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IVR FAQ's Powered By Docstoc
					IVR FAQ's

What is the basic premise of Care Call?
When a worker arrives at a client's home to begin providing services, the worker calls Care Call
to Check In. After services are complete, the worker calls Care Call to Check Out. Top

What is the Care Call Phone Number?
1-888-978-CARE (2273) Top

How often is Care Call available?
The toll- free number is available anytime day or night. Top

What does Care Call allow the worker to do when they call Care Call?
It allows the worker to 1) Check in and Check Out when providing care at a client's home, 2)
Enter their Worker ID, identify the Client and identify Services during Check In/Out, or 3)
Check the Client Medicaid Eligibility Status. Top

What are the four keys every worker should know before calling Care Call?
1) Care Call Phone number, 2) their Worker ID, 3) the client's CLTC #, and 4) the services he or
she is providing. Top

What is the Worker ID?
The worker ID number is an 8-digit number. The first four numbers will be the same as the four
numbers in the individual provider number (the four numbers after the EX). Providers are
strongly recommended to make the last four digits of the ID to be the last four digits of the
employee's social security number. This should be an easy number to remember. Top

What is the CLTC#?
Each client in the Community Long-Term Care (CLTC) program is given his or her own CLTC
identification number. This number is found on the authorization sheet for the client. It is being
used by Care Call to identify the client when the worker calls into the system from an unknown
place. Top

What are the services included in Care Call?
Personal Care I, Personal Care II, Companion, Attendant, RN, or LPN. Top

Does Care Call replace the use of the HCFA1500 forms for filing claims?
All services entered via the Care Call system will no longer require use of the forms. Top

What if a worker gets a busy signal?
This should not occur because the vendor, GovConnect, has included enough lines for the
expected volume. However, there is always a possibility that on a given day at a given moment
the lines may be overwhelmed with calls. If this occurs, please hang up and dial again. In most
cases, the lines will be cleared. If it is still busy, try once again and it should be clear. If there is a
persistent issue, please notify CLTC as soon as possible. Top
WHAT DO I DO IF I check in but forget to check out?
Call your supervisor and let him or her know what you did, what client you were serving, and
what time you left the client. Top

WHAT DO I DO IF I forget to check in?
If you are near the beginning of your visit, go ahead and do a check in. Then let your supervisor
know the check in was phoned in late and let the supervisor know what time you started caring
for your client. If you don't remember until the end of your visit, go ahead and check out when
you leave. Then call your supervisor and let him or her know you forgot to check in and what
time you got to the client's home. Top

WHAT DO I DO IF I forget to check in and check out?
Call your supervisor and explain what happened. Top

WHAT DO I DO IF I am in the process of checking in and realize I have made a mistake?
Care Call will let you change the information before you complete the check in. You can go back
by pressing the # button on the phone during the call or you can go back at the end by pressing 2
to say the information is not correct. Top

WHAT DO I DO IF I have already checked in and realize I made a mistake?
When you check out, Care Call will give you a chance to change the information and make it
correct. Follow the instructions Care Call gives you. Top

WHAT DO I DO IF I have checked in and checked out and realize I have made a mistake?
Call your supervisor and explain what happened. Top

What should a worker do if there is an emergency with the client?
He or she should notify the supervisor. Top


Where do I go for Website Help?
Each screen has four tabs to direct the USER to helpful information, such as SC Staff online
instructions, Provider online instructions, contact SC DHHS, and Frequently Asked Questions.

How can I customize the Reports I run?
The Report Filtering and Sorting screen is the same for each of the three reports. The difference
is in the output of the data. Top

How do I Access the Care Call Website?
Go to the link under the CLTC instructions tab for Website. Top
How do I Reconcile Data?
Go to the link under the CLTC instructions tab for Website. Top

What is an Acceptable Password?
Passwords must be between 6-8 characters in length. Top

How are Subscription Fees Determined?
Subscription fee amounts are calculated from previous claim volumes. Top

How can Payment be made for a Subscription?
Payment can be made via a credit card, or via an ACH debit. If payment is made via an ACH, a
2-day wait period is required for the funds to clear. Providers are unable to access the site until
the funds clear. Top

Will I be Notified when my Subscription will end?
When a provider's subscription will expire in 10 days or less, a notice will appear when they log
on. Top

Why am I getting blank results when I filter the Exception report by A2 only?
When running the Exceptions report, users should not select a specific Worker ID when filtering
for A2 exceptions only. If so, it will be a blank report. Top

Can Groups subscribe or is each Provider required to subscribe individually?
Larger Providers with multiple locations may subscribe as a group or individually. Providers
who subscribe individually but are part of a larger group of Providers will have a separate
subscription than the Group will have if they subscribe. Top

Why does my report show a worker ID in the header line with no name?
During a Care Call Check In, an incorrect Worker ID was entered for one of your clients. Top

How do I filter a Provider report so I receive the information I'm searching for?
Using the date and another specific search criteria such as Worker ID, you can pinpoint
information for a specific worker in your employ for the date range selected. Top

How do I sort my reports correctly so I can view the results by worker?
Currently, you need to filter by one specific date at a time and sort by Worker ID. Top