Common Booking Issues and Solutions

Common Booking Issues and Solutions

Managing bookings is important for accurate billing and service delivery. This document describes the most common booking issues you may encounter and provides steps to identify and resolve them. 

As part of the billing process, we recommend reviewing all bookings in the Service Review board to ensure accuracy and resolve any outstanding issues.

Keywords: bookings, billing, booking issues, resolution, service review board

  1. On the left menu bar, click Actions.

  1. Select Service Review.

  1. In the upper right, set the From date to the start of your billing period.

  1. Set the To date to the end of your billing period.

  1. Click the Refresh button to load the bookings.

  1. You can also add filters as needed to narrow down your results.

  1. The Service Review board will display all bookings for the period you select.

  1. Bookings with issues are indicated by booking IDs highlighted in red.

  1. For each red booking ID, click the downward arrow next to the booking ID to expand and view the alert details.

  1. Review the name and details of the issue provided in the alert.

  1. Click the provided link to resolve the issue directly.

Refer to the following table for Common Booking Issues and Solutions.

Issue

Description

Solution

Missing Visit Duration Line Item

The Visit Duration line item is missing. Visit Duration represents the time between check-in and check-out. It is important for accurate billing and payroll calculations, as it reflects the actual time spent delivering the service.

Steps:

  1. Click the link in the alert to resolve the issue directly.

  2. Go to the Line Items section and click Add Line Item under the Visit Duration section.

  3. Check the Bill Using and Pay Using fields and ensure they are set to Scheduled Time. Most organisations use this setting by default.

  4. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  5. Click Save.

Missing Line Items

The booking does not have the required line items, such as Manual Line Item, Visit Duration, Distance Travelled with Client, Callout Distance, or Sleep Over. Check and add any missing line items as needed.

Steps:

  1. Click the link in the alert to resolve the issue directly.

  2. Go to the Line Items section and click Add Line Item as needed.

  3. Complete other required fields.

  4. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  5. Click Save.

Form more information, see the Track Manual Line Items documentation.

Missing Funding Source

The booking does not have a funding source assigned. A funding source is required for billing. Check and assign the appropriate funding source.

Steps:

  1. Click the link in the alert to resolve the issue directly.

  2. Go to the Billing Categories and Funding Sources section.

  3. Select the appropriate funding source.

  4. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  5. Click Save.

For more information, see the Configuring Funding Source Templates documentation.

Missing Billing Categories

The booking does not have billing categories assigned, which are needed to apply the correct rates and billing rules. Billing categories help ensure charges for time, travel, call outs, sleepovers, and recurring fees are accurate. Review the booking and add the required billing categories.

Steps:

  1. Click the link in the alert to resolve the issue directly.

  2. Go to the Billing Categories and Funding Sources section.

  3. Select the appropriate funding source.

  4. Check the status of the specific billing category under the Status column. Tick the box to apply that billing category to the booking. Make sure all relevant billing categories are selected.

  5. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  6. Click Save.

For more information, see the
Understanding the different types of Billing Categories documentation.

No Time Category Billing Category is Applied

There is no selected Time Category in the Billing Categories and Funding Sources section. Check that the correct box is ticked under the Time Category section to ensure the appropriate billing category is assigned for time-based services.

Steps:

  1. Click the link in the alert to resolve the issue directly.

  2. Go to the Billing Categories and Funding Sources section.

  3. Select the appropriate funding source.

  4. In the Time Category section, locate the billing category you want to apply. Tick the box in the Status column on the far right of the corresponding billing category name. This will apply the selected time billing category to the booking.

  5. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  6. Click Save.

For more information, see the
Understanding the different types of Billing Categories documentation.

Not Related Service and Billing Categories

The selected service for the booking does not match one or more assigned billing categories. This may prevent correct billing for the service.

Steps:

  1. Click the link in the alert to resolve the issue directly.

  2. The Edit Shift page appears

  3. Go to the Billing Categories section and verify that the client has a funding source assigned. A funding source must be selected for proper billing.

  4. Check the status of the specific billing category under the Status column. Tick the box to apply that billing category to the booking. Make sure all relevant billing categories are selected.

  5. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  6. Click Save.

For more information, see the
Understanding the different types of Billing Categories documentation.

Not Related Funding Source and Billing Categories

The chosen funding source for the booking does not match one or more assigned billing categories. This can lead to billing errors or rejected claims.

Steps:

  1. Click the link in the alert to resolve the issue directly.

  2. Review the selected funding source and the assigned billing categories for the booking.

  3. Update either the funding source or the billing categories so that they are correctly related and compliant with your organization’s billing rules.

  4. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  5. Click Save.

Archived Billing Categories

The booking uses a billing category that has been archived and should not be applied. Archived categories cannot be used for current billing.

  1. Click the link in the alert to resolve the issue directly.

  2. Identify the archived billing category currently assigned to the booking.

  3. Remove the archived billing category from the booking.

  4. Select an active billing category that is appropriate for the service or booking.

  5. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  6. Click Save.

Unallocated Booking

No staff member has been assigned to the booking. Without an assigned staff member, the service cannot be delivered or billed.

Steps:

  1. Click the link in You may try to update the booking details here to open the Edit Booking page.

  2. Assign the appropriate staff member to the booking.

  3. Complete any other required fields as prompted.

  4. Scroll to the lower part of the Edit Booking page and specify your changes in the What have you changed in this version field.

  5. Click Save.

Once an issue is resolved, the booking ID will change to black. Bookings shown in black are correct, while those in red still have issues. Follow the steps in the table to resolve any remaining issues.

This document describes the common issues and recommended solutions to help you address any alerts or discrepancies in your bookings, ensuring your bookings are accurate and ready for billing.

For more information about booking issues and solutions, contact the CareVision support team.


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