Electronic Visit Verification Information

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What’s New?

In this section, you will find any changes and new information, as well as updates you should be aware of as you move forward with EVV implementation.

New Information

An AuthentiCare demonstration will be held on Tuesday, July 28 from 10:00am to 11:30am (CST) via a Microsoft Teams meeting. An invitation has been sent to your email. If you did not receive an email, please contact evvarkansas@dhs.arkansas.gov.


  • In the EVV webinar held on July 14, we stated that landlines would only be accepted for the beneficiary. However, we have received clarification from CMS and we can now accept beneficiary cell phones.

  • Beneficiary signatures will not be required at this time due to the circumstances around Covid-19.

EVV Overview

The 21st Century Cures Act—which was signed into law in 2016—requires state agencies to implement a system of electronic visit verification (EVV) for personal care services and home health care services provided and reimbursed under Medicaid. The EVV mandate is designed to enhance quality and accuracy of care services.

On October 22, 2019, CMS approved the Arkansas EVV Good Faith Effort Exemption request. This means the State has until January 1, 2021 to implement the EVV program. For this initial implementation, EVV will be used for personal care, attendant care and respite services. EVV is required to be implemented for Home Health by January 1, 2023.

Electronic Visit Verification is a process that uses electronic means to verify care provider visits for personal or home health care services. The information collected during visits includes:

  • the date of service provided
  • the start time and end time for service provided
  • the type of health care service performed
  • the location of the service provided
  • information about the service provider.

EVV offers a modern way for care providers to record their visits by location, time, and tasks. Visits can be logged using an app on the caregiver’s cell phone or the member’s landline phone.

Provider Enrollment Requirements

  • All caregivers who will be using EVV for personal care, attendant care and respite services must enroll with Arkansas Medicaid. This is a mandatory requirement that must be met for agencies to bill services.
  • The enrollment process is currently open and must be completed by September 30, 2020.
  • Caregivers can enroll online through the Provider Portal, or by filling out and mailing in a paper application.
  • Once the caregivers are enrolled, they will be given a provider number which may also be called a PIN (personal identification number).

More information about enrolling as a Medicaid provider can be found on the Provider Portal.

Training Information and Important Dates

Training Information

Who? Provider agencies Provider agencies Provider agencies Caregivers Provider agencies and caregivers Third-Party EVV Vendors
What? Communication about training from DHS Train-the-Trainer workshops from Fiserv Training delivery from Fiserv Training delivery from provider agencies Continued training delivery and support from Fiserv Aggregator training workshops
When? August 2020 Late August 2020/
early September 2020
Early September 2020 to early November 2020 Mid-September 2020 to early November 2020 Early November 2020 to February 2021 Late August 2020/ early September 2020
Where? EVV webpage Web-based Web-based Web-based and
Web-based Web-based

Important Dates

August 7, 2020: EVV system selection
All provider agencies must choose to use either the State-sponsored EVV solution (AuthentiCare) or choose to use a third-party EVV vendor. Agencies must notify DHS of this choice by the date above.

September 30, 2020: Enrollment ends
All caregivers must be enrolled in Arkansas Medicaid by applying for a practitioner ID number (PIN)

Late August / Early September 2020: Train-the Trainer Workshops begin
Fiserv trains provider agencies on how to train their own staff, and equips them with materials to deliver training  

Late August / Early September 2020: Third-party EVV aggregator training workshops begin
Fiserv works with third-party EVV system vendors to ensure aggregation  

September 2020: Provider agency training begins
Fiserv trains provider agencies on AuthentiCare website and mobile application  

September 2020: Caregiver training begins
Provider agencies train their own staff on AuthentiCare website and mobile application  

November 10, 2020: EVV system go-live

Fiserv and AuthentiCare

DHS has partnered with Fiserv (formerly First Data Government Solutions) in the implementation of an Electronic Visit Verification (EVV) system. Fiserv, headquartered in Wisconsin, was established in 1984 and now serves clients in more than 100 countries. Fiserv enables innovative financial services experiences for the way people live and work today. Their solutions connect organizations in secure and reliable ways.

As Arkansas prepares for an EVV system implementation, Fiserv will bring expertise with their product, called AuthentiCare. AuthentiCare is an automated solution that streamlines operations and promotes quality of care. AuthentiCare is smartphone compatible and can be used on multiple devices in a flexible and secure way. It offers real-time reporting and monitoring. Fiserv’s team is committed to working with DHS to ensure a smooth implementation of the EVV system.

The AuthentiCare solution, provided by Fiserv, is an electronic application. AuthentiCare’s mobile application is available on Android and iOS, and simply requires the user to download and install the app from the Google Play Store or the Apple App Store. AuthentiCare is also accessible from the beneficiary’s landline, if available. Check out the AuthentiCare webpage (HTML, new window) for more detailed information and to get a look and feel of how the system may function for you.

Third-Party EVV Option

Each agency must make a choice about which EVV solution they want to use. This choice must be made by August 7, 2020.

Arkansas has opted to use an open vendor model; this is a hybrid model in which the State contracts with one EVV system vendor and allows providers and managed care organizations (MCO) the option to use either the State-selected EVV vendor or a third-party vendor (new or existing) as long as it meets the State’s requirements.

Arkansas has contracted with Fiserv to offer AuthentiCare as the State-selected EVV system vendor for agencies at no cost. You may still use your existing EVV system vendor if it meets the following criteria:

  • Must be able to comply with 21st Century Cures Act
  • Must be able to configure your system to match the Arkansas DHS EVV System Rules and provide attestation that the configuration settings have been applied
  • Must be able to capture all the data fields required as specified in the AuthentiCare Data Aggregator Interface Guide and successfully transmit the information via one of the approved transport methods to Fiserv for upload into AuthentiCare for daily claims processing

If your chosen EVV system vendor cannot meet the above criteria, you must either choose a new EVV system vendor or move to the State-selected EVV vendor—AuthentiCare.

All Arkansas Medicaid provider agencies must inform DHS of their decision by completing the Arkansas EVV Declaration Form (HTML, new window). This form must be completed whether you choose to use AuthentiCare or a third-party system.

The Arkansas DHS EVV System Rules for a third-party EVV system vendor can be found below. Please send any questions you may have to ARthirdpartyevv@dhs.arkansas.gov.

Documents and Resources

Here you will find required documentation and resource materials, including previous communication that may have been shared via email.

Required for Third-Party Integration

Arkansas DHS EVV System Rules

The provider or third-party EVV system vendor must be able to meet the requirements as defined in the AuthentiCare Data Aggregator Interface Guide (PDF, new window) and are required to transfer/upload a daily visit file for claims processing.

All third-party EVV systems must be in compliance with the 21st Century Cures Act and must capture the following elements:

  1. The type of service performed
  2. The individual receiving the service
  3. The date of the service
  4. The location of the service delivery
  5. The individual providing the service
  6. The time the service begins and ends

The third-party EVV system vendor must configure the system with the following rules:

  1. Scheduling must not be mandatory
  2. English and Spanish languages must be available
  3. Check in and out must be available via mobile and Interactive Voice Response (IVR) landlines
  4. Geo Fence must be set at 1/8 of a mile
  5. Early visit threshold must be set at 7 minutes
  6. Last visit threshold must be set at 7 minutes
  7. Missed visit threshold must be set at 30 minutes
  8. Unit calculation must follow DHS guidelines:

    Minutes Units
    0 min–14 mins 0 units
    15 mins–29 mins 1 unit
    30 mins–44 mins 2 units
    45 mins–59 mins 3 units
    60 mins–74 mins 4 units
    75 mins–89 mins 5 units
    90 mins–104 mins 6 units
  1. Passwords must meet the following criteria:
    • Minimum of 9 characters, at least 1 uppercase letter, 1 lowercase letter, 1 number, and 1 special character
    • The user’s password cannot be one of the last 10 passwords
    • Passwords are required to be changed every 60 days
    • The user will be locked out after 3 failed login attempts
  2. Access must be role-based driven access
  3. The third-party EVV system must be able to receive prior authorizations and client membership information from Arkansas DHS sources
  4. The third-party EVV system must be able to handle exceptions as noted below:

    Exception Exception Level Exception Description
    Authorization Units Informational The visit was performed for a number of units that is beyond the units available on the authorization.
    Duplicate Visit Critical This visit was found to be a duplicate of a previously filed visit.
    Client Eligibility Critical The client was ineligible at the time of the visit.
    Worker Eligibility Critical The worker was ineligible to perform services at the time of the visit.
    Out Of Fence Check In Critical The check in location does not match the client’s location.
    Out Of Fence Check Out Critical The check out location does not match the client’s location.
    Activity Code Missing Informational The visit requires an activity code to be entered upon check out, and no activity code was entered.
    Phone Check In Critical The visit check in phone number does not match the authorized phone number for the client.
    Phone Check Out Critical The visit check out phone number does not match the authorized phone number for the client.
    Overlapped Service Critical The client is receiving multiple services at the same time.
    Overlapped Claim Critical The provider is providing services for a member for multiple services at the same time.
    Overlapped Worker Critical The worker is providing services to multiple clients at the same time.
    Attestation Informational This visit does not have client attestation.

Frequently Asked Questions for Providers

General Questions

Enrollment Questions

Communication Questions

Training Questions

What is EVV and why is it being implemented?

Centers for Medicare and Medicaid Services (CMS) mandated that all states implement Electronic Visit Verification (EVV) for agencies and/or caregivers providing in home personal care, attendant care and respite services. This federal requirement is the result of the 21st Century Cures Act (HTML, new window). EVV protects clients and ensures they get the care they need.

Visits will be electronically verified with the following information:

  • Type of service performed
  • Individual receiving the service
  • Date of service
  • Location of service delivery
  • Individual providing the service
  • Time service begins and ends

What is required of the agency?

Arkansas is providing a State-funded EVV solution called AuthentiCare, which means there is no cost to providers for the software. You can choose to use a different EVV vendor, but at your expense. If you do this, it is critical that your chosen vendor integrates with the State’s vendor, Fiserv. This is called Third Party EVV integration. Your vendor will be required to send the EVV data the State needs to verify visits and validates claims. If going with a non-State solution, please ensure integration capabilities.

AuthentiCare is a bring-your-own-device model that is simple to use. Staff complete reporting of visits via an AuthentiCare application (app) on their smartphones or member’s landline. This will streamline reporting activities, increase accuracy, and make the process easier for provider organizations.

Can an agency opt-out?

You must comply with the 21st Century Cures Act, whether through the State-funded solution or through a third-party EVV vendor. If you chose to opt-out, you will not be reimbursed by Arkansas Medicaid for Personal Care, Respite, or Attendant Care services rendered.

As an agency, is this going to cost me anything?

There is no charge to the provider agencies for the State-funded EVV system. If you choose a different solution the State will not cover those costs.

Is the system tracking me everywhere I go?

No. GPS only activates at the time of check-in and check-out, and location is turned off as soon as you close the app.

Will each of my caregivers need to apply for an individual PIN?

Yes, each caregiver will need to apply for their own PIN. The process to obtain a PIN is found on the Arkansas Medicaid website for EVV under Enrollment.

When does enrollment need to be completed by?

Caregiver enrollment must be completed by September 30, 2020.

How will I be kept up to date on EVV?

The State will continue to update the Arkansas Medicaid website with more EVV information. Providers may also receive communication thru email and provider bulletins. Please check this page regularly for new information. Additionally, provider enrollment information is located on the “What’s New” section of the Provider Enrollment Portal (HTML, new window).

What do I tell my employees?

Both Fiserv and the State have resources to help you communicate the change to employees. We encourage you to communicate often because accurate, timely, and transparent information is essential to helping employees understand and feel comfortable with the change.

How can I ask questions and offer feedback?

There will be an opportunity in all training sessions to both ask questions and provide feedback. Additionally, if you need to communicate to someone directly and outside of a training, please contact: EVVarkansas@dhs.arkansas.gov

Will training be offered?

Yes. Fiserv will conduct training for providers, with assistance from the State. Fiserv will provide user manuals, presentations, and other training material for your staff. The Fiserv training team will work with providers to make sure you feel equipped to use AuthentiCare moving forward.

Will there be a separate training for direct care workers?

The State offered training is for provider agencies only. Provider agencies are responsible for training direct care workers. Fiserv and the State will equip providers with all necessary training materials and resources in order to do this.

Frequently Asked Questions for Beneficiaries

What is EVV and why is it being implemented?

Centers for Medicare and Medicaid Services (CMS) mandated that all states implement Electronic Visit Verification (EVV) for agencies or caregivers providing in home personal care, attendant care and respite services. This federal requirement is the result of the 21st Century Cures Act. EVV protects you as beneficiaries and ensures you get the care you need.

Your caregiver will use EVV, and their visits with you will be electronically verified with the following information:

  • Type of care
  • Date of service
  • Location of service
  • Name of caregiver
  • Your name
  • Begin and end time of service

This electronic reporting will either be done using an application on your caregiver’s mobile device or by using your own home landline telephone to call into the system.

What is required of me?

We ask for your understanding and patience as your caregiver works to learn a new system. It will likely be an easy transition, but there could be bit of a learning curve early on.

We are also asking that if your caregiver does not have their own mobile device, that you make your home landline telephone available for them to call in to the system. The call from your phone must only occur if you have a landline.

If I do not want to have my caregiver use my phone, will I still receive services?

Yes. Electronic Visit Verification will never impact the services you are provided. If you do not wish to allow your caregiver to use your landline phone to call into the EVV system, there are multiple other options for your caregiver to capture their time that do not require your phone.

Will I need to have anything installed in my house for EVV to work?

No. Your caregiver will use their mobile phone to capture their visit information. If they do not have a mobile phone, they will use your landline to call in to the system.

If I move, or change care providers, will I need to do anything to keep EVV going?

No. Electronic Visit Verification does not require any actions on your part. If you change your caregiver, or move to a new residence, the EVV system will continue at your new location and will be performed in the same way by your new caregiver.

Am I being recorded or tracked with this system?

No. GPS is only tracked on the caregiver’s mobile phone at the time of check-in and check-out.

How will I receive information about EVV?

You can continue to check this webpage for updated information about EVV. Your caregiver and/or provider agency will also communicate with you regarding their EVV implementation.

How can I ask questions and offer feedback?

If you have any questions about EVV, or wish to provide feedback, please contact your caregiver and/or provider agency.

Where can I get more information?

You can read about EVV and the 21st Century Cures Act by visiting this website: https://www.fda.gov/regulatory-information/selected-amendments-fdc-act/21st-century-cures-act (HTML, new window)