AuthentiCare® Arkansas Caregiver Manual › arkansas › ArkansasCaregiverManual.pdfThe EVV mobile application via your own mobile device with the AuthentiCare 2.0 Mobile Application

AuthentiCare® Texas – Caregiver

AuthentiCare® Arkansas Caregiver Manual

Version 1.0

Revised 9/21/2020

AuthentiCare® Arkansas – Caregiver Manual

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AuthentiCare® Arkansas – Caregiver Manual Page 1 of 21

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Contents 1.0 Introduction ......................................................................................................................... 3

1.1 Overview .......................................................................................................................... 3

1.2 Using this Manual ............................................................................................................ 3

2.0 How to Use the Mobile Application Navigating AuthentiCare ............................................. 4

2.1 Download the AuthentiCare 2.0 Application .................................................................... 4

2.2 Initial Set up for the Environment ..................................................................................... 5

2.2.1 Find a Device ID from the Settings Menu .................................................................. 6

2.2.2 Caregiver ID Login and Password screen ................................................................. 7

2.2.3 Change Password before Login - Request Passcode ............................................... 7

2.2.4 To Change from One Environment to Another .......................................................... 9

2.2.5 To Log In to the Mobile Application – First Use ....................................................... 10

2.2.6 Change Password after Successful Login ............................................................... 11

2.2.7 To Log Out of the Mobile Application ...................................................................... 12

2.3 To Access the Calendar ................................................................................................. 13

2.4 Caregiver Check-in at Client Location ........................................................................... 14

2.5 Caregiver Check-out from Client’s Location .................................................................. 17

2.6 Service Zones ................................................................................................................ 19

2.7 Limited Service Zone ..................................................................................................... 20

3.0 Using The AuthentiCare® Interactive Voice Response (IVR) System .............................. 21

3.1 Safeguard – Caregivers with More Than One Caregiver ID .......................................... 21

3.2 Clocking In/Out from an Unauthorized Phone Number .................................................. 21




1.0 Introduction

AuthentiCare is your trusted Electronic Visit Verification (EVV) solution supporting web-based or smart phone electronic visit verification, scheduling, tracking, reporting, and billing with many timesaving essential features.

AuthentiCare Features and Benefits:

• Intuitive process and flow

• Fast check-in/out

• Integrated scheduler with real-time alerts

1.1 Overview

This document provides an overview of the various check-in and check-out methods available to you as a caregiver using AuthentiCare.

1. You will go to the client’s home to provide an EVV service visit.

2. You will electronically record the service visit using one of the following methods:

The EVV mobile application via your own mobile device with the AuthentiCare 2.0 Mobile Application.

The client’s home phone landline to call the toll-free Interactive Voice Response (IVR) System at (800) 331-2728 with app code 210.

1.2 Using this Manual

Sections in this manual may have one of the following three icons. The information provided in all of these boxes is essential when using the system.

Notes: The information assists and further explains the material. It may include an important tip or hint for using the system.

Important: The information highlights specific rules that are critical to the proper functioning of the system.

Caution: The information provided highlights actions that, if taken in the system, may have an adverse effect.




2.0 How to Use the Mobile Application Navigating AuthentiCare

AuthentiCare offers both an Android and an iOS mobile application for you as a caregiver to use as a means of check-in and check-out in English or in Spanish. The AuthentiCare 2.0® Mobile Application provides the same capabilities as the Interactive Voice Response (IVR) and with GPS technology has the ability to base your validation process on the location of the mobile device. The following sections detail features of the AuthentiCare mobile application, list the setup processes to prepare both you and your provider agency for mobile application operation and the steps for you to utilize AuthentiCare mobile application features, and process check-ins and check-outs of client service visits.

The AuthentiCare 2.0 Mobile Application is available to iOS operating systems 13.0 and newer or Android version 6.0 and newer.

2.1 Download the AuthentiCare 2.0 Application

1. Search for AuthentiCare 2.0 in the Apple App Store or Google Play Store.

2. Install and open the application.

3. Tap ALLOW for the Application to make and manage phone calls.

4. Tap ALLOW for the Application to access the mobile device’s location.

The terms and conditions must be accepted prior to the application opening on the mobile device.




2.2 Initial Set up for the Environment

1. Enter Setup Code.

2. Review the End User License Agreement by tapping View End User License Agreement.

3. Tap SUBMIT which saves the Setup Code and signifies the acceptance of the End User License Agreement.

Do not use the test environment setup code if you are ready to provide actual services to a client.

Setup Code Environment Purpose ARKANSASUAT Test/Training

Environment Used for practicing and learning about how to use the application.

ARKANSASPRD

Live Production Environment

Used when you are going to provide actual client care.

ARKANSASPRD




2.2.1 Find a Device ID from the Settings Menu

To find the mobile device’s Device ID:

1. Tap SETTINGS at the bottom right of the screen. The Menu displays.

2. Tap See Device Identifier in the Menu. The Device ID displays.

3. Validate the provider has the correct Device ID.

Note: You can copy the Device ID on the mobile device clipboard, and email it to the provider.




2.2.2 Caregiver ID Login and Password screen

The Worker ID Login and Password screen displays.

Enter your Worker ID and Password

2.2.3 Change Password before Login - Request Passcode

The choices of FORGOT PASSWORD and Settings are also found on this screen.

1. Tap REQUEST PASSCODE. The Change Password screen displays.

2. If you have forgotten the password, you can tap FORGOT PASSWORD? The Forgot Password Screen displays, complete with instructions. To recover a password, you must have an email address listed in AuthentiCare on the Worker Entity Settings page.

3. Enter your Caregiver ID.




You will now:

1. Enter the new password in the New Password field. The password rules are listed on the screen.

2. Confirm the new password by entering the new password again in the Confirm New Password field.

3. Scroll down to tap SUBMIT.

If there is a need to start the process again, you can scroll further down to tap REQUEST NEW PASSCODE found at the bottom of the screen to begin the process again.




2.2.4 To Change from One Environment to Another

1. Tap Settings at the bottom right of the screen. The Menu displays.

2. Tap Reset and Change Setup Code in the Menu.

3. Tap OK. The data is removed. The Setup Code screen displays.

4. Enter the next Training or Production environment in the Setup Code field.

5. Tap DONE on the keyboard to display the bottom half of the Setup Code screen or scroll to reveal SUBMIT.

6. Tap SUBMIT.




2.2.5 To Log In to the Mobile Application – First Use

1. Enter the Caregiver ID and the temporary password assigned by the provider to log in.

2. AuthentiCare will display an alert that the password must be changed.

3. Enter the temporary password in the “Current Password” field, and the new one in the “New Password” and “Confirm New Password” fields.

Step 1 Step 2 Step 3

Once the password is changed, on the Login screen:

1. Enter the Caregiver ID.

2. Tap the icon which opens the “eye” to display the password as typed or after the full password is fully typed. Tap the icon again to cancel the display of the password.

3. Tap Done on the keyboard to display the full screen or simply tap SIGN IN.




After five unsuccessful attempts to log in, your account will be locked. You will have to call the provider to unlock the account. The program provider will create a temporary password, and instruct you to:

1. Enter the assigned temporary password.

2. Begin the process again of entering and confirming a new password. Once the Caregiver ID and password are entered, the session begins.

NOTE: You can log in to create a session for the day when and where you have internet access, and then drive to the client’s location to process a check-in for client service delivery. Logging in to begin a session is not the same as processing a check-in for client service delivery.

2.2.6 Change Password after Successful Login

1. If you would like to change the password after you have successfully logged in, tap SETTINGS

2. Select Change Password to display Current Password, New Password and Confirm New Password fields.

3. Enter application passwords in all three fields, then tap SUBMIT.

4. When the Password Change Success screen displays. Tap OK.




2.2.7 To Log Out of the Mobile Application

A log out of the mobile application is different than a check-out of a service visit. There are reasons for you to log out of the mobile application:

• You have finished your work for the day To log out of the AuthentiCare Mobile Application, you will:

1. Tap SETTINGS found at the bottom right of the screen.

2. From the Settings Menu, tap Logout.

3. The Confirm Logout message displays. Tap Logout.




2.3 To Access the Calendar

To access the calendar, you will:

1. Log in to the mobile application using the Caregiver ID and password.

2. Tap the current date (Today) at the top of the mobile screen to open the calendar.

3. The calendar defaults to the current date. Tap OK to view any visits you have already completed for the day.

4. Tap and scroll to display past dates. Tap OK on the chosen date to view completed visits for that date.




2.4 Caregiver Check-in at Client Location

When you arrive at the client’s location, you will:

1. Open the mobile application.

2. Enter Caregiver ID in the Worker ID field and application Password to begin the session.

3. Tap SIGN IN.

4. If your provider schedules visits, they will appear on the main screen. To access the calendar to see past or future visits, follow the steps on section 2.3.




5. If your provider does not schedule visits, tap NEW CHECK-IN.

The Lookup Client (Client) screen displays with a list of clients associated with the provider who are found near the current location of the mobile device.

6. If the client’s name is on the list, tap the client’s name for the record with the client address listed.

Tapping a client‘s name leads to the display of the Visits screen.




If the client’s name is not listed on this screen, the screen will display “No clients found.”

If the client was not found, the next steps are to:

7. Tap OK.

8. Tap LOOKUP CLIENT at the bottom of the screen to search for the client.

9. Enter the client’s Last Name or Client (Client) ID assigned by AuthentiCare.




10. Tap LOOKUP.

• GPS coordinates from the check-in process display if the client lives in a Standard Service Zone. Refer to Section 2.6 on information related to the service zones.

• If the mobile device has no internet access, all screens throughout the check-in and check-out process will display the banner message, “No data connection.”

When the login occurs with no data connection, you will follow the process steps detailed in Lookup Client - Enter the Client’s ID Number or Last Name. The screen will display with the banner, “No data connection.”

The message, “No data connection” continues to display. Without a data connection, the application cannot research the name to determine whether the name should be displayed. You should call the provider to report the issue, and to follow the process the provider has in place for this circumstance.

If the client is one from the list of clients found near the location of the mobile device, you will:

1. Add the Service(s) for the client visit.

2. Tap SUBMIT CHECK-IN. As long as the mobile device does not have internet access, all screens throughout the check-in and check-out process will display the banner message, “No data connection.”

• You will continue with each action to progress throughout the check-in to check-out for the service visit.

• The message, “Sync failed. No data connection” flashes on the screen.

2.5 Caregiver Check-out from Client’s Location

For the client served, you will:

1. Access check-in information from the Visits screen.

2. Select the appropriate Activities provided.

3. Tap Continue to Client Attestation.

4. Hand the mobile device to the client and have them tab Continue.

5. The client must select the checkbox next to Approve to confirm the visit time, the services provided, and the activities completed.

6. Client taps Done.




7. Client then signs on the signature page. They can Save or Clear if the signature needs to be done.

8. The mobile application displays a message that attestation is complete and once the caregiver taps Close on the message, the Check-Out Success screen displays.

Note: Attestation can be skipped. Skipping this step completes the Check-Out process and an informational exception will be placed on the claim in the AuthentiCare portal




The Visits screen will then display the client’s visit is in Completed status.

If the device used to check in and out is running iOS version 14.2 or higher. Precise location must be enabled to ensure the GPS coordinates captured are extremely accurate. Precise location can be enabled by going into App Settings, selecting Location and toggling the button next to Precise Location. Precise Location is set to ON by default.

2.6 Service Zones

In a Standard Service Zone, GPS location coordinates can be determined. GPS coordinates are captured and used to validate the location of the device during check-in and check-out against the client’s GPS coordinates on record. The mobile application does not validate the clients’ locations against their physical addresses. The mobile application captures the GPS coordinates to validate each client’s location.




In a Limited Service Zone, there is no internet access/data coverage. GPS location coordinates can still be captured most of the time. The banner on the mobile application screen displays in a dark color in a Limited Service Zone with the message “No data connection.”

If you arrive at a location that is outside the Standard Service Zone, you will proceed through the same check-in and check-out steps. The data is stored on the mobile device as the check-in and check-out are completed. The visit will show as “No data connection.”

When the mobile device detects its return to a Standard Service Zone, a sync of the check-in and check-out data will automatically begin. Once the data is synced, the banner on the screen will return to its original color, and the visit will display as Completed.

2.7 Limited Service Zone

Caregivers who live or work in an area with no internet access/data connection must, on a daily basis, find a data connection in order for the EVV visit data to be sent to AuthentiCare. When you return the mobile device to a location of data connection, the stored data is sent to AuthentiCare.

• You will continue with each action to progress throughout the check-in to check-out for the service visit.

• The message, “Sync failed. No data connection” flashes on the screen.

• Since there is no data connection, the check-in and the check-out are queued until the mobile device enters a location where data connection is available.

• When the mobile device returns to a location with a data connection, all visit data transmits to the AuthentiCare system.

• When the visits have been transmitted to AuthentiCare, the status for the visit(s) will change to Completed and the “No Data Connection” banner will disappear.

Important: If a caregiver does not find a data connection in 7 calendar days, the visit information will not be sent to AuthentiCare. If that happens, the caregiver must contact the applicable provider administrator for a manual visit transaction to be entered in AuthentiCare. These are also known as graphical user

interface (GUI) visits.




3.0 Using The AuthentiCare® Interactive Voice Response (IVR) System

Interactive Voice Response (IVR) allows you to record services provided for the client by calling in from the client’s landline phone when service begins, and when service is completed. Your 6-digit Caregiver ID number identifies you as a caregiver for a specific provider location. The Caregiver ID is recorded in the IVR each time you make a call.

For specific instructions on using the IVR, refer to the IVR Instruction Sheet accessible by your provider agency.

The IVR’s phone number is (800) 331-2728.

When clocking out, if the IVR reads more than one name, that means you have not checked-out for any previous visit(s) for which you checked-in. In order to resolve this, the visit(s) must be completed on the Web by the provider with the appropriate check-out times.

3.1 Safeguard – Caregivers with More Than One Caregiver ID

Important – If you work for more than one provider, you are assigned a different Caregiver ID for each. You are cautioned to make sure you use the correct Caregiver ID for each client visit.

If you sign in using the caregiver ID not matched to the client you will receive the following message from the IVR, “You have entered an incorrect Caregiver ID. Please enter a different Caregiver ID followed by the pound sign.”

3.2 Clocking In/Out from an Unauthorized Phone Number

Providers cannot prevent you from performing a check-in or a check-out from a phone number not on the Client Entity Settings page in AuthentiCare, or a phone number matched to another client’s phone number found in AuthentiCare.

If you are calling from an unauthorized phone number, you will hear the phrase, “You are calling from an unauthorized phone number. The IVR will allow check-in and out but the visit will be flagged as a critical exception in the system.

1.0 Introduction1.1 Overview1.2 Using this Manual

2.0 How to Use the Mobile Application Navigating AuthentiCare2.1 Download the AuthentiCare 2.0 Application2.2 Initial Set up for the Environment2.2.1 Find a Device ID from the Settings Menu2.2.2 Caregiver ID Login and Password screen2.2.3 Change Password before Login - Request Passcode2.2.4 To Change from One Environment to Another2.2.5 To Log In to the Mobile Application – First Use2.2.6 Change Password after Successful Login2.2.7 To Log Out of the Mobile Application

2.3 To Access the Calendar2.4 Caregiver Check-in at Client Location2.5 Caregiver Check-out from Client’s Location2.6 Service Zones2.7 Limited Service Zone

3.0 Using The AuthentiCare® Interactive Voice Response (IVR) System3.1 Safeguard – Caregivers with More Than One Caregiver ID3.2 Clocking In/Out from an Unauthorized Phone Number

Documents

AuthentiCare® Arkansas Caregiver Manual › arkansas › ArkansasCaregiverManual.pdfThe EVV mobile application via your own mobile device with the AuthentiCare 2.0 Mobile Application