even more time when submitting e-timesheets. On the Create Timesheet page, instead of entering a timesheet, click in Manage Templates. Click Create New Template TRAINING MANUAL FOR Individual Providers 27

29 Find the Client that you work for whom you are setting up this Timesheet Template. Click on the Create Timesheet Template link next to their name. On the Submit Timesheet Template page, enter the regularly scheduled shift for that employer. Enter a Template Name at the bottom of that page to name this template so that you can easily identify it every time you submit your e-timesheet. Click Next when you have entered the details of your regularly scheduled work week. TRAINING MANUAL FOR Individual Providers 28

30 You will see a Confirm Timesheet Temple page appear. Review the information that you entered, and click Submit if correct. This will be a template that you can now use going forward for entering e-timesheets. Use the timesheet template going forward when submitting your time. Once you start to create a timesheet for a new period, instead of entering each day, simply chose your template from the Load Template dropdown at the top of each e- timesheet. If there are any changes in the times and services that you provided, you can simply make the changes to your timesheet after the template is loaded, and submit when you re ready. How to Claim Paid Time Off (PTO) Log in to IPOne with the username and password you created. Click on the PTO Hours link to go the the page where you can view and enter the number of PTO hours that you wish to claim TRAINING MANUAL FOR Individual Providers 29

31 On the screen shown below: o Look at the number of PTO hours you have available to claim. o Use the drop down menu arrows to view and select the number of PTO hours and minutes that you want to claim. Minutes will show in 15 minute increments. o Click on the Save button. Your PTO hours will be paid on the next scheduled payroll. The bottom part of the screen allows you to: o View a summary of the PTO hours you just submitted and the balance of PTO hours still available o A yearly summary of the total PTO hours you have submitted so far in the calendar year. o Click on the History button to view a list of your PTO Hour claims TRAINING MANUAL FOR Individual Providers 30

32 Error Messages You May See When Submitting Your Electronic Timesheet There are times when your e-timesheet will reflect a red error message. This means there is a problem that needs that needs to be resolved before the hours can be paid. Below are some common problems of why your e-timesheet might display an error message and what to do or who to contact. Here s a screen shot of what an error message would look like: Below are some of the most common red error messages and how you can fix them so you can successfully submit your e-timesheet: Error Message One or more of the days you claimed are older than one year. You will only be paid for units claimed in the last 365 days. Your time entries are not within the timesheet period. Entries cannot be in the future. You are not authorized to provide <service name> service, please see your Authorization Letter for details. You have claimed more <hours> than have been authorized. Mileage can only be submitted for days you are providing Personal Care Services You did not check a task for one or more days that you entered units worked. Steps to Fix the Issue Delete the dates that are older than one year and resubmit the timesheet. Delete the dates outside of the pay period. You can only submit dates for days 1-15 OR Delete dates in the future from the timesheet prior to submission or wait until that day has actually occurred before submitting the timesheet. Review your authorization letter for the services you are able to provide. If you have any questions, please contact the case manager. Review the amount of hours available on the authorization and revise the timesheet hours. Remove mileage for any non-personcal Care Services you provided. For services that require a task, enter at least one task for that day you worked. TRAINING MANUAL FOR Individual Providers 31

33 REMINDER, check your timesheet status online and call the IPOne Call Center team if you have questions. When you contact the call center, the recording will provide you with a timesheet status update on your most recent timesheet submittal. TRAINING MANUAL FOR Individual Providers 32

34 How to Submit a Timesheet Using a Mobile App Use your smartphone and start getting paid easier with the IPOne App! The Mobile App is to be used for timesheet submission only. To update your personal information, view payments, and view authorization information, log into IPOne using your browser on a computer or tablet. Go to your Phone s app store to download IPOne PPL with any of the following: Apple ios Phone: Android Phone: Windows Phone: Once you have entered IPOne PPL in your smartphone app search, this is the icon of the correct app to download: Once the app is downloaded on to your phone, you will be directed straight to the Login screen. Enter your Username and Password that you created when you registered with IPOne online (using the browser on your computer or TRAINING MANUAL FOR Individual Providers 33

35 tablet). Note: To use the mobile application you must register online in the provider portal and create a user ID and password to sign in to the app. Your next screen will take you to the two options you have available to Enter Time in a Timesheet or to Take Paid Time Off. To enter your time into a timesheet select the first option as shown. TRAINING MANUAL FOR Individual Providers 34

36 The clients you work for will be displayed on the screen. If you work for more than one client, you will be able to choose the client for which you will enter time. Move the left and right arrows to select the correct month. Then choose Add Timesheet next to the pay period worked. Move this arrow to select months prior to September Move this arrow to select months after September TRAINING MANUAL FOR Individual Providers 35

37 Select Add Entry next to the date worked. Choose Service Type. Enter the time that you worked by choosing the Hours and Minutes. Choose the number of hours in the first drop down and choose the number of minutes in the second drop down. Notice minutes are divided by 15 minutes increments. Be sure to add round up or down closest to the 15 minute increment. TRAINING MANUAL FOR Individual Providers 36

38 If you provided Personal care services, you will be prompted to enter in the Tasks you provided to your client. You may select all of the tasks in one entry which match the tasks you provided in the day. TRAINING MANUAL FOR Individual Providers 37

39 If you have Mileage to report for that day, click the downward arrow for mileage and enter it as shown below. You will see the full Entry for that date worked, and can review or make adjustments on this screen. The Cancel button will take you back to the main screen. If your entry for that date is complete, click Add Entry. TRAINING MANUAL FOR Individual Providers 38

40 When you have completed entering all dates worked in that pay period and are ready to submit your timesheet, you will then click Submit Timesheet. Do not submit your timesheet until all dates of services have been entered. You will be provided with immediate confirmation that you have submitted your timesheet. TRAINING MANUAL FOR Individual Providers 39

41 How to Claim PTO by Mobile App Sign into the IPOne app. Choose the Take Paid Time Off option on the first screen. You will be shown a page sharing your request date and your available PTO hours in orange. You will not be able to submit PTO hours if you do not have sufficient PTO hours in IPOne TRAINING MANUAL FOR Individual Providers 40

42 Choose the drop down arrow to enter in your Hours and Minutes and click Set. The hours and minutes will appear and you can hit Submit to claim your PTO hours. You will receive a notice that your PTO request was confirmed. TRAINING MANUAL FOR Individual Providers 41

43 How to Submit A Paper Timesheet IPOne will send you client-specific timesheets in the mail for your use. If you have not received your timesheets when you are ready to claim, please contact the IPOne Call Center. See Who to Contact on last page of this manual. Before mailing in your timesheet, be sure to review the next unit on this training: How to Avoid Making a Mistake on My Paper Timesheet to reduce your risk of submitting your timesheet with an error. Reminder: You can go to IPOne to submit your e-timesheet! *The following section numbered 1-5 will be filled in for you. Review the information to ensure it is right. 1 Jones, Fred Smith, John T Client Name: The name of the client you are providing services to (last name, first name) Example: Jones, Fred (should already be filled in) 2 Provider Name: YOUR name the IP providing the services and getting paid (last name, first name) All 5 of these fields should already be filled in for you on your paper timesheets. If not, contact the IPOne Call Center to get your personalized timesheet Example: Smith, John (should already be filled in) Client ID: Client s Medicaid number Example: Provider ID: Your IPOne Provider ID Example: (should already be filled in) (should already be filled in) Service Code: The code describing the type of service that you are authorized to provide to the client Example: (should already be filled in)

44 x x x 6 Timesheet For: Fill in the two digits of the month and the four digit year in which you worked. Example: June = = Pay Period: This is the period of time that you will be paid on a single check. Check the first box for the 1st pay period OR the second box for the 2nd pay period of the month. (See Payroll Schedule) Leave this box empty since the example is for the 25th day of the month Example: Days X Days The example: John submitted time for the 25 th ; falling within the box 8 Day: Fill out the two digit day of the month according to the day you worked within this payroll period. You can use the same timesheet for any days worked within the same payroll period. Example: 25 = Task Legend & Tasks: The task legend provides the service and the task number to enter onto your timesheet. Please see the client care plan to ensure you are submitting for the tasks that you are authorized to provide. You must place a check mark under the corresponding task code for each day of work your timesheet is covering.

45 x a Hours & Minutes: In the hour box, enter the two digit number of hours completed per task and check the box for the minutes in 15 minute increments of work performed. 12b 13 Example: 1 hour and 15 minutes = 0 1 X Mileage: Enter the number of miles you drove the client on the day you claimed hours within the 3 boxes below. Example: 5 miles = Total Hours: 12a) Add the number of hours together within all of the above boxes and place the total for the full pay period in the first 3 boxes. 12b) Add the number of minutes together that are in 15 minute increments and place the total number of minutes worked into the next 2 boxes. 13 Example: 1 hour and 15 minutes = : 1 5 Total Miles: Add the number of miles within all of the above boxes and place the total for the full pay period in these 3 boxes. Example: 5 miles =

46 Your signature will be required in order for your timesheet to be paid! E-timesheets are a simpler, fast, and easier way to submit your time. Use this training guide to register for IPOne and learn how to submit online! Mail timesheets to: Public Partnerships, LLC Individual ProviderOne PO Box Seattle, WA Faxing your timesheet is fast! Make sure all of the boxes and numbers are filled in with dark ink so the fax machine can read the scanned version. Paid Time Off (PTO) PTO can be marked on the paper timesheet here: It s the same as filling in your paper timesheet hours: Example: 6 hours and 15 minutes = X

47 How to Avoid Making a Mistake on My Paper Timesheet If you are submitting timesheets on paper, review the below Dos and Do Nots. DO Do fill in the timesheet carefully and clearly. Remember it is being read by a machine. Write neatly so that your timesheet can be read. Do fill in all required fields. You will not be paid on time unless all of the required fields are completed. Do use separate timesheets for each of your Clients/Employers. If you work with more than one Client/Employer, make sure you use separate timesheets for each. Do submit your timesheet the day after the pay period ends in order to get paid on time. Submit your timesheet by the 16 th and the 1 st of each month worked. Do check a task for each line item of time completed. Each day worked requires that you check authorized task(s) you completed during that time. Do use dates that are within the payment pay period. Do sign your timesheet prior to sending in your paper timesheet. DO NOT Do not cross out any information. Instead use a new, clean timesheet. If your timesheet cannot be read properly, your payment may be delayed. Do not submit your timesheet via or fax to any fax number other than the one on the timesheet. Do not use lightly colored ink or a pencil to fill out your timesheet. Use a black pen only. Do not enter dashes into blank boxes. Do not write additional items if they are not the tasks listed within your client support plan. The tasks designated are the ones your client is approved to receive. Do not submit for future dates of service payment is based on work already done. You will not be paid for future dates. Do not overlap pay periods or your timesheet will be rejected. Contact the IPOne Call Center team if you need help filling in your timesheet.

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49 How Often Will I Be Paid? With IPOne, paychecks are sent/deposited twice a month* with the exception of March You will receive payment for the first half of the month s payroll (1 st 15 th ) in one paycheck and payment for the second half of the month s payroll (16 th 31 st ) in a second paycheck. You can find a current payroll schedule at March has 3 payroll periods. Please review the payroll schedule closely so you can be sure to submit your timesheets on time. *If your timesheet is submitted after the scheduled timesheet due date, it will be paid out in the next payroll, which could result in over a two week delay. Things to Remember Submit your timesheet or e-timesheet on or before the dues dates on the payroll schedule. You can submit your timesheet earlier if you are done working but you will still be paid according to the payroll schedule. You cannot submit for hours you have not yet worked. To ensure you get paid on time, we recommend submitting your timesheets online. IPOne will give you immediate feedback if there are issues with your e- timesheet. You will get confirmation immediately when it has been successfully submitted. If timesheets are received after the deadline, they will not get paid out until the following pay period. Keep holidays in mind when submitting paper timesheets. If paper timesheets are received with errors, they will be submitted in the next possible pay period after the issues are corrected. REMINDER, with the new payment system, you must submit timesheets in order to receive payment. TRAINING MANUAL FOR Individual Providers 48

50 How to Look Up My Payment Information You can look up several pieces of information related to your paychecks using IPOne, including the status of your timesheet, paychecks by date range, and you can view your paycheck stub(s). Log into IPOne. Once you are logged in, the Search Timesheet page will open. The page will default to all timesheets with the Timesheet Status: Unpaid. REMINDER: Sign up as a user in IPOne. It makes managing your timesheets and pay much easier. Click on this drop down to choose other timesheet status options; the page will default to unpaid. On the Search Timesheet page, you have the option to search for a timesheet or a group of timesheets using any combination of search criteria. If you would like to search for all of your timesheets, ever submitted, choose All for Timesheet Status and click on Search. TRAINING MANUAL FOR Individual Providers 49

51 Under the status column, you will see the current status of each of your timesheets. You may see GOOD TO PAY, PAID, SAVED, IN PROCESS, SUBMITTED, PENDING, or DENIED (Timesheet Status terms and their definitions can be found at the end of this unit). To search for a timesheet within a certain date range, click on the calendar icon for Timesheet Start Date Range or Timesheet Submitted Date Range and select the date range you are looking to search for. Then click Search. Use the timesheet start date range if you know the work dates that you are searching for. Use timesheet submitted date range to find your timesheet by the date which you sent or submitted your timesheet to IPOne. To view a paycheck stub, search for a paid timesheet and look for the Check Number in blue hyperlink. Click on the blue hyperlink and your paycheck stub TRAINING MANUAL FOR Individual Providers 50

52 will open up for viewing. You can download or print the stub for your personal records. Paycheck stubs will be stored in IPOne for an indefinite period of time. Paid Saved Status Timesheet Status Terms and Definitions What It Means Your paycheck is on its way or you have been paid for a timesheet period in the past Your timesheet entry has been saved but not yet submitted for payroll Approved (applies to online or mobile app) In Progress (applies to paper timesheets only) Good to Pay Pending Denied When using the Online or Mobile app, your entered timesheet has been reviewed and is approved to be paid Your paper timesheet has been submitted, has been received, but it has not yet been tested or reviewed Your payment is in process and your paycheck will be paid in the next payroll Your timesheet is not approved and requires further action. You can find more information of pend reasons in the section of this training called Error Messages You May See When Submitting Your Electronic Timesheet Your timesheet is not approved and cannot be paid TRAINING MANUAL FOR Individual Providers 51

53 How to Read My Paycheck Stub Below is a sample paycheck stub with information that may be helpful to know! Amount on Your Paycheck (Paid time off) PTO earned before this paycheck Deductions (Cumulative Career Hours) CCH Balance is the total number of hours you have worked as an IP (Year to Date) YTD amount earned or deducted Hourly Rate Hours Worked Pay Period Payments and deductions for each client you have worked for Note: If you have to collect Client Responsibility from your client, the amount will be listed on your authorization letter. TRAINING MANUAL FOR Individual Providers 52

54 Frequently Asked Questions (FAQs) Below are a list of FAQs for your quick reference. For more detailed information, please make sure to review this training manual and/or contact the Call Center team. Authorizations Q: How do I know how many hours of care I am authorized to provide and claim for payment? A: You can log in to IPOne to see how many hours you are authorized to provide to your client. You will also receive an authorization letter in the mail which will inform you of how many hours you should work each pay period. Please contact your Case Manager with any concerns about your authorized hours. IPOne System Q: How do I know that IPOne has all of my correct information? A: Log into IPOne and review your personal information online. You can change this information online or you can contact the IPOne Call Center for information and assistance. Q: What should I do if I have been locked out of IPOne? A: You can reset your password using the link on the login screen for Forgot your Username or Password. If this does not work, contact the IPOne Call Center. Payments Q: I think I missed receiving a payment, what should I do? A: Log into the IPOne system and: Review your personal information to make sure that your address and/or bank account information is correct. Check to see if your timesheet has a status of Paid which means you should have received or will be receiving your payment shortly. If there is another status listed, there could be an issue with your payment. Contact the IPOne Call Center if you do not receive your paycheck in your bank account 48 hours after payment is issued or 3-5 business days if you are paid with a paper paycheck. Q: How can I update my tax information? A: To update your tax information, you will need to submit new forms. You can download these forms at or call the IRS office at You can fax or mail your completed tax forms to PPL. Q: How can I change my direct deposit set-up? TRAINING MANUAL FOR Individual Providers 53

55 A: If you would like to switch your payment method, you can log into IPOne and change your Direct Deposit setup. You can also obtain a direct deposit form by contacting the IPOne Call Center team for a paper form. Q: How can I view or print paycheck stubs/invoices for each payment? A: Log into IPOne to view your paycheck stubs online. If you do not have access to a computer and would like your paycheck stub mailed to you, please make sure to check off the box for this on the Electronic Payment form in your enrollment packet. If you would like to obtain records of your paystubs/invoices without logging into portal, contact the IPOne Call Center team. Timesheets Q: How can I enter my hours worked? A: With IPOne, there are three different ways you can enter your hours worked: online using a computer or tablet, with a smartphone using the Mobile Application, or by faxing or mailing a paper timesheet. Q: How do I submit my timesheet for payment? A: The best way to submit hours worked in IPOne is to electronically submit an e- timesheet with the use of a computer, tablet or with the Mobile Application on your phone. You can also fax or mail your paper timesheet if you do not have access to a computer or smart phone. Q: How will I know if my timesheet is ready to be paid? A: You can log onto IPOne and search for your timesheet status to see if it states or indicates paid. You can also call the IPOne Call Center and the automated system will inform you of the status of your last submitted timesheet. Training Materials/Guides Q: Where can I get help or more training? A: For additional training on IPOne, please reference the written training units, the online trainings, and/or attend an in-person information session, located at: You can also call the IPOne Call Center for the in-person session schedule. Q: Are there instructions available in other languages? A: Yes, there are instructions on how to complete your timesheets and how to log onto IPOne in other languages. Please contact the IPOne Call Center for additional language support. Still have questions not covered in these training materials? Please contact the IPOne Call Center and they will be happy to assist you. TRAINING MANUAL FOR Individual Providers 54

56 Who to Contact If I Have Questions Local, bilingual, IPOne Call Center staff are available to assist you with your payment questions and the use of IPOne. Open Monday thru Friday, from 7 am to 7 pm PST; and Saturday from 8 am to 1 pm PST. Toll-free phone numbers available for the top 12 language needs in Washington; other languages will be supported by alternative options. How was this Training Manual? Please go online to and complete our survey to let us know how we can better assist you! TRAINING MANUAL FOR Individual Providers 55

57 Training Manual for Individual Providers Addendum 1 How to Edit / Adjust Timesheets April 1, 2016 TRAINING MANUAL FOR Individual Providers Addendum Edit/Adjust

58 How to Edit / Adjust Timesheets Paper Timesheets: Please contact the IPOne Call Center to edit or adjust your paper timesheet. If you mail or fax a new timesheet, without contacting the call center, for the same pay period, the timesheet will be denied and you will not be paid. You will be notified by the Call Center with a pre-recorded message from IPOne when you need to edit or adjust your timesheet. E-Timesheets: You can edit or adjust a timesheet that you have submitted in IPOne. You can edit timesheets that haven t been paid and you can adjust timesheets that have been paid. EDIT: Use the Edit button to makes changes to your timesheet prior to your timesheet being paid. (A timesheet can be edited when in approved, saved or good to pay status. If a timesheet is pending, you may be able to edit it based on the pend reason). 1. Log into IPOne. 2. Select the Timesheets menu to open the Search Timesheet. Locate the timesheet you want to edit from the list provided with the Timesheet Status: Unpaid. Click on this drop down to choose other timesheet status options; the page will default to unpaid. 3. Click on the edit button on the timesheet that needs to be edited. TRAINING MANUAL FOR Individual Providers Addendum Edit/Adjust

59 4. Select the units and tasks as you would on any timesheet. 5. Check the box to agree to the correct entries and hit the Submit button. ADJUST: Use the Adjust button to make changes after a timesheet has been paid. (If your entire timesheet has been denied, contact the call center to learn why and make the appropriate edits before submitting your timesheet again. If parts of your timesheet paid but other parts denied, you cannot adjust the denied portion. Adjust the timesheet to include the updated information. 1. Log into IPOne. 2. Select the Timesheets menu to open the Search Timesheet page. 3. Use the drop down menu for Timesheet status to show all Paid timesheets. TRAINING MANUAL FOR Individual Providers Addendum Edit/Adjust

60 Click on this drop down to choose Paid Timesheets 4. Click on the line adjust button to adjust the timesheet you want to adjust. 5. The next screen will be the Adjust Timesheet screen where you can make changes to the items you had previously entered for: o o o o personal care services or respite care hours worked additional services and/or mileage Note: The information in grey is the information that was originally provided. The drop down options are the adjustable items TRAINING MANUAL FOR Individual Providers Addendum Edit/Adjust

61 6. Fill in all drop down options you want to change. Do not change the items for services provided. 7. When finished, click Next. 8. The next screen will be your completed timesheet showing the hours, services and tasks you provided during the entire pay period. Note below the line items are broken down into original and adjusted to reflect the previous entries to the new entries. TRAINING MANUAL FOR Individual Providers Addendum Edit/Adjust