CareHub OVERVIEW: Service Tracking

NOTE: the updates to Service Tracking (multi-visit) will be enabled mid-August. More updates to come with additional information. 
 

ℹ️ What it is

The Service Tracking module in CareHub helps PACE programs manage the end-to-end lifecycle of participant orders and referrals. It provides a single, shared view of each service request so teams can quickly understand what has been ordered, where it is in the process, and what is needed to close the loop.

The Service Tracking module is designed to track both one-time unplanned visits as well as multiple visits for one service (i.e. Physical Therapy appointments).

🎥 Full Video Walkthrough:   

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📚 PACE regulation

460.98 Service delivery

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⚙️ What it supports

• IDT decision-making: Confirming a service is needed and initiating the order
• Authorization: Ensuring required approvals are captured
• Scheduling: Coordinating internal and external appointments
• Transportation coordination: Aligning rides with appointment details
• Record collection: Capturing labs, imaging, and visit documentation
• Post-service review: Reviewing results and recommendations and documenting follow-up

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⭐️ Why it matters

PACE programs operate under strict CMS compliance timeframes and must also respond quickly to unplanned events (for example, admissions and ED visits). By standardizing how services are requested, approved, scheduled, and followed up on, Service Tracking helps teams:

• Improve regulatory compliance through consistent, trackable workflows
• Increase speed, visibility, and accountability across service requests
• Strengthen coordination across roles (IDT, scheduling, transportation, finance, medical records)
• Ensure participants receive timely, well-coordinated care

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👥 Audience

The Service Tracking module is primarily used by:

• IDT members
• Scheduling
• Transportation
• Finance 
• Medical Records

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🕒 When to use

You may use this feature when: 

• Tracking a new order or referral
• Creating a new service for a Participant
• Managing authorization status for services
• Scheduling visits related to service(s)
• Closing the loop on service provisioning

A service can be associated with one or more visits.

You may use Services when:

• Viewing authorization and service details
• Scheduling a new service
• Adding a visit
• Tracking the service status

The individual encounters that occur with an ordered or rendered service are housed in related Visits. (i.e. a Referral to a pain specialist once a month for 12 months would consist of 12 visits.)

You may use Visits when:

• Viewing scheduled event details
• Updating the visit status
• Linking related visit notes and reports to close the loop

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🚀 How to get started

Step 1: Create the order/referral in the Clinical EMR (Elation) or add a new service directly in CareHub (Service Tracking > Services)

Step 2:  Services details to Authorize the service and review service status

Step 3: Use Related Visits the service and click the +Add a Visit button to add a one-time visit or multiple visits associated with that service

Step 4: Link a record (reports, notes, results) to a visit(s) to close the loop and complete the service

Quick Tip: Use the Services and Visits Dashboard Filters to sort by Auth Status, Due Date, Service Type, and Status

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💡 Best Practices and Tips

• Use Service Tracking module as your primary worklist to manage services and avoid external tracking
• Keep service, visit, and authorization statuses up to date to maintain visibility and prevent delays
• Always link records to the correct visit(s) to ensure services can be fully resolved
• Use multiple visits for recurring services instead of creating separate services
• Add comments and updates in real time to support coordination across teams

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🖇️ Related Modules and Functionality 

Scheduling: Manage and coordinate visit scheduling directly within Service Tracking

Tasks: Tasks may be created to support follow-up and coordination for services

Reports: Service and visit data contribute to operational and compliance reporting

Clinical EMR (Elation): Orders and Referrals originate in the EMR and flow into Service Tracking

Care Plans: Completed services may inform care plan updates and ongoing participant care

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❓ FAQs

Q: What does "Days in Status" on the Service Tracking Dashboard refer to?

A: Days in Status indicates how many full days have passed since the service status was last updated. For example, if a service is moved from Not Started to In Progress, the metric tracks how long it has remained in that status and updates after each full 24-hour period.

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📒 Additional Resources

For more detailed guidance, review:

🔗 Knowledge Base Articles: Service Tracking

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💬 Need Help?

If you need additional support:

• Review related Knowledge Base articles
• Contact your internal Super User or Admin
• Reach out to IntusCare Support for issues or questions

Updated: June 17, 2026