Call Dashboard Problems and Resolutions

The Call Dashboard captures Visits with either a partial or no EVV confirmation. Visits found on the call dashboard may not be processed for billing until they are fixed. Users can sort through any partial or unconfirmed Visits and adjust information to confirm them withing the system.

Call Dashboard Overview

12 min.

Manage Call Dashboard

11 min.

 

Problem

Resolution

Issue Fixed: linkable Call

  1. Click the number in the Caller ID column.

  2. In the popup, click Link to connect one of the EVVs to the visit.
Problem Resolution

Expired FOB Passcode

EVVs with this status cannot be fixed. Click Reject in the Action column to discard the call. The visit requires a manual confirmation.

FOB Confirmation for Inactive Patient

  1. Go to Patient > Patient Search and select the appropriate Patient.

  2. In the Patient Profile, open the General page.

  3. Click the Update Status button and set the status to Active.

Invalid FOB Passcode

EVVs with this status cannot be fixed. Click on Reject in the Action column to discard the call. The visit requires a manual confirmation.

Problem

Resolution

GPS Signal Not Detected

EVVs with this status cannot be fixed. Click Reject in the Action column to discard the call. The visit requires a manual confirmation.

GPS Signal Out of Range

Sometimes, address coordinates from Google Maps do not match the actual coordinates of the Patient’s home. This is often true of rural addresses but can also occur when a Patient lives in a large apartment complex

To fix the issue, recalculate the coordinates of a Patient’s address using the coordinates associated with GPS based EVV that is being held in Call Maintenance. This allows Agencies to correct the Google coordinates by replacing them with the more accurate EVV coordinates.

Unscheduled – Patient not Scheduled

EVVs with this status cannot be fixed. Click Reject in the Action column to discard the call. The visit requires a manual confirmation.

Problem

Resolution

Call from Caregiver

Number / Caller ID Not Available

  1. Click the Caregiver in the Caregiver Name column.

  2. In the popup, click Edit to go to the Visit window.

  3. In the Visit Info tab, select Timesheet Required.

  4. Click Save and close the Visit window.

  5. Click Reject in the Action column to discard the call.

    OR

    Click Reject in the Action column to discard the call without selecting Timesheet Required.

Call from Unapproved Patient Phone Number

  1. Go to Admin > Agency Profile.

  2. In the Accept Time and Attendance Call From, select Phone 2 and/or Phone 3.

  3. The call links automatically.

    OR

    Click on Reject in the Action column to discard the call.

Only users with the permissions to access the Admin Module and the Agency Profile page may resolve the issue in this manner.

Phone Number Not Found

Phone Number Verified

  1. Click the Caregiver in the Caregiver Name column.

  2. In the popup, click Edit in the Phone column. You can update an existing number or add a new one.

  3. Click Update and close the popup.

  4. Select Reprocess. The status of the EVV updates to Issue Fixed: linkable Call.

  5. Click the number in the Caller ID column.

  6. In the popup, click link to connect the EVV.

Phone Number not Verified

Click Reject in the Action column to discard the call.

Problem

Resolution

Duplicate Call

Duplicate Call in/Call out

  1. Click the number in the Caller ID column.

  2. In the Visit column, check for an existing visit start time or end time.

  3. If there is a start or end time listed, close the popup and use the Reject link in the Action column to discard the duplicate call.

Duplicate Call Out with Duties

  1. Click the number in the Caller ID column.

  2. In the Visit column, check for Duties. If there are none recorded, click Edit in the Edit column

  3. Delete the Visit End Time in the visit window.

  4. Close the visit window and refresh the Call Maintenance page.

  5. Click the number in the Caller ID column.

  6. Click link in the popup to attach the EVV with Duties to the visit.

Out of Window

  1. Click the Caregiver in the Caregiver Name column.

  2. Click link to connect the EVV to the visit.

    OR

  3. Click the Caregiver's name to open a popup with the visit details.

  4. In the Edit column, click Edit to open the Visit window.

  5. Manually enter the visit start or end time on the Schedule tab and select Timesheet Required.

    OR

    If the EVV is bad, click Reject in the Action column to discard the call.

TEMP Caregiver

Scheduled

  1. Click the number in the Caller ID column.

  2. In the Caregiver Code column, click Edit.

  3. Enter the code of the Caregiver who worked the shift and click Update.

  4. Click Edit in the right-most column to open the Visit window. 

  5. Link the calls made by the Caregiver.

Call Out with No Call In

  1. Click the number in the Caller ID column.

  2. In the Edit column, click Edit.

  3. Manually enter the Visit Start Time.

OR

Search for the Call In EVV on the Call Maintenance page. If found, resolve the issue and link to the visit.

Incorrect linked-Case Call

EVVs with this status cannot be fixed. Click Reject in the Action column to discard the call. The visit either requires a manual confirmation, or another EVV placed by the Caregiver at the right time.

No Schedule Opening

This problem occurs when the system cannot categorize a call exception into any of the other statuses. User must either research the call and visit info in order to identify the error OR click Reject in the Action column to discard the call.

Patient Not Configured for Time and Attendance

  1. Click the number in the Caller ID column.

  2. In the popup, click link to connect one of the EVVs to the visit.

  3. This opens the Visit Info tab of the Visit window.

  4. Click the Link Call button to connect the remaining EVV to the visit. 

OR

If the EVV is bad, click Reject in the Action column to discard the call.

Potential In/Out Mistake

In the Call Type column, click either the In or Out link to swap the EVV from In to Out or vice versa.
Unscheduled - Member not Selected Link the Caregiver and the Patient from the Patients General Page.