A provider can't see a learner or session
Note shows each provider only what Chorus says they’re part of. When something is missing from a provider’s app, one of the records behind it is usually inactive, out of date, or linked to the wrong record. Work through the checks below in Chorus, then have the provider sync.
First, rule out the device
Section titled “First, rule out the device”Ask the provider to:
- Update Note to the latest version. The version is at the bottom of Settings.
- Open Settings, tap Sync now, and wait for it to finish.
- Close Note completely and open it again. New learners sometimes only appear after a restart.
- If they work for more than one organization, check they’re in the right one. See Switch organizations.
What controls what the provider sees
Section titled “What controls what the provider sees”| Missing in Note | Records that control it |
|---|---|
| A learner on the Learners list | Care team participant, practitioner role |
| A learner or service when scheduling, or the Add Session button | Care team assignment, authorization service, authorization, episode of care, care team participant, practitioner role |
| A session on the schedule | Encounter and encounter service, location, authorization service, authorization, episode of care, care team participant, practitioner role |
| Another provider’s data on a learner’s graphs | That provider’s care team participant |
| A target on a session | The target’s phase, its assigned providers and its setup. See Targets missing from a session. |
Each record has to be active, current for the session’s date, and linked to the same learner and episode of care as the others.
The checks, in order
Section titled “The checks, in order”1. Practitioner role and role code
Section titled “1. Practitioner role and role code”The provider’s practitioner role decides whether they get BCBA access (edit care plans) or Behavior Technician access (view care plans) in Note.
- The practitioner role needs a practitioner role code: BCBA or Behavior Technician. A role with no code hides the provider’s learners and sessions.
- The provider should have one practitioner role. A second role can hide sessions and the Add Session button. To clean up, move the care team participants and care team assignments onto the older role, then deactivate the extra one.
2. Care team participant
Section titled “2. Care team participant”The care team participant puts the provider on the learner’s care team. It controls whether the learner appears on the provider’s Learners list, and whether the provider can see other providers’ data on the learner’s graphs.
- It must be active, and its dates must be current: started and not ended. A participant whose start date is in the future shows nothing until that date.
- Its end date can come from the authorization. When an authorization ends and a new one starts, check that the provider’s participant runs past the old end date.
- It must be on the learner’s correct care team.
- Chorus creates a care team participant automatically when you schedule a session for a provider who doesn’t have one. It can’t do this when the authorization service has no dates. In that case, create the participant yourself.
3. Care team assignment
Section titled “3. Care team assignment”The care team assignment lets the provider schedule a service for the learner, for the assignment’s dates. Without a current one, the provider can’t add sessions and doesn’t see the Add Session button or the service code.
- It must be active and current. When an assignment has expired, create a new one.
- Its start date must be on or before the session’s date. A provider can’t add or submit sessions for days before the assignment starts.
- It must be linked to an active authorization service.
Recurring sessions
Section titled “Recurring sessions”Editing a recurring series in Chorus changes the sessions it creates from then on. Sessions it already created keep the old provider, time or location. Edit those sessions too, or the provider won’t see the change.
4. Authorization and authorization service
Section titled “4. Authorization and authorization service”- Both must be active. Sessions linked to a deactivated authorization disappear from Note.
- When an authorization is replaced mid-period, end-date the old one instead of deactivating it. Sessions on an ended authorization still show in Note. They fail validation, so you can see them and move them.
- To move sessions to a new authorization: open the authorization service, go to Related → Encounter Services, select the sessions, click Edit, and choose an authorization service on an active authorization.
- The authorization service needs a start and an end date.
- The service’s insurance plan benefit must be active, or the service won’t be offered in Note.
5. Episode of care
Section titled “5. Episode of care”- The episode of care must be active. Check its state, not just its status reason.
- The authorization, the care team and the learner’s care plans must all use the same episode of care. If the learner has more than one, keep the active one on all of them.
6. Location
Section titled “6. Location”A session linked to an inactive location doesn’t show in Note. Move the session to an active location instead of deactivating a location that sessions still use.
A location with no learner set is a general service location and is offered for every learner.
7. The provider’s contact
Section titled “7. The provider’s contact”- The provider’s contact must be active. An inactive contact can’t sign in.
- Its email must be the email the provider signs in with. If you change it, the provider signs in with the new email. On Note 3.0 they may need to create an account for the new address.
- Two contacts with the same email can make a provider see the wrong learners. Keep the email on one contact only.
After you fix it
Section titled “After you fix it”Ask the provider to open Settings and tap Sync now. If the fix also changed the session’s authorization, assignment or location, re-run validation on the affected sessions in Chorus. See Why a session was declined.
Targets missing from a session
Section titled “Targets missing from a session”A target shows on a session only when all of these are true:
- It’s assigned to the provider of the session.
- It was in Baseline, Active, Generalization or Maintenance when the session started. If a BCBA activated targets after the provider started seeing the learner, move the phase change date back to before the first session. See Target phases.
- It’s fully configured. See Configure a target.
Things that are expected
Section titled “Things that are expected”- Admin Time doesn’t appear on the Learners list. Providers with an Admin Time assignment can still schedule it, and sessions the office schedules show on their session list.
- A provider only sees learners for the organization they’re signed in to.
Still missing?
Section titled “Still missing?”Email help@chorus.cloud with the provider’s name, the learner, the date, and what’s missing: a learner, a session, a service or a button.