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EVV Known Issues and Resolutions, Volume 1

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The Texas Medicaid & Healthcare Partnership (TMHP) has recently received feedback from Electronic Visit Verification (EVV) program providers and financial management services agencies (FMSAs) about ways to enhance their user experience of the HHAeXchange system. The topics listed in this article highlight the most frequently occurring issues that EVV users have identified as areas in which they require additional support.

The tables below feature the resolutions for the issues that were identified.

TopicResolution
HHAeXchange System EVV Services Details Missing

The HHAeXchange system does not reflect key details about EVV-related services, including narrative descriptions of the EVV Service Bill codes during clock in and clock out.  
 

Service providers and agencies must refer to the latest HHSC EVV PCS Service Bill Codes Table and EVV HHCS Service Bill Codes Table for narrative descriptions of the available bill codes. 
 

When clocking in and clocking out for unscheduled visits, service providers can only select from the authorized service bill codes (HCPCS and Modifier) that are displayed. For scheduled visits, service providers do not have to select a service bill code because the service code is automatically determined from the schedule.

EVV Service Providers With an Older Version of the HHAeXchange Mobile Application (App)

Service providers must download the newest version (currently v23.10.03) of the HHAeXchange+ mobile app and check regularly for updates. The forced update function has been enabled so that future updates will be pushed directly to the user. Older versions of the app will no longer be supported after October 11, 2023.

Refer to the HHAeXchange update page for more information.

Large Number of Visits Pending Confirmation

Agencies should review the requirements for clock in and clock out according to the schedule type and communicate with service providers so that the maximum number of visits can be automatically verified.

Providers should review the Call Dashboard every day to correct any visits that are not automatically confirmed.

HHAeXchange will provide training to service providers on how to resolve automatic verification issues through Lunch and Learn sessions and a job aid. Refer to the training page on the HHAeXchange Texas Info Hub for upcoming Lunch and Learn training opportunities and to review the Call Dashboard recorded training.

Mobile App and HHAeXchange System Times Not Matching

The HHAeXchange system was not loading the mobile user’s correct time zone during clock in and clock out.

The HHAeXchange system has been updated to reflect the mobile user’s time zone during clock in or clock out as of September 30, 2023.

Service providers must download the newest version (currently v23.10.03) of the HHAeXchange+ mobile app if they are still experiencing any issues and check regularly for updates. The forced update function has been enabled so that future updates will be pushed directly to the user. Older versions of the app will no longer be supported after October 11, 2023.

Refer to the HHAeXchange update page for more information.

Clocking In and Out Multiple Times During Night ShiftsHHAeXchange is configured to automatically split the overnight shift into two separate EVV visit transactions: one ending at 11:59 p.m. and one starting at 12:00 a.m. for the two affected days. The service provider should only clock in once at the beginning of the shift and then clock out once at the end of the overnight visit.
HHAeXchange Credentials/ 
Access Issues (System and Mobile App)

Service providers reported that they were having issues activating the mobile app with the access code that was provided.

The access code issue for the HHAeXchange system and mobile app has been fixed as of October 7, 2023.

Service providers must download the newest version (currently v23.10.03) of the HHAeXchange+ mobile app if they are still experiencing any issues and check regularly for updates. The forced update function has been enabled so that future updates will be pushed directly to the user. Older versions of the app will no longer be supported after October 11, 2023.

Refer to the HHAeXchange update page for more information.

HHAeXchange Learning Management System (LMS) Credentials/ 
Access Issues

Providers reported missing LMS credentials or having trouble completing the LMS test.

LMS credentials are sent within 48 hours of submission of the HHAeXchange Provider Onboarding form to the email address that was entered in the form. Navigate to the LMS at https://hhaexchange.docebosaas.com/.

To access the LMS Quiz, click on the Texas LMS Quiz at the bottom of the learning plan. Once it loads, click Start Learning Now at the bottom. If the quiz does not launch, click Retake the test.

Providers can email HHAeXchange at TXsupport@hhaexchange.com to have their credentials resent or for guidance on accessing the LMS test. Include the Agency name and NPI when submitting a request.

For questions or more information about HHAeXchange, email TXsupport@hhaexchange.com.

For general questions about EVV, email TMHP at EVV@tmhp.com.