PHCS - Policies and procedures

EVV - How To

What and Why

What is TVV and why does PHCS use it?

Get Started with TVV

How to being using the TVV system

Recording Visits in TVV
How to Start (call-in) and End (call-out) of a visit with TVV
TVV Service Codes
TVV specific codes for services provided
Help!
Questions and troubleshooting

TVV - What and Why

What is TVV and Why Do We Have to Use It?

TVV stands for Telephone Visit Verification.  It is an alternate method of entering required visits into the Sandata EVV system.  It must be set up through the agency before you can use it. Each client will have individual instructions. 
EVV (electronic visit verification) is part of a federal law that requires direct care workers (DCW) who provide certain personal care and home healthcare services to electronically report six items to make sure individuals are receiving the services they need.

The six items are:
  • The type of service performed
  • The individual receiving the service
  • The date of the service
  • The location of service delivery
  • The DCW providing the service
  • The time the service begins and ends
Location is recorded in real time at both the start and end times of the visit. It is reported as either occurring in the individual’s home or community. When appropriate, the location reported at the start time may be different than the location at the end time of the service. If the service is not being provided at the individual’s home of record, then the DCW documents the location as occurring in the community. For example, if an individual service plan allows for services to take place somewhere other than the individual’s home, such as their parent’s house, that qualifies as community for documentation purposes.
Note:  Taken directly from the Ohio Department of Medicaid Website: https://medicaid.ohio.gov/resources-for-providers/special-programs-and-initiatives/electronic-visit-verification

Who or What is Sandata ?

Sandata is the vendor chosen by the State of Ohio to provide EVV maintenance and solutions statewide.  There are others that are possible to use however, Sandata is the official record and any alternate system would need to integrate within their operations regardless. Here's a little about what they do: 
Streamlining Agency Operations: Utilizing Sandata EVV Visit Maintenance for Clean and Organized Records
In the realm of home healthcare agencies, maintaining accurate and organized records is not just a best practice but a regulatory requirement. With the advent of Electronic Visit Verification (EVV) systems, such as Sandata's EVV Visit Maintenance, agencies can significantly enhance their efficiency and compliance. This article explores how agencies can leverage Sandata EVV Visit Maintenance to streamline operations and ensure meticulous record-keeping.
Importance of EVV Visit Maintenance

Sandata EVV is designed to electronically capture key data points during caregiver visits, ensuring transparency and accuracy. This technology not only facilitates compliance with state and federal regulations but also enhances operational efficiency by automating the documentation process.

Key Features of Sandata EVV Visit Maintenance

  • Real-Time Data Capture: Sandata EVV Visit Maintenance allows agencies to capture visit data in real-time, providing immediate visibility into caregiver activities. This feature minimizes the risk of errors and delays associated with manual documentation.
  • Comprehensive Visit Verification: The system verifies caregiver visits through GPS tracking, timestamp verification, and caregiver identification, ensuring the authenticity and accuracy of visit records.
  • Integration Capabilities: Sandata EVV Visit Maintenance integrates seamlessly with existing agency management systems, allowing for smooth data flow and eliminating duplicate data entry. This integration promotes consistency and reduces administrative burden.
  • Customizable Reporting: Agencies can generate customizable reports through Sandata EVV Visit Maintenance, providing insights into visit patterns, caregiver performance, and compliance metrics. These reports not only aid in decision-making but also support audits and regulatory requirements.
  • Compliance Assurance: By automating visit verification and documentation, Sandata EVV Visit Maintenance helps agencies comply with Medicaid and other regulatory guidelines. This reduces the risk of compliance-related penalties and audits.

Source: https://sandata.zendesk.com/hc/en-us/articles/33364796399507-Streamlining-Agency-Operations-Utilizing-Sandata-EVV-Visit-Maintenance-for-Clean-and-Organized-Records

When Do I Have to Use TVV? 

TVV or EVV record must be submitted along with your work report or visit note for each and every client visit. 


Here's why it matters:

  1. EVV/TVV (reported directly to the State of Ohio):
    1. Acts as your digital "punch clock" for the state
    2. Confirms visit location, time, and caregiver-client pairing
    3. Required for state compliance and reimbursement (how you get paid)
  2. Digital Forms, work reports, and visit notes (submitted to PHCS)
    1. Are your detailed notes of the client's visit and condition
    2. Capture tasks completed, client interactions, and observations
    3. Crucial for insurance billing and making sure the plan of care is followed which ensures quality care
Why Both are Non-Negotiable:
  • Insurance providers cross-reference your work report documents with EVV/TVV data
  • Incorrect or missing EVV/TVV information may result in payment denials
  • Recorded visit times must match across EVV/TVV, digital forms, AND your schedule
  • Discrepancies or missing entries lead to:
    • Increased processing time to investigate, correct, explain, and verify each instance
    • Work reports processed as late
    • Potential payment delays or even denials from the state
    • Possible decreases in authorized number of working hours allowed for the client
Your Action Steps:
  • Check work reports for EVV/TVV reminders - it's right there on the form to make it easier for you
  • Ensure all reported times match across visit notes, EVV/TVV and your schedule 
  • Submit all required documentation the same-day as your visit
  • Report any issues immediately
Pro Tips for Success:
  • Set a phone alarm to remind you of EVV clock-in and clock-out times 
  • Double-check digital form entries before submission
  • When in doubt, reach out! Contact us immediately for:
    • Schedule changes
    • EVV/TVV technical issues
    • Digital form questions or problems
Remember, your accuracy ensures smooth operations and timely payments. You're an essential part of our team, and we appreciate your commitment! Together, we can provide outstanding care while maintaining impeccable records.

 
For more details on working with EVV or TVV, and the Team Member Guide, check out the following detail pages for more information:

What if I Forget or Don't Use EVV /TVV? 

Any visit documentation that is missing the required EVV or TVV entry will be marked and processed as "Late".

Starting 3/1/2025, Ohio Department of Medicaid has finalized the mandatory requirement for EVV and it is now being strictly enforced. This means they will deny claims submitted without a matching EVV or TVV entry.

Why does that matter to you? It's how PHCS gets paid - and therefore how YOU get paid.

How to Prevent Late Processing:

  • Turn in all work reports and visit documentation on time
    • Digital forms are due the same day as the visit they are documenting
    • Paper forms are due in the office Mondays no later than 10 am
      • Sooner is always better! No need to wait if your schedule is finished
      • Paper documentation is being phased out. By the end of 2025 there will be no more daily paper documentation.
  • Use the app or your phone to register EVV or TVV for every visit
    • Enter the start time BEFORE you begin your visit tasks
    • Enter the end time AFTER your visit is completed
    • You must register both the start and end times in EVV / TVV
  • Make sure all records are matching
    • The times in EVV/TVV must also match the times on your work report
    • Both EVV/TVV and your work documentation must also match your schedule
  • Communicate with the PHCS Office Team. We can't help if we don't know there's a problem!
    • If you can't log your visit in EVV /TVV - call us!
    • If you forgot and logged in late - call us!
    • If you forgot and logged out late - call us!
    • If you forgot and didn't log in at all - call us!
    • EVERY.SINGLE.TIME
How to Notify PHCS of a Problem:

We created a hotline just for you!! Call 614-856-9111 and dial 17 for the EVV Concerns message line. Leave your message there anytime! The next business day, we will get back to you - promise!! 

    Getting Started with Sandata TVV

    How to Get Started with TVV

    Each client will have specific instructions for their services depending on the Team Member using TVV, the client's care allowed, and their ID numbers from Sandata. 

    Let us know if you prefer to use TVV.  It is good to have as a second option if the EVV version fails to work. You will never need to do both.  Any visit recorded should use the same method for clocking in and out whenever possible. 

      What Kind of Device Do I Use for TVV?

      Just a phone!  Remember, part of the information collected is the location for services provided so the phone number used must be linked to you as a PHCS Team Member.  
      If you change your phone number and use TVV, you must inform PHCS so we can change the number within your Sandata account. Otherwise, visits will not be assigned to you within their system. 

      How to Record Visits with TVV

      Once you've been set up by the office to use TVV, the rest is a simple step by step process.  Review the individual client instructions you were provided, as they change from person to person. Within these instructions you will find: 

      • Assigned Agency Toll Free Number:  Specific number assigned to PHCS for use with TVV
      • Agency Account Number:   23106
      • Santrax ID:  An ID number assigned to each Team Member by Sandata
      • Recipient ID: An ID number assigned to each client by Sandata
      • Service ID:  The Sandata code used to identify services and payers for each client visit

      Below are the generic TVV instructions on how it works.  To get the information required to complete your visit using TVV, call the PHCS Office Team.

      Start TVV Visit

      Call-in

      End TVV Visit

      Call-out

      TVV Service Codes

      The procedure codes (also known as service codes) are what Medicaid and other payers use to understand what services are being provided during a visit. When using TVV, or recording anything in EVV for that matter, it is important to choose and enter the correct code for each visit. 

      PHCS will let you know what codes you're supposed to work each visit through your scheduling app, When I Work.  Each visit will have a visit type or position assigned.  You can also see the visit type allowed within the notes of that shift.  

      The codes for TVV are different than the usual codes used in the schedule or work reports.  We will provide those codes for you within the personalized instructions for your client.  However, you can also see them here: 

      TVV Service Codes


      Pg 1

      TVV Service Codes


      Pg 2

      PHCS EVV How-To

      Help!!

      Common questions and answers on EVV and the Sandata Mobile App. 

      Sandata EVV Troubleshooting

      The Sandata Mobile Connect app is not owned or managed by PHCS. These instructions and options may change over time.


      Here are common problems we've learned of so far. Take a look, if your question is not answered here - give us a call!

      I can't log in! 
      There's no login required to use TVV.  But you will have to call the number assigned to PHCS and use the correct codes to identify yourself, the client, and the services provided. 

      What if I have to use a different email account?
      Lucky you! This is not tied to your email address - but you should still let PHCS know so we can keep your records up to date and make sure important communication reaches you promptly. 

      What if I have to use a different Phone Number? 
      TVV will not work! You can still call the TVV phone number to clock in and out, but the phone number will not be assigned to anyone at the agency so the visit will be discarded! 


      Please call PHCS as soon as possible so we can update your phone number in the TVV system.  Once it's been updated, everything will work the same as it has before. 

      I forgot to clock in
      There will be no record in EVV of your visit at all and your documentation for this visit is incomplete. Medicaid may decline to pay for the visit! 


      When this happens, call PHCS as soon as you realize you haven't clocked in. We may be able to go back into the visit and adjust the record if we are notified in a timely manner. 

      1. Contact PHCS as soon as possible so we can adjust the record.
        1. Use the dedicated voicemail for this by calling 614-856-9111 ext. 17
      2. Be sure to have all the details for us: 
        •  the visit date, 
        • the time you were supposed to clock in, 
        • the client, 
        • and the service being provided at the time. 

      I clocked in annd...  forgot to clock out
      TVV will keep tracking your visit as if you are still working and you will not be able to start a new visit. Your visit documentation is also incomplete since the time in and out will not match your reports.  And Medicaid may not pay for the visit! 

      • Contact PHCS as soon as possible so we can adjust the record.  
        • Use the dedicated voicemail for this by calling 614-856-9111 ext. 17 
      • Be sure to include all required details: 
        • the visit date, 
        • the time you were supposed to clock out, 
        • the client, 
        • and the service being provided at the time. 

      I just can't use TVV - it's too Much!

      There is another way!! 

      Use the Sandata EVV Mobile App. Contact the PHCS Office Team to let us know you prefer this option and we'll make adjustments to the system and have it send you emails to get started. 

      See detailed instructions here: EVV Sandata Mobile App

      Registration of visits in the EVV system is mandated on the State and Federal levels. So, while it's a little more work for all of us (ok, a LOT more work) - the purpose is to provide better clarity of care provided to clients and ensure they are recieving the care the really need. We'll have to work together and adjust - knowing we all really just want the best care possible for clients. 


      I need better instructions or more help!

      No problem!  This app stuff can get a little confusing and things seem to change all the time! There are a few more options for you to learn more: