How do I handle calls sent to the Call Dashboard?

Managing individual exceptions and policies is the responsibility of each agency. Refer to the Call Dashboard Resolutions topic for steps in managing the various issues (exceptions) that hold visits in the Call Maintenance page.

The Call Maintenance page is used to hold any electronic visit verification (EVV) that a user cannot match to a visit. All visits held on this page are assigned a Status (a reason) for which the EVV is held.

Complete the following steps to review EVVs held on the Call Maintenance page.

1. Go to Visit > Call Dashboard to access the Call Maintenance page.

2. Click Search to access the following:

   • All held EVV on the Call Maintenance page (leaving search filters blank); or

   • Specific EVV based on search criteria using the available filters such as Status, Coordinator, or From/To Date. Then click Search.

3. On the search results, each line item is an EVV that the system could not match with a scheduled visit. Items in each row have three main components, as highlighted in the image below, described as follows:

   • Columns highlighted in RED indicate the Caregiver placing the confirmation.

   • Columns highlighted in BLUE indicate call details captured by the EVV, including the Patient, Call Date and Time, Call Type (In or Out), and the Caller ID used.

   • The last column (Status) highlighted in ORANGE provides the reason why the Caregiver’s EVV was not automatically linked to a scheduled visit.

   

4. Click the Caregiver Name link to view the Caregiver’s schedule. From here, other details can be reviewed and edited. For example, click the Patient Name to route to the Patient’s Calendar page.

   

5. Click the number under the Caller ID column to view the Patient's scheduled visits for the day.

   

On the Call Maintenance tab, EVV may be linked to a visit if enough information is available to determine the origin of the call and the associated visit. When linked, the EVV is removed from the Call Maintenance tab. The following steps demonstrate an example of linking an EVV.

As shown in the following example, the caregiver placed an EVV with an unregistered phone number as seen in the Caller ID column for a visit. The Status of Phone Number Not Found indicates that no patient has this number listed on their profile.

Follow the steps below to see how this example is linked.

1. Click the Caregiver Name to open the Caregiver Schedule window to view details.

2. The pop-up window opens providing visit details, as seen in the image below. The patient’s approved phone number does not match the one on the EVV. Because the phone number does not match, the Link option is not available to link this call.

   

3. After determining that the Caller ID number is a legitimate second phone line for the patient, click the Edit icon (Phone2) under the Phone column to add the phone number for the patient and click Save.

   

4. Click the Reprocess button at the top of the grid to refresh the page.

   

5. The Caller ID now matches a number on the Patient’s profile. The status on the Call Maintenance tab changes to Issue Fixed: Linkable Call, allowing the user to link the EVV. Click the schedule icon to the right of the edited Caller ID (as seen in image below).

   

6. The Caregiver Schedule window opens again with a Link option. Click Link to link the EVV with the visit.

7. Once linked, the call is removed from the Call Maintenance page.

There are several Statuses (reasons) that can hold an EVV in the Call Dashboard. Refer to the Call Dashboard Resolutions topic that provides step-by-step guidance for each status or issue for held EVVs.

An EVV that cannot be linked can be rejected by a user. Complete the following steps to reject an EVV from the Call Maintenance page.

1. Go to Visit > Call Dashboard to access the Call Maintenance page.

2. Click Search to access the following:

   • All held EVV on the Call Maintenance page (leaving search filters blank); or

   • Specific EVV based on search criteria using the available filters such as Status, Coordinator, or From/To Date. Then click Search.

3. From the search results, locate the call. From the Action column on the far-right, click the Reject link.

   

4. Click OK to confirm the rejection.

5. The system automatically removes the call from the Call Maintenance page and moves it to the Rejected Calls page.

Rejected calls can be reversed if an EVV was mistakenly rejected. Reversing a rejected call sends it back to the Call Maintenance page, where the EVV can be linked to the appropriate visit. Complete the following steps to reverse a rejected call.

1. In Call Maintenance, go to the Rejected Calls page and search for the rejected call.

2. From the results, locate the call and click the information bubble to the right of the Status column.

3. The Call Rejection Details pop-up opens, containing details such as who rejected the EVV, the date and time of rejection, and a Reverse Call Rejection link. Click the link to continue.

   

   1. Click Yes to confirm the action.

   2. The EVV is removed from the Rejected Calls page and routed back to the Call Maintenance page.