What the worker should do:

1.Tap my clients at the bottom of the screen

2. Find the correct Client(s) and tap View Details. 

3. Tap the View Visit Entries Icon. 

4. You will now see your time entries, including approved and unapproved visits.

4.5. If you dont see any visits here please watch the video titled:  
"EVV Issues: Visit not showing up as complete (Saved as draft vs Submitted)" 

5. If the visit is unapproved, tap View Details for the Correct month

6. You are now in the Visits section

7.  Tap the blank box next to the visit so it shows a check mark. 

8.  Tap the blue sign and submit button at the bottom

9. You should now see the Client/RP signature area and the box for the client PIN

10. Turn the phone toward the client or responsible party. 

11. Have the client or responsible party sign and enter their PIN

What the worker should do:

1. Do not pressure the client or responsible party to sign.
2. Do not sign for the client or responsible party.
3. Do not use the client’s PIN (Personal Identification Number).
4. When clocking out in the Pavillio mobile app, select Not Applicable if the client or responsible party cannot sign.
5. Add a note in the note section when clocking out explaining why the client or responsible party could not sign.
6. If a responsible party is available and authorized, have the responsible party sign.
7. If the client or responsible party cannot sign at the time of the visit, the office may use one of the following follow-up options:
   
   1. The client signs later through their Pavillio portal using the mobile app or desktop login.
   2. The worker meets with the client later to capture the signature, with a note explaining why the signature was captured later.
   3. The office reviews and approves the visit with a note explaining why the client could not sign.
   4. The office may call the client, responsible party, or representative to verify that services were actually performed.
8. Contact the office if you are unsure or having trouble with the steps above.

Worker note example:
“Client/responsible party could not sign at the time of the visit because _____. Not Applicable selected. Office notified for follow-up verification.”

Important:
Real-time clock-in and clock-out data is more important than the client signature. If possible, capturing the client signature is valuable for the audit trail. If the client cannot sign, the office should document the reason and verify services were performed.

Any recorded verification call must follow agency policy, HIPAA requirements, and consent requirements.

What the worker should do:

1. Stay respectful and do not argue with the client or responsible party.
2. Do not pressure the client or responsible party to sign.
3. Do not sign for the client or responsible party.
4. Do not use the client’s PIN.
5. If services were performed, continue submitting the visit using the live clock-in and live clock-out times captured in the Pavillio mobile app.
6. When the client signature section appears, select Not Applicable if the client or responsible party refuses to sign.
7. Add a note in the note section explaining that the client or responsible party refused to sign.
8. Notify the office as soon as possible.
9. The office may follow up with the client or responsible party by phone, Pavillio portal, or another approved method to confirm whether services were performed.

Worker note example:
“Client/responsible party refused to sign at the time of the visit. Not Applicable selected. Office notified for follow-up verification.”

Important:
A missing client signature does not mean the worker should hold back the visit if services were actually performed. The worker should submit the visit with the real-time clock-in and clock-out data captured in Pavillio, select Not Applicable for the missing signature, add a note, and notify the office.

Do not manually enter or change the clock-in or clock-out time just to make the visit look correct. The exception is for approved live-in caregiver EVV entry procedures.

If the client says services were not performed:

1. Do not argue with the client.
2. Do not ask the client to sign.
3. Do not change the visit to make it look approved.
4. Select Not Applicable if the client refuses to sign.
5. Add a note explaining that the client refused to sign and disputes that services were performed.
6. Contact the office immediately.
7. The office should review the visit before final approval or billing.

Disputed visit note example:
“Client refused to sign and stated they do not agree that services were performed. Not Applicable selected. Office notified for review.”

What the worker should do:

1. Try to clock in using the Pavillio mobile app at the start of the visit.
2. If the app will not load or there is no connection, try:
   
   1. Closing and reopening the app.
   2. Switching between Wi-Fi and cellular data.
   3. Restarting your phone.
3. If the app starts working during the visit, clock in immediately using the Pavillio mobile app.
4. Do not write down a clock-in time and enter it later. Written-down times do not count as real-time EVV location capture.
5. If you were unable to clock in live, the time before your live clock-in was not captured in real time with your location. Those hours will be out of compliance and will not be claimed.
6. If you are unable to clock in at the start of the visit because the app will not load, the app froze, or there is no connection, contact the office as soon as possible.
7. Add a note in the note section when clocking out explaining what happened.
8. Notify the office as soon as possible.
9. If this happens often at the same client’s home, contact the office before future visits. The office will review the issue and may assign an approved alternate EVV capture method, such as an office-approved FOB device or another approved method.

Worker note example:
“Pavillio app/no connection issue prevented live clock-in at the start of the visit. I clocked in as soon as the app/connection became available. Office notified for review.”

Important:
Your clock-in must be captured in real time with your location so the visit hours can stay approved. If your clock-in or clock-out was not captured live through the approved EVV method, those hours will not count.

Do not choose or use an alternate EVV method unless the office has approved it for that client and situation.

What the worker should do:

1. Try to clock in using the Pavillio mobile app at the start of the visit.
2. If there is no internet or poor signal, try moving to an area with better signal only if it is safe, appropriate, and still follows the correct service location rules.
3. You must stay within the designated geofence for the client’s approved service location.
4. If the approved services allow you to provide services in the community, select the Community option in the Pavillio mobile app for the service location.
5. Try basic troubleshooting:
   
   1. Switch between Wi-Fi and cellular data.
   2. Close and reopen the app.
   3. Restart your phone.
6. If the app starts working during the visit, clock in immediately using the Pavillio mobile app.
7. Do not write down a clock-in time and enter it later. Written-down times do not count as real-time EVV location capture.
8. If you were unable to clock in live, the time before your live clock-in was not captured in real time with your location. Those hours will be out of compliance and will not be claimed.
9. Add a note in the note section when clocking out explaining what happened.
10. Notify the office as soon as possible.
11. If this happens often at the same client’s home, contact the office before future visits. The office will review the issue and may assign an approved alternate EVV capture method, such as an office-approved FOB device or another approved method.

Worker note example:
“No internet/poor signal prevented live clock-in at the start of the visit. I clocked in as soon as the app/connection became available. Office notified for review.”

Important:
If your clock-in or clock-out was not captured live through the approved EVV method, those hours will not count.

Do not choose or use an alternate EVV method unless the office has approved it for that client and situation.

What the worker should do:

1. Make sure your phone is charged before arriving to the client’s home.
2. Bring a charger or power bank if needed.
3. If your phone dies before you clock in, you will not be able to capture real-time EVV location data through the Pavillio mobile app.
4. Do not write down a clock-in time and enter it later. Written-down times do not count as real-time EVV location capture.
5. If you were unable to clock in live, the time before your live clock-in was not captured in real time. Those hours will be out of compliance and will not be claimed.
6. If your phone turns back on during the visit, clock in or clock out immediately using the Pavillio mobile app.
7. If your phone died and the app shows extra hours because you could not clock out on time, do not claim time you did not work. Notify the office immediately so the visit can be reviewed.
8. Any time after you actually stopped providing services will be out of compliance and will not be claimed.
9. Add a note in the note section when clocking out explaining what happened.
10. Notify the office as soon as possible.

Worker note example:
“My phone died and prevented live EVV capture. I clocked in/clocked out as soon as my phone was working again. Office notified for review.”

If the phone died and the visit stayed open too long:
“My phone died during the visit and I was unable to clock out at the actual end time. The visit ended at _____. The app clock-out time may show extra time that was not worked. Office notified for review.”

Important:
If your clock-in or clock-out was not captured live through the approved EVV method, those hours will not count. Time that was not actually worked will not be claimed.

What the worker should do:

1. Before clocking in, carefully confirm that you selected the correct client.
2. If you realize you selected the wrong client before submitting the visit, stop and contact the office immediately.
3. Do not continue the visit under the wrong client.
4. Do not ask the wrong client to sign.
5. Do not submit the visit under the wrong client.
6. If the correct client is available in the app, clock in under the correct client immediately using the Pavillio mobile app.
7. The time before the correct live clock-in was not captured correctly under the correct client. Those hours will be out of compliance and will not be claimed unless the office determines there is an approved correction process.
8. Add a note in the note section when clocking out explaining what happened.
9. Notify the office as soon as possible.

Worker note example:
“Wrong client was selected by mistake. I stopped and clocked in under the correct client as soon as I realized. Office notified for review.”

Important:
EVV must be captured for the correct client. Time recorded under the wrong client does not count as compliant EVV for the correct client unless the office reviews and confirms an approved correction process.

What the worker should do:

1. Confirm you are logged into the correct Pavillio account.
2. Click the My Clients icon on the bottom of the Pavillio mobile app screen. Make sure you are not on the Dashboard or another screen. The selected icon will be highlighted blue.
3. Check that you are looking at the correct client list.
4. Try refreshing the app.
5. Try closing and reopening the app.
6. If the client still does not show, contact the office immediately. The office can assign the client to your profile in a timely manner if the client is missing from your account.
7. Do not select a different client just to clock in.
8. Do not write down a clock-in time and enter it later. Written-down times do not count as real-time EVV location capture.
9. If the client appears during the visit, clock in immediately using the Pavillio mobile app.
10. If you were unable to clock in live under the correct client, the time before your live clock-in was not captured in real time for that client. Those hours will be out of compliance and will not be claimed.
11. Add a note in the note section when clocking out explaining what happened.
12. Notify the office as soon as possible.

Worker note example:
“Client was not showing in the Pavillio app. I checked the My Clients section and contacted the office. I clocked in when the client became available in the app. Office notified for review.”

Important:
Do not clock in under the wrong client. If your clock-in or clock-out was not captured live through the approved EVV method for the correct client, those hours will not count.

What the worker should do:

1. Review your visit before leaving the client’s home.
2. Make sure the visit is fully submitted, not just saved as a draft.
3. Check for missing items, such as:
   
   1. Clock-out.
   2. Client or responsible party signature.
   3. Service information.
   4. Required notes.
4. If the visit is stuck in draft, pending, or incomplete status, try to complete the missing section while you are still at the visit.
5. If you cannot fix the issue, contact the office as soon as possible.
6. Do not create a duplicate visit unless the office instructs you to do so.
7. Do not manually change clock-in or clock-out times just to make the visit look correct.
8. Add a note in the note section when clocking out explaining what happened.
9. Click the attached link for visual instructions on how to fix this issue.

https://youtu.be/3i3aK52nsh4?si=SfB89g21YnoeHHXR

           10.Notify the office as soon as possible.

Worker note example:
“Visit was stuck in draft/pending/incomplete status. I reviewed the visit and was unable to complete it without office assistance. Office notified for review.”

Important:
A visit saved as draft, pending, or incomplete may not be fully submitted. Review your visits daily and report issues right away.

What the worker should do:

1. Stop and ask for help before making changes you are unsure about.
2. Do not guess.
3. Do not manually enter or change clock-in or clock-out times just to make the visit look correct.
4. Do not write down a clock-in time and enter it later. Written-down times do not count as real-time EVV location capture.
5. Do not sign for the client or responsible party.
6. Do not use the client’s PIN.
7. Do not select the wrong client or wrong service just to submit the visit.
8. Add a note in the note section when clocking out explaining what happened.
9. Notify the office as soon as possible.

Worker note example:
“I am unsure how to correct this EVV issue and do not want to enter incorrect information. Office notified for assistance.”

Important:
If your clock-in or clock-out was not captured live through the approved EVV method, those hours will not count. It is better to contact the office right away than to guess and create a bigger issue.

When to send screenshots:

1. If you are having a technical issue with the Pavillio mobile app, screenshots can help the office understand the problem faster.
2. Examples of when to send screenshots include:
   
   1. The app will not load.
   2. The client is not showing.
   3. The visit is stuck in draft, pending, or incomplete status.
   4. An error message appears.
   5. The signature section is missing.
   6. The app screen does not look like the instructions.

HIPAA Reminder:
Do not include PHI or unnecessary private client information in screenshots. Keep screenshots HIPAA compliant.

Before sending a screenshot, avoid showing information such as:

1. Client full name.
2. Client date of birth.
3. Client address.
4. Medical information.
5. Diagnosis or care details.
6. Medicaid or insurance information.
7. Any private client information that is not needed to explain the app issue.

If possible, crop or cover private information before sending the screenshot.

What to do:

1. Take a screenshot of the technical issue.
2. Make sure the screenshot does not include PHI or unnecessary private client information.
3. Email the screenshot to: izaiah@ayabihomcare.com
4. In the email, include:
   
   1. Your name.
   2. Visit date.
   3. Brief explanation of the issue.
   4. Client initials only, if needed.
5. If you do not know how to take or send a screenshot, call the office for further assistance.

Email example:

Subject: Pavillio App Issue

“Hello, I am having an issue with Pavillio. My client is not showing in the app. I attached a screenshot without PHI. My name is _____. The visit date is _____. Client initials are _____. Please assist.”