Electronic Visit Verification (EVV)

CR Mobile / Electronic Visit Verification (EVV) CentralReach and Netsmart (Tellus) Support for EVV

Netsmart (Tellus) is the Electronic Visit Verification (EVV) vendor for Medicaid in select states and regions. CentralReach has an integration to submit claims requiring EVV verification through Netsmart (Tellus). Please route questions, as recommended below.

Please contact Netsmart (Tellus) for the following:

  • Netsmart (Tellus) registration (Sign up here)
  • Netsmart (Tellus) portal training (View claims training)
  • Netsmart (Tellus) portal lockouts
  • Claim status in Netsmart (Tellus)
  • Questions about claim reason codes
  • Claims that are accepted by Netsmart (Tellus), but rejected by the payor

Contact Netsmart (Tellus) using the information below:

Please contact CentralReach for the following:

  • CR Mobile training (View playbook or online course)
  • CR Mobile or CentralReach issues
  • Claims that are immediately rejected by Netsmart (Tellus)
  • Auditing for missing information. The most common missing information for Netsmart (Tellus)/ACHA claims include:
    • Missing or Incorrect Medicaid ID
    • Wrong NPI/EIN
    • Missing Date of Birth (DOB)

Electronic Visit Verification (EVV) / Scheduling Geocoding Locations

CentralReach has implemented a geocoding service to validate service locations, which is used for scheduling appointments. Latitude and longitude coordinates are now added with location addresses when adding, editing, and updating calendar locations from the Contacts and Scheduling modules.

CentralReach can geocode:

Claims / Clearinghouses / CR Mobile / Electronic Visit Verification (EVV) Netsmart (Tellus) – The In’s and Out’s

The Florida Agency for Healthcare Administration’s (AHCA) program has contracted Netsmart (Tellus) to be used for Electronic Visit Verification (EVV) in Florida Medicaid regions 9, 10, and 11. CentralReach is integrated with Netsmart (Tellus) to support seamless EVV claim submission.

Connecting CentralReach to Netsmart (Tellus)

In order to link Netsmart (Tellus) to your CentralReach account, providers need to sign up for Netsmart (Tellus). A gateway should also be set up in CentralReach for Netsmart (Tellus). Once users have an account with Netsmart (Tellus), they will have access to a portal to view the status of claims in Netsmart’s (Tellus’) claim dashboard.

Organizations must:

Please note, if multiple services were provided for the same client on the same day, the claims should not be combined.

Secondary Billing

If billing the Florida Agency for Healthcare Administration (AHCA) as the secondary, the primary payor must use the CR Mobile workflow with visit verification enabled. Users must then receive an electronic payment from the payor and generate a secondary claim.

Rendered Service Files

CentralReach will send a rendered service file with all required fields to Netsmart (Tellus). The “Responses” section of the Claims Manager will update with an “accepted” or “rejected” status. If the file is accepted, providers can log into Netsmart’s (Tellus’) portal and release the file for Netsmart (Tellus) to generate an 837 claim to send to Medicaid. Netsmart (Tellus) may take up to 4 hours to process the file and make it available in the portal. If it does not appear in that time period, please contact Netsmart (Tellus) support. If the file is rejected, it will state the information that was incorrect. Once the file is corrected, it can be resent to Netsmart (Tellus).


Standard clearinghouse fees apply.

Click here to learn more about CR Mobile and Netsmart (Tellus).
Click here for Netsmart (Tellus) portal resources and training.

Electronic Visit Verification (EVV) Netsmart (Tellus) Reason Codes

When any change to EVV data is made or validation fails, Tellus users with the (Billing > Manage Timesheets) permission enabled must input reason codes in visits to bypass exceptions on draft timesheets and timesheets. The reason codes input must also be accepted by the state the services were rendered in. For example, if services were rendered in Florida, the list of reason codes users can view and select from will only display reason codes accepted by Florida.

Please note, if Telehealth is being used for outpatient therapies, such as physical, occupational, and speech therapies, visits do not need to have Electronic Visit Verification (EVV) enabled.

Below are CR codes accepted by Tellus:

CR Codes Tellus Codes
CR01: Missing or incorrect address on appointment 105: Services provided outside the home – Supported by the service plan
CR02: Error collecting GPS coordinates 800: GPS coordinates not matches
CR03: Wrong service selected 999: Other
CR04: Device malfunctioned 310
CR05: Staff failed to clock in/clock out 910: Attendant or assigned staff failed to clock/call in and out – Verified services were delivered (Warning: may result in audit)
CR06: Telehealth 9168

Please note, “CR02” must be used when latitude and longitude are not recorded by a GPS-enabled device. If the client’s GPS coordinates are not automatically captured, the “CR02” reason code notifies Tellus of either uncaptured coordinates or a Telehealth visit.

Click here to learn more about Tellus.

Electronic Visit Verification (EVV) / Permissions Time Zone Permissions

Time zones default to geolocated addresses found within appointments. Users cannot edit time zone defaults unless they have the following permissions enabled in the Permissions module:

  • (Scheduling > Access):
    • Basic access to the  Scheduling module.
  • (Appointments > Allow Edit Timezone): 
    • Allows users to edit time zones in appointments.

Click here to learn more about time zones in appointments.

Click here to learn more about  Scheduling module permissions.

Electronic Visit Verification (EVV) Time Zone Selectors

Time zones default to either the current user’s time zone or a geocoded address in an appointment. To use time zone selectors and make changes to time zone defaults, users must have permissions enabled in the Permissions module.

For EVV compliance, users are required to select a UTC time zone from a list of IANA time zones when:

  • Scheduling appointments: scheduling an appointment in a different time zone, users are required to select a time zone when inputting the appointment date and time.

  • Converting timesheets: inputting the “Time Worked.”

Each time zone field will pre-populate with the current user’s or browser’s localized time zone. If scheduling an appointment or converting a timesheet using the same time zone as the current user, users do not need to edit these fields. 

  • For instance, in the above image of the timesheet, because the current user is located in New York, the timezone drop-down next to “Time Worked” defaulted to “America/New_York.” The user would only need to select a different time zone in the drop-down if the service provided did not occur in the “America/New_York” time zone.

Users can select a different time zone in the drop-downs if the scheduled appointments or converted timesheets occur in different time zones than the current user. Time zone drop-downs will display the five most recent time zones selected under “Recently Selected.”

Click here to learn more about time zones in appointments.

Electronic Visit Verification (EVV) / Scheduling Time Zones in Appointments

Appointments and calendar events in the Scheduling module are localized and default to one of three time zones, in the following order:

  1. Computer time zone: if a client or service location has not been added to the appointment, then the time zone will default to the current user’s time zone.
  2. Client: once a client has been selected, their time zone will be selected by default if their address in the “Basics” section of their profile is geolocated.
  3. Client service address: if a service location has been added to the appointment and has been geolocated, then the time zone will default to the time zone based on the service location’s address.

For billing purposes, the client’s time zone should always be selected by default when the client’s address is geolocated.

Please note, time zone defaults cannot be modified on the timesheet or billing entry unless users have permission to do so.

The current user’s time zone is used to render calendar events. 

  • For example, if the current user is located in New York and the calendar includes an appointment in California at 12 PM, PST, the calendar will display the appointment at 3 PM, EST.

If the current user’s or client’s time zone differs from the appointment’s time zone, a globe icon will display in “View My Calendar” when hovering over the appointment.

Please note, View as Grid does not render appointment times.

The service date, time, and time zone also appear in the “Appointment Details.” For mobile users, start and end times display next to “Tracked Time” and indicate whether the times were tracked in either CR Mobile or CR GO.

Click here to learn more about time zone selectors.

Electronic Visit Verification (EVV) Visit Verification Filters

The “Visit Verification” grid can be filtered by:

  • Entering search terms, such as contact, billing, and service code labels, and places of service, in Search Visit Verification.
  • Clicking the funnel icon and then the Filters tab. Filters in this tab allow users to filter entries by state, payor, multiple places of service, and Sandata status.
  • Clicking the Date range and selecting:
    • Today
    • Yesterday
    • Last 7 days
    • Last 30 days
    • This month
    • Last month
    • Custom Range: after selecting the date range in the calendar, click Apply to filter the grid by the data range or Cancel to exit the calendar
  • The All, Pending, Accepted, Rejected, Error, or Unsent Sandata statuses above the grid

  • Hovering over any field within the “Client,” “Provider,” “Location,” “Billing Provider,” and “Service / Auth” columns and selecting the funnel icon to filter the grid by that field.
  • The refresh icon on the left-hand side refreshes the screen based on the filters selected. Views from filtered screens can be saved and revisited later.