Cornerstone Data Entry Errors

Given the amount of data service coordinators are responsible for entering, it goes without question that data entry errors will occur. If a data entry error is discovered on the day the error was made AND the CFC's End of Day (EOD) process has not been run, contact the Cornerstone Call Center (CCC) immediately at 800/634-8540. A HEAT ticket will be opened and assigned to the software support team, who will contact the user as soon as possible to resolve the issue. The purpose of correcting the error prior to running the EOD is to avoid uploading incorrect data to the central office.

This process may also be used when a data entry error is made on a laptop that is not connected to the server. If a user makes a data entry error on a laptop that has not been uploaded to the server, contact the CCC immediately (during normal business hours). The user will be given a HEAT ticket number and will be asked to call back (and reference the HEAT ticket number) once they are at the server site and ready for assistance. While waiting for the software support team to provide assistance, the user can upload the laptop and then wait for a return call from Second Level Support. To correct the error, the laptop must be in an upload status. Please do not upload and then download. Agan, the purpose of correcting the error prior to running the EOD at the server site is to avoid uploading incorrect data to the central office.

Most data entry errors are not discovered on the day they are made (or prior to uploading a laptop). If a data entry error is discovered after the EOD process has run, users should first contact their program manager to determine whether the error is able to be corrected by CFC supervisory staff. Supervisory edit capabilities are described below.

If CFC supervisory staff members are unable to correct the data entry error, a HEAT Ticket Resolution Form may need to be completed and forwarded to DHS for review. The CCC will not open a heat ticket to address a data change discovered after the EOD has run without DHS approval. Completed HEAT Ticket Resolution Forms should be faxed to the EI Bureau Office in Chicago at 312/814-1349.

Supervisory Edit Capabilities

Early Intervention Program Data Screen (PA35)
Supervisors do not have the ability to edit the EI Program Data screen (PA35) once it is saved. Therefore, if a data error is doscovered on this screen after the EOD has been run, the user must complete a HEAT Ticket Resolution Form. NOTE: If an error is made on the PA35 screen, DO NOT simply add a new PA35 and "start over." Additionally, if a record is closed in error, DO NOT re-open the record and add a new PA35. These errors must be corrected. Contact the CCC to determine the best way to correct any inaccurate data on PA35 or inappropriate case closures.

Early Intervention Service Authorization Entry Screen
Given that EI services should NEVER be provided without authorization, the need to backdate authorizations is inherently limited. If users need to backdate authorizations, all authorizations have the ability to backdate authorizations 10 calendar days from the current date. In addition, supervisory staff have the ability to backdate authorizations 30 calendar days from the current date.

The following fields can be corrected by supervisory staff for up to 90 calendar days (from the authorization begin date):

• End Date
• Method
• Place of Service
• Frequency
• Intensity
• Individual Provider (under the same Payee)
• Comments
• Amount (Assistive Technology only)

Although DHS will work with users to correct most data entry errors, there are some requests for assistance that will be denied. For example, requests to enter authorizations for providers who provided services without authorization will be denied.

When a HEAT Ticket Resolution form is requested, DHS will review the request and, if approved, fax the approved request (with any additional notes/information) to the CCC. CCC staff will log the request into the HEAT system and generate a HEAT "ticket," which is assigned a tracking number. The tracking number is faxed back to DHS and subsequently faxed to the CFC manager. Data issues that require HEAT tickets are resolved on a monthly basis; each CFC being assigned a specific day/time of the month (i.e. 1st Wednesday AM). If the HEAT ticket request is denied, the denied request will be faxed back from DHS to the CFC.

If one or more providers have claims denied or pending due to the data error (for which a HEAT ticket has been generated), CFC staff should ensure that the provider has the HEAT ticket tracking number that has been assigned. In addition, CFC staff should print and send corrected authorization or other information to the provider once the HEAT ticket is resolved. In the event that the HEAT ticket is resolved after the providre's 90 day filing limit, the provider can put the HEAT ticket tracking number on their claim for the EI CBO to consider when processing the claim for payment.