FAQs
This topic lists the most Frequently Asked Questions (and their Answers) about the Payer Portal from the HHAX Support Team. Click a question below to see the answer.
Why can't the Provider or the Payer see a specific Authorization in HHAX?
Why can't the Provider see the Placement/Authorization when the Payer can?
Why can't the Provider or the Payer see a specific Member in HHAX?
Placement/Authorization was sent to the wrong Office. How do I get it to the correct Office?
Member is shown as Discharged but should be shown as Active. How do I update the Discharge Date?
Can a Provider Bill for Services that occurred before and after the Discharge Date?
Member Profile in the Provider Portal is missing information. How can I fix this?
Provider and Payer Can't See Specific Authorization
Question: Why can't the Provider or the Payer see a specific Authorization in HHAX?
Answer: First, the Payer must verify that the Authorization was included in the Authorization interface file sent to HHAeXchange and was not rejected. If rejected, please work internally and with your CSM to resolve the rejection. If there is no record of the authorization in the interface log files, please work with your internal IT team to export and send the authorization in the next file.
If the Payer’s internal IT team verifies that the Authorization was sent and imported, the Payer can open a ticket by sending an email to payerdatasupport@hhaexchange.com and notify their Client Success Manager.
Provider Can't See Placement/Authorization
Question: Why can't the Provider see the Placement/Authorization when the Payer can?
Answer: Verify that the Placement/Authorization was sent to the correct Office. If it was not, see Placement/Authorization Sent to Wrong Office. If it was sent to the correct Office, the Provider can use Live Chat from the Payer Portal to ask for Support Assistance or contact HHAX Support by email at support@hhaexchange.com
Provider and Payer Can't See Specific Member
Question: Why can't the Provider or the Payer see a specific Member in HHAX?
Answer: First, the Payer must double-check to verify that the Member is in the Payer Portal. Be sure to search under “All” statuses and not just “active”. If the member is not found, the Payer must contact their internal IT team to verify that the Member record was sent and imported. If the Payer’s internal IT team verifies that the Member was sent and imported, the Payer can open a ticket with HHAeXchange Support and notify their Client Success Manager.
If the member is present in the Payer portal, review which provider the member is assigned to and direct the provider accordingly. If the member is assigned to the provider, but they are still unable to view the member, please have them coordinate with HHAeXchange via Support.
Placement/Authorization Sent to Wrong Office
Question: The Placement/Authorization was sent to the wrong Office. How do I get it to the correct Office?
Answer: The Payer must delete the Authorization, and then send a new Authorization to the correct Office.
Optionally, the Provider can use the Enterprise Blended Services: Split Patient Record feature to move the authorization as explained in the Enterprise version 22.04.01 Release Notes.
Valid Authorization but Provider Can't Enter Visits or Services
Question: A Member has a valid Authorization that has started, but the Provider is unable to enter Visits and Services for the Member.
Answer: Check the Start of Care Date. If, for example, the Start of Care Date was set for 3/16, but the authorization started on 3/1, the Provider cannot start Services until 3/16.
If the Start of Care Date must be changed, a Payer user with Admin privileges can edit the Start of Care Date on the Provider Information Page.
Updating the Discharge Date
Question: A Member is shown as Discharged but should be shown as Active. How do I update the Discharge Date?
Answer: The Discharge Date is based on discussions that occurred during Discovery and were included in the Business Requirements document. A new or updated Authorization may need to be sent to make the Member active again depending on the business requirements rules discussed.
Billing for Services Before and After the Discharge Date
Question: Can a Provider Bill for Services that occurred before and after the Discharge Date?
Answer: A Provider can bill for services prior to the discharge date as long as the Member has a supporting authorization for the services provided. If the Date of Service falls after the Discharge date, the Provider is unable to bill for this service via HHAeXchange.
Viewing Claim Status
Question: Provider Billed for Services on a Specific Date, but the Payer hasn't received the Claim yet. How do I view the Visit/Claim Status?
Answer: The Payer can view the Claim Status as explained in the topic Viewing Claims Status. If the Claim Status is not found, the Provider must determine if the Claim is held up in the Call Dashboard or Billing Review.
Member Profile Missing Information
Question: Member Profile in the Provider Portal is missing information. How can I fix this?
Answer: The Payer must first verify that the correct Member information was sent in their Member file. Next, the Provider must verify the information on their end. If this does not resolve the issue, the Provider can contact HHAX Support using Live Chat or by email at support@hhaexchange.com.
New User Can't See Members or Communications
Question: Payer created a New User. Why can't the User see Members or Communications in the Payer Portal?
Answer: The Payer must verify that the User is assigned the correct Role according to their job function. If Member Teams are used, the Payer must verify that the User’s Member Team assignments are correct. Instructions for these tasks can be found in the topic Edit a User Account.