Frequently Asked Questions

Complete the following steps to adjust or void a claim. Read more here.

Follow the steps below to bill a contract. Read more here.

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.

As of July 1st, 2025, the New York State Department of Health (NYSDOH) requires claims to be paid based on the county where services are provided for the Nursing Home Transition and Diversion (NHTD) and the Traumatic Brain Injury (TBI) Waiver programs. 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.

If you receive a No EVV Denial on the remittance received from your Payer, it means the Payer did not receive the EVV data tied to your claim. Follow these steps to confirm whether the visits were transmitted successfully and determine the correct next action. Read more here.

Some Agencies allow scheduling of absent Caregivers. Check the Agency settings in the Office Setup page, as follows: Read more here.

Once a Caregiver’s Profile is created in the system, the system automatically generates a Caregiver Code and a Time and Attendance PIN also known as the Assignment ID. An Agency user can locate the Time & Att. PIN in the Caregiver’s Profile in the Demographics section, as shown below. Read more here.

From availability to restrictions and In-Service dates, there may be various reasons for a caregiver not to appear in a search to assign to a visit. Check the Caregiver Profile to ensure that caregiver status is set to Active, then review their availability, preferences, In-Service (training) and restrictions. Read more here.

The user must update the app from the Apple App Store or Google Play Store. Read more here.

In the process of registering for the HHAeXchange app, a Caregiver may incorrectly enter demographic information. As a result, the system cannot pair them with their Profile, and they do not appear in the Mobile User Management page. Read more here.

If you need to change your language, follow the steps below. Read more here.

This topic explains how to clock in and out of a patient visit using the HHAeXchange app. Read more here.

This topic explains how to clock in and out of a scheduled patient visit using the HHAeXchange+ Mobile app. Read more here.

After downloading the app, follow the steps below to create your account. Read more here.

You can select + New Unscheduled Visit from the Schedule page to create a new unscheduled visit. You can make an unscheduled visit for any patient you have access to, whether you have previously worked with the patient or not. You can also create a new unscheduled visit from the Patients page. Read more here.

You can attach a note to a visit for future reference. Follow the steps below to enter a visit note. Read more here.

Use the Connections page to switch between agencies/offices. Read more here.

Visit the HHAeXchange page on the Apple App Store or Google Play to install the app. Read more here.

If set up by your agency, you can edit a visit that has already taken place. Read more here.

Follow the steps below to edit or fix mistakes made during a caregivers’ mobile app registration: Read more here.

Follow the steps below to edit or fix mistakes made during a caregivers’ mobile app registration: Read more here.

To reset a mobile app password for a caregiver: Read more here.

To reset your mobile app password in theHHAeXchange App: Read more here.

Complete the following steps to reset your password in the HHAeXchange+ Mobile app: Read more here.

The My Availability function lets you set, review, and change your availability preferences. Follow the steps below to set your availability. Read more here.

If your agency uses the HHAeXchange App, you're responsible for installing the app onto your mobile device. This topic walks you through downloading the app and signing up for the first time. Read more here.

If your agency uses this feature, you will see Chat on the navigation bar at the bottom of the Menu.  A bubble counter shows the number of chat sessions with one or more unread chats. Read more here.

The app treats Linked Patient Shifts as two individual shifts when not handled as a consecutive shift. Each shift requires a clock in and out. Read more here.

Complete the following steps to switch between your connected agencies. Read more here.

When set up by your agency, the consecutive shifts feature allows you to perform a single clock-in and clock-out for multiple consecutive shifts for the same patient or one consecutive shift for two linked patients, such as a husband and wife receiving back-to-back services at the same address. Read more here.

The Patient Signature Report located under Report > Visits > Visit > Patient Signature, captures the reasons a required signature is skipped when a caregiver clocks in or out of a visit via the Mobile App. The image shows when a Patient signature was skipped and the reason under the Skip Reason(s) column. Read more here.

After downloading the app and creating your account on the app, follow the steps below to find your Mobile ID.

• From the main screen, tap the three-dot menu on the top right.

• Your Mobile ID is listed at the top of the menu, just below your name. Read more here.

You must update the app from the Apple App Store or Google Play Store. Read more here.

Check to make sure the caregiver is using the following phone versions:

• Apple iPhones must use iOS version 11.0 or higher

• Android phones must use version 6.0 (Marshmallow) or higher Read more here.

Complete the following steps to switch between your connected agencies. Read more here.

The Mobile App offers multiple languages when using the mobile device. On the Mobile App Log In page tap the Language Selector icon to select a different language. Read more here.

This topic explains how to clock in and out of a scheduled patient visit using the HHAeXchange+ Mobile app. Read more here.

Use the Providers page to switch between Agencies and Offices connected to you. Read more here.

You can create an Unscheduled Visit for any Patient you have access to, whether or not you have previously worked with the Patient.Read more here.

You can attach a note to a visit for future reference. Follow the steps below to enter a visit note. Read more here.

Visit the HHAeXchange page on the Apple App Store or Google Play to install the app. Read more here. 

If set up by your agency, you can edit a visit that has already taken place. Read more here.

Follow the steps in the HHAeXchange portal to edit or fix mistakes made during a caregivers’ mobile app registration: Read more here.

You must have an Activation Code to link the Caregiver Profile with the mobile app. Read more here.

Complete the following steps to reset your password in the HHAeXchange+ Mobile app: Read more here.

When enabled by the Agency, you can review your Availability preferences.

To review Availability, from the Menu, tap Availability. The Availability page displays your Regular Availability and Special Availability for the week. A double green check mark shows preferred times. A single red check mark shows possible but not preferred times. Read more here.

To sign up for the HHAeXchange+ Mobile app: Read more here.

You can access the Chat feature two ways.

• The bottom Navigation Bar.

• The Chat tile from the Schedule > Visit > Visit Details.

  Tap the Chat tile to initiate a direct chat to the Agency Coordinator that is assigned to the Patient. Read more here.

You can view your availability preferences once your agency enables access to the availability function on the HHAeXchange+ Mobile app. Read more here.

If office-level configuration flag Allow Clock Out Without Clock In is enabled, caregivers can clock out of a visit without clocking in first. The EVV record is saved with a Clock Out timestamp and no Clock In timestamp. The visit is flagged on the Call Dashboard. The Questionnaires and Goal Tracking features in the app are hidden when the Allow Clock Out Without Clock In is enabled.

The app treats Linked Patient Shifts as two individual shifts when not handled as a consecutive shift. Each shift requires a clock in and out. Read more here.

The following features are supported while you are offline: Read more here.

Reset the Biometric login if the biometric authentication is enabled but does not work for you. Read more here.

Your screen resolution may be set too high, which can prevent you from seeing the entire screen and stop you from scrolling to the bottom. To fix this, go to your phone’s settings and reduce the screen resolution. Read more here.

If you forget your Offline PIN used to log in to the app when you don’t have connectivity, Read more here.

If you receive a message in the mobile app that indicates a web site is blocked (e.g.: attempting to login) this means that your organization has blocked the HHAeXchange site. Contact your agency to have your IT department address this. Read more here.

Make sure Push Notifications are enabled on your phone. Here’s how to ensure push notifications are enabled on both iOS and Android phones: Read more here.

When set up by your agency, the consecutive shifts feature allows you to perform a single clock-in and clock-out for multiple consecutive shifts for the same patient or one consecutive shift for two linked patients, such as a husband and wife receiving back-to-back services at the same address. Read more here.

The Patient Signature Report under Report > Visits > Visit > Patient Signature, captures the reasons a required signature is skipped when a caregiver clocks in or out of a visit via the Mobile App. When a Patient signature is skipped the reason displays in the Skip Reason(s) column. Read more here.

If you’re getting an error when completing your registration, it’s often easy to fix. Try the suggestions for the errors below to get your registration completed successfully. Read more here.

If you manually clock out of the first shift in the Consecutive Shift or clock in for the second shift of the Consecutive Shift, the auto clock in and clock out feature is dismissed for the rest of the consecutive shift. Read more here.

Make sure the caregiver is using the following phone versions:

• Apple devices must use iOS version 15.0 or higher

• Android devices must use version 10.0 (Marshmallow) or higher Read more here.

The Activation Code is used to ensure that the Caregiver is using their own activation code and is validated with their SSN, DOB and email. This adds another layer of security so Caregivers cannot see Patients not assigned to them.

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.

Complete the following steps to assign an FOB to a Patient Profile. Read more here.

Complete the following steps to edit or delete a master week: Read more here.

The Master Week function is used to generate permanent schedules for patients who receive the same service regularly.

The system uses the Master Week's information to update the Patient’s Calendar every night for 14 days (the number of days is configurable) into the future in a process known as a rollover. Any changes to the Master Week are reflected in future visits when it rolls over again. 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.

Follow the steps below to disconnect a fixed object (FOB) from a patient’s profile. Read more here.

On the Appointments page, a visit can be edited by either using the edit icon at the top right corner of the cell or clicking on the Schedule Time link in the cell. Read more here.

The Call Dashboard is used to track electronic visit verification (EVV) call failures and rejections. From the Call Maintenance page, Providers can review exceptions and then link calls to the associated visits or reject calls. Once resolved, the calls are removed from the Call Maintenance page. Read more here.

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

The Master Week function is used to generate permanent schedules for patients who receive the same service regularly.

The system uses the Master Week's information to update the Patient’s Calendar every night for 14 days (the number of days is configurable) into the future in a process known as a rollover. Any changes to the Master Week are reflected in future visits when it rolls over again. Read more here.

In HHAeXchange, a FOB (Fixed Object, or Alternative Device) is one of the methods used to record electronic visit verification (EVV). A FOB is a small device, located and fixed at a service location, such as a Patient’s home, that generates automatic codes used to verify the date and time when a visit begins and ends. Read more here.

There are two visit classifications to include Skilled and Non-Skilled.

• Skilled Visits (clinical) involve care by a licensed medical professional (such as a nurse or physical therapist).

• Non-Skilled Visits involve assistance with daily routines, grooming, and general support. Read more here.

FOB-based EVV issues are routed and sorted on the Call Maintenance tab of the Call Dashboard. There are three specific statuses associated with FOB confirmation issues, described in the table below. Read more here.

The fixed object (FOB) setup involves assigning the device to a specific patient and physically anchoring it in their home. Assigning the FOB to a patient allows HHAeXchange to authenticate electronic visit verification (EVV) placed using the device and affixing it in the patient’s home ensures that a caregiver cannot place a fraudulent EVV. 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.

Only roles with the Inactivate User permission can deactivate a system user. For all other roles, the status field is not available to edit. Read more here.

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

Complete the following steps to unlock a user’s account if a user is locked out of their account. 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.