• Fixed rare issue with balances not being computed when out of state that allowed provider to go overtime at the last day of pay period and on certain devices with specific device settings.

The new Diagnostics tool was added to the Home Care app. Only Super Users have access to this tool!

The goal was to give you a clear view of:

• Visit details and where manual modifications made.
• Visits and associated data sent to AHCCCS so they can be billed. This solves several issues with the difficult AHCCCS support.
• Status of visits
• The billing trail.

SpokeChoice sends data to AHCCCS in JSON file format which can be difficult to read/understand. Diagnostics gives you access to the data with some data redacted (I.e. SSN) for security. If AHCCCS is trying to help you with an issue they will more than likely ask you for the data you can download from the Diagnostics visit child row grid. This grid shows when data was sent and if any errors occurred.

Please note that the AHCCCS website only shows data sent by SpokeChoice after 10pm the previous day. So you can expect to not see exact matches between SpokeChoice data displayed in Diagnostics and what you see on the AHCCCS website. This is a limitation with AHCCCS and not SpokeChoice.

Diagnostics gives you a single place to see whether your visits are making it to AHCCCS — and, when they aren't, exactly what's holding them up. Open it from the Diagnostics item in the Home Care menu, pick a service date, and you'll get a clear, plain-English breakdown of every visit for that day without having to dig through claims, logs, or support tickets.

The Visits view lists each visit with its current send state — for example Accepted by AHCCCS, Sent, Awaiting sync, Needs signature, Needs approval, or Not sent – fix needed. When a visit can't go out, the tool spells out the reason in everyday terms (missing insurance policy, invalid Medicaid ID, missing provider SSN, incomplete client address, and so on) so you know precisely what to correct. You can filter the list by visit type or send state to quickly zero in on the visits that need attention, and each visit shows its EVV method, times, and GPS details at a glance.

The default behavior is for the grid & details to display the charge that will be billed. Charge amounts may be turned off by going to Back Office>Settings>General and changing Show charges in diagnostics. to No.

Two companion checks help you catch configuration problems before they turn into rejected or unbilled visits. Company Checks flags client and company setup issues — duplicate or invalid Medicaid IDs, clients missing a time zone, address, or contingency plan, and providers missing an SSN. Service Code Checks flags billing setup gaps, such as a service code with no billing code or a billing code with no service rate, that would otherwise cause visits to price at $0 and fail to bill.

Finally, for any visit that has been submitted, the tool includes a "How to get AHCCCS support on this visit" helper. It walks you through contacting AHCCCS and attaching the exact submission files (Xrefs, Employee, Client, and Visit) AHCCCS needs — including the reminder to leave the file names as-is, since each name is the transaction ID AHCCCS uses to look the record up. Diagnostics is read-only, so you can explore and share findings freely without any risk of changing live data.

Below is an example of data without the information sent to AHCCCS.