Sandata EVV Vendor Solutions FAQ

What to do when receive Client not Found on Visit Record? Closed

Error Message: Client Not Found

Client must be successfully loaded before associated visits can be sent.

Provider confirm the client is in the Aggregator Active Clients report.
If no, confirm the vendor did not receive an error when client file sent. If error was received, send corrected file.
Check the EVV vendor specification/addendum for the format and ensure the correct value is in the correct field.
Work with the vendor to send the accurate client record and received a successful response.
Work with the vendor, to confirm the visit includes the accurate client unique identifier & matches client record.
Resend the corrected visit record.

Q: What to do when receive Worker Not Found on Visit Record? Closed

Error Message: Worker Not Found.

Employee must be successfully loaded before associated visits can be sent.

Provider confirm the client is in the Aggregator Active Employees report.
If no, confirm the vendor did not receive an error when employee file sent. If error was received, send corrected file.
Check the EVV vendor specification/addendum for the format and ensure the correct value is in the correct field.
Work with the vendor to send the accurate employee record and received a successful response.
Work with the vendor, to confirm the visit includes the accurate employee unique identifier & matches employee record.
Resend the corrected visit record.

What to do when receive Service ID error on Visit Record? Closed

Error Message: Error during retrieving service service_id entered.

Check the EVV vendor specification/addendum Services appendix, for the valid service fields combinations and order.

The service combination includes the PayerID / PayerProgram / ProcedureCode / Modifier(s) if applies.
All services and modifiers are case sensitive and must use capital letters.
Confirm data includes correct values.
Send corrected file.

When do I need to include the VisitChanges segment? Closed

The VisitChanges segment is required when:

Updating an existing visit
Including a Manual CallType
Including Adjusted date/time fields

When do I use Adjusted Time fields vs Calls Segment? Closed

The Calls segment is expected on the first visit instance, to capture the electronically captured/manually entered Call In and Call Out, with the appropriate CallType.

When a date/time has been changed, it must be changed in the appropriate Adjusted time field.
The Call In and Call Out cannot be changed in the Calls segment.
When the Adjusted time field is sent, the corresponding Calls segment can be omitted.
The year cannot be changed.
The Adjusted time supersedes the Call time and is considered a manual call.
A visit must have an In and Out date/time to avoid a call exception.
AdjInDateTime cannot be greater than the Call Out and AdjOutDateTime cannot be less than the Call In.
Utilize the below grid.

What to do when receive Version Number error? Closed

Error message: Version number is duplicated or older than current.

The Version Number is derived from the SequenceID. The SequenceID must be a higher value than previously submitted.

It is recommended to use the datetime, with seconds, as the SequenceID. This ensures it is a higher value than previous record. (i.e. YYYYMMDDHHMMSS) Then resend corrected file.

What to do when receive a Visit Row Exists error on a Visit Record? Closed

Error Message: A visit row exists in stx.visits table (by account/visit_id) and no changes are specified in current import of account/visit_id.

Resend the visit update with the VisitChanges segment.

What to do when receive Visit Date is Empty error on Visit Record? Closed

Error Message: Visit_date field is empty, it is a required field.

Resend the visit with a completed Calls segment, with Call In date/time.

The Call In establishes the Visit Date. The Call Out must be after the Call In.

What to do when receive Row not Found error on Visit Record? Closed

Error Message: Row in inbox.visits not found.

If attempting to cancel a visit, which was not previously sent, the visit is not required.

A billable visit must have VisitCancelledIndicator as false and BillVisit as true

How do I cancel a visit? Closed

If the visit is scheduled for the future, sent VisitCancelledIndicator as true.

If the visit was previously sent with Calls and/or Adjusted times, and it has been determined the visit will not be used for claims validation, send a visit update with BillVisit as false. This sets the visit to Omit status.

What to do when receive Visit Past Due error? Closed

Error Message: The visit is past due, cannot be deleted.

When attempting to cancel an existing visit, send VisitCancelledIndicator and BillVisit as false. This sets the visit to Omit status.

VisitCancelledIndicator as true only applies to cancelling a visit with a future schedule and no In date/time exists.

What to do when receive Schedule Past Due error? Closed

Error message: The schedule past due.

Cannot update schedules in the past.

If the visit exists with Call and/or Adjusted date/time, the schedule cannot be changed.

What to do when receive Pay/Bill Hours Exceed Maximum error? Closed

Error message: Pay/Bill Hours exceed maximum hours allowed.

Visit In and Out times cannot exceed 24 hours.

Confirm not attempting to change a date/time in the Calls segment.
Time can only be changed using Adjusted fields.
Confirm the time between Calls and Adjusted In and Out do not exceed 24 hours.
Send corrected visit.

What to do when receive Unknown error? Closed

Error message: Unknown error

Usually occurs when attempting to change the year of an existing visit.

The Visit Date cannot be changed. If the Visit Date is wrong, the visit must be updated with BillVisit false, setting it to Omit status. Then submit a corrected visit, with a new unique VisitOtherID.

What to do when receive Schedule Hours Exceed error? Closed

Error message: Schedule hours cannot exceed 24 hours.

Schedule Start and End cannot exceed 24 hours.

What to do for a Number of rows exceeds limit error? Closed

Error message: ERROR: Number of rows exceeds limit

Occurs when the file transmission exceeds 5000 records or a record has been updated more than 512 times.

Correct the file transmission to not exceed 5000 unique records.

If a visit has been updated 512 times, no further updates are allowed.

Submit a ticket request for Sandata Support to create a work item request to change the visit to BillVisit false, setting it to Omit status.
After the existing visit has been omitted, a corrected visit must be sent, with a new unique VisitOtherID.

What to do when receive Total Visit Time Exceed error? Closed

Error message: Total visit time cannot exceed max visit hours

Visit duration cannot exceed 24 hours.

What to do when receive Visit Date Out of Range error? Closed

Error message: “ERROR: Visit Date out of range"

Visits must be submitted within the date range for the account.

Ensure the visit date is not more than 2 years after the date of service.
If the provider switched vendors, the account could have an End Date. Dates of the service, cannot be after the End Date.
The Visit Date cannot be changed. When the Visit Date is wrong, the visit must be updated with BillVisit false, setting it to Omit status. Then submit a corrected visit, with a new unique VisitOtherID.

What to do when receive Visit Load error? Closed

Error Message: "Error during visits load"

Confirm all data is formatted compliant with the specifications. Resend the visit.

If issue persists, please submit a ticket request.

Sandata EVV Vendor Solutions FAQ - Visits