HHAeXchange: Using Interactive Voice Response (IVR)

OBJECTIVE: This article provides instructions on how to clock-in and clock-out of a visit using Interactive Voice Response (IVR) for HHAeXchange.

NOTE: The below number provides IVR in English. See below for other language options:

Table of Contents:

• Clock-in using IVR
• Clock-out using IVR
• Mutual Cases
  • Clock-in using IVR for mutual cases
  • Clock-out using IVR for mutual cases

Clock-in using IVR

1. Use the Client's home phone to dial the language specific IVR number. NOTE:  If a client is missing the home phone 1 in HHAX then that means the caregiver may NOT use IVR to clock in and out.

2. When prompted, press 1 for Call-In.

3. Enter the Assignment ID (aka Time & Attendance PIN).

NOTE: Contact your local branch for your Assignment ID.

4. Once you finish the call-in, you will hear the following confirmation message: Call Registered. Goodbye.

5. Hang up the Client's home phone and complete the visit.

Clock-out using IVR

1. Use the Client's home phone to dial the language specific IVR number.

2. When prompted, press 2 for Call-Out.

3. Enter the Assignment ID (aka Time & Attendance PIN).

NOTE: Contact your local branch for your Assignment ID.

4. Assigned duties will be read one at a time by the voice prompt. Respond by pressing the following option for each duty, as applicable:

• Completed - Press 1
• Not completed - Press 0
• Patient refused - Press *

NOTE: Duties will not be heard if you do not call from the Client's phone. The system will ask you to enter the duty code(s) one at a time while pressing # in between each duty.

5. Press 000 once all duties have been entered. You will hear the following confirmation message: Call Registered. Goodbye.

Mutual Cases

When providing services for two members at once, clock-in and clock-out using the following instructions. You will only clock-in and clock-out once for the visit.

Clock-in using IVR for mutual cases

Complete the same call-in procedure for mutual cases as you do for single cases: Clock-in using IVR.

Clock-out using IVR for mutual cases

1. Use the Client's home phone to dial the language specific IVR number.

2. Assigned duties will be read one at a time by the voice prompt. Enter the PRIMARY CLIENT'S duties first. Respond by pressing the following option for each duty, as applicable:

• Completed - Press 1
• Not completed - Press 0
• Patient refused - Press *

NOTE: Contact your branch manager if you do not know which Client is the PRIMARY CLIENT. Entering the wrong member first will result in an incorrect and incomplete EVV.

3. Press 000 once the PRIMARY CLIENT'S duties have been entered.

4. Enter the SECONDARY CLIENT'S duties next. Respond by pressing the following option for each duty, as applicable:

• Completed - Press 1
• Not completed - Press 0
• Patient refused - Press *

5. Press 000. The system will complete the EVV and clock you out of the visit. The following confirmation message will be spoken if the EVV was placed successfully: Your call has been successfully registered.

Source: West Monroe; HHAeXchange Enterprise Help Portal