March 2024 ________________________________________Volume 15

Provider Portal Post

Greetings, agency providers and welcome to the monthly Provider Portal Post!

Is your organization having trouble maneuvering the ins and outs of the provider portal? Well, look no further!

Here, you will find general updates, technical defect announcements, information for training opportunities and tips for success.

Today's message includes the MTR due dates for March dates of service and a general reminder on safeguarding PHI. This edition also includes an overview of an upcoming functionality change for billing overnight services and tips for resolving overlap exceptions in 5 minutes or less.

General Reminders

Protect PHI when Emailing the PBSO

Help us safeguard Protected Health Information (PHI)  when submitting tickets to the Provider Billing Support Office (PBSO) by keeping these best practices in mind: 

• Please use the 16-digit LTSSMaryland Client ID and NOT the MA number in your emails. 
• Alternatively you may send the first initial and last name for the client and only the last four digits of the MA number for identification. 
• It is permitted to send the staff’s full name. 
• Avoid sending screenshots and attachments with PHI visible. If necessary delete/block any PHI. 

We appreciate your efforts as we strive to keep client information safe.

March Maintenance Recap: DDA Authorized Services Report Enhancement

In the March 2024 maintenance, MDH updated the DDA Authorized Services Report. Users are now able to view both annually authorized and monthly authorized services in a single output and can have a summary of billed services across calendar years.

This process was updated to more accurately display authorized services and the amounts billed towards the authorization cap. 

Please click here for more detailed guidance on this new functionality.

Tips for Success!

Is your agency still accumulating overlap exceptions that are delaying payment?

Well look no further! Here are 3 steps to resolve overlap exceptions in 5 minutes or less. 

1. Determine what type of overlaps you can resolve yourself. These include: 

• Staff Overlap - Same Provider: This occurs when the Staff Provider was clocked in for more than one Person at the same time 
• Staff Overlap - Same Provider, Different Program: This occurs when the Staff Provider was clocked in for more than one Person each of different programs at the same time
• Client Overlap: This occurs when two or more Staff Providers were clocked in for the same service for the same Person at the same time through the same agency
• Client Overlap – Different Program: This occurs when two or more Staff Providers were clocked in for different service for the same Person at the same time through same agencies 

2. Where to find pending exceptions 

• Services that have an overlap exception can be viewed by selecting the count for the relevant exception in the “Actions” section of the home page 
• Exceptions may also be viewed by searching via the Services tab and entering search parameters for the exception
• The EVV Services Overlap Report

The counts in the table are hyperlinks, which redirect to the Services Search Results page which lists the services included in the count. 

3. Resolving Overlaps 

Overlaps can be resolved by updating the service start and/or end times or by discarding a conflicting service / shift. 

For example: If Staff A completes their shift from 5am to 1pm and Staff B clocks in from 1am to 5am, the service would prompt an overlap exception due to the 1 minute overlap at 5am.

This can be corrected by editing either the clock in or clock out at 5 am by one minute.  Once one of the overlapping services is located, click the details button to open details of the service. Then click the blue "View Overlap Service" link to view the overlapping information

Encouraging staff to wait 1 full minute between punches can also help prevent overlapping shifts. 

This will open the connected overlapping service in a new tab, so that the two services can be reviewed side by side

To edit or discard a Service that has Overlap exception, click “Back to Summary” button on the Service which you want to edit / discard 

NOTE: Don't forget to SAVE and SUBMIT changes so the service can be reviewed by MDH before the 30-Day Deadline.

New Functionality Alert: Overnight Service Midnight Split

After the April 13, 2024 maintenance,  the LTSSMaryland Provider Portal will have a new update to how the system processes overnight services.

Starting April 12th any overnight shift will be split into two services / claims at midnight. This means hours are counted by day the services are provided and are no longer tied to the clock in date.

NOTE: There will be no change to how Missing Time Requests (MTRs) are submitted.

Please click here for more detailed guidance on this new functionality.

January MTR Deadline

Dates of service in March 2024 first become due beginning March 31st. Please refer to the below calendar for a quick reference of when MTRs are due for each date of service in March.

Missing Time Requests in the EVV App

Don’t forget! Staff are able to enter their own Missing Times in the app

• Can only submit times within the past 7 days
• Agency Admin must review, approve, and submit to MDH

• Must be submitted to MDH within 30 days of the date of service

As with agency-submitted MTRs, all staff-created MTRs must be submitted to MDH and in a "Needs authorization" status by the 30-day deadline outlined in the policy guide, in order to receive payment. Dates of service submitted after the deadline will not be paid.

While you review, don’t forget these important service statuses:

In-Progress

The provider has started to enter or review a service and needs to press the submit button prior to the service going to the Needs Authorization status. Services must be submitted to MDH no later than 30 days after the date the service was provided. 

Needs Provider Authorization

A staff member submitted an MTR via the application and the request is awaiting agency admin approval. The admin must approve and submit the service before MDH can review the service. 

The agency can reject or approve the manually submitted staff MTR. ALL approvals MUST be submitted to MDH no later than 30 days after the date service was provided.

Please note: You must use the correct MTR comment category, and both “save” and “submit” all MTRs prior to the deadline.

LTSSMaryland’s Mission

“To provide an online solution to coordinating Medicaid Home and Community-Based Services across programs.”