Quick Navigation
- General Questions
- Login & Access Issues
- Time Clock Problems
- Mobile App Issues
- Scheduling Questions
- Payroll & Time Card Concerns
- Who to Contact
General Questions
Q: Why are we changing from Kronos/ShiftWizard to Symplr Workforce?
A: Symplr Workforce combines time tracking and scheduling into one unified system, making it easier to manage your schedule, request time off, and clock in/out. Plus, with Single Sign-On (SSO), you’ll only need to remember one password!
Q: When does the new system go live?
A: September 22, 2025. Until then, you’ll use both systems during parallel testing.
Q: Do I need to clock in both systems during parallel testing?
A: Yes, if you’re in a participating department. This helps us ensure the new system captures your time accurately before we fully switch over.
Q: What happens to my accumulated PTO/vacation time?
A: All your benefit balances will transfer to the new system. You can view them in Symplr Workforce once you’re set up.
Q: Which departments are participating in parallel testing?
A:
- Phase 1 (Aug 11-24): IT Department only
- Phase 2 (Aug 25-Sept 7): Emergency, IT, Critical Care, Telemetry, Cath Lab, Laboratory, Accounting, Oncology (PNS)
- Phase 3 (Sept 8-21): Additional departments TBD
Login & Access Issues
Q: What are my login credentials?
A: Use your full CMC email address (firstname.lastname@cmc-sc.com) and your regular computer password (Active Directory password).
Q: I can’t log in to Symplr Workforce. What should I do?
Try these steps:
- Ensure you’re using your FULL email address, not just your username
- Check that Caps Lock is off
- Try resetting your computer password through IT
- Clear your browser cache if using the web version
Still having issues? Contact Help Desk: 843-347-5867
Q: Do I need to log in every time?
A: No! After your first login, the SSO feature will recognize you automatically when you’re logged into your computer.
Q: Can I access Symplr from home?
A: Yes, through the mobile app or web browser. You’ll need your CMC credentials and may need to authenticate through DUO.
Time Clock Problems
Q: My badge won’t scan at the new time clock. Help!
Try these solutions:
- Tap (don’t swipe) your badge on the screen
- Hold your badge flat against the reader for 2 seconds
- Check if your badge is damaged or demagnetized
- Try using the desktop app as an alternative
Still not working? Your badge may need to be re-encoded. Contact your supervisor or Help Desk.
Q: The time clock shows the wrong department. How do I fix this?
A: After tapping your badge, select “Location” before hitting “Submit” and choose the correct department. If you’re floating to another unit, you’ll need to do this each time.
Q: I forgot to clock out. What now?
A: You can correct your time card in Symplr Workforce:
- Log into the desktop or mobile app
- Go to “My Time Card”
- Select “Correct Transaction”
- Add your missed punch
- Save and notify your supervisor
Q: Where are the new time clocks located?
A: The new Symplr time clocks are installed at the same locations as your current Kronos clocks. Look for the device with the touchscreen display.
Mobile App Issues
Q: I can’t download the Symplr Workforce app. Where is it?
A: Search “Symplr Workforce” in:
- Apple App Store (iPhone)
- Google Play Store (Android)
Note: You’ll need DUO mobile authentication set up first.
Q: The app says I’m not near a beacon. What does this mean?
A: You must be within 15 feet of your department’s beacon to clock in/out via mobile. Look for a small white device (about 3 inches square) mounted on the wall. If you can’t find it, use a wall time clock or desktop app instead.
Q: Why does the app need my location?
A: Location services ensure you’re physically at work when clocking in via mobile. You must select “Allow While Using App” for the beacon feature to work.
Q: The app keeps crashing or freezing.
Try these fixes:
- Force close and restart the app
- Check for app updates in your app store
- Restart your phone
- Delete and reinstall the app
- Ensure you have a stable internet connection
Q: Do I need to keep the app open to clock in?
A: No, just open the app when you need to clock in/out. It doesn’t need to run in the background.
Scheduling Questions
Q: How do I request time off in the new system?
A:
- Log into Symplr Workforce
- Go to “My Schedule”
- Click “Request Time Off”
- Select dates and type of leave
- Submit for supervisor approval
Q: Can I still trade shifts with coworkers?
A: Yes! Use the “Request Shift Trade” feature in Symplr Workforce. Both you and your coworker must agree to the trade, and your supervisor must approve it.
Q: Where do I see open shifts I can pick up?
A: Check the “Open Shifts” section in Symplr Workforce. You can also enable notifications to alert you when shifts in your department become available.
Q: How far in advance can I see my schedule?
A: This depends on your department’s scheduling practices, but typically you can view schedules 4-6 weeks out.
Q: What’s this about AI-powered scheduling?
A: Symplr’s new AI feature suggests optimal shift coverage based on patterns and preferences. Your scheduler can use this to create better schedules, but all final decisions are still made by your department leadership.
Payroll & Time Card Concerns
Q: When do I need to approve my time card?
A: Time cards must be reviewed and signed off by the end of each pay period. You’ll receive reminders in the system.
Q: What if my hours look wrong?
First, check:
- Did all your punches register correctly?
- Are you looking at the right pay period?
- Did you work in multiple departments?
To fix issues:
- Make corrections before the pay period closes
- Contact your supervisor immediately if you notice errors
- Document any discrepancies
Q: Will parallel testing affect my paycheck?
A: No. Kronos remains the official system for payroll until September 22, 2025. Symplr testing is just for comparison purposes.
Q: Can I see my PTO balance in Symplr?
A: Yes! Your benefit balances are visible in the system and update in real-time as you use or accrue time.
Who to Contact
Technical Issues (Can’t log in, app problems, badge issues)
CMC Help Desk
843-347-5867
Scheduling Questions
Your Department Supervisor or Scheduler
They can help with shift trades, time-off requests, and schedule clarifications
Payroll Concerns
Payroll Department
For questions about paychecks, deductions, or time card discrepancies
Training Resources
- In-app help menu (click the “?” icon)
- SharePoint training videos (links in your department)
- Quick reference guides at time clock stations
- Department super-users
Pro Tips
- Save time: Add Symplr Workforce to your computer desktop and phone home screen
- Stay informed: Enable push notifications for schedule changes
- Be proactive: Check your time card weekly, don’t wait until pay period end
- Keep your badge safe: Store it away from magnets and avoid bending
- Practice during parallel testing: This is your chance to learn without pressure
- Use multiple clock-in methods: If one way isn’t working, try another (badge, app, or desktop)
Common Error Messages & Solutions
“Invalid Credentials”
- Double-check you’re using your full email address
- Verify your password is correct
- Try resetting your password
“No Beacon Detected”
- Move closer to your department’s beacon
- Check that location services are enabled
- Use time clock or desktop instead
“Punch Not Recorded”
- Wait for confirmation message
- Try again if needed
- Check your time card to verify
“Access Denied”
- Ensure you’re set up in the system
- Contact your supervisor
- Call Help Desk if issue persists
Still Need Help?
Remember, everyone is learning this new system together. Don’t hesitate to ask questions! Your supervisors and the Help Desk team are here to support you through this transition.
When in doubt, call the Help Desk: 843-347-5867
Together, we’re making CMC’s systems as great as our people!