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NOTE: This FAQ is an evolving document that we will continue to post questions received from customers that we have been able to provide answers for. We are working closely with Tellus to ensure all EVV questions will be answered as soon as possible.
Why am I not able to see the Clock In Button?
ANSWER You can only see the clock in button at or after the scheduled time of the visit. You will not be able to Clock In before the Scheduled Start Time of the Visit. Additionally, you will not be able to clock in/ out of appointments for previous day(s).
Do I need to Clock In/ Out for Travel Non-Billable Appointments?
ANSWER Currently, you will be required to Clock In/Out for Travel or Non-Billable Appointments if they contain an EVV Service. However, this will functionality will be updated soon and you can add manual verification instead of Clocking In/Out such appointments.
What if I am rendering services at a public park or school?
ANSWER You can select the Place of Service as 03-School or 99-Other Place of Service and enter the Scheduled Address within the Location Address field in the Appointment. The actual location will be captured by your device during the clock in/ out process.
Do I hold all billing for a client who only has a “pending auth” in the system until the Prior Authorization is available.
ANSWER You can continue scheduling visits and rendering services even though Authorizations are not available in Tellus. However, please ensure you only push visits to Tellus after the Authorizations are available to prevent any Rejections.
What if staff is in a bad service area with no WIFI ?
ANSWER The Rethink app has offline capabilities and will capture the times. For location, this is captured by GPS technology so if the device in use has GPS technology, we should be able to capture. It does not require cellular or Wi-Fi connectivity.
The Rethink development team recommends completing a test using google maps, to confirm if GPS technology is equipped on a device.
One way to test is using google maps on your device. If google maps can get the location, we likely can too.
iOS: https://support.apple.com/en-us/HT207092
Android: https://www.businessinsider.com/how-to-turn-off-location-on-android
What if I have a Non-Billable Supervision appointment in between a Billable Appointment?
ANSWER Depending on how you handle these appointments in Rethink will determine how these appointments will be billed through Tellus, see two options below:
Adding nonbillable appointments during overlapping times (this would mean that essentially multiple different appointments would be sent to Tellus – this is OK per Tellus)
Send appointments as-is with overlapping times (all appointments in Rethink are billable). What will happen in this instance is, when sent to Tellus, the Tellus system will actually reject them for overlapping times. When that happens, you will then be able to go into Tellus directly to adjust the RBT down by whatever time is overlapping and also a reason code to indicate overlapping times.
What if the service location changes mid-appointment, such as clocked in at client’s home but clocked-out at a park?
ANSWER Location will be captured at clock-in and clock-out of appointment. If appointment was clocked in at home, the home address will be reported to Tellus. Similarly, the park address will be captured at Clock Out and reported to Tellus.
When staff verifies an EVV appointment, does the parent signature have to be captured the same time?
ANSWER Parent’s signature and corresponding timestamp is not reported to or required by Tellus or Medicaid. Therefore, Parent Signature can be captured at the same time or at a later date.
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