Meet Ask Eddie: Built-In Help for ElderSuite Users

Ask Eddie is ElderSuite's built-in support assistant. Use it when you need help finding a screen, completing an ElderSuite task, understanding a report or field, or troubleshooting a common software question.

You can ask questions in everyday language instead of searching for an exact help-document title.

What Ask Eddie Can Help With

Ask Eddie can provide guidance for common ElderSuite tasks such as:

• finding features and navigation paths
• step-by-step instructions for routine workflows
• attendance, transportation, meals, nursing, and document-management questions
• claim preparation, scrubbing, submission, reports, and reconciliation
• definitions of fields, forms, statuses, and options
• common troubleshooting and training questions

Ask Eddie is available from ElderSuite's seven Centers: Provider Center, Client Center, Nursing Center, Nutrition Center, Claim Center, Report Center, and Help Center.

Ask the Question Naturally

Describe what you are trying to do or what happened. Useful questions include:

• “Where can I find my ElderSuite account number?”
• “How do I test my clearinghouse connection?”
• “What should I check when a claim is rejected?”
• “How do I change a client's date of birth?”
• “Where do I print a Monthly Nursing Assessment?”

When troubleshooting, include the ElderSuite screen you are using, the task you are attempting, and the exact wording of an error message when one appears.

Protect Sensitive Information

Ask Eddie does not read client, claim, attendance, or other ElderSuite records to answer a question. It therefore does not pull client information into a conversation on its own.

However, anything you type into Ask Eddie becomes part of that conversation. When the Ask Eddie window closes, the conversation transcript and diagnostic information used to troubleshoot Eddie can be sent to the ElderSuite support team. Do not type client names, dates of birth, Medicaid numbers, Social Security numbers, passwords, clearinghouse credentials, or other unnecessary sensitive information into Ask Eddie.

Describe the situation without identifying the client whenever possible. Never include passwords or clearinghouse credentials in a question.

What Ask Eddie Knows

Ask Eddie uses ElderSuite support documentation and product guidance to answer questions about the software. The ElderSuite team updates that material as product behavior and support guidance change.

Ask Eddie can explain ElderSuite behavior and where information is maintained, but outside requirements can change independently. Confirm current payer rules, government instructions, licensing requirements, and other external compliance requirements with the appropriate official source when the answer depends on them.

What Ask Eddie Does Not Do

Ask Eddie provides guidance; it does not control ElderSuite for you. It cannot click buttons, open forms, change client or claim data, submit a support request, or make changes to an ElderSuite record.

If Eddie cannot resolve the question, use Help Center → Request Support to contact ElderSuite Support.

When to Contact ElderSuite Support

Ask Eddie is a useful first stop for standard ElderSuite questions. Contact ElderSuite Support when an issue requires account-specific investigation, a problem cannot be resolved through the documented workflow, or Support needs to review an error or system behavior directly.

When contacting Support, provide the relevant screen, error message, and steps that led to the problem without sending passwords or unnecessary sensitive information.

Use Ask Eddie While You Work

Open Ask Eddie inside ElderSuite whenever you need the next step in a workflow. A specific question about the screen or task you are working on usually produces the most useful guidance.