BrightStar Care Support 

Our Service Guarantees

Available to ALL WorkBright BrightStar Care Customers

• Onboarding implementation within 3 weeks from form delivery
  • Free implementation with standard forms listed below
  • Free kick off call and 1 training call for your team
• Implementation times for premium features and I-9 under 1 week
• Robust video training for new administrators 
• Training Academy with certification
• Access to knowledge base with articles
• 48 hour response time for all tickets 
• Daily (M-F) office hours access for live Q&A and best practices with a WorkBright expert

Live Support

Office Hours are free and open for any WorkBright client to schedule.  Work with our team of experts to optimize your platform, troubleshoot a challenge or ask general questions!

Focused attention: One-on-one support from a knowledgeable team member.

Efficient solutions: Resolve issues quickly with targeted 15-minute support slots.

Simple booking: Easy scheduling to reserve a time that works for you.

We look forward to meeting with you to provide streamlined, personalized support that propels your business forward!

Steps for office staff

1. ABS: Enter the new hire’s Social Security Number (SSN) into ABS. (This step is needed so that WorkBright has a unique identifier to match to when sending over the data.) 

2. WorkBright ATS: Click on the ‘Onboarding’ tab within the applicant profile to initiate either the New Hire or Re-Hire workflow.  This will create the onboarding profile within WorkBright.

or

Add directly to WorkBright: to manually add an employee, click “Add Staff Member” in the top right. Complete all required fields and send the employee a notification.

3. WorkBright: Review employee submissions. In the Inbox, you can Accept or Reject employee submissions. Only data from accepted forms will transfer to ABS. Upon countersigning and approving the I-9, the data gathered up to that point is sent from WorkBright to ABS and matched by SSN.

Problem solving for office staff

If the Social Security Number (SSN) from WorkBright does not find a match in ABS:

1. 1. Check ABS to ensure there is a SSN and add it if necessary.
   2. Check ABS to ensure the SSN is correct and make correction if necessary.

Next, send the WorkBright data over to ABS again by opening the Forms tab in the employee profile in WorkBright and completing the internal form, “Send Employee Data to ABS“. Complete the form and then ABS will pull the data again. (NOTE: If you have completed this form before, you must reject it and then accept it again to begin the data transfer.) If the SSN is correct in ABS and matches what is in WorkBright, but data still isn’t transferring, please email brightstarsupport@brightstarcare.com for assistance.

Process of data transfer

• When I-9 Is countersigned and accepted – All data from accepted integrated forms and custom fields will transfer to ABS.
• When accepting a new or revised form after initial transfer – The data from that form(s) will transfer automatically as long as the I-9 has been countersigned and accepted.
• If there is an error with data transfer to ABS – Reject and Accept the Send Employee Data to ABS form to initiate the transfer again.

Data that transfer to ABS

• Employee discipline license issue date
• Employee discipline license expiration date
• TB skin test expiration date
• Driver’s license issue date
• Driver’s license expiration date
• Auto insurance issue date
• Auto insurance expiration date
• CPR issue date
• CPR expiration date
• Hepatitis B issue date
• Background check issue date
• Background check expiration date
• Background check company name
• Drug screen date of test
• Drug screen results
• Drug screen company name
• Physical date
• Pay rate
• Payroll type
• Staff type
• Job title
• Hourly/Salary
• Date of birth
• Tax filing status and exemption claimed
• Direct deposit routing number
• Direct deposit account number
• Emergency contact information

Frequently asked questions