Frequently Asked Questions

A visit is held in billing review until all problems are corrected. All visits need to meet rules designated by the payer before you can print invoices or submit e-claims. Read more here.

The Contract Rate feature allows providers to manage and update rates for each HHAeXchange system service code and region. Read more here.

Enter a billing DX code into the HHAeXchange portal before generating an invoice. Invoices generated without a billing DX code, are held in billing review with a Missing Primary Diagnosis Code error. Read more here.

Follow the steps below to un-export a claim. Read more here.

Uncorrected problems in the Prebilling Review exclude visits from the Billing page. Follow the directions below to correct the error. Read more here.

The following are reasons why a payer cannot see your submitted claims: Read more here.

The claims status Accepted 999 means the clearinghouse received the claim file. The claim record(s) are sent to the payer after it passes the clearinghouse validations. The claim is paid after the claim record(s) are processed and approved by the payer. After the claim is processed by the payer, an Explanation of Benefits (EOB) is sent to the patient and a Remittance is sent to the provider. Read more here.

Multiple addresses can be entered for a linked contract patient (member) and assigned for use with GPS coordinates. Read more here.

Complete the steps below to accept a pending placement. Read more here.

Payers can send a placement to all the offices associated with a provider as a single Unspecified Office placement. The provider can then select the office to assign the placement to before accepting the case. Read more here.

The patient Status is changed in the Patient Profile, General page. Complete the following steps to change the Patient Status. Read more here.

The system requires an authorization before you can release a visit for billing.

If a payer doesn’t send an on-time authorization for a patient, you can create a TEMP authorization. This allows you to schedule visits and pay caregivers until the payer sends the authorization. Read more here.

If the member is active and there’s no authorization in the system, contact the linked payer using their preferred method. Ask the payer if the member has an active authorization. Read more here.

Providers can’t edit authorization details for UPR linked contracts. HHAeXchange turns off editing for these contracts to protect providers from changing values that may cause rejected claims. If the payer changes any details on their HHAeXchange system, that edit is automatically shown on the provider's platform. Read more here.

You can merge a new patient placement into an existing patient record. The existing patient’s profile pulls information from the new placement, but if a field is already populated in the existing patient profile, the new placement value does not change that existing field. Read more here.

Providers can move patients across their agency’s offices using the Patient Office Move feature. This feature applies to Classic Linked (Non-UPR), UPR-Linked, and Internal Contract Patients. Read more here.

Billing Dx Codes must be available in the system when you generate an invoice so the system can assign a Billing Dx Code to the invoice based on the code’s priority for the Agency and for the Member (Patient). Read more here.

Typically, when a payer sends a placement, the system locks all the internal contract’s authorization fields. Providers can set an authorization guardrail for the entire period of authorizations for UPR contracts. This keeps the payer’s mandated authorization limit but allows a provider to subdivide the authorization period totals and use the Additional Rules function. Read more here.

The Communications Message Center page allows providers to communicate with payers about items unrelated to an individual patient. Providers can use this function to create new communication notes, review/reply to open notes, and archive closed notes to payers. Read more here.

Question: My payer sent a placement. Why can't I see it in the Pending Placement Queue so I can accept it? Read more here.

To see any member in the system, your system administrator must assign you to at least one office. Read more here.

To see open cases in the system, your system administrator must set up your user account to allow you to see Open Cases. Read more here.

Agencies can add reasons as to why a visit is missed. For some providers, this value is required by the Payer when marking a visit as Missed. Missed Visit Reason values are added via the Reference Table Management function. Read more here.

Visits can be deleted from the system in various sections wherever a delete icon is present for visits. Only visits that have not been confirmed or billed can be deleted. Read more here.

Complete the following steps to mark a missed visit. Read more here.

Visits highlighted in pink on a patient’s calendar indicate that the visit is unauthorized. Hovering over the red Thumbs Down icon displays a pop-up message indicating the reason the visit is not authorized. Read more here.

To assign a Caregiver to a Patient visit several requirements must be met. The key requirement is that both the Patient and Caregiver have matching disciplines in their profiles. The system issues the Incorrect Discipline validation to ensure that the assigned Caregiver’s Employment Type (Discipline), matches the Patient’s Accepted Services (Disciplines). Read more here.

Users can reset their own password directly from the HHAeXchange client login page by following the steps below. Read more here.

Complete the following steps to create a New User account in the system. Read more here.

Agency administrators can start a password reset for any system agency user. Read more here.

The User Management function is used to control user access and role permissions in the system. The following are a few things to note before you get started. Read more here.