In Care+ a visit should be marked as "Missed" with a specified reason, when it cannot be fulfilled or is cancelled. The details for these visits & schedules can be reviewed in the Missed Visit Report and provide context to missed revenue as well as trends in cancellations.
When a visit is marked as "Missed" it will not be automatically displayed in client & caregiver calendars nor shown in their timesheets. Thus you are unable to approve the visit and complete Billing and/or Payroll.
Please refer to the 2 following scenarios for Medicaid payers and the best practices to address them when billing and/or payroll needs to be completed on visits that did not occur. The 2 scenarios include:
1. A visit is missed, no pay to caregiver and no claim to Medicaid.
2. A visit is missed, need to pay caregiver but not claim to Medicaid.
Scenario 1. A visit is missed, no pay to caregiver and no claim to Medicaid.
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- Mark the visit as "Missed" and also keep record of the reason why the visit was cancelled/missed on the Client's profile under Journals tab.
- Upon submitting the EVV file, go into the aggregator's portal to mark the visit at "Missed/Cancelled" manually.
- Mark the visit as "Missed" and also keep record of the reason why the visit was cancelled/missed on the Client's profile under Journals tab.
Scenario 2. A visit is missed, need to pay caregiver but not claim to Medicaid.
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Mark the visit as "Missed" and also keep record of the reason why the visit was cancelled/missed on the Client and Caregiver's profile under Journals tab.
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There is an option to add the Journal Entry entered on the Client profile to the Caregiver profile. Note: By default this option will list the Caregivers that have been scheduled with the client, to view the entire selection of Caregivers choose the Status to "Active" or "All".
- There is also the reverse option to add the Journal Entry entered on the Caregiver profile profile to the Client profile. Note: By default this option will list the Clients that have been scheduled with the client, to view the entire selection of Clients choose the Status to "Active" or "All".
- There is also the reverse option to add the Journal Entry entered on the Caregiver profile profile to the Client profile. Note: By default this option will list the Clients that have been scheduled with the client, to view the entire selection of Clients choose the Status to "Active" or "All".
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There is an option to add the Journal Entry entered on the Client profile to the Caregiver profile. Note: By default this option will list the Caregivers that have been scheduled with the client, to view the entire selection of Caregivers choose the Status to "Active" or "All".
- Upon submitting the EVV file, go into the aggregator's portal to mark the visit at "Missed/Cancelled" manually.
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Mark the visit as "Missed" and also keep record of the reason why the visit was cancelled/missed on the Client and Caregiver's profile under Journals tab.
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To address the pay for the caregiver in Care+, navigate to the Accounting > Payable Caregivers screen, click on the respective caregiver's name to show the details of the approved timesheet of the specified pay period.
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Select "Add Additional Item" and add the Date, Category (ex. Cancelled Visit Pay), and Amount as well as any details for the missed hours to show as a line item on the caregiver's payroll. This will not impact the hours or add OT on the caregiver's schedule either.
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