Tellus EVV Customer Service — Expert Guide for Providers

Overview of Tellus EVV Support Philosophy

Tellus EVV customer service is designed to support compliance with the 21st Century Cures Act (enacted 2016) and state Medicaid EVV requirements, including the CMS deadlines that went into effect for Personal Care Services on January 1, 2020 and for Home Health Care on January 1, 2023. The customer service function combines technical support, compliance guidance, and operational consulting to keep provider agencies submitting accurate visit data, protecting revenue, and avoiding state denials or recoupments.

From a practical standpoint, effective Tellus EVV support blends real-time incident response (mobile app check-in/check-out failures, GPS or telephony mismatches) with scheduled tasks (monthly data reconciliation, batch file uploads). A well-run support organization targets quantifiable outcomes such as >98% claim acceptance rate, <2% denied claims attributable to EVV mismatches, and average ticket resolution times consistent with agreed SLAs.

Customer Service Structure and SLAs

Typical Tellus EVV customer service is tiered into Level 1 (customer care and initial troubleshooting), Level 2 (technical and configuration specialists), and Level 3 (engineering and escalation). Standard operating hours are commonly Monday–Friday 8:00–18:00 ET for general support, with emergency on-call coverage for Severity 1 incidents. Sample SLA metrics you should expect in contracts: initial response within 2 business hours for priority tickets, critical incident acknowledgement within 60–120 minutes, and permanent fix or acceptable workaround within 72 hours.

When evaluating Tellus EVV documentation or your contract, confirm the defined severity levels and response targets. For example, Severity 1 (system-wide outage) protocols should include a 24/7 on-call phone number and status page updates every 60 minutes until resolution. Noncritical requests (configuration changes, user provisioning) often have target completion windows of 5–10 business days depending on scope.

Onboarding, Implementation & Pricing

Onboarding a typical Tellus EVV deployment follows a phased approach and usually takes 4–8 weeks for standard implementations (50–200 caregivers). Larger agencies or multi-state rollouts commonly take 8–16 weeks due to state-specific configuration, payer mapping, and integrations. The onboarding cadence should include discovery, configuration, device provisioning, staff training, pilot (10–30 users), and go-live with monitoring.

Pricing models vary. Market-typical ranges are: per-visit fees of $0.50–$6.00, per-user monthly licensing $3–$15, or a blended SaaS subscription with implementation fees ranging $2,000–$25,000 depending on scale and required integrations. Always confirm what is included: mobile app licenses, telephony minutes, SMS costs, device provisioning, and integration work (API or SFTP). Ask for an itemized pricing sheet during contract negotiations.

• Onboarding phases & typical timeline: Discovery (1 week), Configuration & State Mapping (1–2 weeks), Device Provisioning & UAT (1–2 weeks), Pilot (1–2 weeks), Go-live & Hypercare (1–2 weeks).
• Budget checklist: implementation fee, per-visit fee, monthly platform fee, integration engineering hourly rate, training costs, and optional dedicated account manager pricing.

Troubleshooting, Ticketing and What to Provide

Efficient ticket resolution depends on precise, repeatable information. When opening a ticket with Tellus EVV support, include the caregiver ID, member/patient ID, timestamps (local time and ISO 8601 if possible), device type and OS (e.g., iOS 16.3, Android 13), app version, GPS coordinates (when available), and a brief description of observed versus expected behavior. This reduces back-and-forth and speeds escalation to engineering if logs are required.

Customer service will typically collect logs, replicate the issue in a test environment, and apply a corrective patch or configuration change. For frequent issues—such as geo-fencing misses, telephony call dropouts, or batch upload mapping errors—ask for a post-incident root-cause analysis (RCA) report. RCAs should include timeline, cause, remediation steps, and preventive measures to avoid recurrence.

• When opening a support ticket, always provide: agency name & contract ID, caregiver/user ID, date/time of failed event (with time zone), screenshot or video if possible, device make/model and OS, app version number, and any relevant visit or claim IDs.

Integration, Data Handling & Compliance

Tellus EVV customer service must understand how the system integrates with state EVV hubs, payroll, and billing systems. Confirm whether the vendor supports RESTful APIs (JSON) and SFTP batch files, and request endpoint specifications: typical endpoints include /visits (POST/GET), /caregivers, and /members. For integrations to payroll systems (e.g., ADP, Paychex) or electronic health record exports, ensure mapping rules for service codes, units of time, overtime rules, and rounding conventions are validated during testing.

Data security and retention are central. Expect AES-256 encryption in transit and at rest, role-based access controls, and audit trails. Retention requirements vary by state; many states and CMS guidance point to a minimum of 6 years for Medicaid documentation, but confirm specific state rules—for example, some states may require 3–7 years. Confirm with Tellus EVV customer service their data retention policy, export procedures for audits, and secure data transfer methods (encrypted SFTP or platform portal downloads).

Practical Contact Steps and Best Practices

Always maintain a primary and secondary contact list in your Tellus account: program manager, IT lead, billing lead, and an on-call administrator. During implementation insist on a dedicated account manager for the first 90 days and monthly operational review meetings thereafter. KPIs to track in those meetings: login success rate, percent of visits with GPS/telephony validation, ticket backlog, average time to resolution, and claim acceptance rate to payers.

If you need to contact Tellus EVV customer service, use the methods specified in your contract or provider portal. Example (placeholder) contact formats you might see: phone +1-800-555-0199 (support), email [email protected], and a status page at https://status.tellusevv.example. Always verify the official numbers and URLs from your contract or the state’s Medicaid EVV vendor registry to avoid phishing or incorrect information.

Summary

High-quality Tellus EVV customer service is measurable, SLA-driven, and tightly integrated with your billing and payroll processes. Expect a 4–16 week onboarding window depending on size, SLAs with rapid acknowledgement for critical incidents, and clear documentation requirements for tickets. Prioritize vendors who provide explicit RCA reporting, robust APIs, and a clear pricing matrix so you can scale EVV operations while protecting revenue and ensuring compliance.

What is mobile caregiver plus?

Mobile Caregiver+ is a top provider for mobile care delivery, used for electronic visit verification (EVV).

How do I cancel my caregiver subscription?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To cancel a Care.com caregiver subscription, log in to your account on the Care.com website and go to the Account Settings or Manage Account section, then find your Membership Information and select the Cancel Plan or Downgrade option. If you upgraded through the iOS App Store, you must cancel via the App Store’s subscription settings. You will need to follow the on-screen prompts to confirm the cancellation.  For a Caregiver Account via Website:

1. Log in: to your account at www.care.com. 
2. Click the Account Settings or Manage Account button, often found in the top-left menu. 
3. Find the Membership Information section. 
4. Click on the option to Downgrade or Cancel Plan. 
5. Follow the prompts and complete any required survey questions to Confirm Cancellation. 

For a Subscription Purchased via iOS App: 

1. Open the Care.com app: on your iPhone or iPad.
2. Tap on your profile icon in the top-right corner.
3. Tap on Subscriptions.
4. Select the Care.com subscription from the list.
5. Tap Cancel Plan or Cancel Subscription and follow the instructions to confirm.

Important Reminders:

• Cancellation Confirmation: After canceling, you should see a confirmation screen and receive a confirmation email. 
• Refund Policy: Care.com does not offer refunds for Premium or Complete plans for the current billing term, but you can use the benefits until the term ends. 
• Account Remains Active: Canceling the subscription will stop automatic renewal, but your account will remain active. 
• Contact Support: If you have trouble finding the cancellation option, you can contact Care.com Customer Care support. 

AI responses may include mistakes. Learn moreHow can I pause my membership or close my Care.com caregiver …Jun 2, 2025 — Desktop or Mobile web * Log into your account using a web browser. * Click or tap the green Manage account button. * S…Care.comHow to Delete a Care.com Account + Cancel FAQs AnsweredJul 25, 2024 — Go to www.care.com and log into your account. Click the main menu (the three bars) in the top-left corner of your dash…Techboomers(function(){
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What is the phone number for Netsmart tellus?

Fill out the simple form below, or give us a call directly 800.472. 5509. Let’s discuss how to achieve peak performance in your organization. By continuing, you agree to Netsmart’s Terms of Use and Privacy Policy.

Is in-home caregiver covered by Medicare?

Home care is generally covered under Medicare Part B. But it can be covered through Part A in some cases after you have been in a hospital as an inpatient for at least three days or a Medicare-covered skilled nursing facility. In that case, Medicare Part A can cover your first 100 days of home care.

How do I contact Netsmart customer service?

1.800.472.5509
Please don’t hesitate to contact us directly at 1.800. 472.5509. If you have a technical support question on a solution you are already utilizing, please contact NetsmartCares Support Portal.

Is Netsmart a good place to work?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Whether Netsmart is a “good” place to work is subjective and depends on individual preferences and priorities, but generally, it appears to be a mixed bag. While some employees praise the culture, coworkers, and opportunities for growth, others cite concerns about pay, management, and career progression.  Positive Aspects:

• Positive Culture: Many reviews highlight a positive and helpful work environment, with employees describing their coworkers as friendly and willing to assist. 
• Growth Opportunities: Some employees have found opportunities for advancement within the company, both through promotions and lateral moves. 
• Strong Workflow: Netsmart’s workflow is often praised for being simple to learn and efficient, especially in healthcare-related fields. 
• Dedicated Employees: Netsmart has a reputation for attracting dedicated and passionate employees who believe in the company’s mission. 
• Benefits: Netsmart offers various benefits, including tuition assistance and retirement plans. 

Negative Aspects:

• Pay and Compensation: . Opens in new tabSome employees feel that compensation could be better, with raises sometimes not keeping pace with inflation or not being significant enough to retain talent. 
• Management: . Opens in new tabSome reviews mention concerns about micromanagement, outdated methods, and a lack of support from management. 
• Career Progression: . Opens in new tabWhile some find growth opportunities, others experience stagnation after the first few promotions. 
• Work-Life Balance: . Opens in new tabSome employees report that expectations don’t always match reality, and that the workload can be demanding. 
• Training: . Opens in new tabOn-the-job training can sometimes be incomplete or insufficient, especially for new hires. 

Overall: Netsmart seems to be a company with both strengths and weaknesses. While it offers a positive work environment and opportunities for growth for some, others face challenges with compensation, management, and career progression. Ultimately, whether it’s a good fit depends on individual priorities and expectations. 

AI responses may include mistakes. Learn moreNetsmart CareersNetsmart was recognized by the Kansas City Business Journal as the #1 Software & Web Developer Company for healthcare IT in the lo…NetsmartNetsmart Reviews: Pros And Cons of Working At Netsmart – GlassdoorRatings distribution. 5 stars. 21% 24% 20% 15% 20% Netsmart has an employee rating of 3.6 out of 5 stars, based on 658 company rev…Glassdoor(function(){
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