Tellus

BY:

Apr 14, 2021

About Tellus

Tellus, LLC., is the leading EVV provider/software manufacturer and founding member of the National EVV Association (NEVVA: serving as an industry voice and resource for news, regulatory
information, expertise and advocacy efforts related to EVV), providing EVV software and claims processing technology designed specifically for the home health and long-term care markets. We are also contracted directly with multiple states, with exclusivity in Florida. Our clients include several managed care companies including Anthem, Aetna and UnitedHealth Group, amongst others.

The Challenge

The 21st Century Cures Act includes an Electronic Visit Verification process that changes the way home health agencies deliver services. Notably, the act sets new mandates for states to establish policies for Electronic Visit Verification (EVV) of Medicaid-funded home care. As a provider of EVV software, Tellus needed a call center solution to report critical data from its call centers to meet state reporting requirements.

Solution

CloudHesive worked with Tellus to deploy Amazon Connect for its inbound and outbound call center solution. The solution provides Tellus the ability to report on inbound calls, voicemail return calls and outbound calls to meet individual states reporting requirements. CloudHesive deployed a Voicemail Queue system for Amazon Connect In order to address issues such as missed or overlapping follow-ups, Voicemail Queues for Amazon Connect pushes voicemails to agents via Amazon Connect queues and provides management insight and oversight around agent responsiveness to voicemail contacts. The solution provides managers with the ability to report on agents' activity while on "call" with the voicemail in order to capture the agent-specified outcome and any additional activities taken by the agent.

Technologies Leveraged
AWS: VPC, Lambda, Lexbot, S3, Kinesis

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