EVV provider FAQ
Below are answers to frequently asked questions about electronic visit verification for providers. You may also download an accessible PDF version of this FAQ.
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Below are answers to frequently asked questions about electronic visit verification for providers. You may also download an accessible PDF version of this FAQ.
Responses to questions raised at the Dec. 11, 2023, session:
DHS has previously announced that the soft launch for all phases of EVV will continue into 2024. At this time, DHS expects that provider agencies are onboarding their members and caregivers to the EVV system and are sending EVV visit data through their EVV system.
You can find more information on getting started by going to the DHS EVV website and following the directions under the "Providers" tab. Look for “First step for all providers” to find common answers and directions for next steps, including links to the HHAeXchange enrollment surveys.
All providers must complete an enrollment survey whether they choose to use the state EVV system or a third-party system.
The email used to complete the survey will be the email used to receive communication from HHAX. If you need to update an email address, contact HHAX.
Both straight MA and MA through an MCO require EVV.
If the service has a specific remote modifier, then EVV would not be required. Otherwise, they will need to select Community.
Review the DHS EVV website under the “Required services” tab. If the service is listed, then EVV is required. If the service is not listed, EVV is not required at this time.
When the caregiver is clocking in and out in the HHAeXchange mobile app, they will have the option to select a community checkbox when they are outside of the 500-foot geofence. Please contact HHAX via their client support portal if you cannot find the community checkbox.
No. The geofence is not a barrier to receiving services and does not prevent the person from receiving services wherever they go. DHS needs to be able to identify when a person is receiving services at “home” vs. when they are receiving services in the “community.”
Providers may check a member’s eligibility and health plan status in MN-ITS. MN-ITS will note if a member is enrolled with a prepaid health plan.
No, you do not need to wait. You may manually enter the information into HHAX.
Contact the EVV team using the DSD Contact form and include your HHAX ticket numbers.
Contact the EVV team using the DSD Contact form and include your HHAX ticket numbers.
If your agency is missing members who are authorized to receive services that require EVV, do the following:
In most cases, the above steps will identify the issue. If the issue persists, contact HHAX via the support portal.
Contact HHAX and provide them your UMPI number and ask them to create a waiver office for your program.
Consult the training materials in your provider portal and in the HHAeXchange learning management system (LMS).
When you use the HHAX Client Support Portal, we recommend allowing HHAX some time to address your inquiry. Be patient and allow the support team up to 10 business days to respond.
Reach out to HHAX using the HHAX Client Support Portal.
This recording will be posted on the Electronic Visit Verification (EVV) quarterly updates page. Scroll down the webpage (about halfway) until you see the “Electronic Visit Verification (EVV)” header.
The answers to questions asked at quarterly updates will be posted on this page.
This recording and the PowerPoint slides will be posted on the Electronic Visit Verification (EVV) quarterly updates page. Scroll down the webpage (about halfway) until you see the “Electronic Visit Verification (EVV)” header. You will also be able to find this information eventually on the EVV website as well.
There is no modifier for live-in staff. Live-in caregivers must clock in and clock out using the EVV system at least once per workday. Caregivers may choose any time during the day to clock in and immediately clock out. The time of day does not matter as long as there is a clock in/clock out using the EVV system. The shifts may later be manually adjusted to reflect the number of hours worked and services provided during each shift.
For live-in staff who are properly identified in the EVV system as live-in/residing caregivers, it is expected that they will clock in and clock out using the EVV system at least once per workday. These shifts may be manually adjusted to reflect the actual number of hours worked and services provided during each shift. Alternatively, live-in caregivers may use the EVV system in real-time as any other caregiver would.
Read all EVV policies at the links below:
Paper timesheets may still be used in some cases. HHAX may not cover all the tasks involved in payroll data entry because EVV is designed to record only the time spent directly working with members. Additionally, the EVV system may not meet all statutory documentation requirements for all services your agency provides. Caregivers also have additional time for such activities as training, paperwork and troubleshooting that HHAX will not capture.
There are no changes to billing processes for EVV at this time. Providers will continue their current billing processes.
Billing is not required to go through EVV at this time. Billing and claims will be reviewed using a post payment review process to match claims to EVV visit data.
A telephone line is available for providers using the HHAeXchange system. If you are using HHAX and do not see this available, then you need to contact HHAX via their support portal.
No. Providers using third-party EVV systems must work with their third-party EVV vendor for IVR/telephony options and other device options.
We know providers, caregivers and members need time to learn the EVV system they selected and that it will take time for EVV to become routine. Your program may need to spend time and resources to ensure everyone understands and is trained on how to use your chosen EVV system. The state system from HHAeXchange offers two options for verifying EVV. Caregivers may use the mobile application available in numerous language options or may use the telephony option which is currently only available in English.
There are public resources available such as the Federal Lifeline benefit that people may qualify for to get a smart device. In some cases, both member and caregiver may qualify.
If the member or worker lack access to a phone, you may explore publicly available resources such as Lifeline, Telephone Assistance Plan (TAP) or the Affordable Connectivity Program (ACP). These are programs available that can either provide a wireless smart phone to the member or worker (i.e., something like Assurance wireless, or what you may have heard referred to as “Obama Phone” years ago), and discounts on phone and internet service through select providers. There are income requirements for these programs but often members and some caregivers qualify. More info is available from the Minnesota Commerce Department.
Right now, if you're in the Safe at Home program and getting services or providing services, you won't need to use an EVV system. It doesn't matter if your provider picked a third-party system or the state-selected one – participants in the Safe at Home program are not required to use EVV.
Signatures are not required when using the EVV system; however, some services that require EVV have additional documentation and signature requirements that may be met outside of EVV. Review this page for more information.
In many cases, yes. Please review this page for the statutory requirements surrounding electronic signatures.
Provider agencies may fix the EVV clock in or clock out with a manual shift adjustment in the EVV system on the administrative side. Providers should follow their existing internal processes for notifying workers when an adjustment has been made.
Reach out to HHAX using the >HHAX Client Support Portal. Additional training and reference materials are available in your provider portal and LMS.
See the EVV website under the “Contact us” tab. If you are still unsure whom to contact, use the DSD Contact Form to reach out to the EVV team directly. DHS is developing a contact list specifying whom to reach out to at each MCO about their EVV process.
Provider agencies do not need to request that specific members be added to their portal from the MCOs. Each MCO follows an automated process of uploading members and authorizations into the EVV system when a prior authorization is required.
When a prior authorization is not required, it is the provider agency's responsibility to add the member and authorization to the system manually.
Not all services that require EVV require prior authorizations. The EVV requirements are determined based on the federal 21st Century Cures Act, which is the federal law requiring EVV.
Responses to questions raised at the Sept. 25, 2023, session:
Live-in caregivers must clock in and clock out into the EVV system at least once per workday. Live-in caregivers may use any of the EVV methods available to them, including the mobile application or interactive voice response (IVR). Caregivers may choose any time during the day to clock in and immediately clock out. The time of day does not matter as long as there is a clock in/clock out using the EVV system. The shifts may later be adjusted manually to reflect the number of hours worked and services provided during each shift.
Yes, shifts must be edited on a daily basis to reflect the actual time worked and services provided, to prevent potential overlap of a different service.
Shared care live-in staff will clock in and clock out the same as non-live-in staff. Each staff member must clock in and clock out separately (as two individual shifts), each single shift requires clock in and clock out.
The residing caregiver allows for documentation of the live-in caregiver within HHAeXchange. This is informational in the patient profile and EVV for these users and will follow the same methods as a non-live-in caregiver. For more information about live-in caregivers, see the Live-in caregiver policy.
IVR must be made from the client’s landline that is listed on their profile.
The caregiver code is the unique code assigned to each caregiver in the HHAX system. They are created automatically.
If you are a current user, HHAX is working to give providers lines. If you are new, you should receive it when you receive your credentials. It will be sent to the email used to complete the HHAX enrollment form.
When using IVR, if there is only one service authorized to the provider agency, the system will automatically associate the visit with the authorized service code. When there are two or more services authorized to the provider agency, the call will go to the call maintenance dashboard for the provider agency to associate the call with the accurate service codes and times.
You can use the IVR process guide to list out all the duties and share with your caregivers. You can access the process guide within the support center in your portal.
Assignment ID is only for the IVR verification method. The assignment ID can be found in the caregiver’s profile in HHAeXchange.
Yes. The IVR call in and call out must be made from the member's landline that’s on file which confirms you are at the location. See also the Device usage policy and the Verification methods policy.
DHS reduced the EVV geofence, which is a virtual perimeter around the home address of the member receiving services, from 500 miles to 500 feet from a member’s home effective Dec. 1, 2023. Provider agencies using EVV systems must select the “community” option when providing services or visits outside the geofence range. State-selected HHAeXchange users must check the community box in the mobile application. Third-party system users must work with their EVV vendor.
This was updated with the July 25 and 27 spec update. Search for "locationtype" to find details of optional community tags on visits outside the established geofence.
The specifications do not collect a geofence. As you can see in the current specification, the visit coordinates must be submitted. The geofence validation occurs in HHAX upon visit import. Third-party providers may note if a visit is conducted in the community by populating that field as outlined in the specifications. Providers using third-party EVV systems will continue to submit coordinates for their visit data. The specifications now include a field to insert a value when a visit occurs in the community and should not be subject to geofence validation in HHAX.
There is not a reason code required for visits outside the geofence; however, agencies have the option to tag the visit as a "community" visit to avoid rejection or other issues with the visit.
When the Community Visit checkbox is selected on the mobile app, the visit that is recorded will not be validated against the geofence. Providers should still instruct caregivers to record a clock in and clock out when in the community and selecting the Community Visit option so that these visits can be captured without validation to the home address. Community visits will still capture the GPS location at clock in and clock out.
Third-party EVV systems must maintain accountability to the state by submitting data that meets the state’s requirements to the HHAX data aggregator.
Members' addresses are sent from DHS MMIS to the provider's portal.
The 21st Century Cures Act requires that location of the service provided be collected as one of the six EVV data points. The geofence is a 500-foot perimeter around the person's home address that identifies visits as taking place in the home. The HHAeXchange system has a “community visit” checkbox that allows caregivers to acknowledge they are clocking in or out from a location greater than 500 feet from the person’s home. When the provider identifies the visit as a community visit, this enables the visit not to log a GPS or location error that must be resolved on the administrative side by the provider agency.
At this time, claims are not submitted via the EVV system and EVV data or errors will not cause any claim denials.
GPS location data is captured at the clock in and clock out of the visit. During the visit, caregivers do not need to make additional clock in/out (known as EVV calls) when changing locations. There is no GPS tracking or location requirements during a service visit.
The caregiver has the ability to leave a note in the mobile app when clocking out and can view how far they are from the member's address in the mobile app. Provider agencies can also add a note on the visit through the call dashboard in their provider portal.
Submit a support request to HHAeXchange through their support portal here: Client Support Portal. After you reach out to HHAX with your question, you will receive a ticket number. If the problem still exists or if your question was not answered, use the DSD Contact Form. Select “PCA and EVV questions” in the drop-down menu, and then select “EVV policy and questions”; your questions will be routed to the EVV team. Include your HHAX ticket number. We cannot elevate your question until you have reached out to HHAX first and received a ticket number.
Submit your question to HHAeXchange through their Client Support Portal.
Yes.
No. All password resets and new passwords expire after 12 hours. When requesting a new account or password, be aware of this limitation and make sure you are able to access email in a timely manner. If you need an additional password reset or other assistance, submit a support request to HHAeXchange through their Client Support Portal.
You can add a second and third address straight from the member's profile within the HHAX system.
The HHAeXchange EVV system offers two EVV verification methods, the mobile application and IVR. Additional verification methods might be available for provider agencies using third-party EVV systems. Providers choosing these third-party systems will need to work with their vendor to determine which options are available to them.
With HHAX, you can clock in and clock out as an unscheduled visit in the community.
Yes, providers are able to input a TEMP authorization into the system if needed. This is true for all provider portals: FMS, CFSS, Waiver and HHS.
When using the mobile app, caregivers can select the service code for the service they are providing, or they can use scheduled visits and the service code would be locked and all they must do is clock in/out. If the caregiver selects the wrong code, the provider agency will need to go back and update later to the correct service.
Provider portals are automatically updated from MMIS with member information through the HHAX EVV Aggregator.
If caregivers are helping a member in the community, they should use the "community" checkbox.
DHS has not yet released policy for these instances. As this time, please focus on onboarding and having your workers and members who have service authorizations use EVV.
The responsibility of agencies is crucial in preventing any misuse of the community visit option. Caregivers must adhere to the requirement of clocking in and out within a 500-foot radius of the member's residential address. While we encourage the use of the "community" checkbox for accurate documentation during community-based support, it's essential that agencies monitor and ensure its correct use. The community checkbox should only be employed when caregivers are genuinely engaged in community-based member support. It is not intended as a means to circumvent the mandatory clock-in and clock-out procedure within the 500-foot geofence. Agencies should actively monitor and ensure that caregivers are following the rules to maintain compliance and avoid abuse and fraud.
Note that location data is still captured at the clock in and clock of out an EVV visit. Clocking in early or in unallowable locations is considered fraud. Provider agencies are able to check the location of the clock in and clock out to ensure accuracy of location data and maintaining program integrity.
The type of service, individual receiving the service, date of the service, location of the service, individual providing the service and the time that the service begins and ends. For more information, see the Electronic visit verification webpage and Electronic visit verification (EVV) in the Community-Based Services Manual.
DHS has not yet released policy on this specific topic. If your agency is using HHAeXchange, you have access to the services portal which can help with keeping a record of these shift adjustments.
Shift adjustments and edits should be limited whenever possible, but we understand there are circumstances in which edits will be unavoidable. DHS is not enforcing compliance that will result in claim denials or reversals. DHS is developing compliance policies as we move toward full implementation of EVV.
DHS recognizes that providers, caregivers and members need time to learn to use EVV and that it will take time for it to become routine. Until a compliance requirement is published, DHS will be monitoring usage and use to ensure providers are prepared before being required to meet compliance thresholds. DHS is required to report quarterly usage to the federal Centers for Medicare & Medicaid Services (CMS).
For live-in staff who are properly identified in the EVV system as live-in/residing caregivers, we expect providers to adjust shifts manually to reflect the number of hours worked and services provided during each shift. Or they can clock in and clock out in real time.
Yes, if a member has a responsible party, they may log in and propose shift adjustments in the services portal.
If you are using a third-party vendor, you should not need to log into HHAX.
Providers using third-party EVV systems do not need to manually manage visits in the HHAX portal. HHAX will only receive approved visits from third-party EVV systems. Any rejected visits from a third party will reject in their source system for provider agencies to manage and resend.
Third-party providers can use the HHAX EVV API which can import visits in real-time. EVV does not need to be sent to HHAX for import on a real-time basis for purposes of the daily clock in and out activities as long as those occur in the provider's third-party EVV system.
Service Portal Management is under the admin tab in your main HHAX portal.
The services portal is an optional feature that provider agencies may choose to allow members and caregivers to review, adjust, approve or reject recorded shifts.
Not all EVV services require shift approval by the member. Only PCA services require the member/patient to approve shifts. The agency is not allowed to approve shifts for the patient. For more information, see PCA Documentation Requirements. For PCA services, if the patient does not have access to the patient service portal, the agency will need to find another way for the patient to approve shifts. This could be via a responsible party, continued use of paper time and activity documentation, or assisting the member in finding resources that enable them to access the services portal.
Visits are always viewable through the service portal. Visits that have not been approved by the member/responsible party or caregiver are viewable to the provider agency with a flag “missing service portal approval.” Once the shifts are approved in the services portal, the status changes to “approved locked.” Provider agencies can search for visits using the above statuses.
Members and caregivers/responsible parties can review previously approved shifts by filtering through the “approved locked” shifts.
Signatures are not required when using the EVV system; however, if you are providing PCA services, you have two options to meet the time and activity documentation requirements for caregivers and members:
For caregiver signature/acknowledgement you have two options:
For member signatures/approvals, you have two options:
Yes, H2014:UC:U3 is a service code in-scope for EVV.
See also the EVV website under the Required services tab or this detailed list of required services for EVV.
HHAX as a free system is not intended to be a timekeeping or payroll system. DHS is exploring with HHAX what additional features and support to create efficiencies will be available.
There are public resources available such as the Federal Lifeline benefit that people may qualify for to get a smart device. In some cases, both member and caregiver may qualify.
If the member or worker lack access to a phone, you may explore publicly available resources such as Lifeline, Telephone Assistance Plan (TAP) or the Affordable Connectivity Program (ACP). These are programs available that can either provide a wireless smart phone to the member or worker (i.e., something like Assurance wireless, or what you may have heard referred to as “Obama Phone” years ago), and discounts on phone and internet service through select providers. There are income requirements for these programs but often members and some caregivers can qualify. The state Commerce Department has published more information about these programs.
Electronic visit verification is a system for verifying, through an electronic verification system, that services have been provided. Section 12006(a) of the federal 21st Century Cures Act (PDF) requires states to use EVV for all Medicaid personal care services, including some waiver services, and home health services. Providers of affected services must begin to use EVV in collaboration with the Minnesota Department of Human Services. DHS will provide guidance and policies to provider agencies to ensure the requirements of the 21st Century Cures Act are met. Providers may create additional EVV policies but they must conform to DHS EVV requirements.
The EVV system must verify that home or community-based service visits occur by collecting six points of data electronically:
In Minnesota, personal care services that will be required to use EVV are:
In Minnesota, home health services that will be required to use EVV are:
Additional services might be subject to EVV. If DHS adds additional services, we will communicate these changes via eList and website updates.
For a list of services that require EVV, see the Electronic visit verification webpage under the Required services tab or this detailed list of required services for EVV.
Yes. EVV is required for all mandated services, regardless of where services start and end.
Providers may choose to use their EVV system for other services not in-scope, but only in-scope services will be reported to the state-selected EVV system from HHAeXchange.
Live-in caregivers are exempt from some EVV requirements, according to federal guidance. Live-in caregivers must enter the following required information into the EVV system at least once per day:
DHS offers the option for provider agencies to have live-in caregivers will interact with the EVV system on a daily basis instead of in real-time. Live-in caregivers must clock-in and clock-out into the EVV system at least once per workday using any of the EVV methods available to them. Caregivers may choose anytime during the day to clock-in and immediately clock-out. The time of day does not matter as long as there is a clock in/clock out using the EVV system. The shifts can later be manually adjusted to reflect the number of hours worked and services provided during each shift.
Provider agencies can choose to require live-in caregivers to interact with the EVV system in real time.
See also CBSM – EVV live-in caregiver policy.
At this time, participants in the Safe at Home program should not use EVV in any capacity. DHS is working to determine the appropriate options to ensure information remains confidential.
No, EVV does not affect the services a person is authorized to receive.
DHS has selected a hybrid EVV model. Providers may choose the state-provided EVV system, or a third-party EVV system that meets state requirements. Third-party systems must meet the requirements of the 21st Century Cures Act and maintain accountability to the state by submitting data to the state’s system.
DHS has selected HHAeXchange (HHAX) to provide the electronic visit verification (EVV) system for Minnesota. The contract was finalized on May 25, 2021. For more information about HHAeXchange, visit the HHAeXchange Minnesota Provider Information Center.
DHS will not charge a fee to providers to use the state-selected EVV system. However, we understand that providers may need to spend time and resources to make a change this large and to comply with state and federal requirements.
Providers who choose to use a third-party EVV system will pay for their chosen system.
As of Oct. 16, 2023, all Minnesota providers are to use EVV. Providers of services in scope need to complete the EVV onboarding process and begin using their EVV system now. For a list of services that require EVV, see the EVV website under the Required services tab or this detailed list of required services for EVV .
We know providers, caregivers and members need time to learn the EVV system they selected and that it will take time for EVV to become routine. We are not enforcing compliance that will result in claim denials or reversals in 2023 and into the beginning of 2024. We will monitor EVV use until we publish compliance requirements to ensure you are prepared to meet them.
We are required to report EVV use to the Centers for Medicare & Medicaid Services quarterly and identify providers who are not using an EVV system. We will provide technical assistance to providers identified in the reports as we move toward compliance requirements.
The Department of Human Services is using what we learned from the first two electronic visit verification launches to help develop policies and guidance for providers so they are able to comply with state and federal EVV requirements.
Providers of services that have launched for EVV services in the initial phases of the system launch need to complete the EVV onboarding process and begin using their EVV system now.
We know providers, caregivers and members need time to learn the EVV system they selected and that it will take time for EVV to become routine. We are not enforcing compliance that will result in claim denials or reversals in 2023. We will monitor EVV use until we publish compliance requirements to ensure you are prepared to meet them.
We are required to report EVV use to the Centers for Medicare & Medicaid Services quarterly and identify providers who are not using an EVV system. We will provide technical assistance to providers identified in the reports as we move toward compliance requirements.
DHS recommends caregivers use the mobile application to verify EVV visits within the state EVV system, HHAeXchange (HHAX), whenever possible. DHS and HHAX offer a secondary verification method for EVV using a telephone system known as interactive voice response (IVR).
Providers who use a third-party EVV system will need to work with their vendor on device options for EVV. DHS does not oversee devices for third-party system users. Providers may use what works best for their organization as long as it captures the required EVV data.
DHS does not provide any devices for EVV. There are public resources available, such as the Federal Lifeline benefit that people might qualify for to get a smart device. In some cases, both member and caregiver might qualify.
If the member or worker lacks access to a phone, they may explore publicly available resources such as Lifeline, Telephone Assistance Plan (TAP) or the Affordable Connectivity Program (ACP). These are programs that can either provide a wireless smart phone to the member or worker, or discounts on phone and internet service through select providers. The state Commerce Department has published more information about these programs.
DHS understands there are barriers for some people to use the EVV system. The HHAX mobile application is available in multiple languages to meet the needs of Minnesotans. In addition, the HHAX mobile application uses visuals which make it easy to use even when language is an issue.
Available languages include:
Note: Other languages may be added in future releases.
HHAX training materials are available in Spanish, Hmong, Somali, Vietnamese and Russian.
Providers who use a third-party EVV system will need to work with their vendor to meet the language needs of the people they serve and their caregivers.
At this time, there is no change to how providers bill for services provided. Providers will continue to use the billing processes they use now. DHS continues to explore billing enhancements for the HHAX system.
Providers will need to fill out an updated Provider Enrollment Form and create a ticket through the HHAeXchange support portal to notify HHAX and DHS of the change.
Providers who switch EVV systems will need to follow the steps to either join the HHAX system or to connect their third-party system.
A schedule is not required to confirm EVV-compliant visits. There is a scheduling feature in the HHAX system that providers may use if they choose.
In Minnesota, EVV is required for both home and community visits. DHS has established a 500-foot, or about 1.5 football fields in length, geofence around a person’s home address. This virtual perimeter identifies where the visit took place. For visits occurring outside the 500-foot geofence, there is a checkbox in the HHAeXchange system to acknowledge that the caregiver is outside of the geofence and notes the visit as a community visit.
Providers using third-party EVV systems will need to work with their vendors to configure their geofence to 500 feet and actions for visits outside the geofence.
Signatures are an optional component of the EVV system. Not all EVV services require shift approval by the member, but providers may choose to require signatures for services.
If choosing to require signatures in the EVV system, providers must ensure that their EVV system meets the following criteria for electronic signatures as determine by Minnesota Statutes 325L.02(h) and 325L.09:
You should know that some service providers might need extra documentation for the services they offer. These documentation requirements might not be covered by the EVV system. For questions about specific programmatic documentation and signature requirements, contact the program policy or licensing area at DHS directly.
Providers must complete the HHAX provider enrollment survey for the services they provide to begin the process. The email used to complete the survey will be the email used to receive communication from HHAX. Then users will review the information sessions posted to the HHAX Minnesota Provider Information Center.