Frequently Asked Questions

This topic lists the most frequently asked questions and their answers about the HHAeXchange Payer Portal. Click a category to review the top questions.

Billing Questions Closed

Can a Provider Bill for Services that occurred before and after the Discharge Date? Closed

A Provider can bill for services prior to the discharge date as long as the Member has a supporting authorization for the services provided. If the Date of Service falls after the Discharge date, the Provider is unable to bill for this service via HHAeXchange. Read more here.

Provider Billed for Services on a Specific Date, but the Payer hasn't received the Claim yet. How do I view the Visit/Claim Status? Closed

The Payer can view the Claim Status as explained in the topic View Claims Status. If the Claim Status is not found, the Provider must determine if the Claim is held up in the Call Dashboard or Billing Review. Read more here.

Member Management Questions Closed

A Member has a valid Authorization that has started, but the Provider is unable to enter Visits and Services for the Member. Closed

Check the Start of Care Date. If, for example, the Start of Care Date was set for 3/16, but the authorization started on 3/1, the Provider cannot start Services until 3/16. Read more here.

A Member is shown as Discharged but should be shown as Active. How do I update the Discharge Date? Closed

The Discharge Date is based on discussions that occurred during Discovery and were included in the Business Requirements document. A new or updated Authorization may need to be sent to make the Member active again depending on the business requirements rules discussed. Read more here.

Member Profile in the Provider Portal is missing information. How can I fix this? Closed

The Payer must first verify that the correct Member information was sent in their Member file. Next, the Provider must verify the information on their end. If this does not resolve the issue, the Provider can contact HHAeXchange Support Team using Live Chat or by email at support@hhaexchange.com. Read more here.

Payer created a New User. Why can't the User see Members or Communications in the Payer Portal? Closed

The Payer must verify that the User is assigned the correct Role according to their job function. If Member Teams are used, the Payer must verify that the User’s Member Team assignments are correct. Instructions for these tasks can be found in the topic Edit a User Account. Read more here.

The Placement/Authorization was sent to the wrong Office. How do I get it to the correct Office? Closed

The Payer must delete the Authorization, and then send a new Authorization to the correct Office. Read more here.

Why can't the Provider or the Payer see a specific Authorization in HHAeXchange? Closed

First, the Payer must verify that the Authorization was included in the Authorization interface file sent to HHAeXchange and was not rejected. Read more here.

Why can't the Provider or the Payer see a specific Member in HHAeXchange? Closed

First, the Payer must double-check to verify that the Member is in the Payer Portal. Be sure to search under All statuses and not just Active. Read more here.

Why can't the Provider see the Placement/Authorization when the Payer can? Closed

Verify that the Placement/Authorization was sent to the correct Office. If it was not, see Placement/Authorization Sent to Wrong Office. If it was sent to the correct Office, the Provider can use Live Chat from the Payer Portal to ask for Support Assistance or contact HHAeXchange Support Team by email at support@hhaexchange.com. Read more here.