Work the EVV exceptions queue

Outcome

Every EVV exception is triaged within your SLA, the verification chain is restored where possible, and what cannot be fixed is documented with a reason note so the receivable side has the audit trail it needs.

Prerequisites

Scope	What it lets you do
evv.exception.read	View the queue
evv.exception.write	Triage / resolve / waive
clinical.attendance.write	Adjust the underlying service event

The queue

/evv/exceptions. Filters:

Filter	Default
Type	All
Date	Last 7 days
Member	All
Provider	All
Source	All
Status	OPEN, IN_PROGRESS

Common types:

Exception	Cause	Typical resolution
MISSING_CHECKOUT	Visit started, never closed	Provider closes from the app, or staff records check-out manually with reason.
GEOFENCE_MISS	Check-in or check-out outside facility geofence	Verify with provider; either correct member's address (if home-based service moved) or waive with reason.
MEMBER_MISMATCH	Member ID at check-in does not match the scheduled visit	Confirm the actual member; reassign the visit.
LATE_CHECKOUT	Check-out > N minutes after expected end	Confirm with provider; if reasonable, waive with reason.
DUPLICATE_VISIT	Same provider checked into the same visit twice	Resolve to one canonical visit; the duplicate is voided.
OUT_OF_HOURS	Check-in outside the member's authorized hours	Verify; either rebill against an emergency authorization or waive.

Triage flow

Steps

1. Open /evv/exceptions. Sort by age descending. Take the top row.

2. Click into the exception detail. The page shows:

   • The original visit with check-in / check-out / geofence outcome on a map.
   • The exception type and the system's narrative ("expected geofence 100m, observed 380m at check-in").
   • The provider's notes, if any.
   • Communication thread.

3. Decide the action based on the row's narrative:

   Narrative	Action
   Provider documented the deviation	Resolve with reason; pick the reason from the dropdown (e.g. "member at family member's address"); save.
   Visit appears legitimate but data was lost	Manual override: enter the missing field (check-out timestamp, geofence override) with a reason.
   Visit is invalid	Void. The platform marks the visit VOIDED; no charge will be billed.
   Cannot determine without follow-up	Add a Communication entry, set followup date, leave status IN_PROGRESS.

4. Confirm the receivable side. If the underlying visit had already generated a charge, voiding the visit also voids the charge. If the charge had already been claimed, the platform produces a void / replace EDI on the next claim build.

5. Tag for source-system feedback if relevant. If a vendor's app keeps producing the same exception, tag the exception source-issue and the EVV-source admin will see it on the source's health page (see 4.3 — Manage EVV sources).

Bulk actions

The list page supports:

Action	Effect
Resolve with same reason	Apply a single reason to many rows; useful when a known incident affected a batch.
Reassign	Move all selected to a teammate's queue.
Export CSV	Audited; useful for state-EVV reconciliation.

Validation

Check	Expected
Resolved row leaves the open queue immediately	Yes.
Audit log carries a row per resolution with reason and user	Yes — see 6.3 — Audit log lookup.
Voided visit's charge is cancelled	Yes; if claimed, a void/replace claim is built on the next pass.
Tagged exception appears on the source's health page	Yes.

Troubleshooting

Symptom	Cause	Fix
Resolution returns 409	Visit was modified concurrently	Reload; re-confirm the underlying state before re-resolving.
Reason dropdown missing the reason you need	Reason set is configured per state	Have your tenant admin add the reason; it then appears for everyone.
Voided visit still appears in EXCEPTION	Cache lag on the dashboard	Refresh or wait 1 minute; the queue is real-time but the dashboard is daily.
Same exception keeps re-appearing	The source vendor keeps re-pushing the bad visit	Tag source-issue; the platform admin can suppress at the source.

Next

4.3 — Manage EVV sources