In this second installment on Electronic Visit Verification (EVV) compliance, we take a closer look at how one Pennsylvania-based In-Home Support (IHS) program tackled the complexities of EVV implementation integration. The agency chose to integrate a mobile care delivery platform (Mobile Caregiver Plus, MCG+) as its Electronic Visit Verification (EVV) solution with myEvolv, their chosen EHR.
While the goal was to reduce administrative burden and streamline billing through real-time data exchange, the path to EVV compliance exposed several unexpected technical and operational hurdles. From EVV integration failures to data gaps and workflow misalignments, early testing indicated the need for backend system reconfiguration and intentional change management. Success didn’t come from technology alone. It required coordinated efforts across staff training, process design, and vendor collaboration to build a resilient and compliant solution.
If you prefer video, our Senior Director of EHR Strategy & Customer Success, Theresa Yera, walks you through this case study in 60 seconds.
Complete the form to schedule your consultation and join our email list
In-Home Support Program Project Background
The In-Home Support program in Pennsylvania initially relied on a non-integrated EVV tool that required supervisors to manually reconcile service documentation, visit data, and staff performance. Seeking a more efficient, real-time solution, the agency opted for an integrated approach.
The new solution was selected for its promise of streamlined updates: enabling real-time data exchange between the EVV and EHR platforms at shift check-in and out. These real-time updates would reduce the need for manual corrections when billing for the service from the EHR. Plus, this gave the provider confidence that service documentation recorded in the EHR matched the EVV shift times.
The goal of the integrating EVV with the EHR was to minimize manual edits and improve efficiency, but the implementation presented several significant challenges.
Key EVV Integration Challenges and Solutions
Problem 1: Testing Environment Limitations
The lack of a true non-production environment made initial troubleshooting risky and complex.
Solution
A dummy program was created to mirror live conditions. Based on findings during testing, EHR Edge redesigned the EHR service documentation structure. The program moved from a parent document tracking multiple services to separate documents for each service. This change aligned with the EVV system’s requirements. The dummy program was used for training, and it remains the space for new hire training.
Problem 2: Manual Entry Errors
Staff occasionally completed visits outside of the MCG+ platform, resulting in non-verified services, duplicate entries, and billing issues
Solution
EHR Edge developed custom reports to proactively flag these discrepancies, helping supervisors identify at-risk staff and target specific training needs.
Problem 3: Initial Integration Failures and Missing Data
Part A: Bidirectional EVV Integration Issues
In the first few weeks, major bidirectional interoperability failures occurred between the EHR and mobile the Mobile Care Giver Plus delivery systems due to vendor-specific complications.
Solution A
EHR Edge collaborated with program leadership to implement multiple fail-safes and early warning reports. These tools allowed the team to identify documentation issues quickly and perform quality checks before routing services to the finance department.
Part B: Missing Billing Data for Visits
In the first few weeks, major bidirectional interoperability failures occurred between the EHR and mobile care delivery systems due to vendor-specific complications.
Solution B
We directed users to schedule all visits within myEvolv to ensure downstream data was properly populated. Custom reports were implemented to identify unscheduled, as well as MCG+-scheduled visits with missing fields. Manual corrections to the service supporting documentation – not the EVV record – continued until a vendor-side fix was released in the following quarter, post go-live.
Final Thoughts on EVV Integration
As EVV mandates continue to evolve, EHR configuration, staff training, and ongoing data monitoring are pillars of success. Our experience integrating MCG+ with the myEvolv EHR for a PA-based In-Home Support program underscores the importance of anticipating EVV integration limits, building robust reports, and creating workflows that minimize manual data entry.
If you’re preparing your agency for EVV implementation or fine-tuning existing processes, start by aligning with your vendor, configuring strong data validation rules, and establishing a rhythm of regular compliance checks.
In addition, ensure that you have processes to independently identify issues on the EVV side as well as the EHR side.
While the capabilities and mechanics of integrating your EVV and EHR solutions may differ from those our client faced, based on your specific platforms, this case study demonstrates the importance of integration. Not only will integration increase your confidence in your data for EVV requirements and billing purposes, but it will also minimize the need for duplicate entry and the associated higher risk of data entry errors.
Next time, join us on understanding the type of reporting that can occur when you have EHR and EVV data at your fingertips.
About EHR Edge
EHR Edge is a trusted partner for Human Service Agencies, helping them navigate change with confidence. Our collaborative approach empowers your team, streamlines workflows, and drives lasting success, so you can focus on making a meaningful impact in your community.