Visit Maintenance Exceptions

The Visit Maintenance module is where all information related to visits is located. Sandata EVV defines a visit as, at a minimum, a scheduled visit or single call. The maximum length of a visit in the Sandata system is 25 hours. (24 hours with an extra hour to account for early or late calls). This is where you will review detailed information for all visits as well as update visits and correct any exceptions. 

Managing Exceptions

When you see the list of visits, you will check to see that the visits have all the required pieces of information. These five things are required to verify a visit: Client, Employee, Location, Call In and Call Out times, and Date. Sometimes Services and Tasks are also required. When one of these things is missing, you will have Exceptions. The missing and incorrect information are flagged by a red, orange, or grey dot on the Visit screen.

To prepare visits for billing claims, you will need the visit status to be listed as “Verified.”

What do the dots mean?

Red Dots: These are visits with missing or incorrect info that you must enter.

Examples: Missed call in or call out times, missing/unauthorized service, unknown client, and unknown employee.

Grey/Yellow Dots: These are visits with missing or incorrect info but for these dots you only need to acknowledge the exceptions.

Examples: Missing/incorrect location, skipped Visit Verification, missing Client Signature.

Your goal is to get the visits to a verified state. This requires a fix or acknowledgement for every exception. When correcting an exception, the system will ask you to enter a Reason Code and a Resolution Code before saving the change to the visit.

Here are the most common visit exceptions you will see. Check your Visit Maintenance screen daily to look for those red dots and fix the exceptions.

Common Exceptions	Solution
Visits Without In-Calls or Out-Calls	A call in, call out, or both are missing. Manually create a call using the Call Log tab.
Missing Service	A service was not entered during the visit. Update the service in the General Tab.
Missing Tasks	The required tasks were not entered during the visit. Update the tasks in the General Tab.
Client Signature Verification	A written signature for the visit was not provided by the client. This exception only applies to visits performed using Sandata Mobile Connect. Acknowledge this exception in the Exceptions screen.
Unknown Client	The client for the visit could not be matched to a known client in the system. Update the client for the visit in the General tab.

Exception	Description	Resolution
Actual Hours more than Scheduled Hours	The calculated amount of time between the visit's call in and call out is more than the scheduled duration of the visit.	Update the Adjusted In and Adjusted Out fields on the Visit Details screen fields to match the scheduled times.
Billing Hours less than Scheduled Hours	The total amount of time billed for the visit is less than the amount of time scheduled for the visit.	Update the bill hours to match the scheduled hours.
Client Eligibility	The service entered for the visit was not included in the client's authorization.	Update the service for the visit.
Client Signature Exception	A written signature for the visit was not provided by the client. This exception only applies to visits performed using Sandata Mobile Connect.	Acknowledge this exception.
Client Speaker Verification Bypassed	The client did not verify the visit information.	Acknowledge this exception.
Client Speaker Verification Exception	The client did not provide a voice signature for the visit.	Acknowledge this exception.
Early Out Call	The call out was received before the visit's scheduled end time.	Update the Adjusted Out time to match the schedule's end time.
Employee Replacement	The employee who performed the visit is different from the employee who was originally scheduled to perform the visit.	Acknowledge this exception.
Employee Speaker Verification Exception	The employee’s voice did not match the voice on record	Acknowledge this exception.
Extraneous Calls	Additional calls were received between the call in and the call out.	This exception is resolved by being acknowledged or by merging the extraneous calls using the Merge Calls tab of the Visit Details screen. If your EVV system does not have the Merge Calls tab, you cannot merge calls.
GPS Distance Exception	The GPS coordinates for the call in or call out of the visit are too far from the client's address, based on a configurable limit.	Acknowledge this exception.
Late In-Call	The call in was received after the scheduled start time of the visit.	Update the Adjusted In field on the Visit Details screen.
Location Required	A location was not entered for the visit.	Update the Location field on the visit details screen.
Missing Critical Tasks	Required critical tasks were not entered for the visit.	Add missing tasks.
Missing Service	A service was not entered during the visit.	Update the service for the visit.
Missing Tasks	Required tasks were not entered for the visit.	Update the tasks on the Visit Details screen.
No Show Exception	An employee did not call in for a scheduled visit.	Acknowledge this exception.
Pay Hours greater than Maximum Allowed Hours	The total amount of time to be paid for the visit is more than the maximum payable time allowed by the authorization.	Update the Pay Hours fields on the Visit Details Screen.
Payroll Hours less than Scheduled Hours	The payroll hours are less than the visit's scheduled hours.	Update the Payroll Hours field on the Visit Details screen.
Service Verification Exception	The client did not confirm the selected service.	Acknowledge this exception.
Task Mileage Exception	The mileage entered for the visit does not match the mileage that was calculated.	Acknowledge this exception.
Time Entered in Tasks Exceeds Payroll Hours	The total entered time for tasks is greater than the payroll hours for the visit.	Acknowledge this exception.
Time Entered in Tasks less than Scheduled Hours	The total entered time for tasks is less than the scheduled hours for the visit.	Acknowledge this exception.
Unauthorized Service	The employee selected a service for the visit that does not match a service the client is authorized to receive.	Update the service on the Visit Details screen.
Unknown Clients	The client for the visit could not be matched to a known client in the system.	Update the client on the Visit Details screen.
Unknown Employees	The Santrax ID entered on the phone during a TVV visit does not match to a known employee in the system.	Update the employee on the Visit Details screen.
Unmatched Billing and Payroll Hours	The total number of hours billed for the visit does not match the visit’s total number of payroll hours.	Update the Bill hours field on the Visit Details screen.
Unmatched Billing and Scheduled Hours	The total amount of time billed does not match the total amount of time scheduled for the visit.	Update Bill Hours field.
Unmatched Client ID/Phone	The Client ID was entered on a TVV call placed from a number not associated with that client.	Acknowledge this exception.
Unmatched Payroll and Scheduled Hours	The total amount of time paid for the visit does not match the total amount of time scheduled for the visit.	Acknowledge this exception.
Unscheduled Visits	The call-in or call-out that was received for the visit does not match to the schedule.	Acknowledge this exception.
Visit Verification Exception	The client did not verify the visit information	Acknowledge this exception.
Visits without Any Calls	No calls were made for a scheduled visit.	Create a call using the Call Log tab of the Visit Details screen.
Visits without In-Calls	A call in was not received for the visit.	Manually create a call using the Call Log tab of the Visit Details screen.
Visits without Out-Calls	A call out was not received for the visit.	Manually create a call using the Call Log tab of the Visit Details screen.