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HHAeXchange Lunch-and-Learn Webinar
Call Dashboard – Fixing Exceptions
(EVV Agencies Only)
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consent of HHAeXchange. Distribution of this document or disclosure of any Confidential Information set forth herein to any party other than the intended recipient(s) of this
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Today’s Agenda: Call Dashboard-Fixing ExceptionsCall Dashboard Overview (Call Maintenance)
Call Dashboard Exceptions
• Phone Number Not Found
• No Schedule on Calendar
• Call from Caregiver Number
• Visit Verified by Different Caregiver
• Duplicate Call
• No Schedule Opening
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Call Dashboard Overview
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Call Dashboard: Call MaintenanceCall Maintenance – Functionality
• Unsuccessful EVV Confirmation
• “Calls Looking for a Visit” (Exception)
• EVV Confirmations attempted but not successful
• Display of calls for Review and Action
Call Maintenance – Process
• Review and Diagnose
• Link or Reject Call
Call Maintenance – Status
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Call Dashboard:
Phone Number Not Found
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Call Dashboard: Phone Number Not FoundDesc: Caregiver placed call from a phone number not found anywhere
in the HHAeXchange System
• Step 1: Click on Caregivers Name and verify Phone Number
• Step 2: Check if Caller ID listed is the correct Member Phone Number
• Step 3: Click on Member Name to view Member Profile
• Step 4: Edit Member Profile and update Phone 2 and/or Phone 3
• Member → Profile Page → Phone 2/Phone 3
• Call will be Linkable after overnight process (Phone 2 or 3 will match the call)
• Alternative: If Member is not in HHAeXchange yet, Reject the Call
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Call Dashboard:
No Schedule on Calendar
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Call Dashboard: No Schedule on Calendar
Desc: Caregiver called from a Member that has no schedule on
calendar
• Step 1: Click on the Caller ID number
• Step 2: Check if there is a Schedule for the Visit
• Step 3: View the Member’s Calendar
• Step 4: Enter the Schedule on the Member’s calendar
• Call will be Linkable after overnight process
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Call Dashboard:
Call from Caregiver Number
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Call Dashboard: Call from Caregiver Number
Desc: Caller ID number appears on the Caregiver’s Profile
• Step 1: Instruct Caregiver to call from Member’s Phone
• Step 2: Manually enter confirmed Visit Times (and
Reason/Action)
• Step 3: Reject the call from the Call Dashboard
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Call Dashboard:
Visit Verified by Different Caregiver
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Call Dashboard: Visit Verified by Different Caregiver
Desc: Visit has a confirmed Clock-in/Clock-out from a Different
Caregiver
• Caregiver placing EVV call is not scheduled for that Visit
• Often occurs if Caregiver enters wrong Time & Attendance PIN
• Step 1: Click on the Caller ID number
• Step 2: Verify which Caregiver made the Call (Clock-in/Clock-out)
• Step 3: Determine if this is truly an Incorrect Caregiver
• Remove Visit Times from Calendar
• Update Information for Correct Caregiver for the visit
• Call will be Linkable after overnight process
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Call Dashboard:
Duplicate Call
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Call Dashboard: Duplicate Call
Desc: Caregiver already placed a Call-In/Call-Out within last 30
minutes
• Step 1: Click on the Caller ID number
• Step 2: Check to verify the Call is actually a Duplicate
• Look at Visit Start Time (for Call-in) or Visit End Time (for Call-out)
• Look at the Call Time listed (should be after Visit Time)
• Step 3: Reject the call
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Call Dashboard:
No Schedule Opening
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Call Dashboard: No Schedule Opening
Desc: Multiple Potential Exceptions (1 or more)
• Step 1: Check if Caller ID is listed under the Member’s Phone fields
• Step 2: Click on Caregivers Name
• Check if Schedule Times Exist for Visit
• Step 3: Address and Fix all Exceptions (one by one)
• Call may be Linkable after overnight process once exceptions addressed
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Call Dashboard: Fixing Exceptions (Wrap-up)
Check Call Dashboard Daily
Look for Last 2 Days of Calls
Link or Reject Calls
Ensures Visits move to Prebilling/Billing Phases