FAQs

Referrals

I am not getting referrals, or have seen a drop in referrals. How can I let the service coordinators know my availability?

• Remember that SDRC cannot guarantee referrals. Referrals may fluxuate based on client needs, service locations, service times, and the number of providers also in the area.

• The best way to get your name out there is to send your availability flyer on a weekly basis or when you have new or increased avaialbility. You will send this directly to the Program Managers (PMs) in the units in your service areas. We don't have you send to the SCs, as there is constant growth and movement within the units so if you send to the PMs they will always be able to distribute to their entire team.

  • Flyer template and updated Unit/ PM list are kept HERE under client services

• Per state regulation, SCs and other SDRC staff cannot accept gifts. Please refrain from providing food or other incentives to the offices or SCs in order to get your name out. 

I have been sending my flyer and still am not getting referrals. What do I do?

• Keep Trying! Send that flyer weekly.

• If you can, expand your service area. If you have a very limited service area you may want to ask the PMs if there are other areas within a few miles that need coverage. If you are willing to travel to more rural areas in North and East counties, let them know! These areas often have a difficult time finding coverage.

• If you can, increase your times you can serve. Some families cannot accommodate normal working hours and need late afternoon/ evening or weekend options.

• Be a great provider! SCs will use you if they know you provide great service, the families like you, your reports are on time and include all necessary info, and you communicate well with the SCs and families. This may take some time as a new provider, but keep working on it and your name will be passed around as a good provider to send referrals to.

  • Respond to SCs when they reach out to you (even if you don't have space available.) Communication is key, so let them know, "hey sorry i can't take this one, but i will have some upcoming availability next month so keep me in mind!"

  • Contact the families and get started as soon as the SC confirms your start date. Don't put families on wait lists, or confirm your start date but not contact the families for weeks. If you can't get in touch with a family to schedule, contact the SC sooner than later so that they can try and help you with the family contact. Remember, Early Start has very strict timelines so if you are serving this population please try and get services started within 10 days of the start date if possible, but no more than 20 days. 

  • Communicate with the SCs about any issues such as no shows, family concerns, service appropriateness, etc. Don't wait until review time to let them know. You are our eyes and we rely on you to let us know when there are issues.

  • Provide the services that you were authorized to provide. All services must be agreed upon by the planning team, which is the SC and the family. Do not decide the family needs more or less service without discussing with the SC. Do not provide services in a location other than the home if you have not asked the SC if this is appropriate. SDRC funded Early Start and Behavior services should never be provided in the clinic or daycare setting unless the SC/ PM have explicitly agreed to and documented this location. 

  • Submit your assessments and reports to the SC or clinical department on time! Don't make the SCs or clinical department track you down. We rely on those reports to help develop and update IFSP.s/ IPPs and make sure the appropriate services are in place. Assessments are always due within 30 days of the assessment date. Early Start reports are due every 6 months based on the child's birthday (age ranges required on the annual reports) and over 3 Behavior reports are due every 6 months, 2-3 weeks prior to the end of the contract so that we can review for further service needs or contract renewal. 

  • Provide good service to the families. 

    • Be professional in your interactions. This includes what you say, how you talk to the parents and children, your appearance, your communication through text or email, etc. It is not your place to impose your beliefs or opinions on religion, politics, vaccines, the appropriateness of services they are or are not receiving, etc. The parents will report to the SCs if they feel like you have offended them or are being inappropriate.

    • Respect family/ cultural household expectations such as no food in a certain room, not putting your feet up on the couch or table, or removing your shoes in the home. 

    • Show up when you are scheduled. If you have to reschedule or are going to be late, please notify the families as soon as possible and schedule your makeup sessions immediately. Grant them the same courtesy you expect from them.

    • Provide a full session every time. Do not show up 10 minutes late and chat with the parent about your weekend plans for 10 minutes then provide services for 30 minutes and leave 10 minutes early. Do not spend your session on your phone texting or chatting. If you need to take an emergency call, excuse yourself and make up the time if it goes over a few minutes.

Billing or Portal Issues

You will have 3 portals once you are set up. The Service Provider Portal (SPP) and Ebilling portals are maintained and troubleshooted through SDRC. The Service Provider Directory (SPD) is maintained by DDS.

If you need assistance with your portals or billing, please make sure you are reaching out to the correct email address or your request will be delayed or not responded to. If you are not sure who to contact after reviewing the below, please contact your resource coordinator.

SPP portal (Profound UI portal) Log in here

• • Lists all service codes, authorizations, client information

  • SIR online reporting is done through this portal

I do not know how to log in to my SPP or my password is not working. What do I do?

• Accounts may be disabled if you do not log in quarterly or change your password when prompted. You will not be able to log in to the portals until all documents are submitted and processed. 

• If you had previous access and are now locked out, you will need to reach out to e.billing@sdrc.org with your vendor number and ask that they reset your login. They will send you the new login

• If you have never had access, please reach out to your resource coordinator first to ensure that your portal has been activated. You may need to fill out an SPP agreement form and send it to your resource coordinator. 

EBilling portal Log in Here

• Where invoices are uploaded and all billing is submitted

• Invoices are uploaded on the 1st of the month for the previous month as long as there is an authorization number

  • If you submit billing by the 5th business day of the month, you will get paid on the 1st pay run, around the 12th business day of the month

  • If billing is submitted after the 5th business day, you will get paid on the 2nd pay run, the last business day of the month 

  • Invoices may not show if you do not bill on them for 2 months. You will need to reach out to ask_pos@sdrc.org to request they be regenerated. 

Parent Verification Forms (PVF) and Electronic Visit Verification (EVV) Verification form information 

• EVV forms are not needed for Early Start services, only Medicaid funded personal care and home health services like nursing and respite. If you provide those services, please reach out to your Resource Coordinator that oversees them, or review the DDS Information 

• PVV forms are required for all 612/ 620 and related staffing codes for clients that are minors. 

  1. • All direct observation/assessment hours require a parent signature when the client is a minor.

     • Indirect hours to write the report should be on a separate line by date - please add this note in place of the signature: “NO DIRECT SERVICES PROVIDED”

     • Please note: You may use 2 lines for the same date if direct hours & indirect hours were provided on the same day. Direct hours & indirect should not be on the same line. Direct & indirect hours can be on the same PVF form for the same month of service.

     • 612/620 ASMT - Behavior Assessment contracts provide funding for direct observations/assessment & indirect hours to write the report for thosew clients over age 3. Early Start services do not require a full 12 hour assessment and the assessments should be integrated in to your first week of sessions. Over 3 Intensive ABA is the only 612/620 SDRC service that provides funding for indirect hours for report writing. Direct observation/assessment is a requirement for all 612/620 ASMT Over age 3 contracts & those hours require a parent/caregiver signature when the client is a minor. 

I need training on how to navigate my portals or submit invoices. Who do I contact?

• For detailed information, training videos, and troubleshooting, please review the SDRC website under Ebilling and SPP., link HERE.

Billing and Portal Troubleshooting Contact Emails

e.billing@sdrc.org  

Only for questions related to portals or changing banking information. 

• If you need to change SPP password you will need to email this contact. 

• If you need to change your ebilling password, you are able to do this yourself. 

• If you need to change your bank account, please submit a new Ebilling agreeement, a new voided check, and a new W9 to your resource coordinator to process. 

• Do not use this for billing or invoicing questions.

ask_pos@sdrc.org 

For questions related to billing, invoicing, and authorizations, such as discrepancies with payment, missing invoices or missing authorizations, etc.

• If you are missing an invoice but do not have an authorization number, the business department can not help you, as it has not reached them yet. You will need to first contact your service coordinator to determine where the POS in the process. 

• If you have an authorization number and need an invoice, email this address with your vendor number, the month(s) of service your invoice is missing, the auth number, the client UCI (if applicable) and any other pertinent information