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SupplyHawk Customer Portal
SHOPS Customer Portal
Implementation Process
The SupplyHawk implementation team is dedicated to building relationships for long-term success. Our process includes the following steps.
Support Frequently Asked Questions
Find answers to common questions in our knowledge base.
ORDERING
I place orders through a punchout session in SupplyHawk. How do I know my order went through?
You will receive confirmation from your vendor, although it may take 1-2 hours. You can also see the status of your order in your portal under the “Order History” tab. Depending on your system’s customization, SupplyHawk may be set up to send you a notification once the order has been placed. If not, request this feature by placing a support ticket.
Can I set minimum or maximum order amounts in SupplyHawk?
Absolutely. There are several approval workflow options available in SupplyHawk. Speak with a support specialist, and we can make this change to your account. If ordering approvals are new to your organization, we may recommend starting with a notification-based system first so that needed medical supplies are not excessively delayed.
CHARGE CAPTURE
How can I manage recurring charges for residents?
SupplyHawk has a planned charge feature for residents as well as a feature called Turbo Charge for easy, recurring charge review in conjunction with real-time recorded dispenses. If you’d like to begin managing recurring or planned charges, contact us.
How do I make it easier for staff to find what they need to check out?
SupplyHawk offers several solutions! One option is to update the kiosk description from the vendor description to use terms more familiar to staff (e.g., chux). Another option is to use filters such as ’items at location,’ ‘item categories,’ or ‘bin numbers’to reduce the number of items a staff member sees.
Resident templates are another excellent tool for guiding staff to the correct item. After a one-time setup to identify a given resident’s most common items, the template will appear first on the SupplyPad dispense screen whenever that resident is selected.
What do I do if I can’t see a resident that needs supplies?
If you have an EMR integration and do not see a specific resident, this likely means that resident is inactive. Go to your SupplyHawk portal and select ‘Show All’ to see all residents, and enter the charge here. If you do not have an EMR integration, the resident likely still needs to be manually entered into the system. Ask our customer support specialist which integration options are available for your EMR to prevent this in the future.
ITEM SETUP
I need to set up a new item. Where do I begin?
If you have a punchout integration set up, basic item information will come from the vendor. You can then add any specific expense and revenue codes, categories, and pricing information to each item. You can also update descriptions and include any additional language if you would like your staff to see something other than the vendor’s description. Be sure to confirm that the description’s unit of measure is the same as what you use to provide the item to residents. Lastly, add the items to each supply location in your account so that they appear as active inventory items. This setup procedure is required for any item before it will appear correctly in reports, be available to dispense to residents, or be tracked accurately.
Why would I want to add a budget category or ancillary ID to an item?
Budget categories or general ledger (GL) codes are commonly used to track expenses at the facility and location level. SupplyHawk’s purchasing and budget reports often rely on having meaningful budget categories associated with items. These reports then feed into state reporting and enable expense versus reimbursement revenue comparison. EMR systems also use an ancillary ID or revenue code to classify the charge to a resident. Only items exported and billed to residents require an ancillary ID.
REPORTS
Which reports show the overall “health” of my organization from an inventory operations standpoint?
Which reports should I be checking consistently to get a bird’s-eye view of our charge capture practices?
We recommend checking your Quarterly Performance Dashboard to compare your supply spend with what was dispensed. This dashboard uses private pay census information from your EMR integration and staff compliance rate to estimate unrealized charges month to month. Also accessible here are more detailed reports, such as the Staff Dispenses Summary, to check on who is or is not checking out supplies, and the Item Usage Report by Location, to see how one part of your building compares in dispense practices to another. The Lost Charge Recovery Report will help catch unrealized charges if your building maintains accurate inventory counts and restocking records, as well as charge capture.
Which reports are best for checking on day-to-day charge capture transactions?
Resident Statements provide the best option for reviewing resident charges before exporting to your EMR. You should always preview your charge export file before exporting. Check the Charge Export Preview for possible red flags such as residents being charged for a full case of an item, duplicate charges, missing ancillary ID’s, or extremely high or low prices. Reviewing the Charge Export Preview is a critical step in making sure that all charges are accurate before they are sent to the resident. Charges cannot be edited once they have been exported.
SHOPS
Why aren’t my tickets printed?
The first step in troubleshooting any printing problems is to make sure that the printer is not the issue (e.g., make sure it is plugged in, lights are on, and the receipt paper door is closed). Then, check that SHOPS TOOLS is open on your terminal; that the printer has an assigned serial number in SHOPS TOOLS; and there are no printer error messages on the screen. If you’re still having issues, check your computer system software for any Windows updates. Restart the printer and the terminal.
For more advanced troubleshooting, contact our support team.
How do I charge a guest by credit card in SHOPS?
SHOPS coordinates with Stripe as our certified payment processor. Set up your business account directly with Stripe to accept payments, then reach out to our support team for configuration. You will also need either a Stripe’s M2 reader or a tablet with NFC/tap-to-pay compatibility, which may be ordered by reaching out to our support team. Once your Stripe and SHOPS accounts are connected, the employee can select Card from the dropdown when they close out a ticket.
How do I add resident attributes in SHOPS?
Resident attributes print in large red letters on a ticket so the kitchen is aware of important information such as allergies and dietary restrictions. While most resident information flows directly from your EMR integration, resident attributes may need to be added manually in the SHOPS portal. Go to Resident Maintenance and find the resident. This resident page is also where meal plans or spend down accounts can be adjusted if needed. Use the + to expand the Attributes section and assign a code and description to the attribute. Move it to the right-hand side. Resident attributes are now automatically part of the kitchen ticket without the server having to manually add notes.