Aloha!
Over the past 6+ months our Agency has been noticing more and more EVV Times NOT dropping to Actual Time. The system ignores the EVV Time and continues to drop the Scheduled Time. Despite our ticket submission - we have not been provided or found a reason, a solution or a workaround. The problem was small at first but now has increased to weekly (and unfortunately seemingly random) occurrences.
In Company Setup, EVV Times can be set to fall as actual time. For those who have to participate in EVV, we know we use the EVV time to pay and bill to stay compliant to the Medicaid requirements. If an Agency submits a claim with Units that do not match the EVV submission - the claim will deny.
There are several different "times" associated to a task.
- Scheduled Time - The original Task scheduled time.
- EVV Time - The time an employee clocks in/out using the Axxess HomeCare Mobile App. (Or the Adjusted EVV Time done on the backend)
- Actual Time - Depending on settings - the scheduled time or the EVV Time. Which is what shows across the system & is dropped into Payroll and Billing.
Our Agency has always been set to have EVV time fall into Actual Time. However, randomly the system will only drop the scheduled time, despite having an EVV Time for the task. We are notified by receiving a denied claim because of discrepancy in units submitted vs units in the EVV Aggregator in billing or complaints/inquiries from employees about over/under payment in payroll. This has resulted in a plethora of corrected claims and payroll adjustments. As us Agencies know, these corrections and adjustments translate to days worth of administrative time/cost.
To try and catch these issues before hitting payroll and billing, without having to manually check every single task for the week - We are trying to use the Schedule Deviation Report. However, we have not found this report to be straight forward and clearly helpful as one would hope, as well as the number of inconsistencies it has as well. To be honest - if the system is not dropping the correct time into schedules, payroll and billing - its unlikely that the correct or at least consistent information will be pulled on a report.
Has anyone else noticed that despite an employee EVV in/out and/or EVV Adjustment is made - that the time dropped to Actual Time is incorrect?
We would appreciate any shared experiences, feedback or possible workarounds while this matter is hopefully addressed.
Mahalo,
HiHealthCare
Hello @Nicole,
I want to chime in on this issue your team is having. I noticed that with our agency we are have some rounding issues. We are still doing our billing and payroll outside of the Axxess system, but those team members generate their reports by what Axxess says. They noticed that some of the hours are rounded too high and others are sometimes rounded too low. This has not been happening for too long.
I went to investigate our rounding setup and to my surprise in the Company Setup > Payroll > Rounding Policies, Start Time Rounding and End Time Rounding are filled in, Round by Task Duration is no longer an option (was replaced with Round by Shift Time (Hourly pay)), and this all was not the same configuration as the last functioning setup.
I don't know if my Agency changed the rounding settings or not, but Axxess did remove the Round by Task Duration option and replace it with Round by Shift Time (Hourly pay). I could easily see how someone could get confused by this, since our staff is paid by the 1/4 hour (smallest billable unit).
Anyways, @Nicole, it is worth checking your company setup to verify that all pieces are setup the way your Agency wants them to be. Some of the "Enhancements" Axxess adds are not always the intended improvement they were thought to be.
I hope this little bit help, I wish you the best of luck.
God Bless and have a great day!
Terrence C., IT Admin
Aloha Terrence,
Thank you for sharing your Agency's experience. It must be challenging to have to process outside the system - it must be a lot of added time to the processes.
Thank you for bringing up the rounding changes! Consistency in language across the platform would most definitely discourage confusion.
Would anyone at Axxess like to confirm that the following Rounding Policies should result in the same calculations? In theory - our schedule should reflect the same in payroll and in billing.
Hello again @Nicole,
This rounding system is brought into the spotlight as an issue with scheduling and billing. Our agency is currently tasked with trying to decode how each of setting impacts the Payroll report, Authorization Utilization report, the active Authorization List and All Scheduling components. The outcome of this needs to satisfy the standards and regulations set by the governing state and federal body. The outcome must also adhere to EVV requirements.
My question to Axxess is,
Nicole, I don't know if this helps but at least shines another light on the subject.
I wish you a blessed week,
Terrence Cheeseman
Hello!
The system has 2 different rounding policies - Billing & Payroll. Authorizations & Scheduling are left in question.
EVV In/Out Time is the constant time. (Depending on Company Setup) EVV will ALWAYS be used as the Actual Time.
In theory, if Billing & Payroll have different rounding policies this means - Billing will have its own rounded in/out or duration time & Payroll will have its own rounded in/out or duration time.
Scheduling: Should display the (unrounded) EVV Time In/Out. Within Task Details - It should display BOTH the Rounded Billing In/Out or Duration time & the Rounded Payroll In/Out or Duration time.
Authorizations: Billing Rounding Policies should apply to Authorizations. What is billed is directly related to authorization utilization - if Billing bills x amount - authorizations should be deducted that same amount. There should be no confusion made with Payroll regarding authorizations.
From what we experienced so far it seems appropriate that Billing and Authorizations are grouped together for all billing/authorization places in the system including related billing/authorization reports & Payroll is its own entity for all payroll places in the system including related payroll reports.
Technically Billing and Payroll will not always sync – employee tasks, non-billable tasks, unauthorized overages, etc. To have the reports pull payroll data vs billing data – will make reports all the more useful. Then reports could be compared to see the variances in billed vs paid hours.
Just an FYI to Readers/Axxess – The original post is regarding the system’s inconsistencies with dropping the EVV Time consistently. At random, the system will neglect to utilize the EVV Time as Actual Time and use the incorrect Schedule Time.
However – Terrence & I are discussing another issue related to the systems ability to differentiate the different times and rounding policies and translate that throughout the system and in reports correctly.
I hope all of these things can get sorted out - The administrative cost of these inconsistencies are only increasing.
Mahalo,
Nicole
Thankyou for the feedback regarding the EVV. Axxess is researching and reviewing your concerns and will respond to you. Can you provide your ticket number please?
Aloha Pamela,
Here are some tickets that address issues regarding EVV times in the system. Some tickets are addressing this post directly and some tickets are earlier issues, foreshadowing the current issue.
HELP-110936
HELP-120870
HELP-175762
HELP-176382
HELP-180518
HELP-186387
HELP-211036
HELP-216160
HELP-216329
These tickets do not address other issues regarding payroll, billing, miscalculations, inconsistencies, or rounding.
Our representatives assigned to these tickets have been doing their best to support and assist us. They maintain communication as updates come along. However, our representatives are not provided the explanations or solutions that we all need to resolve these tickets.
Mahalo, Nicole
Aloha Nicole - as always you are appreciated for all the follow up on our open tickets.