How can we help?
Answers to the questions we hear most. If yours isn't here, send us a message and we'll reply by email.
Shifts, pay and your Passport.
How do I clock in?
Open the shift from My Shifts on the day and tap Clock in. The app checks you're at the facility. If your location can't be confirmed (a basement, say), you can clock in with a reason; it's flagged for the facility to review.
Why can't I book a shift?
Usually a required credential is missing, expired or still in review. Open your Clinical Passport: anything that needs attention is listed at the top, with what to do next.
When and how do I get paid?
Connect your bank in Earnings (this opens Stripe's secure setup). When the facility approves your timesheet, your pay is sent to your Stripe account and paid into your bank on Stripe's schedule.
How is my CoveScore worked out?
Out of 100: verified credentials (up to 25), reliability, meaning shifts kept rather than cancelled late (up to 35), facility ratings (up to 25) and arriving on time (up to 15).
Can I offer a different rate?
Yes. On a shift, make an offer with the rate you'd take. The facility can accept or decline, and you can follow it under My Shifts, Requests.
What if I can't make a booked shift?
Use Swap in My Shifts to ask a coworker to take it, or offer it to any clinician who qualifies. Let the facility know in Chat as early as you can.
What if a timesheet is wrong?
Use Report an issue on the shift in My Shifts, Past. The timesheet is marked disputed and the facility reviews it before anyone is paid.
How do I start my background check?
In your Clinical Passport, open Background check and start it. You finish it with Checkr, our background check provider, so you'll need an email address on your profile.
Posting, booking and billing.
How do I add a card for billing?
Go to Billing in your facility account and add a card through Stripe. It's charged when you approve a worked shift's timesheet.
Can I approve each booking?
Yes. When you post a shift, choose manager approval and every booking request comes to you first.
How do urgent shifts work?
Mark a shift urgent. For the first few minutes it's offered only to clinicians who are free, close enough and accept the rate, then it opens to everyone.
Still need help?
Send us a message and the Covecare team will reply to your email. If you're signed in, it's linked to your account.
Or email us at hello@mycovecare.com.