Care programs — time, monitoring & quality

Confirm time spent on care

1. Start in the patient’s chart. The care dock shows enrolled programs and progress. In Offer mode, press Start; Auto mode can start capture while you work in the chart. Automatic capture pauses when you leave the patient, hide the browser tab, or become idle. APCM has no timer.
2. Keep the clock with the work. Pause it when you stop working. If another browser owns automatic capture, Take over timer moves control to the current context. Starting a different activity does not make overlapping time count twice.
3. Press Finish. In Finish care time, confirm Program, Minutes to log, activities, contact type, and Note. You may shorten the recorded duration. Suggested activities or a drafted note are starting points for your review.
4. Attest contact accurately. Select who you spoke with and whether the patient initiated the work. Tick Included real-time interactive communication with the patient or caregiver only when that occurred; choosing Phone or an activity does not attest it for you.
5. Save the entry. The button names the minutes and program. If Hero says time is held for manual resolution, it has been saved but is excluded from billing until resolved. Check the patient’s Time ledger.

For work done away from the chart, use Time ledger → Log time for an active care-management enrollment. Enter the actual date, start time in the practice timezone, minutes, activities, and note. Overlapping entries are checked. Billing-linked entries may require resolving the claim before correcting the time.

When call and message suggestions are enabled, open Time suggestions to review your attributable work. A suggested interval does not become confirmed time merely because a call or message exists.

Review readings and patient contact

1. Open Remote monitoring → Readings to review. The queue brings alerts and new readings together. Each row shows its summary, recent trend, last contact, and device-day progress. Use j/k to move through patients.
2. Select an enrollment. Review alerts, the trend, seven- and thirty-day averages, and the displayed readings. Times are shown in the practice timezone. Reading-day targets follow each device period.
3. Capture review time if appropriate. Your profile determines whether capture is off, offered through Start review timer, or automatic. Read-only access never starts a review timer.
4. Document follow-up. Call template and Message template draft text for your use; they do not place a call or send a message. Perform the contact, edit the outcome, and confirm I completed the call or I sent the message. Real-time contact needs its own attestation.
5. Press Reviewed. This marks only the displayed page reviewed and finishes this enrollment’s review timer. Remaining readings stay queued. Open alerts still need resolution in the RPM workspace.

Connect and track home devices

A monitoring administrator opens Remote monitoring → Connection to configure the Tenovi connection. Enter the practice’s account details, save the one-time delivery credentials (Save these delivery credentials now — they are shown only once; Rotate delivery credentials issues new ones), and configure the displayed delivery addresses in Tenovi. Once connected, the card shows whether Hero has turned on reading delivery for your practice: Reading delivery is enabled for your practice. or a note to contact Hero support. That status means Hero can accept readings; it does not prove a device has sent one yet.

1. Open Devices. Choose Order device or Link existing device, select the Active RPM enrollment, and supply the required device details.
2. Confirm the destination. When ordering, check the chart address with the patient before Submit device request. Correct the chart first if the address is wrong. Device orders can incur the practice’s vendor charges.
3. Follow delivery and connection. The device timeline shows ordering, shipment, delivery, connection, and unlinking as those events arrive. Sync readings requests a refresh; return to the readings queue after processing.
4. Handle replacement deliberately. Use Replace or Unlink and follow the confirmation. Deactivate the old device in Tenovi when requested; unlinking in Hero does not itself stop vendor data or charges.

Disconnecting the practice’s connection stops new readings from arriving in Hero. Device shipments and vendor billing must be stopped with Tenovi separately. Assignment history is retained.

Review care gaps and supporting evidence

Open Quality & ACO → Measures. Choose the performance year, provider, payer, and attribution filters, then select a measure to see its patients and evidence. Open the chart to document the actual care. An attribution filter narrows your operational worklist; it does not replace the reporting population for a measure.

The care dock also summarizes open care gaps for the current patient. Expand the summary to read the reason for each gap and open its measure.

HCC & RVUs adds possible diagnosis and recapture reviews when Settings → Advanced settings → Suggest HCC conditions for clinician review is enabled. An active clinician reviews the evidence, diagnosis, and rationale before Accept to problem list or Dismiss. Acceptance updates the problem list; encounter coding is still required for a claim. The screen identifies unavailable risk-score reference data rather than supplying a score.

Optional quality-code suggestions are enabled under Settings → Claim policy → CPT II quality coding using Enable CPT II suggestions, the payer categories, and the nominal line amount. Authorized staff review evidence and explicitly add suggestions to encounter charge capture. They remain draft charges until completion; quality lines are excluded from patient statements.

Measure exports include Patient detail (CSV) and Measure totals (CSV). If Allow draft quality XML exports is enabled in Advanced settings, QRDA III · totals and QRDA I · patient ZIP are also offered. These are drafts and must be validated before submission, as the export screen states.

Match an attribution roster to patient charts

1. Open Quality & ACO → ACO attribution. With care-program administration access, choose Upload roster. Supply a CSV or Excel file up to 5 MB, its program, name, and attribution period.
2. Review matches. Hero checks Medicare ID, then name and date of birth. Use Needs review to inspect uncertain rows. Confirm a candidate with This is them, use Find chart, or Exclude a row that should not match.
3. Activate the reviewed roster. Activate makes matched patients appear as attributed throughout the hub. Archive retires a roster while preserving its history.