Clipboard Health has transitioned from our standard cancellation rules over to a more informative Attendance Score. Your Attendance Score is an attendance based rating that will allow you to view and manage your account's standing with Clipboard Health.
- Everyone will start with the 100 point maximum score by default.
- Professionals who keep a score of 100 reflect greater reliability, and will soon be eligible for perks - just for working your shifts!
- Cancelling shifts will result in the deduction of points from your Attendance Score, but you can earn your way back to 100 with every shift you work.
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Attention: As of September 16, 2022, all healthcare professionals using our platform will now receive an Attendance Score. Please read the following guide to understand how this change impacts your cancellations, suspensions, and overall experience with Clipboard Health.
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Friend Attendance reward points are now available in selected areas. This rewards program allows you to earn Attendance Score points through using the Work with Friends feature. Please see this guide for more information.
Watch the video below to get an overview of how this works, then scroll down to our FAQs for more details.
Shift cancellations and point deductions
You will follow the same steps as before when cancelling a shift, but cancellations will now result in a point deduction under the new Attendance Score system. The amount of points that are deducted from your account are detailed in the table below.
- We will always let you know the amount of points that will be deducted, before you commit to cancelling your shift.
- The earlier you cancel a shift, the fewer points will be deducted from your score.
| Working a shift | +5 points (up to 100 max) |
| Clocking in 10 minutes early* | + 5 points (up to 100 max) |
| Canceled less than 0 hrs in advance (NCNS) | -100 |
| Canceled 0-4 hrs in advance | -85 |
| Canceled 4-8 hrs in advance | -70 |
| Canceled 8-16 hrs in advance | -55 |
| Canceled 16-24 hrs in advance | -40 |
| Canceled 24-72 hrs in advance | -25 |
|
Canceled over 72 hrs in advance** |
-10 |
* Must be at the workplace and clock in 10+ minutes before the shift's start-time on instant-pay shifts to be eligible.
** Deductions for cancellations 72+ hours in advance will only apply to users in select metropolitan areas. Check your ratings tab in the app to view your applicable deductions.
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Tip: To minimize the risk of excessive cancellations against your account, we recommend booking no more than 6 shifts at a time, unless you're certain you can attend them all.
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An Attendance Score of zero or below
Your account will be automatically suspended for 7 days whenever your score drops to 0 or below.
- Any upcoming shifts will be removed from your calendar and you will be unable to work or book new shifts during this 7-day period (this won't affect a shift that has already begun).
- After your 7-day suspension, your Attendance Score will restart at 100, which makes you eligible to work and book shifts once again.
Suspensions and deactivations
If you are suspended 3 times within a 6-month period, your account will be deactivated for 12 months.
- Suspensions will lapse on a 6-month rolling basis, which means a suspension will no longer count against this 3 suspensions limit after 6 months.
- If deactivated, your account will be automatically reinstated after your 12-month deactivation period.
FAQs
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Why are you using Attendance Scores?
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Cancellations, while sometimes necessary, create a bad experience for participating facilities and their patients - ultimately leading to fewer available shifts for healthcare professionals like you.
Historically, you couldn't view your cancellations or monitor how close you might be to getting suspended. With Attendance Scores, we're enabling you to truly understand the impact of your cancellations while having greater visibility of your account's status.
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Where can I see my Attendance Score?
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You can locate your Attendance Score along with our point deduction table in the Clipboard Health app.
- Select the Ratings tab from the bottom menu-bar to see your score.
- Select Learn more If you need a reminder on how the Attendance Score works.
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Will my previous suspensions still affect my account?
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Yes. Just like before, suspensions are weighed against your account on a 6-month rolling basis. This means that any suspensions within the last 6 months will count towards your suspensions under the Attendance Score as well.
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What happens if I get suspended?
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You will receive a notification that informs you about your 7-day suspension along with the date your suspension will end. You can also see your account status and reactivation date by selecting the Ratings tab in the mobile app.
Upon suspension:
- All upcoming shifts will be removed from your calendar.
- You will be unable to work or book new shifts until your 7-day suspension is complete.
- After 7 days, your score will reset at 100 and you will be able to book/work shifts again.
Please note, you will be deactivated for 12-months if you get suspended 3 times within a 6-month period.
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When will my suspension be lifted?
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Your account will be unsuspended after serving your 7-day suspension. You can check your reinstatement date by opening the mobile app and selecting the Ratings tab.
Please note: It may take several hours for your account to resume after your reinstatement date arrives.
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Why hasn't my suspension been lifted yet?
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It may take several hours for your suspension to be lifted on your reinstatement date. If your reinstatement date has arrived and your account has not resumed, please check back on the Ratings tab shortly.
If your suspension has not been lifted after 24 hours of your reinstatement date, please contact our support team to report the delay.
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Can I dispute a suspension?
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If you believe there's been an error on your account, please submit a dispute by completing this form. You can also locate this form in the Clipboard Health app by following the steps below.
- Select the Ratings tab (bottom menu-bar)
- Tap "How the Attendance Score Works" under Learn More.
- A link to the Dispute Form will be available within the selected article.
Our investigation team will address your dispute within 72 hours and notify you whether your dispute was rejected or accepted (and reversed).
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How do I dispute a point deduction?
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If you believe there's been an error on your account, please submit a dispute by completing this form.You can also locate this form in the Clipboard Health app by following the steps below.
- Open the Clipboard Health Attendance Score Dispute Form here.
- You must fill out this form based on the cancellation that resulted in your deduction.
To locate this form in the Clipboard Health app
- Select the Ratings tab (bottom menu-bar)
- Tap "How the Attendance Score Works" under Learn More.
- A link to the Dispute Form will be available within the selected article.
After you have submitted a dispute, our investigation team will address it within 72 hours and notify you whether your dispute was accepted or rejected.
- If accepted, your penalty will be reversed accordingly.
- If rejected, your penalty will remain in effect.
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What happens if the facility cancels my shift (before the shift starts)?
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If a facility cancels your shift before your shift has begun, you will receive a notification alerting you of the cancellation and the shift will be removed from you calendar accordingly.
- If the facility has opted to pay for late cancellations, you will be automatically paid according to the cancellation terms listed in the facility's profile.
- You can view the late cancellation pay out for a facility when booking shifts:
- You can view your earnings in the app under My Account > Payroll.
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What should I do if the facility sends me home?
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If a facility instructs you to go home:
- Cancel the shift through the app and select the "No, I was sent home" option.
- Follow the prompt to complete your cancellation.
The facility will then get an opportunity to confirm your cancellation details.
- If the facility confirms your submission is valid, you will automatically receive a payment of 4 hours at the hourly rate of the shift.
- If the facility marks your submission as invalid, your account will receive a cancellation penalty based on our point deduction table.*
*If the facility has rejected your submission and you believe there's been an error, please fill out a dispute form so our team can investigate the issue on your behalf.
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