Welcome to the Electronic Visit Verification Self-Paced Training for the Department of Human Services Customers. As you may know, the Department of Human Services is moving from a paper based time collection system to an electronic one as of January 1, 2014. You have been asked to complete this training so you will know what to expect and what and what processes you and your Provider(s) will follow.

What you will learn

By the end of this training you will know the answers to:

  • What is EVV?
  • How will my Provider use EVV?
  • How will I approve my provider's time?
  • How will I use EVV
  • Frequently asked questions
  • How to get help if I need it

Who are the players?

Let's get started by going over who the players are.

If you are a customer of the Home Services Program receiving Personal Assistance, Homemaker, Home Healthcare services in your home, this system is for you.

  • DHS (Department of Human Services) - the program administrator
  • Customer - this is you, the person receiving the services
  • Provider - The Individual Provider who provides service to you.
  • Sandata - the company providing the EVV system
  • PayPro - the payroll company processing the providers paychecks

And finally,

  • DHS/DRS Staff - The DRS office staff you can contact if you have questions or need assistance. In addition, we are planning on having a call center available for several months to assist in answering your questions.

What is EVV?

You may be asking yourself, "What is EVV?" EVV is short for Electronic Visit Verification. It consists of your Provider making phone calls at the start and end of every visit and you, the customer, verifying the visits.

The EVV system has several parts.

  1. The first part is the phone call. Santrax is the system that your Provider will call to record their check in and check out times using your home telephone or cell phone.
  2. The second part is Customer approval/certification:
    1. For customers who have access to the internet, customer approval/certification and other reviews can be accomplished via the customer portal. This is a web based system where you will go to access information about your provider's calls in Santrax. You can also make any corrections to the system via the customer portal.
    2. For customers who do not have access to the internet, your provider will write down their Santrax call times for every visit on a paper timesheet which you will review with them at them, You and your provider will sign the timesheet and return it to the local HSP office.

We will talk more about this a little later.

What is Santrax?

First, let's talk about Santrax and what your provider needs to do to enter their time.

It may be easier to think of Santrax as a time clock, but instead of it being a time clock hanging on your wall… it's your phone.

That's right! Your phone can be used as a time clock. And it's unique to you and your provider.

Let's go over the basics first!

Getting Started

To use Santrax, first, your Provider will need a Santrax ID number. They will need this before they can use the EVV system. This will be mailed to them close to EVV Go Live on January 1, 2014. If they do not receive their Santrax ID in the mail, you or your Provider should call your local DHS field office and they will be able to give you the number.

Second, they will need to record their voice biometrics. Voice biometrics are a voice print also known as speaker verification or voice authentication. It is a fancy way of saying that their voice will be used as a password in the Santrax system. It will not be necessary for your provider to have their voice enrolled by January 1, 2014 in order to use Santrax but they must have their voice enrolled by May 31, 2014. In order to do this, your provider(s) must go to a local field office and ask for someone in Home Services to enroll them. They can go to any HSP office if their choice to enroll.

The Basics - Check In

There will be a call-in process for CHECK IN, and also for CHECK OUT. This is how to CHECK IN. We will go over how to CHECK OUT next.

  1. Each Time your Provider arrives to work; they will need to call in.
  2. They will be asked to enter their Santrax ID.
  3. If your Provider has already recorded their voice print, they will be prompted to repeat the phrase "At Santrax, my voice is my password." If your Provider has not yet recorded their voice print, they will not hear this prompt.
  4. Next, press the # key to continue. Then the Provider will be asked to press 1, if they are checking in.
  5. Remember to have your Provider stay on the line until they hear the system say "Received at" and the time they called in will be stated. This means that the system has recorded the entry and it's safe to hang up.

Let's listen to what a check in call sounds like:

  • Welcome, please enter your Santrax ID.
  • [Caller enters the ID on the telephone keypad.]
  • To verify your identity, please repeat:
  • "At Santrax, my voice is my password."
  • [Caller says "At Santrax, my voice is my password."]
  • If this is a Fixed Visit Verification visit using the FVV device, press the star key to enter the visit verification numbers, otherwise, press the pound key to continue.
  • [Caller presses the pound key.]
  • Please select 1 to call in or 2 to call out.
  • [Caller presses 1.]
  • Received at 4:30.
  • Thank you. Bye.

The Basics - Check Out

Calling to check out is very similar to checking in. There are two main differences. The provider will need to press 2 for checking out and they will also be required to enter a two digit task ID number for the service type provided during the visit.

Also remember that the provider will only be asked to repeat the voice print phrase, if they have already recorded their voice print.

Remember, your provider must stay on the line until they hear the system say "Thank You. Bye." This means that the system has recorded their entry and they may hang up.

Let's listen to what a check out call sounds like:

  • Welcome, please enter your Santrax ID.
  • [Caller enters the ID on the telephone keypad.]
  • To verify your identity, please repeat:
  • "At Santrax, my voice is my password."
  • [Caller says "At Santrax, my voice is my password."]
  • If this is a Fixed Visit Verification visit using the FVV device, press the star key to enter the visit verification numbers, otherwise, press the pound key to continue.
  • [Caller presses the pound key.]
  • Please select 1 to call in or 2 to call out.
  • [Caller presses 2.]
  • Received at 4:35.
  • Enter number of tasks
  • [Caller types 1.]
  • Enter task ID.
  • [Caller types two numbers.]
  • Personal Assistant.
  • You entered 1 task.
  • Thank you. Bye.

Fixed Visit Verification (FVV) Device

If you do not have a home phone or cell phone, or you do not want your provider to use the phone, please contact your local office. A Fixed Visit Verification Device will be provided at no cost for your provider to use. If you do not have a home phone, or cell phone and would like to see if you qualify for having a Fixed Visit Verification Device, contact your local office.

When using the FVV, a button is pressed and released, the device will then provide your provider with a six-digit reference number: This number includes three numbers, a dash and then three more numbers. These numbers correspond to specific date and time. The provider will need to write down the numbers exactly as they appear, including the dashes, when checking in and check checking out.

For every visit, the provider will have two six-digit numbers…..one for checking in and one for checking out. When the provider has access to a phone, they will call in to the Santrax Toll Free number and enter the reference numbers they wrote down. The fixed verification call reference guide provides more details on using this device and is available on our website. If you do not have internet access and would like this guide, please contact your local office.

FVV Basics

Calling in to record a fixed visit verification entry is very similar to calling in and calling out. The main difference is your provider will need to enter your customer ID number and the six-digit reference numbers they wrote down from the FVV device.

Your customer ID number is your DRS HSP case number. If you do not know your case number, please contact your local office.

Let's listen to what a call sounds like when a FVV device is being used:

  • Welcome, please enter your Santrax ID.
  • [Caller enters his Santrax ID on the telephone keypad.]
  • To verify your identity, please repeat:
  • "At Santrax, my voice is my password."
  • [Caller says "At Santrax, my voice is my password."]
  • Received at 5:07.
  • If this is a Fixed Visit Verification visit using the FVV device, press the star key to enter the visit verification numbers, otherwise, press the pound key to continue.
  • [Caller presses the star key.]
  • Please enter first Client ID.
  • [Caller enters the customer's case number on the telephone keypad.]
  • Please enter your first visit verification number or press the pound key to continue.
  • [Caller enters the first number from the FVV device.]
  • The first visit verification number is September 13 4:43 PM.
  • If this is incorrect press 1 to retry or press the pound key to continue.
  • [Caller presses the pound key.]
  • Please enter your second visit verification number or press the pound key to continue.
  • [Caller enters the second number from the FVV device.]
  • The second visit verification number is September 13 5:02 PM.
  • If this is incorrect press 1 to retry or press the pound key to continue.
  • [Caller presses the pound key.]
  • Enter number of tasks
  • [Caller types 1.]
  • Enter task ID.
  • [Caller types two numbers.]
  • Personal Assistant.
  • You entered 1 task.
  • Thank you. Bye.

Instead of waiting to hear "Thank You, bye", the Provider should enter the next client ID if calling in FVV values for multiple customers or hang up if done.

Time Approval

Now that we know what EVV is and what your provider(s) will need to do to record their time worked for the visits, let's talk about how you can review and approve time.

All time worked must be certified by you:

  • If your provider works for an agency, continue to follow the agency procedures for certifying time.
  • If your provider works for you, and not an agency, there are two methods of certification/approval.
  • If you have internet access, use the customer portal (more on this later).
  • If you do not have internet access, you can approve via a paper time sheet which the Provider will fill-out, entering the times they hear when they make their calls.

Time Approval Electronic Process

  • All Providers must call in/call out using the EVV telephony system
  • All Providers should record the exact time of the call in/out, as indicated by the EVV telephony system, on a hand-written timesheet. Providers should not round the call time.
  • At the end of the pay period, a system-generated timesheet will be printed and mailed/emailed to all Providers
  • If you have internet access, you should use the EVV Customer Portal website to review, correct, and approve visits for that pay period by the Due Date on the Provider Payroll Schedule.
  • For no, you and your Provider should continue to sign the hand-written timesheet and deliver it to the DRS office by the due date, until otherwise instructed by DHS.

Benefits of the Electronic Process

So what are some of the benefits of the Electronic Timekeeping and Visit Verification process?

  • Less stress about timesheet due dates - no longer need to worry about getting your providers timesheet back to DHS in time for payroll
  • No more signing paper timesheets - once you can log in to the Customer Portal to review and approve time, signing timesheets will no longer be necessary
  • Ability to see service plan at any time - you can see your authorized hours at any time using the Customer Portal. You can see your remaining authorized hours and plan your visits accordingly
  • Ensure full pay for all hours worked - Hours worked is automatically calculated based on your providers call times
  • Real time control over your information -information in the Customer Portal is real time.
  • New tools to help in answering Payroll questions for your provider - providers will have the opportunity to sign up for online paystubs. The provider can review their paycheck at any time.

Time Approval Paper Process

  • All Providers must call in/out using the EVV telephony system
  • All Providers should record the exact time of the call in/out, as indicated by the EVV telephony system, on a hand-written timesheet
  • At the end of the pay period, a system-generated timesheet will be printed and mailed and/or emailed to all Providers
  • If you do not have internet access your Provider should watch their mail and/or email for the system-generated timesheet. If the system-generated timesheet arrives before the Due Date on the Provider Payroll Schedule, the Provider should bring it to you and you and the Provider should review, correct, and sign the system-generated timesheet and return it to the DRS office by the Due Date.
  • If a system-generated timesheet does not arrive before the Due Date, the Provider should call the DRS office to determine whether a system-generated timesheet can be printed, emailed, sent to or picked up by the Provider, and returned by the Due Date.
    • If so, the Provider should bring this system- generated timesheet to you, and you and the Provider should review, correct, and sign the system-generated timesheet and return it to the DRS office by the Due Date.
  • If the DRS office cannot be reached, or if a system-generated timesheet cannot be sent, emailed, or picked up by the Provider in time to meet the Due Date,
    • you and the Provider should sign the hand-written timesheet and deliver it to the DRS office by the Due Date.
    • If times on the hand-written timesheet do not closely match the times indicated by the EVV system when the Provider called in/out, the Provider's paycheck may be delayed.

"You've Got Paid"

Your Provider will be able to log into "You've got Paid", to view and print their pay stubs, and even view their account information. This new service is provided to providers by PayPro.

The registration process is simple. If your provider is interested, contact your local office. The provider will then receive an email from Pay Pro to set up their account.

Frequently Asked Questions

Before we move on to the Customer Portal training, let's go over some Frequently Asked Questions about checking in and checking out.

  • Q: What happens if my provider forgets to call in or out? What do I do?
    • A: You will need to update the hours worked in the Visits screen in the Customer Portal. Or, document it on the paper timesheet if you do not have access to the internet. (This process may change after DHS review.)
  • Q: What if the phone is not available when my provider needs to check in or out?
    • A:  You will need to make the phone available to your provider to call in and call out unless there is a real emergency.
  • Q: Does my provider need to enter their Santrax ID and use their voice as their password every time they check in or out?
    • A: Yes. The provider will need to do both items when checking in or out from the toll-free number to record their visit.
  • Q: Do I need a computer to have my provider call in or call out?
    • A:  No. Your provider will need a phone or a Fixed Visit Verification device.

Customer Care

We know this has been a lot of information. Although you may be excited about this new system, you may also be a little overwhelmed.

If you need additional assistance with the customer portal, please contact the DHS EVV Help Line.

Now you know….

  • EVV stands for Electronic Visit Verification
  • You and your provider will start using it as of January 1, 2014
  • The EVV has two main parts - the telephone (Santrax) and certifying time (Timesheet or Customer Portal)
  • Your provider must call in and call out for every visit using Santrax You must approve the visit by signing the Timesheet or using the Customer Portal
  • If you need help, the EVV Help Line or HSP Field Office is there to help you with any questions you may have…. Help is a phone call away

Customer Portal

The next part of our training will be focused on using the computer to review and approve visits thru the Customer Portal. If you will not be using the electronic process to certify time, we thank you for attending this session and you may leave at this time. If you think you may use the electronic process in the future, you are welcome to stay to learn about the features of the Customer Portal.

Now let's talk more about the second part of the EVV system, which is the customer portal. I think you will be very impressed with how easy it is to use, and with the amount of information that will be soon be at your fingertips.

The customer portal is a web based system that requires the use of a computer with internet access. It is specifically designed to run on a personal computer or a laptop for best picture.

Let's go over the basics.

The Basics

The customer portal has four basic parts: log in, the dashboard, visits and reports. Now let's dig deeper into each of these parts, starting with logging in.

Log In

The first thing you will need to do when you are on your computer is to go to portal.sandata.com to access the customer portal.

Once you are on the main web page, you will be asked to log in.

The Log In Screen

To log in, you will need to enter your user name and password. Your user name and password will be given to you by DHS. Do not worry about the agency box as this will automatically be filled in for you.

That's it… you're in. Once in, you will automatically be directed to the dashboard. The dashboard is a summary screen which provides an overview of your visit information, including highlighting items that require your review.

Frequently Asked Questions

Let's go over some Frequently Asked Questions concerning Logging in

  • Q:  What should I put under the agency name?
    • A: This information will be provided to you. It will be STX####.
  • Q:  Who should I contact if I don't have my user name and password?
    • A: Contact your DHS office
  • Q: What if I forget my user name and password? How do I get a new one?
    • A: Contact your DHS office

The Dashboard

The next main area of the Customer Portal is the dashboard. The dashboard is designed to give you a quick snap shot of your authorizations and any alerts you may have.

Purpose of the Dashboard

The Dashboard is a central location where you are able to view your authorization information, and view "visits" made by your provider.

The dashboard also provides shortcuts to the Visits and Reporting sections of the Customer Portal. We'll talk more about these Visits and Reporting later.

Let's start with the "Choose a Client" and "Choose a Payor" options.

Most customers will only see their name here. If you are not he customer, but represent a customer or multiple customers, you will see all customer's names here by clicking on this upside down arrow next to "Choose a Client".

We will use Edward Jones as our example.

The "Choose a Payor" option will be automatically set for you as "Illinois DHS".

Next, notice the red boxes here at the top of the page. These are alerts. The first alert is "Visits Need Attention." As the name shows, these are visits that you're your attention. The second alert is "Visits Need Approval". These are visits that need to be approved by you. We will come back to these alerts a little later.

Unknown Calls

Below the Alerts, you will notice here, a section called "Unknown Calls". If there are any unknown calls, they will appear here. It is very important that you handle all of your unknown calls on the dashboard before moving on to dealing with the alerts.

An unknown call is one that was made from a number that was not registered and the system does not recognize as belonging to you. There are many possible reasons why your PROVIDER may call from an unregistered phone number. In most cases, it is because the PROVIDER began working from a location other than the customers' home. For example, they may have met the customer at the doctor's office and used other than the customer's phone when calling in. When this happens, you must confirm that the unknown call was intended for you before it can be processed.

Please remember, you must call the HSP Field Office to register a new number if your number changes.

If this area is blank, that means you have no unknown calls that you need to edit. Displayed here are the Dates, Service, Employee name, check In time, check out time, and the total Hours.

In order to claim an unknown call, simply select the customer name the unknown call belongs to by clicking here on this drop down option under "Assign To", and clicking on the customer's name.

Next, in order to confirm the unknown call - Tap, Click, or Press the Space Bar on the Confirm button here under Actions to complete process of claiming the unknown call. When the Confirmation box appears, review the information, and if it is accurate, click on OK to complete, or Cancel to cancel the request. We'll click on the OK button for training purposes.

And now we are back on the Dashboard - You will notice that the Unknown Call has now been removed from the customer's dashboard.

Authorization Information

Now let's go over the authorization information you can access through this portal. Underneath the Unknown Calls section, notice the Current Authorizations section.

The dashboard is designed to provide a quick snap shot of the Current Authorization or Authorizations for the customer. The start and end date, hours used by percentage, and, some remarks will also be provided for each service.

Green remarks indicate the authorization is Active, and Red indicates the authorization has Exceeded the authorized amount.

If you wish to see more detail for an authorization, simply tap, click or press the space bar on the arrow to the left of each service to expand the selection.

In this example it provides you with the Reference, Units, Authorization Type, and Limit Type for each service code. It also shows the number of hours approved per year, but limited by month. Here it shows that there is a total of 600 to use, but of the 600 only 96 hours have been used, which is 16% of the total authorization.

Over here, we have the number of hours that are approved per month. In this example, there are a total of 50 to use per month, but of the 50, only 44.5 hours have actually been used, which is 89% for that month.

Please keep in mind that these figures are for training purposes only.

Frequently Asked Questions

Let's go over some Frequently Asked Questions about the dashboard:

  • Q: Who should I contact if I don't see an authorization on my dashboard that I think should be there?
    • A: Contact your DHS office
  • Q: When will alerts appear on my dashboard?
    • A: Once you log in to the system your alerts will appear. The dashboard updates every time you access it.
  • Q: How do I see the detail for each of the items under the current authorization area?
    • A: By clicking the arrow next to the name of the service on the dashboard screen.
  • Q: What does it mean if an authorization on my dashboard says expired?
    • A: The authorization's end date has passed.

Visits

The third area of the Customer Portal is the Visits section. This is where you will learn how to review, edit, add, ignore, and approve visits.

Working with Visits

Each time an provider Checks In and Out for his or her shift, this is referred to as a "Visit". Provider Visits are captured here in the Customer Portal for you to review and eventually approve or ignore (in other words, deny). Visits can be viewed from the dashboard, and also here, through the visits tab on the left side of your screen. As briefly mentioned in the dashboard section, these red boxes here at the top of your screen are visit "alerts" showing you have visits that need attention and or approval. Directly beneath the red alert boxes, we have "Unknown Calls.".

Remember, it is very important that you handle all of your unknown calls on the dashboard, before dealing with any alerts.

Visits that need attention

Alerts - let's talk about this red box here, visits that need attention. Visits that need attention are visits that are considered an incomplete visit because they are missing either a check in or check out that same day.

For example, if your provider either forgot or had problems with checking in or checking out, their visit is considered incomplete. Let's take a peek at an incomplete visit by right clicking with our mouse over visits that need attention.

By clicking on the Visit Need Attention box, we have been directed to the Visits tab. Within the visits tab you are given the options to choose a client, choose an employee, and choose a payor. The payor should automatically show Illinois DHS. For training purposes, we will select Edward Jones as our client. For the employee, we have the option of choosing only one of Edward's employees, or all of them. Let's choose all of them by clicking here on "All employees".

Displayed under the visits section will be the date the visit occurred, the service that was provided, the employee name, the status of the visit, the in and out time, and the hours for each visit, along with the two action options that you have.

To the far right we also have "Filter" options. Filter options are used when you need to narrow down your search. For example, we first selected the red "Visits need attention" box so our filter has automatically selected "Incomplete" right here under "Unapproved Visit". If you wanted to see dates that were in a different time frame, then you are able to change the date range here. We'll talk more about the different filter options as we move along. Now, let's learn how to edit visits.

Editing Visits

First go back to visits that need attention. In this example employee John Doe does not have a check in time or check out time on August 22, 2013. You know for certain that John Doe worked from 8:00 AM to 5:00 PM on August 22, 2013. You will need to "edit" this visit by right clicking here on the square icon with a pencil in it under Actions.

Now we're at the Edit Visit screen where you are able to adjust the information for this specific visit. You can also change the client, employee, or service in this screen.

For our example, we are only going to adjust the check in and check out times by either hand typing the time in or by clicking on the clock icon and selecting the correct time. If there are any notes that you want to add to this visit, you can place them here under "Visit Notes." You must provide a reason if you are editing a visit. This is done by clicking on this upside down triangle under "Reason" and choosing the reason that makes sense. As for "Change Reasons" you can add more information here that shows the reason for your change.

Note: There are some "Reasons" that will require you put a note in the "Change Reasons" section.

To complete the edit, select Update. If you want to cancel the edits you just made, select Cancel.

Once updated, our visit is now "ready for approval" and will no longer appear under visits that need attention.

Ignoring a Visit

In some cases it may be necessary to "Ignore" a visit. This can happen when a visit was entered by accident, or if a mistake was made by your provider during the call process.

To ignore a visit, all you will need to do is click on this "x" icon Under Actions. Click on OK to confirm. If you would like to Cancel, click the cancel button here. This visit has now been removed from our view.

Reversing an Ignored Visit

If you ignored visit by accident you can always change it back. In the Filter options click on "Show Ignored Visits", then click on "Apply Filter". Here is our visit with a blue "Ignored" status. To undo this ignored visit, click on this undo icon under Actions, then click on either OK to confirm, or Cancel to cancel.

Adding a visit

You may have to add a visit if there was no call placed by the provider. Remember, visits should only be entered after they have occurred. To add a visit, click on the green "Add Visit" button. Now we're at the Add Visit screen. You can enter the following information:

  • Date of Visit (enter date)
  • Client (choose client)
  • Employee (choose employee)
  • Service (select service)
  • ADJ Time In (select time)
  • ADJ Time Out (select time)

Note: You will not be able to change the EVV In or EVV Out boxes.

If there are any notes that you would like to add to this visit, you can place them here under "Visit Notes". Under "Reason" you can select the reason for the new visit by clicking on this upside down triangle for a drop down box. As for "Change Reasons" you can place additional information here that shows the reason you are adding the visit.

Remember, some "Reasons" require that you add a note in the "Change Reason" area. To complete the adding of a visit, select Save. To cancel, select Cancel.

Our new visit is now "ready for approval"!

Either add, edit or ignore each entry until all "visits that need attention" are removed from this section.

Visits that need approval

Now, we're going to explore the visits that have the "need approval" alert that shows on the dashboard.

By clicking on the Dashboard tab to the left of your screen, the system will take us back to the dashboard. Let's click on this red box here, visits that need approval. Visits that need approval are visits that are complete and now need your approval.

Notice that when we clicked on the "Visits need Approval" box we were directed to the Visits tab and our Filter has been preset to only show visits that are "Ready for Approval".

Approving a Visit

Everything we have done so far has been leading up to visits approving the visits that are ready to approve. Remember, we are in the Visits tab, we have Edward Jones selected as our client, and "All Employees" is still selected from the drop down for our employee.

You will need to select each individual employee from the drop down box in order to approve their time.

First we'll select John Doe. Under our Filter options, you can see "Ready for Approval" is already selected. If you want to change the date range, you will change it here. Then click on "Apply Filter". John's hours that are ready for approval will now appear.

If all visits appear to be correct, click on this white box to select all visits at once. Or, you can individually click on the white box next to each visit. Either way, John's total number of hours will appear here, and the total number of hours that have been selected to be approved will be displayed here.

Now we're ready to approve by simply clicking on this green "Approve" button. All items with a green check mark next to them will be approved. Double check to make sure the total amount of hours to approve is correct and Click on either OK to approve, or Cancel to cancel. Visits are now approved, and notice they have been removed from this screen. An approval message has been received, and John's visits are on their way to payroll, ready to be paid according to the payroll schedule! It's that simple.

If you want to see John's approved hours, just change your Filter options by clicking on "Approved Visit", select your date range, then click on "Apply Filter". If John's hours have already been paid, "Paid" will appear under the status section of each visit. If John's visits have not been paid, "Approved" will appear under the status section.

Cancelling an Approved Visit

In some cases, an approved visit may need to be canceled. To cancel an approved visit, click on this undo icon under Actions. It looks like a little back arrow.

If the visit status shows Approved: that means John's visit has not been given to payroll. His visit will return to a status of 'Ready for Approval" once you click on OK.

If the visit status shows Paid: A popup will appear. Click OK. Since the visit had been given to payroll, the visit will now be resent to payroll as an unapproved visit. Be careful as this will change your employee's next paycheck. The visit will then return to a status of 'Ready for Approval".

Frequently Asked Questions

Let's go over some Frequently Asked Questions about the visits page:

  • Q: When do I need to approve my visit in order for my provider to get paid?
    • A: Visits should be approved upon receipt of the Timesheet.
  • Q: What do I put in the Payor box on the visit page?
    • A:  There is currently one option - Illinois DHS. This box will default to this option.
  • Q: Can I ignore a visit?
    • A: Yes you can ignore a visit by pushing the ignore button.

Reports

The last portion of the Customer portal is reports. There are several reports that are available to you to help you understand and manage your provider.

Navigating to Reporting Tab

To find your reports, go to the dashboard and simply click here on the Reporting tab on the left.

Initial Filter Options

On the screen, you will see the "Type" of report and the "Name" of the report.

Let's go over the "Type" of reports first. All reports have been put into two categories.

By clicking on the upside down triangle here, a list will appear. You have the option of selecting what type of report want. Here we have Daily, or Date Range Report.

For training purposes, we are going to select the Date Range Report type.

Now select the name of the actual report. By clicking on this upside down triangle here, another list appears. As you can see, there are many reports to choose from. We're going to choose the Weekly Call Summary report.

Other Filters - Date/Time and Parameters

After choosing the type and name, more filter options will appear on your screen to help narrow down your search. Date/Time and Select Parameters is what you will see the majority of the time after you have selected Type and Name of the report.

Let's go over this Date and Time section here - Not only does this section allow you to choose a "From" and "To" date, it also provides you with an option to select a certain time frame!

By clicking inside of the "From" box or by clicking on the calendar icon next to it, a calendar box will appear. Or, you can simply just click on the "From" box once more, and just type in your "From" date. The "From" date is the start date for your report.

In this case you will also need to enter in a time for the system to search by. We are going to select an actual time by either typing in our time, or by selecting this clock icon and choosing the time.

Now we need the "To" which is the end date and time.

Alright, let's move on to the "Select Parameters" section. A parameter is a fancy way of setting "limits" for your reports. Think of it as another filter option. This will help in narrowing down or focusing your search.

Not all boxes need to be filled in to run your report. It is always a good idea to check your drop down list to remind yourself of items you can filter by. You can always access your drop down lists by clicking on the upside down triangle next to each section. You may find that some options are helpful in your search. If you don't know what to put here, just leave them blank.

Now that we have our Date/Time and Parameters filled in, we are now ready to run our report by (you guessed it) clicking on the green "Run Report" button in the lower right hand corner.

Your report will pop up in a separate web page for you to view. You can skip to the different pages of the report, zoom in and zoom out, search, and print your report. If you want to download a copy of the report to your computer, just use the export option.

Now let's take a look at one sample report that we think you will find VERY helpful.

Weekly Call Summary Report

The Weekly Call Summary report shows actual check in and check out times, by Individual Provider for a seven day period you select. It also adds up total hours across providers.

Frequently Asked Questions

Let's go over some Frequently Asked Questions about the reports:

  • Q: Do I have the same filter options for every report?
    • A: No, the filter options change based on the report you select.
  • Q: Can I save a report to my computer?
    • A: Yes, you can save a report to your computer. You can also print a report or download it to Excel.
  • Q: Can another customer run a report on my information?
    • A: No. All information in the system is secure and HIPAA compliant. No other customer is able to see your information.
  • Q: How far back can I run reports?
    • A: Information for reports begin when you start using the EVV system. You can go back to the beginning but you can only run one year's worth of information at a time.

Customer Care

We know we've covered a lot of information. Although you may be excited about this new system, you may also feel a little overwhelmed. The best way to become familiar with all the system has to offer is to use the system. You will become a pro in no time. If you need additional assistance with the customer portal, contact the DHS EVV Help Line.

Now you Know

  • EVV stands for Electronic Visit Verification
  • You and your provider will start using EVV as of January 1, 2014
  • EVV has two main parts - making calls (Santrax) and certifying time (Customer Portal or signing a paper timesheet)
  • Your provider must call in and call out every visit using Santrax
  • You must approve the visit by using the Customer Portal
  • If you need help, the DHS EVV Help Line is there to help you with any questions you may have…. Help is a phone call away.

In Closing

Thank you for completing the Customer Training on Electronic Visit Verification. Have a great day!