1. Call Maintenance Standard Operating Procedure
Call Matching Window, Rounding Rule, Visit Hours Don't Match Scheduled Exception

2. Agenda
Introduction
Call Matching Window
Rounding Rule
Visit Hours Don't Match Scheduled Exception
Additional Information
Quiz

3. Purpose
The purpose of this SOP is to review the Call Matching Window, Rounding Rule & Visit Hours Don't Match Scheduled Exception for the Texas EVV Mandate.

4. Scope
This SOP is applicable to all Texas EVV Customers using the VinCENT system.

5. General Requirements
The following requirements must be met. Users must have permission to access the Call Mgr section within VinCENT and have the ability to View & Edit Schedules.

6. Agenda
Introduction
Call Matching Window
Rounding Rule
Visit Hours Don't Match Scheduled Exception
Additional Information
Quiz

7. Call Matching Window
Description
Call In Matching Example
Call Out Matching Example

8. Call Matching Window Description
The Call Matching Window refers to the 2 hour timeframe either prior to or after the planned time in or time out in order for calls to attach to a planned schedule.

9. Call Matching Window Call In Matching Example
The Scheduled In Time for a schedule is 8:00AM. If the staff call in between 6:00AM and 10:00AM the In Call will attach to the planned schedule.
If the staff call in prior to 6:00AM or after 10:00AM, the call will not attach to the planned schedule.
A shell schedule is created to house a call that takes place outside the 2 hour matching window.
The call can then be merged onto the correct schedule by following the merge call process.

10. Call Matching Window Call Out Matching Example
The Scheduled Out Time for a schedule is 10:00AM. If the staff call out between 8:00AM and 12:00PM the Out Call will attach to the planned schedule.
If the staff call out prior to 8:00AM or after 12:00PM, the call will not attach to the planned schedule.
A shell schedule is created to house the call that takes place outside the 2 hour matching window.
The call can then be merged onto the correct schedule by following the merge call process.

11. Agenda
Introduction
Call Matching Window
Rounding Rule
Visit Hours Don't Match Scheduled Exception
Additional Information
Quiz

12. Rounding Rule
HHSC Regulation
Description
Bill Duration
7 Mins or Less
8 Mins or More
Example 1
Example 2
Example 3
Example 4

13. Rounding Rule HHSC Regulation
The Rounding Rule is established per HHSC Regulations. The following link can be used to access the rule information:

14. Rounding Rule Description
The VinCENT system applies the Rounding Rule based on Actual Hours/Duration and applies the 7/8 rounding principle when rounding to the next quarter-hour increment.
The Rounding Rule is reflected in the Bill Duration.

15. Rounding Rule Bill Duration
The Bill Duration is the rounded duration based on the actual hours/duration of the schedule.
The quarter hour increments are represented in the Bill Duration as follows:
.25 = 15 mins
.50 = 30 mins
.75 = 45 mins

16. Rounding Rule 7 Mins or Less
Within each quarter-hour increment, the Bill Duration will round down to the previous quarter hour when the actual hours/duration is 7 minutes or less towards the next quarter hour.

17. Rounding Rule 8 Mins or More
Within each quarter-hour increment, the Bill Duration will round up to the next quarter-hour when the actual hours/duration is 8 minutes or more towards the next quarter hour.

18. Rounding Rule Example 1
The actual time worked for a schedule is 8:00AM-10:07AM for a total time worked of 1 hour 7 mins.
Because the actual hours/duration is 7 minutes or less towards the next quarter hour, the Bill Duration will round down to the nearest quarter hour and the Bill Duration will round to 1.00 or 1 hour.

19. Rounding Rule Example 2
The actual time worked for a schedule is 11:00AM-1:12PM for total time worked of 2 hours 12 mins.
Because the actual hours/duration is 8 minutes or more towards the next quarter hour, the Bill Duration will round up to the nearest quarter hour and the Bill Duration will round to 2.25 or 2 hours 15 mins.

20. Rounding Rule Example 3
The actual time worked for a schedule is 1:00PM-3:27PM for a total time worked of 2 hours 27 mins.
Because the actual hours/duration is 8 minutes or more towards the next quarter hour, the Bill Duration will round up to the nearest quarter hour and the Bill Duration will round to 2.50 or 2 hours 30 mins.

21. Agenda
Introduction
Call Matching Window
Rounding Rule
Visit Hours Don't Match Scheduled Exception
Additional Information
Quiz

22. Visit Hours Don't Match Scheduled Exception
Description
Scheduled Versus Rounded Actual Duration
Actual Rounded Duration matches Scheduled
Actual Rounded Duration Does Not Match Scheduled
Example 1
Example 2
Example 3
Example 4

23. Visit Hours Don't Match Scheduled Exception Description
The Visit Hours Don't Match Scheduled Exception compares the Scheduled versus Actual Rounded Duration to determine if the schedule will Auto-Confirm or if the schedule will update to Exception Status requiring visit maintenance to manually Confirm the schedule.

24. Visit Hours Don't Match Scheduled Exception
Visit Hours Don't Match Scheduled Exception Scheduled Versus Rounded Actual Duration
The VinCENT system compares the total duration for both Scheduled and Actual Rounded Durations to determine the next step.
*Please note: This comparison is based on total duration and is not rounded based on in our out call times.

25. Visit Hours Don't Match Scheduled Exception
Visit Hours Don't Match Scheduled Exception Actual Rounded Duration matches Scheduled
If the Actual Rounded Duration matches the Scheduled Duration, the schedule will Auto-Confirm providing all other criteria have been met.

26. Visit Hours Don't Match Scheduled Exception
Visit Hours Don't Match Scheduled Exception Actual Rounded Duration Does Not Match Scheduled
If the Actual Rounded Duration is either over or under the Scheduled Duration, the Schedule will go into Exception Status and will require visit maintenance to Confirm the Schedule.
The Exception of "Visit Hours Don't Match Scheduled" will display as the exception reason.

27. Visit Hours Don't Match Scheduled Exception Example 1
The Scheduled Time of the visit is 8:00AM-10:00AM for a Scheduled Duration of 2.00 hours. The Staff In Call is 7:55AM and the Staff Out Call is 10:02AM.
The total duration of the visit is 2 hours and 7 minutes.
The Actual Rounded Duration is 2.00 hours matching the Scheduled Duration and therefore the schedule will Auto-Confirm provided all other criteria are met.

28. Visit Hours Don't Match Scheduled Exception Example 2
The Scheduled Time of the visit is 10:00AM-12:00PM for a Scheduled Duration of 2.00 hours. The Staff In Call is at 9:30AM and the Staff Out Call is at 11:58PM.
The total duration of the visit is 2 hours and 28 minutes.
The Actual Rounded Duration is 2.50 hours.
The Actual Rounded Duration is over the Scheduled Duration and therefore the schedule will go into Exception Status requiring visit maintenance to be completed to manually Confirm the schedule.

29. Visit Hours Don't Match Scheduled Exception Example 3
The Scheduled Time of the visit is 2:00PM-4:00PM for a Scheduled Duration of 2.00 hours. The Staff In Call is at 1:01PM and the Staff Out Call is at 2:58PM.
The total duration of the visit is 1 hour and 57 minutes.
The Actual Rounded Duration is 2.00 hours matching the Scheduled Duration and therefore the schedule will Auto-Confirm provided all other criteria have been met.

30. Visit Hours Don't Match Scheduled Exception Example 4
The Scheduled Time of the visit is 4:00PM-6:00PM for a Scheduled Duration of 2.00 hours. The Staff In Call is at 4:02PM and the Staff Out Call is at 5:45PM.
The total duration of the visit is 1 hour and 43 minutes.
The Actual Rounded Duration is 1.75 hours.
The Actual Rounded Duration is under the Scheduled Duration and therefore the schedule will go into Exception Status requiring visit maintenance to be completed to manually Confirm the schedule.

31. Agenda
Introduction
Call Matching Window
Rounding Rule
Visit Hours Don't Match Scheduled Exception
Additional Information
Quiz

32. Contact Information
Direct questions about this document to the MEDsys training department at .

33. Agenda
Introduction
Call Matching Window
Rounding Rule
Visit Hours Don't Match Scheduled Exception
Additional Information
Quiz

34. B. Yes, the Call In is within the 2 hour matching window
If the scheduled In Time for a schedule is 8:00AM and the staff Call In at 7:00AM, will the phone call attach to the Planned Schedule?
A. No, the times do not match so the system will create a shell schedule to house the phone call
B. Yes, the Call In is within the 2 hour matching window
C. No, the times are required to match in order for the calls to attach
D. No, the Call In is outside the 2 hour matching window
The correct answer is B.

35. A. Yes, the Call Out will attach to the Planned Schedule
If the scheduled Out Time of a schedule is 10:00AM and the staff Call Out at 12:15PM, will the Call Out attached to the Planned Schedule?
A. Yes, the Call Out will attach to the Planned Schedule
B. No, the Call Out takes place outside the 2 hour matching window. The system will create a shell schedule to house the phone call.
C. Yes, the Call Out is within the 2 hour matching window.
D. Yes, as long as there is a Planned Schedule it will attach.
The correct answer is B.

36. A. 2.00 = 2 hours B. 2.25 = 2 hours 15 mins C. 1.75 = 1 hour 45 mins
The Actual time worked for a schedule is 8:02AM-10:02AM. What is the rounded Bill Duration of the schedule?
A = 2 hours
B = 2 hours 15 mins
C = 1 hour 45 mins
D = 2 hours 30 mins
The correct answer is A.

37. A. 2.00 = 2 hours B. 1.75 = 1 hour 45 mins C. 1.50 = 1 hour 30 mins
The Actual time worked for a schedule is 9:45AM-11:30AM. What is the rounded Bill Duration of the schedule?
A = 2 hours
B = 1 hour 45 mins
C = 1 hour 30 mins
D = 2 hours 15 mins
The correct answer is B.