Personal Support request for Eleanor M.
Morning mobility support, meal setup, slow transitions, female professional preferred.
Request intake
Operations reviews family context, address access, timing, and emergency contact before assignment.
Request does not replace 911. Admin should reject or escalate if answers indicate urgent or life-threatening symptoms.
Questionnaire review
Admin confirms fit before matching.
No emergency symptoms
Condo access with front desk
Family wants post-visit update
Suggested professionals
Recommendations are assistive. Admin still approves the assignment manually in v1.
Requests module
Request detail, timeline, and issue handling
Request list
Live queuePersonal Support for Eleanor M.
Admin can review intake details, update the audit trail, and open cancellation, refund, or incident handling without leaving the request.
Questionnaire answers
No emergency symptoms
Condo access with front desk
Family wants post-visit update
MedEra is not a 911 service. Escalate or reject any request that indicates urgent or life-threatening symptoms.
Request timeline
Cancellation, refund, and incident panels
Each panel stays tied to this request record and the visible audit trail.
Customers and CRM
Families, recipients, bookings, billing, and notes
Customer list
CRM queueAvery M.
Customer overview connects family recipients, requests, support history, billing state, and admin notes for safer operations follow-up.
Family recipients
Linked family profiles keep care history, consent, emergency contacts, and recurring care organized.
Booking history
Recent requests show status, care type, and the request record that admins can open next.
Duplicate merge
Merge checks should avoid splitting care history, consent, or billing records across duplicate profiles.
CRM notes
Plain-language notes help support, billing, dispatch, and quality teams stay aligned.
Prefers post-visit family updates by chat.
Eleanor benefits from slow introductions and clear access instructions.
Avery manages consent and billing for multiple family recipients.
Workforce module
Applicants, credentials, schedules, and account controls
People queue
Sofia Nguyen
Workforce profile for hiring, credential checks, schedules, performance notes, and assignment controls.
Credentials
Schedule
Performance
Account controls
Hold assignments before suspension. Keep every action visible in the workforce audit trail.
Services and questionnaires
Service tiers, pricing rules, and intake questions
Service catalog
Personal Support
Personal care for daily living with certified support workers.
Questionnaire builder
Question changes stay versioned before publishing to the request-care flow.
What support is needed for personal support?
Multi-select · Required
Does the recipient have any urgent or life-threatening symptoms?
Emergency boundary · Required
What timing, access, and family update preferences should the professional know?
Long answer · Required
AI matching
Assistive recommendations before manual approval
Match queue
3 requestsSofia Nguyen is suggested for Eleanor M.
PSW active, female preference, slow introduction, family update after visit.
Suggested professionals
The recommendation explains why each professional is ranked. Admin still makes the final assignment.
Rule weights
Weights are transparent for operators so overrides can improve future recommendations.
Credential and scope
30%Must match the service tier before distance or preference matters.
Availability window
22%Avoid assigning someone who cannot arrive inside the reviewed window.
Distance and ETA
16%Travel stays important, but not ahead of credential fit.
Client preferences
14%Gender, language, continuity, and home-access notes influence ranking.
Quality history
10%Ratings, completion reliability, and note quality adjust confidence.
Payroll risk
8%Overtime and wage exceptions are visible before approval.
Simulator
Use scenarios to understand recommendation changes before updating production rules.
Override audit
Every manual decision should leave enough context for quality review and future rule tuning.
Top match from credential, distance, and preference fit.
Admin selected continuity over slightly shorter ETA.
RN scope was confirmed before assignment.
Arrival window risk was too high for family needs.
Support and communications
Tickets, chat, macros, and communication history
Ticket queue
Live deskFamily question for Avery M.
Family wants to know whether the assigned professional can call before arrival.
Live conversation
Messages stay attached to the request so support, dispatch, billing, and quality can see the same history.
Can the professional call me before they come in? My mom gets anxious with new people.
Yes. Once the assignment is approved, masked call and chat will appear in your request timeline.
Thank you. Please ask them to speak slowly and introduce themselves clearly.
MedEra is reviewing the request now. Once operations approves the assignment, the professional profile, ETA, chat, and masked call options will appear in the request timeline.
Escalation handoff
Support can move an issue to dispatch, billing, or operations without losing the customer context.
Broadcast draft
Use for service-area notices, weather delays, or operational updates. Drafts should stay plain and specific.
MedEra is reviewing requests in the normal order. Families will see ETA and contact options after assignment is approved.
CMS and marketing
Public content, SEO, templates, and legal notices
Content queue
WebsiteHow MedEra reviews a care request
Explains the request, manual review, assignment, visit, and feedback journey in plain language.
Content preview
CMS preview should confirm the message is plain, medically careful, and tied to the right next action.
Preview copy
Ready for reviewMedEra reviews each request before assigning a professional so families understand who is coming, when they are expected, and what happens after the visit.
Location pages
Location content should match real operating regions and avoid implying emergency response.
Testimonials
Only publish quotes with consent, no sensitive health detail, and a clear care-context tag.
The review process helped us feel prepared before anyone arrived.
Message templates
Templates keep email, SMS, and push messages consistent with request status and privacy rules.
Request submitted email
Your request is in MedEra review. A professional is assigned only after operations confirms fit, availability, and service scope.
Campaigns
Families with 2+ completed visits
Explain recurring care without pressure
Toronto East PSW applicants
Credential and training requirements
Completed visits
Trigger after final checkout
Legal content blocks
Legal copy should be reusable across website, app onboarding, request review, and support replies.
Emergency disclaimer
PublishedMedEra is not a 911 or emergency service.
Health-information privacy practices
ReviewExplain how care notes, documents, and consent are handled.
Accessibility statement
PublishedPlain-language support, readable typography, and accessible contact paths.
French-language services notice
Legal reviewQuebec/French-language rollout risk is called out before publishing.
Reports and system
Reports, access, exports, and platform health
Report library
4 reportsDaily operations brief
Approval backlog, SLA risk, dispatch gaps, active visits, and support issues that need owner follow-up.
Report builder
Choose the report, confirm filters, then schedule or export when the data is ready.
Export controls
Sensitive exports should show why they are ready, queued, or locked before download.
Role changes, approval decisions, support actions
Held visits must be resolved or intentionally excluded
Identity and account ownership check required
Roles and permissions
Admin access should match the work someone actually owns.
Operations manager
Audit log
Feature flags and integrations
Keep automation visible without turning it on before operations is ready.
AI match recommendations
Assistive onlyShows confidence, never auto-assigns in v1
Auto-assignment
OffManual approval remains required
French-language notice
DraftLegal copy visible before Quebec rollout
Payroll provider sync
ReviewExport preview exists before automation
System health
99.98% uptime
Authorizations active
Routing available
Locked until held visits resolve
No backlog
Admin approval required
Finance module
Invoices, refunds, credits, and reconciliation
Invoice queue
Billing deskINV-1187 for Avery M.
Final billing unlocks after the professional checks out and hours are reviewed.
Invoice detail
Keep estimates, final billing, credits, and refund decisions visible in one place.
2 hr Personal Support estimate
No travel premium
Payment method verified
Ledger
Before submission
Payment ready
After checkout
Finance actions
Actions are tied to invoice history, support tickets, and final visit records.
Quality module
Reviews, incidents, coaching, and service improvements
Review queue
Quality deskLow rating for MDR-1042
Family felt the arrival update was unclear and wants a calmer introduction next time.
Feedback loop
Customer, professional, and admin notes should feed the next match, visit notes, or training prompt.
Professional was kind, but we did not know she was delayed until close to arrival.
Front desk took longer than expected and I could not reach the family through the first masked call.
Timeline update should be earlier when building access slows arrival.
Trend view
Quality trends should improve questionnaires, macros, training, and matching preferences.
Arrival messages and masked calls
Families value clear post-visit summaries
Nursing requests need earlier document prompts
Preferred professionals should affect suggested matches
Scheduling and workforce
Coverage gaps before they become service risks
Coverage queue
Operations can hold a backup, resolve time-off gaps, or send clinical requests for review before the family sees an ETA.
MDR-1042
Personal Support
Hold Maya Patel only after credential, availability, and overtime checks look clean.
Master schedule
A compact view for regional coverage, pickup shifts, and same-day review.
Workforce readiness
Credential, training, and background checks should be visible before assignments are released.
Payroll and hours review
Approve payable hours before export
Visits awaiting review
Admin reviews checkout times, notes, role rates, and pay-rule flags before payroll is exported.
MDR-1042
Sofia Nguyen
Checkout note submitted. Admin confirms the small overage before export.
Admin modules
Operational areas
Queue, request detail, timeline, overrides, cancellations, incidents
Family recipients, bookings, billing state, CRM notes, duplicate merge
Applicants, documents, credentials, schedules, performance, coaching
Master calendar, regional coverage, shifts, time off, blackout dates
Catalog, tier mapping, pricing, availability, questionnaire builder
Rules, weights, confidence, override audit, simulator, auto thresholds
Hours review, wage rates, holidays, overtime, provider sync, year end
Invoices, refunds, credits, collections, payment reconciliation
Reviews, flagged low ratings, incidents, trend and sentiment views
Tickets, chat console, macros, mass announcements, communication log
Blog, SEO, locations, testimonials, templates, campaigns, legal blocks
Report library, scheduled reports, exports, and request funnel metrics
Roles, permissions, audit log, integrations, feature flags, health