Mobile App Process Guide for Caregivers

Mobile App Process Guide

for Caregivers

Caregiver Setup and Use

The Provider Portal

Document Revision History (Last 2 Years)

Date Description of Revision

04/15/2021

Added: Mobile App Nevvon Integration

Update: Mobile App Accessibility Updates

05/14/2021 Update: GPS EVV Method to Reduce OOR Exceptions

08/03/2021

Accessibility standards applied

Remove: Care Pathways

08/11/2021 Update: Mobile App Password Reset (Self-directed)

9/30/2021 Added Patient Address Pin on GPS Map Confirmation.

10/20/2021 Replaced screen shots to show accessibility

11/1/2021 Added two new language options and Archiving messages

11/22/2021 Updated Accessibility statement.

12/22/2021

Added Mobile Biometric Two-Factor Authentication, Community Visit, Log-In Page

Language Selector.

1/31/2022

Added Privacy & Confidentiality Acknowledgement, Scheduled/Unscheduled Visit

Option, Community Visit allowed at Clock In or Clock Out.

3/9/2022

Added Unscheduled Community Visit, Offline Unscheduled Visit, and Service Code

for Unscheduled Visit.

4/4/2022 Added three new language options.

5/2/2022 Added 15-Minute Timeout information.

7/11/2022 Added Mobile Biometric Login and POC Tasks Displayed for Unscheduled Visits.

8/1/2022 Added Log Duties Throughout the Shift.

2/13/2023 Updated: Mobile App Integration Services (formerly Nevvon Integration)

The Provider Portal

Table of Contents

Overview ................................................................................................................................................... 1

Accessibility ........................................................................................................................................... 1

HHAX System Key Terms and Definitions ............................................................................................. 1

Caregiver Mobile App ............................................................................................................................... 2

Downloading the App ........................................................................................................................... 2

Signing Up and Registering ................................................................................................................... 4

Sign Up .............................................................................................................................................. 4

Register ............................................................................................................................................. 5

Mobile Biometric Login ......................................................................................................................... 7

Mobile Biometric Two-Factor Authentication ...................................................................................... 8

Facial Recognition ............................................................................................................................. 8

Fingerprint Recognition .................................................................................................................. 10

Biometric Authentication Not Configured/Supported ................................................................... 11

Privacy & Confidentiality Acknowledgment ....................................................................................... 12

Using the Mobile App ............................................................................................................................. 13

The Main Screen ................................................................................................................................. 13

Top Panel ........................................................................................................................................ 13

Today’s Schedule ................................................................................................................................ 14

Unscheduled Visits .............................................................................................................................. 14

Visits ................................................................................................................................................ 19

Patients ........................................................................................................................................... 19

Messages ......................................................................................................................................... 21

Open Shifts ...................................................................................................................................... 23

My Availability ................................................................................................................................. 26

Clock In and Out .............................................................................................................................. 27

Visit Notes ....................................................................................................................................... 31

The Provider Portal

Directions Map ................................................................................................................................ 32

Community Visit .............................................................................................................................. 33

Consecutive Shifts ........................................................................................................................... 34

Log Duties Throughout the Shift ..................................................................................................... 34

Additional Features ............................................................................................................................. 35

Settings and User Agreement ......................................................................................................... 35

User Guide ...................................................................................................................................... 36

Patient Search ................................................................................................................................. 37

Language Options ........................................................................................................................... 38

Log-In Page Language Selector ....................................................................................................... 41

Timeout ........................................................................................................................................... 41

Patient Phone Number Descriptions ...................................................................................................... 42

Mobile App Offline Mode ....................................................................................................................... 43

Cautions .............................................................................................................................................. 45

Offline Authentication ........................................................................................................................ 45

Mobile App Password Reset ................................................................................................................... 46

Forgot Password? ................................................................................................................................ 46

Account Locked ................................................................................................................................... 47

Mobile App Caregiver Time Edit Corrections .......................................................................................... 48

Automatic Time Setting Option .............................................................................................................. 49

Mobile App Caregiver Compliance Alerts ............................................................................................... 50

Mobile App Compliance Page ............................................................................................................. 50

Caregiver Awake/Alert Confirmation ...................................................................................................... 52

GPS EVV Method to Reduce OOR Exceptions ..................................................................................... 52

Patient Address PIN on GPS Map Confirmation ..................................................................................... 55

Mobile App Integration ........................................................................................................................... 57

The Provider Portal

Mobile App Process Guide for Caregivers Page | 1 Caregiver Setup and Use

Overview Proprietary & Confidential

Overview

The HHAX Caregiver Mobile App is a tool used to place Electronic Visit Verifications (EVVs), review

Patient and Visit information, manage Availability, and express interest in open shifts. The Caregiver

Mobile App is available for both iPhone and Android users. This process guide covers the Caregiver

Mobile App functionality and setup on the Caregiver’s device.

Please direct any questions regarding the content of this document to HHAeXchange Client Support.

Refer to the Help section in the Caregiver Mobile App for immediate questions or click the link to

contact support for further assistance.

DISCLAIMER

Some Caregiver Mobile App features are activated by HHAX System Administration. Please contact

HHAX Client Support for details, setup, and guidance.

Accessibility

The HHAX Mobile App adheres to W3C's Web Content Accessibility Guidelines (WCAG) enabling

physically challenged users to use the Mobile App. The Mobile App screens include color contrasts,

button color changes, and icons or markings to achieve this.

HHAX System Key Terms and Definitions

The following provides basic definition of HHAX System key terms applicable throughout the document.

Term Definition

Patient

Refers to the Member, Consumer, or Recipient. The Patient is the person receiving

services.

Caregiver

Refers to the Aide, Homecare Aide, Homecare Worker, or Worker. The Caregiver is the

person providing services.

Provider

Refers to the Agency or organization coordinating services.

Payer

Refers to the Managed Care Organization (MCO), Contract, or HHS. The Payer is the

organization placing Patients with Providers.

HHAX

Acronym for HHAeXchange

The Provider Portal

Mobile App Process Guide for Caregivers Page | 2 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Caregiver Mobile App

Downloading the App

The HHAeXchange Caregiver Mobile App is available for download through the App Store or Google Play

for either iPhone or Android devices. To locate and download the App, enter the keyword HHA

Exchange in the search bar of the App Store or Google Play (as shown).

Caregivers are responsible for downloading and installing the application on their personal mobile

device. After registering, Caregivers must provide credentials and ID numbers to the Agency for further

setup and linking to the HHAX platform.

HHAeXchange Mobile App

When the Caregiver Mobile App is first installed, the user is prompted to select a preferred language.

The language selected for the signup process is also the language in which guidance and emails are

presented.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 3 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Select Language (Spanish)

Creating Credentials (Spanish)

Registration (Spanish)

The Provider Portal

Mobile App Process Guide for Caregivers Page | 4 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Signing Up and Registering

Creating an account for the Caregiver Mobile App is a two-step process, as follows:

After the App has downloaded, press Sign Up on the bottom left of the main screen. The App prompts

for the following:

• An Email Address

• A Password (minimum of 8 letters, 1 capital, and 1 numeric value)

When credentials are completed and confirmed, select Sign Up to log in to the App.

Upon successfully creating an account, the system issues a verification email, as seen below.

Successful Sign Up Email

The Provider Portal

Mobile App Process Guide for Caregivers Page | 5 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Follow the steps outlined below to register on the HHAX Caregiver Mobile App.

Step Action

1 Log in to the App after receiving the verification email.

2 Review the Terms of User Agreement and tap Agree.

The Main Screen opens. Click the three-dot icon (at top right) as prompted by the message.

From the menu options, tap Update Profile.

Complete all the fields on the Create Profile page. Tap Create to create the Profile.

Note: Values must match the information on record with HHAX. The Mobile App does not link correctly if

any of these values do not match.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 6 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Step Action

Once all the information is correctly entered, a message appears containing the Mobile ID.

HHAX sends a second email after successful registration containing the Mobile ID and instructions on

how to log in and use the Caregiver Mobile App.

Successful Registration Email

The Provider Portal

Mobile App Process Guide for Caregivers Page | 7 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Mobile Biometric Login

A user can log in with Fingerprint Authentication or Facial Recognition (when the capability is available

on the mobile device). The Biometric Login option becomes available after logging in to the Agency using

the Email and Password and then logging out at least one time. When the Biometric Login option is

available, the fingerprint icon at the right of the Password field is displayed as enabled.

Biometric Login Available

Note: If the Agency requires Two Factor Authentication, then a Password must also be provided on the Login page

before tapping the fingerprint icon.

Enter the Email address and tap the fingerprint icon to access the device’s fingerprint authentication or

facial recognition biometric page. After providing a matching fingerprint or facial scan, the Caregiver

Mobile App opens.

Sample biometric page

The Provider Portal

Mobile App Process Guide for Caregivers Page | 8 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Note: If a password is changed via the Forgot Password? function, the Biometric Login option is reset. The user

must log in to the Agency using Email and Password and log out at least one time before the Biometric Login

option becomes available again.

Mobile Biometric Two-Factor Authentication

Mobile App Biometric Two-Factor Authentication (2FA) allows Agencies to add another layer of security

to the login process on the Mobile App. On the Mobile App, Caregivers are prompted to authenticate

their login via the biometric measures configured by the Agency. The Biometric options currently

supported are facial and fingerprint recognition (if available on the mobile device).

Facial Recognition

The following image illustrates the Biometric Authentication screen on the Mobil App when facial

recognition is required for authentication.

Facial Recognition Required

Once confirmed, the app alerts of a successful facial recognition and logs the user in.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 9 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Success: Face ID

If facial recognition is not successful, then the app prompts the user to retry, as seen in the image

below.

Face Not Recognized

The Provider Portal

Mobile App Process Guide for Caregivers Page | 10 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Fingerprint Recognition

The following images illustrate a sequence of screens (from top to bottom) when fingerprint recognition

is required for authentication. The initial screen prompts the user to press on the Use your Fingerprint

box to authenticate.

Fingerprint Recognition Required

The following screen prompts for the user to perform the Touch ID for HHAeXchange, using the

applicable device feature.

Use Touch ID to Authenticate

If the authentication cannot be verified, then the device prompts the user to retry the fingerprint

authentication.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 11 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Retry Authentication

Biometric Authentication Not Configured/Supported

If the device is either not configured or does not support fingerprint or facial recognition, then the

screen indicates steps to take, as seen in the image below. Tap on the Settings button to configure the

feature or tap on the Exit button and contact the Agency for further instructions.

Device Not Configured/Supported

The Provider Portal

Mobile App Process Guide for Caregivers Page | 12 Caregiver Setup and Use

Caregiver Mobile App Proprietary & Confidential

Privacy & Confidentiality Acknowledgment

DISCLAIMER

This setting is enabled and managed by HHAX System Administration.

Please contact HHAX Client Support for assistance.

Some mobile users may be required to acknowledge a Privacy and Confidentiality statement before

accessing the system. If a Privacy and Confidentiality Notice is displayed when logging in, tap Continue

to acknowledge it and access the system.

Sample of a Privacy & Confidentiality Notice

The Provider Portal

Mobile App Process Guide for Caregivers Page | 13 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Using the Mobile App

The Main Screen

Using the Mobile App, Caregivers keep track of their schedule, receive and respond to messages from

their Office/Agency, and Clock In and Out of a visit. The following sections provide descriptions and

guidance on the Main Screen options.

The Main Screen

Top Panel

Tap the icon on the top panel to switch between Agencies/Offices the Caregiver is connected to. The

Caregiver must provide every Agency/Office the Mobile ID for proper syncing/linking with the system.

Switch Offices

The Provider Portal

Mobile App Process Guide for Caregivers Page | 14 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Today’s Schedule

Today’s Schedule is used to review and Clock In and Out of scheduled visits for the present day.

Today’s Schedule

Unscheduled Visits

Unscheduled Visits allows Caregivers to submit EVV for unscheduled visits. Caregivers create an

unscheduled visit for any Patient to whom they have access by selecting the Patient Profile.

If asked to provide service for a Patient the Caregiver has never worked with before, the Caregiver

selects Patient not in the list to create a new visit. EVV for an Unscheduled Visit generated via the

Patient not in the list selection is automatically sent to Call Maintenance with the status Unscheduled –

Patient not Selected. EVV cannot be linked because EVV is meant to provide proof to the Agency/Office

that Caregivers were with the Patient.

Create Unscheduled Visits

Note: Placing EVV and logging POCs for Unscheduled Visits follows the same process as Scheduled Visits.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 15 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Warning for Inadvertent Unscheduled Visits

When attempting to create an Unscheduled Visit that matches a visit already on Today’s Schedule, the

Caregiver is given the option to resume an active visit for the Patient in Today’s Schedule or to continue

to create a new Unscheduled Visit.

• If the Caregiver taps RESUME, then Today’s Schedule is displayed to use an active visit for the

selected Patient.

• If the Caregiver taps CONTINUE, then Visit Detail is displayed to create a new Unscheduled Visit.

Scheduled Visit/Unscheduled Visit Option

Patient Signature Requirements for Unscheduled Visit

If any active contract for a Patient requires Patient Signature at Clock-In or Clock-Out (as configured),

the Patient Signature screens are presented on the Mobile App (to include Unscheduled Visits). If

applicable, the Skip button appears on the screen (if configured). The following images illustrate the

sequence of screens (from top to bottom).

Clock IN/OUT

The Provider Portal

Mobile App Process Guide for Caregivers Page | 16 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Patient Signature

Skip Reason (if Skipped)

Confirmation Times

Select Service Code for an Unscheduled Visit

When the Office has enabled the Enable Unscheduled Visit Service Code Selection option, if an

Unscheduled Visit is conducted and multiple Service Codes are available in the Member’s Active

Authorizations, the Caregiver is prompted to select the visit’s Service Code on Clock In.

From the Visit Detail screen, select the applicable Service Code.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 17 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Select a Service Code for an Unscheduled Visit

If only one Service Code is available in the Member’s Active Authorizations, then that Service Code is

automatically selected and displayed at Clock In.

Only One Service Code Available

At Clock Out, the Caregiver can change the visit’s Service Code if another Code is available.

Change Service Code at Clock Out

The Provider Portal

Mobile App Process Guide for Caregivers Page | 18 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Plan of Care Tasks Displayed for Unscheduled Visits

Plan of Care Tasks are displayed when an Unscheduled Visit is created for a Patient who has one active

Authorization with POC Tasks.

POC Tasks Displayed for Unscheduled Visit

If no Plan of Care Tasks exist for the Patient, or if more than one active Authorization with POC Tasks

exists for the Patient, the Plan of Care Tasks section indicates that no POC Tasks are associated with the

Unscheduled Visit.

No POC Tasks for Unscheduled Visit

The Provider Portal

Mobile App Process Guide for Caregivers Page | 19 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Visits

Select Visits to review all scheduled visits up to two weeks in advance.

Completed and Scheduled Visits

Patients

Select Patients to view a list of all Patients the Caregiver can access. Select a Patient to view Patient Info

and visits. If authorized, Caregivers can also access the Patient’s Clinical info and Medications.

Patient Details: Medications

The Provider Portal

Mobile App Process Guide for Caregivers Page | 20 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Patient Details: Info

Multiple Addresses appear on the Patient Info tab (as shown) if entered in the Patient Profile page.

Patient Multi-Address

The Provider Portal

Mobile App Process Guide for Caregivers Page | 21 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Messages

Select Messages to review and respond to any messages sent from the Agency/Office. Follow the steps

below to create, send, and filter messages on the Mobile App.

Step Action

Tap the notepad icon (as shown) to enter a new message or respond to an existing one.

The New Message window opens. In the To field, tap the plus icon to select a recipient. In the

Priority field, tap the plus icon to select the priority, if/as needed. Compose the message in the

text area. Tap Send to send the message.

To sort existing messages, tap the filter icon as shown in the Sort Messages image.

Archiving messages

Messages can be archived, retained in history, but hidden from the user’s view. To archive a message,

press and hold the message until the app prompts to confirm archiving the message, as seen in the

image below. Tap Yes to archive and hide the message from view.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 22 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Archive prompt

To review archived messages, change the Messages filter to include Archived Messages or Both

Messages and Archived Messages.

Messages Filter

The Provider Portal

Mobile App Process Guide for Caregivers Page | 23 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Open Shifts

Select Open Shifts to review and request open shifts as broadcast by the Agency/Office. Follow the

steps below to view and express interest in Open Shifts.

Step Action

The Open Shifts screen appears displaying all broadcast shifts on the NEW tab. Shifts are labeled

as Single or Permanent. Tap on a shift to view basic information.

The basic shift information opens under the DETAILS tab for the selected shift. Evaluate the shift.

• Tap the MAP tab to access the Google Map visual. Refer to the

Open Shifts Map Scaled to Patient Address section below.

• Tap Interested to express interest in working the shift or Not Interested to reject and remove

from the list after evaluating the shift.

Note: As per HIPAA regulations, only the City, State, and Zip Code can be provided at the time of broadcast.

When assigned, the Caregiver can view the complete Patient address.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 24 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Step Action

Requested shifts move to the PENDING tab, pending assignment from the Agency’s Coordinator.

When a shift is assigned to the Caregiver, the shift moves from the PENDING tab to the

Caregiver’s Visits section. The Caregiver is alerted of the assignment.

If the Agency rejects the request, then the shift is removed from the PENDING tab, and a message

is sent to the Caregiver with the rejection reason (such as “Shift no longer available”).

Notes:

• Indicating interest does not mean that a Caregiver is automatically given a shift. Shifts must be assigned by the

Agency’s Coordinator. Only then does a Caregiver receive an alert, and the shift appears as a scheduled visit on

their Mobile App.

• The Caregiver must be logged in to the Mobile App to review Case Broadcasts in the Open Shifts screen.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 25 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Open Shifts Map Scaled to Patient Address

In the Open Shifts Map view, the blue highlighted area around the Patient Address represents

approximately a one-mile-wide range with a default view of approximately 10 square miles, as seen in

the following image.

Pinch-in to zoom out or pinch-out to zoom in to assess the shift and tap Interested to express interest or

Not Interested to bypass.

Open Shift: Scaled Map View

Note: To protect PHI (Protected Health Information), the actual Patient address is not pinned on the map.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 26 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

My Availability

The My Availability function allows Caregivers to review and adjust their availability preferences,

provided that the Office/Agency has enabled this feature. To edit Availability, select the day to edit or

tap Clear This Week. Select the Special Availability tab at the top of the page to set an alternate

availability schedule.

My Availability

Edit Regular Availability

The Provider Portal

Mobile App Process Guide for Caregivers Page | 27 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Clock In and Out

This section provides the steps involved to Clock In and Out of a visit, as well as entering POC Duties and

Patient Signatures.

Clock In

Step Action

Select Today’s Schedule from the Main Screen. Select the appropriate visit. In this example, Greg

Baker.

The Clock-In/Out tab opens. Tap on Clock In.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 28 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Step Action

Select either GPS or Security Token to submit an EVV.

Note: The term Security Token refers to the FOB Device.

A successful EVV displays in green under Clock In (now disabled), as shown.

Note: Unsuccessful EVV placement times display in red instead of green.

From the Visit Detail page, Caregivers can also access the following tabs:

• Directions: Syncs to the mobile device’s GPS to provide directions to the visit location. Refer

to the Directions Map section below for further details.

• Patient Info: Displays the Patient’s name, any phone numbers connected to the profile, their

address, and emergency contacts.

• Care Plan: Contains the Patient’s Plan of Care (POC), listing each duty in detail, describing

how often it is required, and including additional instructions.

• Notes: Maintains a record of notes the Caregiver or Agency makes for the visit.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 29 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Clock Out

Step Action

When the visit is completed, tap Clock Out on the Clock In/Out page. If the visit includes a Plan of

Care (POC), the Caregiver is prompted to select the duties performed.

• Select the checkmark for duties performed or the X for duties refused.

• In addition, select the Refused Duty Reason (if the Agency requires it) when a duty is marked

refused.

Note: When servicing Mutual Patients, the Caregiver must enter separate POC duties for each Patient.

If the Contract authorizing the visit requires a Patient Signature, the Caregiver must obtain the

signature on the device to process the visit, as seen in the following two images.

Note: The Patient Signature may be required at Clock In and/or Clock Out depending on the Contract

authorizing the visit. This feature is configured by the Agency.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 30 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Step Action

If the Agency allows the Patient Signature to be skipped, then a Skip button appears. Tap Skip and

select the reason why the Patient cannot sign (required). The Save button is unavailable until a

reason is selected.

Skip Signature Enabled Alert

Select/Save Skip Reason

Tap Save when the required screens are completed to return to the Visit Details page with a

confirmation message (as shown). Tap OK to return to the home screen.

For standard Clock IN and OUT of Linked and Mutual Patient Visits, refer to the

Mobile App Clock IN/OUT of Linked and Mutual Visits Job Aid.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 31 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Visit Notes

Visit Notes can be entered during or after a visit. Follow the steps outlined below to enter a Visit Note.

Step Action

From the Visit Details screen, tap the Add Note icon (the circled plus sign), as shown.

Select the Note Type: Visit Text Note, Visit Voice Note, or Visit Image Note.

Notes can be reviewed on the Notes tab on the Visit Detail screen. A Note cannot be edited or

deleted once saved. Any Note created on the Caregiver Mobile App can be reviewed by your

Agency/Office.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 32 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Directions Map

The Directions map (Visit Details > Directions) displays a 5-mile-wide view with a blue dot marking the

exact Patient Address. Pinch-in to zoom out or pinch-out to zoom in. The map also displays

transportation routes and nearby buildings.

Directions Map: Zoom Out

Transportation Routes: Zoom In

The Provider Portal

Mobile App Process Guide for Caregivers Page | 33 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Community Visit

Agencies can enable an option to allow a Member visit (whether Scheduled or Unscheduled) to be

designated as a Community Visit. When enabled, a Caregiver can mark a visit as a Community Visit by

clicking the icon at the bottom-left of the screen to display the Community Visit checkbox.

Community Visit Option

Select the Community Visit checkbox and tap Confirm to set the visit as a Community Visit and bypass

the requirement for proximity to the Member’s care location.

Community Visit Selected

The Provider Portal

Mobile App Process Guide for Caregivers Page | 34 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Consecutive Shifts

The Consecutive Shifts feature allows Caregivers to perform a single Clock-IN and Clock-OUT for

consecutive shifts for the same Patient or for two Linked Patients (Internal Contract), such as a husband

and wife receiving back-to-back services at the same address. Refer to the

Mobile App Consecutive Shifts Job Aid for instructions.

Log Duties Throughout the Shift

When the Allow Caregiver to Log Duties after Clock-In option is enabled by the Agency, the Duties tab

displays when the Caregiver Clocks In. From the Duties tab, the Caregiver can log tasks performed

throughout the visit. On Clock Out, the Caregiver can add and modify tasks performed throughout the

visit.

Duties tab

The Provider Portal

Mobile App Process Guide for Caregivers Page | 35 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Additional Features

Settings and User Agreement

On the Main screen, select the Settings icon (3-dots) to access additional features such as change

password and review User Agreement Terms.

Settings Icon on the Main Screen

Settings Menu

The Provider Portal

Mobile App Process Guide for Caregivers Page | 36 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

User Guide

Tap the Help icon (question mark) to access the Mobile App user guide.

Help Icon on the Main Screen

Help Guide

The Provider Portal

Mobile App Process Guide for Caregivers Page | 37 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Patient Search

Caregivers can search for Patients they have access to or have previously provided service for. On the

Patients screen, click the Search icon (magnifying glass) to open the search bar, prompting the entry of

either a Patient’s Name or Address.

Search Icon on the Patient Page

Patient Search

The Provider Portal

Mobile App Process Guide for Caregivers Page | 38 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Language Options

The Mobile App offers language options designed to accommodate Caregivers with their preferred

language when using their mobile device. Instructions on how to change language settings are provided

in the following table.

Step Action

Tap the Settings icon on the top-right, as shown.

Settings

Select Change Language from the menu.

Change Language

The Provider Portal

Mobile App Process Guide for Caregivers Page | 39 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Step Action

From the list of available languages (listed below), thumb-scroll to select the desired language.

When selected, tap Apply (at the bottom of the screen) to save the language of choice. Once

applied, the screens (headers, instructions, etc.) are translated into the selected language.

Available languages include:

• English (North America)

• Spanish (Latin America)

• French (European)

• Chinese (Traditional)

• Russian

• Haitian Creole

• Korean

• Albanian

• Arabic

• Armenian

• Bengali

• Polish

• Uzbek

• Vietnamese

• Hmong

• Thai

• Somali

• Cambodian

• Karen (Burmese)

Note: Other languages may be added in future releases.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 40 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Step Action

After selecting the preferred language, all menu items appear in the chosen language. In this

example, Spanish is the selected language.

Language Applied

Note: To see Map functionality displayed in the selected language, users must first change the language,

then restart the application.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 41 Caregiver Setup and Use

Using the Mobile App Proprietary & Confidential

Log-In Page Language Selector

When logging in, if the Mobile App Log In page is displayed in an unfamiliar language, the user can click

the Language Selector icon at the bottom center of the Log In page to select a different language.

Language Selector icon on Log In page

Timeout

To better secure access to sensitive Patient data, the Caregiver Mobile Application times out and logs

the user out of the application after 15 minutes of inactivity. All data is saved when the application times

out and closes. If the application has timed out, the user must log in again to continue using the

application.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 42 Caregiver Setup and Use

Patient Phone Number Descriptions Proprietary & Confidential

Patient Phone Number Descriptions

Patient phone number labels appear on the Caregiver Mobile app corresponding to the descriptions

entered in the Phone 2 and Phone 3 fields in the Patient Profile in the HHAX platform, as shown.

Phone Number Description Labels

The Provider Portal

Mobile App Process Guide for Caregivers Page | 43 Caregiver Setup and Use

Mobile App Offline Mode Proprietary & Confidential

Mobile App Offline Mode

DISCLAIMER

This feature must be enabled by the Agency/Office to be available for Caregivers.

The Offline Mode feature allows Caregivers to use the Mobile App when there is no internet

connectivity; later to synchronize when connectivity is restored. With this feature enabled, Caregivers

can Clock IN/OUT successfully while offline. Once the internet connectivity is restored, the Mobile App

synchronizes with the HHAX system and new and modified visit information is exchanged between the

HHAX System and the Caregiver Mobile App according to the Agency-defined sync period.

Synchronization occurs for the Caregiver on the Mobile App when any of the following actions take

place online:

• Logging In

• Switching Agencies

• Changing Languages

During synchronization, the Mobile App downloads the next visits for the synchronization period as

defined by the Agency at the Office Level. This value can range from 24 hours to 120 hours with 24

hours as the default.

The only indicator that the Caregiver has when in Offline mode is the Offline Mode Active message alert

that appears at the bottom of the Home screen (as seen in the image). When in Offline Mode, the

Caregiver can access visits via the Today’s Schedule screen and perform the following:

• Clock-IN/OUT

• Signature with Skip, and

• Enter Duties

The Provider Portal

Mobile App Process Guide for Caregivers Page | 44 Caregiver Setup and Use

Mobile App Offline Mode Proprietary & Confidential

Mobile App Offline Mode Active

Outside of the actions listed above, all other Mobile App functions are unavailable in Offline Mode.

Selecting any other function results in the Network Notice screen (as seen in the image).

Mobile App Network Notice

Not Supported in Offline Mode:

• My Availability

• Open shift

• Messages

• Patients

• Sign up

• Forgot Password

• Change Password

The Provider Portal

Mobile App Process Guide for Caregivers Page | 45 Caregiver Setup and Use

Mobile App Offline Mode Proprietary & Confidential

• Change Language

• Change Agencies

• Notes

• Care Insights

• Time Edit Requests

Cautions

Note the following cautions regarding the behavior of the Mobile App while in Offline Mode:

1. When online, visits created on the same day by the Agency are almost immediately available to

the Mobile App when the Caregiver goes to Today’s Schedule. In Offline Mode, this behavior

changes and new and modified visit data is not available until synchronization occurs (i.e., when

the user logs in, switches agencies, switches languages, or clicks on Unscheduled Visit, Visits, or

Patients).

2. If the Caregiver is in Today’s Schedule when online and then goes offline, then the Caregiver is

redirected back to the home page where the Offline Mode Active message appears. Note that

once offline, the Caregiver may start a visit which is then altered by the Agency. In this case, any

reconciliation of that visit must be performed manually by the Agency after the Caregiver goes

back online and synchronization takes place.

3. When offline, the Confirmed Time of a completed visit is calculated using the device’s local time

and reconciled with the HHAX system once Internet connectivity is restored.

Offline Authentication

Because credentials cannot be authenticated with the HHAX system when offline, the Mobile app

securely stores the last known credentials on the mobile device for the Caregiver to log in when in

Offline Mode. The user is allowed up to three attempts to login before they are prompted to wait three

minutes to retry.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 46 Caregiver Setup and Use

Mobile App Password Reset Proprietary & Confidential

Mobile App Password Reset

Forgot Password?

A Caregiver can reset their own password directly from the Login screen as instructed in the following

table.

Step Action

Click on the Forgot Password? link.

Enter the Email or Phone Number associated with the account, where a temporary password is

sent. Click Reset Password.

The app prompts the Caregiver to enter the Current Password (enter the temporary password

received), a New Password, and Re-Enter New Password (to confirm). Click Confirm to log in to

the app.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 47 Caregiver Setup and Use

Mobile App Password Reset Proprietary & Confidential

Account Locked

The Mobile App issues a temporary password (via the last used delivery method, such as text or email) if

a Caregiver is locked out after 3 failed login attempts (as seen in the images below).

iOS

Android

The Provider Portal

Mobile App Process Guide for Caregivers Page | 48 Caregiver Setup and Use

Mobile App Caregiver Time Edit Corrections Proprietary & Confidential

Mobile App Caregiver Time Edit Corrections

The HHAX Mobile App currently captures real-time Caregiver EVV via FOB, GPS, and Beacon methods. If

EVV confirmations are missed, or do not accurately reflect the Start/End times of services, then Agencies

can now allow Caregivers to submit a request using the Mobile App to update Start and/or End times for

service.

In the request, the Caregiver must provide the reason for their manual time correction, with any

additional notes. A Patient signature is also captured at the time of the correction. These requests are

received in the system where an authorized Office User approves or rejects the request.

• If approved, then the visit is updated with the requested times and the visit reason, and the new

Confirmed Time is approved.

• If rejected, then the Caregiver receives a note on the Mobile App, and the Confirmed Time

remains unchanged.

Refer to the Caregiver Time Edit Request Job Aid for details and instructions on the Mobile App.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 49 Caregiver Setup and Use

Automatic Time Setting Option Proprietary & Confidential

Automatic Time Setting Option

The Mobile App provides a pop-up warning suggesting for users to set their device to the Automatic

Time setting which automatically synchronizes with the central server clock (to include Daylight Savings

Time (DST) updates).

A warning alert is displayed (as seen in the image below) if the time on the user’s Mobile App is not in

sync with the server. This occurs when the device time setting is NOT using the Automatic Time setting.

As suggested, this alert instructs the user to change their settings to ensure proper operation of the

application.

Automatic Time Setting Alert

Note: HHAX does not change the setting; Users must change their own settings on their device. In addition,

retaining the Manual Time setting does not prevent a user from using the Mobile App.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 50 Caregiver Setup and Use

Mobile App Caregiver Compliance Alerts Proprietary & Confidential

Mobile App Caregiver Compliance Alerts

The Mobile App Caregiver Compliance Alerts feature displays a Caregiver’s Compliance status (based on

Discipline) directly on their Mobile App; informing them of completed as well as upcoming medical and

evaluation due dates (to assist with remaining compliant).

Mobile App Compliance Page

The informational Compliance screen on the Mobile App is accessed from the main screen, as seen on

the image to the left. The encircled number in red in the main page indicates the number of items

needing attention. Select the Compliance option to view high-level information (such as Type, Due Date,

and Completed Status) for all the Caregiver’s Compliance items, as seen in the following image.

Compliance Alert Option

On the Compliance screen, Overdue items have bolded titles under the Name/Type column. Under the

Completed column, Overdue items are clearly categorized as Overdue and marked with a red dot.

Compliance Screen

The Provider Portal

Mobile App Process Guide for Caregivers Page | 51 Caregiver Setup and Use

Mobile App Caregiver Compliance Alerts Proprietary & Confidential

Click on the filter icon (on the top-right) to open a search selection to view specific information. Select

the available information such as Compliance Type, Date Range, or select the Only Display Past Due

radio button to display only the due items.

Compliance Screen

The Provider Portal

Mobile App Process Guide for Caregivers Page | 52 Caregiver Setup and Use

Caregiver Awake/Alert Confirmation Proprietary & Confidential

Caregiver Awake/Alert Confirmation

The Caregiver Awake Alert Confirmation feature applies to Caregivers who work overnight shifts. When

this feature is enabled by an Agency, a Caregiver is presented with an I'm Awake button at Clock-IN. This

function serves as proof to the Agency that the Caregiver is awake and monitoring the Patient. The

Caregiver can periodically check in via the I’m Awake button throughout the visit.

Once the feature is enabled, the Caregiver is presented with an I'm Awake button after Clock-In (as seen

in the image below) as proof that they are awake and servicing the Patient.

Mobile App: I’m Awake Button

When clicking on the I’m Awake button, the Confirmed time is captured, and a timer begins to clock

Check In status. The Check In status is displayed under the button (indicating the duration since the last

Check In, as seen in the image below).

Last Check In

Note: The Caregiver can periodically check in via the I’m Awake button throughout the visit.

GPS EVV Method to Reduce OOR Exceptions

To reduce the number of Out Of Range (OOR) calls on the Call Dashboard, the Mobile App provides

guidance to a Caregiver using the GPS EVV method. A Caregiver is presented with their real-time

The Provider Portal

Mobile App Process Guide for Caregivers Page | 53 Caregiver Setup and Use

Caregiver Awake/Alert Confirmation Proprietary & Confidential

location on a map relative to the Patient before committing to the Clock-In and Clock-Out. The

application can provide guidance to move closer to the Patient to be within the established tolerance

range defined by the Agency.

Once the feature is enabled by the Agency, a Caregiver using the GPS EVV method, is presented with a

real-time map location relative to the Patient address. This helps them evaluate and approximate to an

“In Range” coordinate before confirming a Clock-In or Clock Out.

The Patient is represented by the blue dot in the middle, and the Caregiver is represented by a blue dot

and arrow (serving as a directional compass as the Caregiver moves). The light blue circle represents the

Tolerance Range in feet (as defined by the Agency; capped at 1,000 feet). Guidance is provided below

the map assisting with proximity. The following image indicates that the Caregiver is likely Out of Range.

Mobile App: Out of Range

The image below indicates illustrates the Caregiver closer to the Patient and In Range. Once In Range,

the Caregiver can click on the Confirm button to capture the EVV.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 54 Caregiver Setup and Use

Caregiver Awake/Alert Confirmation Proprietary & Confidential

Mobile App: In Range

The Provider Portal

Mobile App Process Guide for Caregivers Page | 55 Caregiver Setup and Use

Patient Address PIN on GPS Map Confirmation Proprietary & Confidential

Patient Address PIN on GPS Map Confirmation

A PIN denotes the Patient Address in the GPS Map View at Clock In and Clock Out when the Patient

Address is not GPS-enabled. If there are coordinates available (latitude and longitude), then the PIN for

the Patient Address is displayed as a blue dot surrounded by a light blue circle indicating the tolerance

range (as seen in the image below).

Patient Address with Coordinates

When the Caregiver clicks on the Confirm button, a message alerts that there may an issue with the

Patient Address. It is recommended to contact the Agency to report (as seen in the image below).

The Provider Portal

Mobile App Process Guide for Caregivers Page | 56 Caregiver Setup and Use

Patient Address PIN on GPS Map Confirmation Proprietary & Confidential

Alert: Issues with Patient Address

In cases where the Patient Address is not GPS-enabled without available coordinates, the screen

displays only the Caregiver location, as denoted by the blue dot and arrow. The Patient Address is listed

at the bottom of the screen (highlighted in the image). When the Caregiver clicks on the Confirm button,

the same alert (as seen in the image above) appears.

Patient Address without Coordinates

Note: To prevent issues with a Patient Address, it is recommended that the GPS is enabled in the system.

The Provider Portal

Mobile App Process Guide for Caregivers Page | 57 Caregiver Setup and Use

Mobile App Integration Proprietary & Confidential

Mobile App Integration

HHAeXchange works with many integration partners. The following image illustrates the banner that

appears on the HHAX Mobile App Home screen once an Agency purchases one or more integration

services. Click on the Go button to open the integration partners’ websites.

Mobile App: Integration Services Banner