Customer Support

Looking for the Customer Center? Don’t worry, you’re in the right place!

Things look a little different right now because we’re doing some much-needed maintenance so we can improve our partner experience.

Stay tuned for the relaunch, but until then, you’ll find the same great training videos, webinars, and helpful guides and tools on this page.

Please click on the buttons below or email support@shoshana.com for help.

Frequently Asked Questions

  • Did the File actually download? Press CTRL + J to check your downloads! (look for “installrosemark.exe”)
  • Do you have McAfee or Norton Anti-virus installed? Look to the lower right hand corner for the alert and to temporarily disable!
  • Windows Defender popping up with a scary message? Don’t be afraid, Click “More Info” and “Run Anyway”!
  • Allow this program to make changes to your computer! (You can trust us)
  • Complete the installation!

  • Click “Possibly Available” check box in the upper left hand corner.
  • If you can assign the shift after checking this, go ahead and assign the shift.
  • A box will pop up explaining what was blocking the assignment initially, and will ask you if you want to override. (Missing service type, missing skills, or availability)
  • If the open shift is still not dropping down to the caregivers planner line, more investigation is needed!
  1. Check the caregiver assignment for possible client / caregiver exclusion
  2. If the client has overlapping shifts and there’s 2 planner lines, make sure the button on the planner line with the open shift is selected!
  3. Check the caregivers profile to make sure they have an active date before the shift you’re trying to assign them to!

You can do this very easily!

  • Open the client’s profile. (Tip: Use CTRL+F to quickly find them!)
  • Click on the “Schedule” button. (If the client has more than one service, you will have to click on the service that has the schedule you wish to change.)
  • In the window that pops up, click on the line with the schedule that is being changed.
  • Click the “Change Schedule” button and choose the date in which you want the changes to take effect.
  • Make the changes in the times below by altering the days of the week check-boxes and start / end times as needed.
  • Hit apply! (Any shifts that conflict with this change will need to be dealt with accordingly!)
  • Done!
  • On the client’s profile in their Summary tab, click the Schedule button.
  • In the Schedule Manager, click the Discontinue Service Button in the upper right corner.
  • Choose the date on which the service is to be discontinued and click “OK”. (You may have to hop in the planner and click “Assignment”>”Unassign all shifts from….  select the last date of service)
  • This is normal!

  • They will not show up in your active client list until the first date of service.  You will still be able to schedule shifts and work on that client.

  • Open up your Active Caregivers list.
  • Hit CTRL + A to automatically select and highlight the entire list. (If you only want to select a few, hold the CTRL key as you select from the list the people you want to send the message to.)
  • Once you’ve made your selections click the File menu> “Send Message to selected….”
  • Type the message you want to send (Anything over 160 characters will be sent as a separate text.
  • This message will go out as both an email and text if the “Text” checkbox is checked in their profile

  • Consult your un-billable shifts report for answers!
  • This is found in the Reports Menu > Unbillable Shifts
  • The most common reason is no Payment Obligation (Whoever is actually paying for the service).
  • Have you invoiced them before? Check your invoice list for an already open invoice

  1. First Check your EVV / Telephony window ! (Office Menu> Telephony / Electronic Visit Verification Events)
  2. Look for any failed logins or outs (Look for lines with a red “X”!)
  3. Click on one to investigate why it didn’t go through!
  4. Look for the “Reason”!
  5. 9.9 times out of 10 it’s user error when there’s an issue with clocking in or out.
  • Find the client in Rosemark and open their profile.  (Pressing CTRL + F is the quickest way to find them!)
  • In their summary tab, check the “Show All” check box to show all the services this client has received.
  • Click to highlight the service type you want to start up again.  (If they are starting a service type they’ve never received before you can add it and set it up like you normally would with a new client).
  • Hop in the schedule manager by clicking the “Schedule” button.
  • Click the “Service Discontinued” line.
  • Change the status and add the new schedule!

Training Videos

Webinars

Home Care Marketing (1:18:26)
Tim Rowan and Roger McManus join us to show you the online marketing strategies you may have missed and the power of reviews.

Connect your Staff to Purpose, Values and Culture (54:22)
Miche Rayment, CEO of The Hire Effect, lays out a map to help your agency establish a set of values and ensure your staff will follow them.

Making Your Time Reporting Accurate, Efficient and Legally Compliant (1:26:11)
Angelo Spinola of Littler shares tips on how to make sure your agency’s time reporting is meeting standards and to protect you from legal ramifications.

Cyber Risk (53:28)
Ryan Apgar, senior vice president of Socius Insurance, joins us to share where home care agencies are vulnerable to cyber attacks and how to protect against them

Reduce Errors and Save Money with Rosemark Caregiver Mobile (37:43)
Tired of chasing down paper time sheets? Unsure if tasks are being completed for your clients? How do you handle shift offers? Let us show you a better way!

An Interview with Stephen Tweed (1:02:27)
Special guest Stephen Tweed, CEO of Leading Home Care and author of Conquering the Crisis: Proven Solutions for Caregiver Recruiting and Retention, discusses the caregiver shortage and a host of other issues facing the industry today.

21st Century Cures Act (28:23)
Get your questions answered and learn more about how this new legislation affects the industry.

Are You Letting Details Fall Through the Cracks? (28:54)
Record phone calls, notes, to-dos and important changes with Rosemark’s Actions feature. Keep your office tasks visible and organized!

A Perfect Pair – Let Rosemark Help you Schedule the Best Caregiver (13:41)
Find a great fit for your clients using Skills matching.

Why Use Electronic Visit Verification? (13:57)
What is EVV? How does it help streamline your business and why should you utilize this great tool?.

Business Critical Reporting (15:25)
Do you know where the bulk of your business comes from? Learn how to easily pull top level reports allowing you to see how you invoice per billing source.

Improve Your Hiring Process (10:14)
Improve your hiring process and go paper less with Rosemark’s Integrated Job Application.

Caregiver Time Off (10:45)
Different ways to schedule and keep track of caregiver time off.

Tips-N-Tricks (14:06)
Tips to help you maximize efficiency in Rosemark.

Mobility with the Web Portal (14:44)
While you’re in the field let the Rosemark Web Portal help you stay on top of the details.

Hidden Gems of the Rosemark System (20:20)
Learn about Rosemark’s best, under used features!

Reports Overview (18:41)
Use your data! Find great reports to help you assess the health of your business and get the day-to-day of your agency running smoothly. Discover all of Rosemark’s great reporting options.

Communications (37:54)
A successful agency is all about communications! Discover Rosemark’s great tools that let you reach out to your caregivers quickly and easily.

Travel Time & Mileage (8:36)
Need to Pay Caregivers Commute Time? Learn more about Rosemark’s Travel Time Tools to help make your payroll a snap.

Standardized Billing Forms UB04 and CMS1500 (13:56)
Rosemark creates UB-04 and CMS-1500 forms required by the Veterans Administration and many Insurance companies.

Earn Tax Credits Just for Hiring Caregivers! Special Guest Webinar (45:50)
Dean Rehfeld from BestCareJobs.com joins us for a look how to earn tax credits!

Care Plans Demystified (15:51)
How to set up care plans for your clients in Rosemark.

Pivot Table Reports (17:47)
Learn how to use Pivot Tables in Excel to run gross margn reports and other detailed agency report.

All About Notifications (10:06)
Keep on top of the details with the Rosemark System’s, telephony, scheduling and action notifications.

2017 Regulations Changes (1:20:24)
Special Guest Eileen Maguire from Gilliland, Maguire and Harper talks about upcoming regulation changes in the coming year.

Making Mailing Labels (14:19)
Learn how to make mailing labels for holiday cards using client, referrer, and caregiver lists in Rosemark.

Stop Being Busy and Start Being Productive (26:06)
Linda Teaman, CEO of Shoshana Technologies, talks about working IN your business versus working ON your business and which approach can help your business grow.

Marketing to Your Referrers (26:56)
Learn how Rosemark can help you nurture relationships with your important referral sources.

Beautify Your Invoices with QuickBooks Templates (9:51)
Change the layout and what information displays on invoices exported to QuickBooks.

Schedule Manager – Best Practices (14:14)
Learn best practices for scheduling in Rosemark.

Going Paperless with Document Storage (13:45)
Upload, store, and organize important documents in Rosemark to help your office go paperless!

What Features Are You Not Using?(21:31)*
Discover some of our most overlooked features, improve the way you use Rosemark!

Enhanced Communications Suite Release – SMS Texting(8:54)
Learn the ins-and-outs of our brand new communications feature set!

Billing for Overtime (10:40)
Learn how to use Rosemark’s robust overtime tools to bill clients to help cover your overtime costs.

Benefits of Home Care Pulse (9:42)
Want to improve your agency and the level of care you offer? Learn how Home Care Pulse can help!

Planner Best Practices (31:33)
Tips and tricks to help you streamline your day to day scheduling.

Care Plans, Telephony and Tasks (19:08)
Set up care plans, record tasks and discover how telephony can help.

Scheduling Reports (20:26)
Pre-made and do-it-yourself reports central to scheduling.

Couples Care Cases (9:08)
Best practices for managing couples care.

Billing & Payroll Reports (18:57)
Reports helpful for running both billing and payroll.

Automated Rate Changes with Pay/Bill Rules (17:04)
How to set up automated rate changes for Holidays, and special length shifts.

‘Do-It-Yourself’ Reporting (15:29)
Learn how to make a variety of on demand reports using the shift list.

Planner Tips & Tricks (13:09)
In-depth look at the scheduling power tool in Rosemark, the Planner.

Caregiver Incentive Program (14:37)
Setting up a caregiver incentive with a points based reward program.

Overtime Tracking (21:13)
Learn how to use Rosemark’s robust overtime tools.

Invoicing: Start to Finish (19:19)
Step-by-step invoicing Best Practices.

Scheduling Best Practices (32:40)
Learn best practices for scheduling in Rosemark.

Rates Hierarchy (16:56)
Examination of how bill rates and pay rates function in Rosemark.

Setting up Caregivers (16:00)
How to enter a new caregiver into Rosemark.

Setting up Clients (17:16)
How to enter a new client into Rosemark.

Common Quickbooks Headaches (16:27)
How to address common errors encountered when exporting shifts or invoices.

Scheduling for the Office (13:08)
Creating an office staff schedule, as well as how to approach training and paid vacation time.

Adventures in Billing & Payroll (14:41)
How to handle common billing and payroll scenarios.

Contact Management (13:20)
Profiles, contacts, roles and dealing with duplicates in Rosemark.

Caregiver Compliance (18:51)
Keeping track of credentials, and how to create a caregiver incentive program.

Don't see what you're looking for?

Check out our User’s Guide! Or if you need to talk to one of our friendly and knowledgeable staff you can call us at 734-662-3537 (option 1).

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