Customer Journey Series:Zach Owen - Compliance with State Medicaid EVV Regulation
Zach was only interested in EVV (Electronic Visit Verification) because he wanted to get reimbursed for his medicaid patients. He was convinced that was all he needed.
This is a composite customer based on several real-life Rosemark clients to show you how Shoshana Technologies and its customers interact.
State Medicaid EVV Requirements
“I only want the bare minimum to fulfill the State requirements for EVV. I have been running my agency the same way for years and I’m not changing anything that I don’t have to!”
That is what Zach said when he called us to inquire about our EVV (Electronic Visit Verification) tools. He didn’t want customer service. He didn’t want us to learn about his business. Because of the 21st Century Cures Act, he just wanted to have EVV in place so he could get reimbursed by the State Medicaid system (in Zach’s case it was in the state of Missouri) if you don’t use EVV you don’t get reimbursed by the State, period.
Zach did have one technical concern. How would he handle it if some of his caregivers did not have smartphones. He wondered how they would record the data he needed for state reporting?
Because of the 21st Century Cures Act, he just wanted to have EVV in place so he could get reimbursed by the State Medicaid system.
EVV Concerns Addressed
We explained that our EVV had different components that he could mix and match with telephony depending on the situation. Caregivers without smartphones would use the client’s landline to clock in and out and to verify that certain tasks were completed for that client. The others would use their smartphones to clock in and out, record tasks, obtain signatures, receive shift offers, shift reminders, and much more.
There were other features available to him with Rosemark’s EVV only than he thought he needed but it didn’t cost extra and might come in handy in the future. He would keep an open mind and so he signed up. Rosemark’s EVV was up and running for him the next day. He was able to get all of his caregivers using it within a week. It was like herding cats but he focused on it and got it done.
He soon saw the fruits of his labor appear. His worries about compliance faded as the new EVV and task reporting enabled him to bill the State and answer questions of State auditors without missing a beat. His concerns about the future settled down as he realized that Rosemark was not just a piece of software but a team of people looking ahead through the rapid industry changes.
There were other features available to him with Rosemark’s EVV only than he thought he needed but it didn’t cost extra and might come in handy in the future.
Zach was a smart guy and liked learning new things. He quickly began taking advantage of his access to the Rosemark Customer Center. This gave him a wealth of information about home care operations, best practices in home care, and a great user’s guide to Rosemark’s scheduling software and all of its features. It became apparent he could streamline his day to day operations, enable better accountability in his office staff, and be compliant with the state by using all of Rosemark, not just the EVV component.
A few months later he began that conversation with us. He found it was going to be a seamless transition to the full Rosemark suite. We turned on his new features within minutes. He was ready to start scheduling, and now he could link shifts with billing and payroll. Since he had already been using Quickbooks for billing and payroll, the Rosemark customer care team at Shoshana Technologies worked with Zach to integrate Rosemark/Quickbooks sync. Now instead of billing and payroll taking two days to do, it was processed in one morning. Zach said this one feature was worth the price of Rosemark alone! Zach is still finding new fun tools in Rosemark that create shortcuts in his office work, enabling his business to grow day after day.
He was really feeling that the Rosemark and the Shoshana team were his partners in his home care business, that the Shoshana team really stood behind their words. With many of his processes streamlined now he was free to grow to the next level.
We hope you enjoyed the Zach Owen journey and remind you that it is a composite of several customers. If you are interested in speaking to one or more or our customers that fit this basic profile, please let us know and we will facilitate a connection.
His concerns about the future settled down as he realized that Rosemark was not just a piece of software but a team of people looking ahead through the rapid industry changes.
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