Please note the following information is not Payer specific.
Q: What to do when receive Client not Found on Visit Record?
Error Message: “Client Not Found”
A: Client must be successfully loaded before associated visits can be sent.
- Provider confirm the client is in the Aggregator Active Clients report.
- If no, confirm the vendor did not receive an error when client file sent. If error was received, send corrected file.
- Check the EVV vendor specification/addendum for the format and ensure the correct value is in the correct field.
- Work with the vendor to send the accurate client record and received a successful response.
- Work with the vendor, to confirm the visit includes the accurate client unique identifier & matches client record.
- Resend the corrected visit record.
Q: What to do when receive Worker Not Found on Visit Record?
Error Message: “Worker Not Found”.
A: Employee must be successfully loaded before associated visits can be sent.
- Provider confirm the client is in the Aggregator Active Employees report.
- If no, confirm the vendor did not receive an error when employee file sent. If error was received, send corrected file.
- Check the EVV vendor specification/addendum for the format and ensure the correct value is in the correct field.
- Work with the vendor to send the accurate employee record and received a successful response.
- Work with the vendor, to confirm the visit includes the accurate employee unique identifier & matches employee record.
- Resend the corrected visit record.
Q: What to do when receive Service ID error on Visit Record?
Error Message: “Error during retrieving service service_id entered”.
A: Check the EVV vendor specification/addendum Services appendix, for the valid service fields combinations and order.
The service combination includes the PayerID / PayerProgram / ProcedureCode / Modifier(s) if applies.
- All services and modifiers are case sensitive and must use capital letters.
- Confirm data includes correct values.
- Send corrected file.
Q: When do I need to include the VisitChanges segment?
A: The VisitChanges segment is required when:
- Updating an existing visit
- Including a Manual CallType
- Including Adjusted date/time fields
Q: When do I use Adjusted Time fields vs Calls Segment?
A: The Calls segment is expected on the first visit instance, to capture the electronically captured/manually entered Call In and Call Out, with the appropriate CallType.
- When a date/time has been changed, it must be changed in the appropriate Adjusted time field.
- The Call In and Call Out cannot be changed in the Calls segment.
- When the Adjusted time field is sent, the corresponding Calls segment can be omitted.
- The year cannot be changed.
- The Adjusted time supersedes the Call time and is considered a manual call.
- A visit must have an In and Out date/time to avoid a call exception.
- AdjInDateTime cannot be greater than the Call Out and AdjOutDateTime cannot be less than the Call In.
- Please utilize the below grid.
Q: What to do when receive Version Number error?
Error message: “Version number is duplicated or older than current”.
A: The Version Number is derived from the SequenceID. The SequenceID must be a higher value than previously submitted.
- It is recommended to use the datetime, with seconds, as the SequenceID. This ensures it is a higher value than previous record. (i.e. YYYYMMDDHHMMSS)
- Resend corrected file.
Q: What to do when receive a Visit Row Exists error on a Visit Record?
Error Message: “A visit row exists in stx.visits table (by account/visit_id) and no changes are specified in current import of account/visit_id”.
A: Resend the visit update with the VisitChanges segment.
Q: What to do when receive Visit Date is Empty error on Visit Record?
Error Message: “Visit_date field is empty, it is a required field”.
A: Resend the visit with a completed Calls segment, with Call In date/time. This establishes the Visit Date.
Q: What to do when receive Row not Found error on Visit Record?
Error Message: “Row in inbox.visits not found”.
A: If attempting to cancel a visit, which was not previously sent, the visit is not required.
- Send as "VisitCancelledIndicator": "false".
Q: How do I cancel a visit?
A: If the visit is scheduled for the future, sent VisitCancelledIndicator as true.
- If the visit was previously sent with Calls and/or Adjusted times, and it has been determined the visit will not be used for claims validation, send a visit update with BillVisit as false. This sets the visit to Omit status.
Q: What to do when receive Visit Past Due error?
Error Message: "The visit is past due, cannot be deleted".
A: When attempting to cancel an existing visit, send VisitCancelledIndicator and BillVisit as false. This sets the visit to Omit status.
- VisitCancelledIndicator as true only applies to cancelling a visit with a future schedule and no In date/time exists.
Q: What to do when receive Schedule Past Due error?
Error message: “The schedule past due”.
A: Cannot update schedules in the past.
- If the visit exists with Call and/or Adjusted date/time, the schedule cannot be changed.
Q: What to do when receive Hours Exceed Maximum error?
Error message: “Pay/Bill Hours exceed maximum hours allowed”.
A: Visit In and Out times cannot exceed 24 hours.
- Confirm not attempting to change a date/time in the Calls segment.
- Time can only be changed using Adjusted fields.
- Confirm the time between Calls and Adjusted In and Out do not exceed 24 hours.
- Send corrected visit.
Q: What to do when receive Schedule Hours Exceed error?
Error message: “Schedule hours cannot exceed 24 hours”.
A: Schedule Start and End cannot exceed 24 hours.
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