Call Dashboard Problems and Resolutions

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

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.

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

In some scenarios, the coordinates attributed to an address by Google Maps do not properly reflect the actual coordinates of the Patient’s home. This is particularly true of rural addresses but may also occur in cities when a Patient lives in a large apartment complex.

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

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.

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.

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.

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.

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.

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.

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 on Reject in the Action column to discard the 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.

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.