General

 

 

1.

Does this program also apply to the Statewide Medicaid Managed Care Program Long-term Care, Managed Medical Assistance components, or Children’s Medical Services clients?

 

No, the AHCA EVV program as currently designed only applies to fee-for-service Medicaid home health services; private duty nursing (PDN), home health visits (HH), and personal care services (PCS).

 

 

2.

Is the AHCA EVV system required for the Florida Agency for Persons with Disabilities (APD) Home and Community-Based Services (HCBS) waiver providers?

 

No, the AHCA EVV program as currently designed only applies to fee-for-service Medicaid home health services (PDN, HH and PCS).

 

 

3.

Are time sheets required with the new system?

 

All current home health provider agency processes remain the same, unless instructed otherwise. Medicaid policy has not changed.

 

 

4.

How is billing done in the EVV System?

 

Billing is submitted through the EVV Claims Portal.

 

 

5.

Are training sessions available in webinar or in-person formats?

 

Training is available through recorded media on the training portal at http://ahcaevv.4tellus.com/. Additional in-person and live webinar training opportunities will be available prior to statewide implementation.

 

 

6.

Will there be webinars in Spanish?

 

There will be a limited amount of training content in Spanish.

 

 

7.

Will the EVV mobile app be in Spanish and in Creole?

 

No. The EVV mobile app is only in English.

 

 

8.

Is there additional training in billing and claims?

 

There will be recorded webinars available on the AHCA EVV website that can be viewed as needed at http://ahcaevv.4tellus.com/.

 

Dashboard

 

A.  General

 

 

1.

When will home health providers get their login credentials into the AHCA EVV System?

 

The Miami-Dade region went live on December 18, 2017. Statewide implementation will be in 2018. Home health providers are advised to ensure that their provider agency is signed up for Florida Medicaid Provider Alerts, provider type 65.

 

 

2.

Is the AHCA EVV System able to integrate with any EVV systems?

 

The AHCA EVV System can integrate with other EVV systems. Please contact our AHCA EVV Customer Support Line toll-free at 1-833-AHCA-EVV (1-833-2422-388).

 

 

B.  Setting up users

 

 

3.

How soon can providers begin importing caregivers into the EVV Dashboard?

 

Providers can begin to use the EVV Dashboard as soon as they have registered and have the credentials to access the EVV dashboard. Providers can register for access at https://4tellus.com/ahca-registration-page/.

 

 

4.

Will providers be able to identify LPN, RN, CNA in the caregiver field?

 

Yes, a provider can select from LPN, RN, CNA, or Other in the caregiver field.

 

 

5.

Is a different email per agency needed to set up the login?

 

It is not necessary, but it is highly recommended.

 

 

6.

Where is the caregiver’s Provider ID entered?

 

If a caregiver has a Medicaid Provider ID, it is entered in the Medicaid Treating Provider ID field of the user’s profile.

 

 

7.

Can a recipient's phone number be changed?

 

Yes, in the event recipients change their phone number, it can be updated in the EVV Dashboard.

 

 

8.

Can multiple addresses for a recipient be set up? And can users update a recipient’s address?

 

The admin can add multiple addresses, but the primary address is the one received from Florida Medicaid. To change or edit a primary address, the recipient or their representative should contact the Florida Department of Children and Families (DCF).

 

 

C.  Prior Authorizations (PAs)

 

 

9.

Does the home health provider need to add the prior authorization (PA) number when adding a new recipient?

 

A prior authorization is not needed to add a new recipient, however, if there is no PA when a visit is scheduled for that recipient, an alert will be displayed.

 

 

10.

Will prior authorizations be loaded within a 30-day period?

 

New and updated prior authorizations will be loaded daily.

 

 

11.

Will prior authorizations be automatically uploaded in the system, or will providers need to input them manually?

 

The EVV system is automatically updated on a daily basis with the approved prior authorizations.

 

 

12.

Can visits be scheduled prior to receiving prior authorizations?

 

Yes, visits may be scheduled prior to receiving prior authorizations. However, a warning pop-up screen will indicate if there is no prior authorization, and the admin can proceed to schedule the visit. When the authorization is received, the admin will need to update the claim.

 

 

13.

Can an admin schedule the visits without having a prior authorization?

 

Yes, the admin can create a visit without having a prior authorization. However, a valid prior authorization will be required before submitting the claim.

 

 

D.  Schedules

 

 

14.

What is the grace period for starting a visit?

 

Visits can begin as early as two (2) hours before or up to two (2) hours after the scheduled visit.

 

 

15.

If there's a schedule change and a different caregiver is sent to the recipient’s location, how do they check-in and out if they are not scheduled?

 

The home health provider’s designated administrator (admin) will need to create a new visit. A caregiver can create an unscheduled visit using the EVV phone mobile app if they have been previously assigned to that recipient.

 

 

16.

What if the caregiver cannot attend the scheduled visit?

 

The home health provider’s designated admin must make the appropriate changes in the EVV Dashboard and ensure there is no gap in service provision. As standard practice, home health providers should inform Medicaid recipients or their representatives if a different caregiver is being sent to render the service.

 

 

17.

Can recurring visits be scheduled?

 

Yes, and admin can schedule recurring visits in the EVV system.

 

 

18.

If a shift extends past midnight, e.g., from 7 pm to 7 am the next day, will this require scheduling two separate visits?

 

No, only one visit will need to be scheduled.

 

 

19.

Can the admin make changes to the schedule through the App?

 

No, the admin can only make changes using the EVV dashboard.

 

 

20.

How are multiple visits scheduled for a certain period, such as from November 9th until November 30th?

 

Scheduling multiple visits in a time period is referred to as recurring visits, a feature of the AHCA EVV System.

 

 

21.

Is there the ability to schedule visits by time frame (monthly) instead of day-by-day?

 

Yes, visits can be scheduled daily, weekly, or monthly.

 

 

22.

Can home health providers schedule multiple visits for the same user but with different caregivers on the same day?

 

Yes, the EVV dashboard allows an admin to schedule visits by multiple caregivers for the same recipient on the same day.

 

 

23.

Can a home health provider admin log-in to the AHCA EVV System and schedule visits during non-business hours?

 

Yes, a provider admin can log-in to the system at any time and schedule visits.

 

 

24.

Does the system have a list of codes or must codes be entered manually?

 

The system has preloaded diagnosis, service, and reason codes that cannot be edited.

 

 

25.

Who is responsible for validating visits that have issues?

 

The home health provider’s designated admin can validate visits.

 

 

26.

For last minute schedule changes, can home health providers send a caregiver to see the recipient and enter the change later with a reason to justify the late entry to have the claim paid?

 

Yes, the admin can create the visit after the service is provided to the recipient. However, the home health provider admin must enter a reason to justify the late entry.

 

 

27.

Can a recipient have multiple caregivers?

 

Yes, an admin can schedule multiple caregivers for a recipient in the scheduling section on the EVV Dashboard.

 

EVV Mobile App

A.  General

 

1.

Do services have a mandatory selection of tasks?

 

No, tasks are not mandatory.

 

 

2.

Is there an alternative if the caregiver can't afford a smartphone?

 

The EVV System requires a smart phone or tablet with phone service or Wi-Fi connectivity.

 

 

3.

What happens if a caregiver starts a service with a recipient and there is no prior authorization?

 

The claim will be on hold, up to twelve months from the date of service, until a prior authorization is received and applied to the claim.

 

 

4.

Is there a way for the admin to have full access via the EVV mobile app?

 

There is no EVV Dashboard app for smartphones. It is recommended that the EVV Dashboard be run from a desktop computer, a laptop, or a tablet device, for screen size viewing ease.

 

 

5.

What happens when the caregiver works with two different agencies?

 

The caregiver can add multiple provider agencies using the same phone and the same EVV mobile app for a different agency. The caregiver can easily switch between accounts within the EVV mobile app.

 

 

6.

What is the maximum time per visit and can they be consecutive, or can they be one in the morning and one in the afternoon?

 

The maximum time and number of a visit is based on the prior authorization.

 

 

B.  Smartphone

 

 

7.

What happens if a caregiver forgets to clock out, or the phone dies?

 

The caregiver will need to contact the EVV system admin, who will complete the visit through the EVV Dashboard.

 

 

8.

What happens if a call is answered while the time is running when performing a service?

 

The EVV mobile app will go to the background, but continue running until the call is completed. The caregiver will then need to switch back to the EVV mobile app and enter the PIN code.

 

 

9.

What happens if the phone is stolen, broken, or lost?

 

Please contact the home health provider admin for additional information and guidance regarding pending services and changing login credentials.

 

 

10.

Can the scheduled caregiver for a recipient be changed from the EVV mobile app?

 

No, only the admin can change the scheduled caregiver from the EVV Dashboard.

 

 

11.

Does the EVV mobile app work on a tablet or phone belonging to the recipient?

 

It is not recommended that caregivers download the EVV mobile app to a recipient's device, as this might compromise HIPAA regulations.

 

 

12.

Can caregivers see all the recipients of a provider agency, regardless if they aren't assigned to that patient?

 

No, caregivers can only view services scheduled for recipients assigned to them.

 

 

13.

Does the GPS capture location if a caregiver leaves the recipient's home during a service?

 

Yes. The GPS tracks the location.

 

 

14.

Why does the EVV mobile app show personal information other than the address?

 

The EVV mobile app shows pertinent information needed by the caregiver.

 

 

15.

Will the visit be billable if the GPS is not on?

 

Yes. The admin will need to modify the claim to add a reason code.

 

 

16.

Will the GPS use the caregiver’s smartphone data package?

 

Yes, if it is not connected to a Wi-Fi network.

 

 

17.

Can caregivers be logged in to two different instances of the EVV mobile app on two (2) different phones or tablets? If so, will the same amount of time be reflected in both devices?

 

Yes, caregivers can be logged in to two different devices, however they can only start a scheduled visit once, regardless of device.

 

 

C.  Starting Visits

 

 

18.

Is the caregiver expected to clock in at the start of each task (service)?

 

Caregivers will need to start each service and complete it (along with any tasks), before another service can be started.

 

 

19.

In the case a caregiver cannot reach the recipient, can the visit time be changed?

 

As long as the scheduled visit time has not started, the admin can adjust the scheduled time of the visit.

 

 

20.

Will the system allow a caregiver to start a visit if the previous visit was not completed?

 

Caregivers will not be able to start a new visit until the current visit is completed. The admin can end a visit in the EVV Dashboard.

 

 

21.

Is there a way to select all the tasks at one time?

 

If tasks are used when providing services, they can be selected all at once. However, not all providers will choose to use tasks, which are a subset of services. Services can only be selected one at a time, and must be completed before another service can be started.

 

 

22.

Can a caregiver provide two services at once?

 

No. The caregiver would need to complete one service and then begin the next service.

 

 

23.

Will caregivers be notified if the EVV mobile app goes down?

 

Yes, home health service providers will receive an email notification.

 

 

24.

Can a caregiver start a service in a location other than the scheduled address?

 

Yes. The admin will need to modify the address for the visit to select another of the addresses on record for that recipient or add an address if it is not on record.

 

 

25.

What happens when there is a "late visit"? Are caregivers able to change scheduling?

 

No, caregivers do not have the capability to make edits to late visits.

 

 

D.  Ending Visits

 

 

26.

What if a caregiver forgets to end the visit, does the visit end by itself?

 

The visit does not end by its self. The visit will need to be manually entered by the admin completing the visit in the EVV Dashboard.

 

 

27.

Is the signature mandatory?

 

No, signature is not mandatory.

 

 

28.

If the signature at the end of the service is not listed in the system as a Caregiver, Friend, Relative, will the signature or name be accepted?

 

The caregiver can select "unable to sign," then in the new screen select the "other" option. Signatures are not mandatory.

 

 

29.

Does the recipient have to sign each time at the end of multiple visits in the same day?

 

Although not required, the caregiver will have the screen to request the signature.

 

 

30.

Will we be able to print out the signed verified visit and tasks and can they replace our current visit notes?

 

No, but they can be viewed in the visit detail screen.

 

 

31.

If a visit is scheduled for 30 minutes, could someone be notified if the visit was completed in less or more time?

 

No, but the admin can view it in the visit detail screen.

 

 

 

Claims Portal

 

A.  General

 

1.

Will each visit be a unique claim?

 

Each visit will not be a unique claim. There are some claims that can have more than one visit, based on prior authorizations.

 

 

2.

Can providers submit claims for an entire month or do claims need to be submitted more frequently?

 

Home health providers can bill once a month or as frequently as they wish.

 

 

3.

When will home health providers receive rejected verifications?

 

Home health providers will know results from the 835 form returned directly to the provider from FMMIS.

 

 

4.

Will the TPL with $0 charge be filled in automatically?

 

Yes, it will be filled automatically in the EVV Claims Portal.

 

 

5.

If the visit is completed in less time than it was scheduled, can it be billed?

 

The visit can be billed only for the amount of time that services were performed.

 

 

B.  Prior Authorizations (PAs)

 

6.

How are Prior Authorization IDs entered for visits performed without a PA?

 

The admin will need to enter the prior authorization number in the PA field of the claim. This process would only occur if a service was provided before a prior authorization was received.

 

 

7.

Can a claim be submitted without a prior authorization?

 

No, the EVV system will not allow unmatched claims without a prior authorization to be submitted to the Medicaid Fiscal Agent. Claims without prior authorizations will be put on hold automatically.

 

 

8.

How will home health providers know when claims are approved or denied? Will home health providers get a remittance?

 

The providers will know once they get the remittance file or 835 from the Medicaid Fiscal Agent.

 

 

9.

Will the payment cycle be changed now that billing is completed through the EVV System?

 

No.

 

 

10.

How can we make sure the co-payment is deducted?

 

For the claim in question, the admin will need to indicate a co-payment in the claim header by selecting a checkmark in the Third-Party Liability (TPL). TPLs are managed and deducted automatically by the FMMIS system.

 

 

11.

Does the system create a CMS 1500 form?

 

No, the system does not create a CMS 1500 form.

 

 

C.  Hold and Release

 

12.

Can all claims be selected and put on hold, so they can be reviewed and decrease the chance of them being rejected?

 

All claims will automatically be on hold and an admin will need to manually release them before they can be submitted to the Medicaid Fiscal Agent.

 

 

13.

If a claim is put on hold because of a mistake, will the claim be automatically submitted to the Medicaid Fiscal Agent or will home health providers have to do it manually?

 

The claim will not be submitted automatically, and the admin will need to release it manually when the claim is ready to be submitted.

 

 

14.

What should providers do while the authorizations are pending?

 

Providers should continue providing services. Service policy has not changed.

 

 

15.

Can the claims report be viewed before it gets sent out to Medicaid for processing?

 

Yes, claims can be viewed in the EVV Claims Portal before submission.

 

 

16.

For how long can a claim be placed on hold?

 

Once a claim is put on hold, it will remain on hold until someone with admin authority at the home health provider releases the claim for billing.