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WARNING: THIS IS A TEXAS HEALTH AND HUMAN SERVICES INFORMATION RESOURCES SYSTEM THAT CONTAINS STATE AND/OR U.S. GOVERNMENT INFORMATION. BY USING THIS SYSTEM YOU ACKNOWLEDGE AND AGREE THAT YOU HAVE NO RIGHT OF PRIVACY IN CONNECTION WITH YOUR USE OF THE SYSTEM OR YOUR ACCESS TO THE INFORMATION CONTAINED WITHIN IT. BY ACCESSING AND USING THIS SYSTEM YOU ARE CONSENTING TO THE MONITORING OF YOUR USE OF THE SYSTEM, AND TO SECURITY ASSESSMENT AND AUDITING ACTIVITIES THAT MAY BE USED FOR LAW ENFORCEMENT OR OTHER LEGALLY PERMISSIBLE PURPOSES. ANY UNAUTHORIZED USE OR ACCESS, OR ANY UNAUTHORIZED ATTEMPTS TO USE OR ACCESS, THIS SYSTEM MAY SUBJECT YOU TO DISCIPLINARY ACTION, SANCTIONS, CIVIL PENALTIES, OR CRIMINAL PROSECUTION TO THE EXTENT PERMITTED UNDER APPLICABLE LAW.
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AMA/ADA End User License Agreement
LICENSE FOR USE OF CURRENT PROCEDURAL TERMINOLOGY, FOURTH EDITION ("CPT® ")

You, your employees and agents are authorized to use CPT only as contained in materials on the Texas Medicaid & Healthcare Partnership (TMHP) website solely for your own personal use in directly participating in healthcare programs administered by THHS. You acknowledge that AMA holds all copyright, trademark and other rights in CPT.

Any use not authorized herein is prohibited, including by way of illustration and not by way of limitation, making copies of CPT for resale and/or license, transferring copies of CPT to any party not bound by this agreement, creating any modified or derivative work of CPT, or making any commercial use of CPT. License to use CPT for any use not authorized herein must be obtained through the American Medical Association, Intellectual Property Services, 515 N. State Street, Chicago, Illinois, 60610. Applications are available at the American Medical Association website, www.ama-assn.org/go/cpt.

U.S. Government Rights

This product includes CPT which is commercial technical data and/or computer databases and/or commercial computer software documentation, as applicable which were developed exclusively at private expense by the American Medical Association, 515 North State Street, Chicago, Illinois, 60610. U.S. Government rights to use, modify, reproduce, release, perform, display, or disclose these technical data and/or computer databases and/or computer software and/or computer software documentation are subject to the limited rights restrictions of DFARS 252.227-7015(b)(2) (November 1995) and/or subject to the restrictions of DFARS 227.7202-1(a) (June 1995) and DFARS 227.7202-3(a) (June 1995), as applicable for U.S. Department of Defense procurements and the limited rights restrictions of FAR 52.227-14 (June 1987) and/or subject to the restricted rights provisions of FAR 52.227-14 (June 1987) and FAR 52.227-19 (June 1987), as applicable, and any applicable agency FAR Supplements, for non-Department of Defense Federal procurements.

Disclaimer of Warranties and Liabilities

CPT is provided "as is" without warranty of any kind, either expressed or implied, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. Fee schedules, relative value units, conversion factors and/or related components are not assigned by the AMA, are not part of CPT, and the American Medical Association (AMA) is not recommending their use. The AMA does not directly or indirectly practice medicine or dispense medical services. The responsibility for the content of this product is with THHS, and no endorsement by the AMA is intended or implied. The AMA disclaims responsibility for any consequences or liability attributable to or related to any use, non-use, or interpretation of information contained or not contained in this product.

This Agreement will terminate upon notice if you violate its terms. The AMA is a third party beneficiary to this Agreement.

Should the for egoing terms and conditions be acceptable to you, please indicate your agreement and acceptance by clicking below on the button labeled "accept".

THE LICENSE GRANTED HEREIN IS EXPRESSLY CONTINUED UPON YOUR ACCEPTANCE OF ALL TERMS AND CONDITIONS CONTAINED IN THIS AGREEMENT. BY CLICKING BELOW ON THE BUTTON LABELED "ACCEPT", YOU HEREBY ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO ALL TERMS AND CONDITIONS SET FORTH IN THIS AGREEMENT.

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IF YOU ARE ACTING ON BEHALF OF AN ORGANIZATION, YOU REPRESENT THAT YOU ARE AUTHORIZED TO ACT ON BEHALF OF SUCH ORGANIZATION AND THAT YOUR ACCEPTANCE OF THE TERMS OF THIS AGREEMENT CREATES A LEGALLY ENFORCEABLE OBLIGATION OF THE ORGANIZATION. AS USED HEREIN, "YOU" AND "YOUR" REFER TO YOU AND ANY ORGANIZATION ON BEHALF OF WHICH YOU ARE ACTING.

1. Subject to the terms and conditions contained in this Agreement, you, your employees and agents are authorized to use CDT only as contained in the following authorized materials and solely for internal use by yourself, employees and agents within your organization within the United States and its territories. Use of CDT is limited to use in programs administered by Centers for Medicare & Medicaid Services (CMS). You agree to take all necessary steps to ensure that your employees and agents abide by the terms of this agreement. You acknowledge that the ADA holds all copyright, trademark and other rights in CDT. You shall not remove, alter, or obscure any ADA copyright notices or other proprietary rights included in the materials.

2. Any use not authorized herein is prohibited, including by way of illustration and not by way of limitation, making copies of CDT for resale and/or license, transferring copies of CDT to any party not bound by this agreement, creating any modified or derivative work of CDT, or making any commercial use of CDT. License to use CDT for any use not authorized herein must be obtained through the American Dental Association, 211 East Chicago Avenue, Chicago IL 60611. Applications are available at the American Dental Association web site, http://www.ADA.org.

3. U.S. GOVERNMENT RIGHTS. Applicable Federal Acquisition Regulation Clauses (FARS)\Department of Defense Federal Acquisition Regulation Supplement (DFARS) Restrictions Apply to Government Use. This product includes CDT, which is commercial technical data and/or computer data bases and/or commercial computer software and/or commercial computer software documentation, as applicable, which was developed exclusively at private expense by the American Dental Association, 211 East Chicago Avenue, Chicago Illinois, 60611. U.S. Government rights to use, modify, reproduce, release, perform, display, or disclose these technical data and/or computer data bases and/or computer software and/or computer software documentation are subject to the limited rights restrictions of DFARS 252.227-7015(b)(2) (June 1995) and/or subject to the restrictions of DFARS 227.7202-1(a) (June 1995) and DFARS 227.7202-3(a) (June 1995), as applicable for U.S. Department of Defense procurements and the limited rights restrictions of FAR 52.227-14 (June 1987) and/or subject to the restricted rights provisions of FAR 52.227-14 (June 1987) and FAR 52.227-19 (June 1987), as applicable, and any applicable agency FAR Supplements, for non-Department of Defense Federal Procurements.

4. ADA DISCLAIMER OF WARRANTIES AND LIABILITIES. CDT is provided “as is” without warranty of any kind, either expressed or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose. No fee schedules, basic unit, relative values or related listings are included in CDT. The ADA does no t directly or indirectly practice medicine or dispense dental services. The sole responsibility for the software, including any CDT and other content contained therein, is with TMHP or the CMS; and no endorsement by the ADA is intended or implied. The ADA expressly disclaims responsibility for any consequences or liability attributable to or related to any use, non-use, or interpretation of information contained or not contained in this file/product. This Agreement will terminate upon notice to you if you violate the terms of the Agreement. The ADA is a third party beneficiary to this Agreement.

5. CMS DISCLAIMER. The scope of this license is determined by the ADA, the copyright holder. Any questions pertaining to the license or use of the CDT should be addressed to the ADA. End Users do not act for or on behalf of the CMS. CMS DISCLAIMS RESPONSIBILITY FOR ANY LIABILITY ATTRIBUTABLE TO END USER USE OF THE CDT. CMS WILL NOT BE LIABLE FOR ANY CLAIMS ATTRIBUTABLE TO ANY ERRORS, OMISSIONS, OR OTHER INACCURACIES IN THE INFORMATION OR MATERIAL COVERED BY THIS LICENSE. In no event shall CMS be liable for direct, indirect, special, incidental, or consequential damages arising out of the use of such information or material.

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EVV Known Issues and Resolutions, Volume 3

Last updated on 2/6/2024

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 in which they require additional support.

The table below provides resolutions or further information for the issues that users have identified.

Note: The following topics have been updated from volume 2 to provide clarification and additional informational resources:

Billing EVV Claims Through TMHP
HHAeXchange EVV Aggregation Transaction Manager
Large Number of Visits Pending Confirmation

Topic	Resolution
HHAeXchange Knowledge Base	EVV service providers, Consumer Directed Services (CDS) employees, program providers, FMSAs, and CDS employers are strongly encouraged to use the HHAeXchange Knowledge Base, which provides comprehensive resources, including: A complete inventory of HHAeXchange system process guides, training videos, and more. A complete list of HHAeXchange Provider Portal Frequently Asked Questions (FAQs), located on the HHAeXchange Texas Info Hub FAQ page. HHAeXchange computer-based trainings (CBTs), available on the HHAeXchange Learning Management System (LMS).
HHAeXchange and HHAeXchange+	In addition to the computer-based HHAeXchange Provider Portal, EVV program providers, FMSAs, and CDS employers are encouraged to use the free HHAeXchange+ mobile application (app). The HHAeXchange+ app allows service providers and CDS employees to clock in and out onsite, manage schedules, communicate with their agency, track and transmit notes, and perform other administrative tasks. Apple and Android device users can search for and download the HHAeXchange+ app from the App Store or Google Play. Detailed instructions for setting up and using the HHAeXchange+ app are available in the HHAeXchange+ Mobile App Caregiver Guide.
Data Migration from Legacy Vendors	Program providers and FMSAs that transitioned from previous EVV systems (AuthentiCare or Vesta) and are concerned about missing data should be aware that only the following data was transferred to the new HHAeXchange system: Five years of profile data Service provider information Member information CDS employer information Service authorization information One year of accepted visit information (from the EVV Aggregator) Note: Future visit schedules are not part of the data migration. If any of the data listed above is missing, program providers and FMSAs should email TXsupport@hhaexchange.com or call HHAeXchange at 833-430-1307. For more information about the EVV data conversion process, refer to Reminder: Electronic Visit Verification Data Access and Conversion.
Billing EVV Claims Through TMHP	In addition to billing in HHAeXchange, program providers and FMSAs can bill EVV claims through TMHP in two ways: For instructions on submitting EVV claims through the Electronic Data Interchange (EDI), refer to the EVV Claims Submission: Submitter ID and Receiver ID Quick Reference Guide (QRG). For instructions on submitting claims through TexMedConnect, refer to the TexMedConnect User Guide for Managed Care Organization (MCO) Long-Term Services and Supports (LTSS) Providers.
EVV Alternative Devices	An alternative device is an HHSC-approved electronic device that allows service providers and CDS employees to clock in and clock out of the EVV system from the member’s home. Program providers and FMSAs using HHAeXchange are eligible to receive a limited number of free alternative devices. For information on how to request a free alternative device and purchase additional alternative devices, refer to Ordering EVV Alternative Devices from HHAeXchange on the HHSC web page. Additionally, refer to the amended Section 7040 Alternative Devices, of the EVV Policy Handbook.
Documenting Missed Visits in HHAeXchange	A missed visit occurs when a service provider or CDS employee is unable to conduct a visit. Missed visits should not be recorded by manually entering a visit with zero hours. To document a missed visit in the HHAeXchange system, leave the time fields in the “Visit Information” section blank, and click the Missed Visit checkbox. Select the appropriate option from the New Reason drop-down box. This allows the missed visit to be tracked without it being sent to the EVV Aggregator. For more information, refer to the Missed/Deleted Visits section of the No Confirmations Received instructions.
HHAeXchange EVV Aggregation Transaction Manager	The EVV Aggregation Transaction Manager allows providers to manage visits that have been approved or rejected by the EVV Aggregator. It is accessible through the drop-down menu of the Admin tab on the HHAeXchange navigation panel. To submit visits to the EVV Aggregator from the EVV Aggregation Transaction Manager, go to the Ready tab, click Bulk Action to select all visits in Ready status, and click Submit to Aggregator. For more information, refer to the EVV Aggregation Transaction Manager instructions and the HHAeXchange EVV Aggregation Transaction Manager Rule Holds and Resolutions document.
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, CDS employees, program providers, FMSAs, and CDS employers must refer to the latest HHSC EVV PCS Service Bill Codes Table (Excel) and EVV HHCS Service Bill Codes Table (Excel) for descriptions of the available bill codes. When clocking in and clocking out for unscheduled visits, service providers and CDS employees 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.
Large Number of Visits Pending Confirmation	Program providers, FMSAs, and CDS employers should review the requirements for clocking in and clocking out according to the schedule type and communicate with service providers and CDS employees so that the maximum number of visits can be automatically verified. EVV users who perform visit maintenance should review the Call Dashboard daily for any visits that are not automatically confirmed to ensure services were rendered at the appropriate time and location. If a visit has been manually entered, reject the call from the call dashboard that is associated with the same visit. HHAeXchange can answer questions about resolving automatic verification issues through Open Hours sessions. On the HHAeXchange Texas Info Hub, refer to the Open Hours page for upcoming Open Hours training opportunities. Program providers, FMSAs, and CDS employers are encouraged to review the Provider Portal FAQs, pages 10–13, to see the top five reasons why visits are on the Call Dashboard in Texas, how to resolve the issues, and how to prevent the issues. Additional Call Dashboard training is available in the “Call Dashboard” and “Call Dashboard Resolutions” sections of the HHAeXchange EVV Management process guide.
Clocking In and Out During Overnight Shifts	HHAeXchange is configured to automatically split an 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 Learning Management System (LMS) Credentials/ Access Issues	Program providers and FMSAs 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/. Note: The system click-through training at the end of each module simulates workflow in HHAeXchange. To access the Texas LMS Quiz, click Texas LMS Quiz at the bottom of the learning plan. Once it loads, click Start Learning Now. If the quiz does not launch, click Retake the test. Program providers and FMSAs can email HHAeXchange at TXsupport@hhaexchange.com to have their credentials resent or for guidance on accessing the Texas LMS Quiz. Include the agency name and National Provider Identifier (NPI) when submitting a request.

For questions or more information about HHAeXchange, email TXsupport@hhaexchange.com or visit the HHAeXchange web page.

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