A Solution for New York Homecare Providers & Payers: The Conflict Management Dashboard

Managing visit conflicts has long been a frustrating challenge for New York homecare agencies. Until now, agencies relied on a basic conflict report that simply alerted them to an issue without providing the details needed to resolve it. That’s why HHAeXchange is introducing the Conflict Management Dashboard—a powerful, interactive tool designed to streamline conflict resolution, improve compliance, and enhance payer trust. 

Instead of a static report, agencies now have access to a fully interactive module with five dashboards, real-time communication tools, and insights into conflict trends. This new solution gives providers and payers the visibility they need to quickly address visit conflicts and avoid payment delays. 

What is a Conflict? 

A conflict is defined as two visits from two agencies assigned to the same caregiver (identified by SSN) within overlapping timeframes. This can also include: 

• Impossible travel conflicts, where a caregiver is scheduled at locations too far apart to be feasible. 

• Intra-agency conflicts, where a caregiver is double-booked within the same agency. 

The Old Conflict Resolution Process: A Manual Hassle 

Historically, resolving conflicts was an inefficient and frustrating process. The report providers relied on told an agency that there was a conflict with a caregiver and another provider, but it didn’t provide any details. There was no information about the type of conflict, how long it lasted, or why it occurred. 

This required agencies to call the conflicting provider and exchange information manually to determine the root cause. A conflict could be as minor as a five-minute overlap or as significant as several hours of conflicting visits. Without this context upfront, agencies were wasting time chasing details, delaying resolution, and potentially jeopardizing compliance. 

Resolving conflicts manually was time-consuming, error-prone, and put an unnecessary burden on staff. If agencies were unable to resolve them, it could undermine payer trust in the legitimacy of their services, potentially delaying reimbursements. 

Introducing the Conflict Management Dashboard: A Smarter Solution 

With HHAeXchange’s Conflict Management Dashboard, agencies now have a true conflict resolution solution. This interactive module replaces outdated manual processes with an intuitive system that provides real-time insights, automation, and seamless communication between providers. 

What’s Different? 

• Quick Conflict Insight – See a snapshot of conflicts with clear dashboards that save time and effort. 

• Efficient Conflict Resolution – Take direct action from the dashboard by messaging the conflicting agency instantly. No more juggling between emails and phone calls. 

• Comprehensive Conflict Details – Know exactly what type of conflict it is, its duration, and whether it’s due to overlapping schedules or geographic impossibilities. 

• Monitor Trends: Access conflicts spanning visits over an 18-month lookback period to view trends and assess progress. 

Why This Matters for Providers and Payers 

For Providers 

Mandated by the Office of the Medicaid Inspector General (OMIG), conflict management is a critical compliance requirement. The old method forced providers to: 

• Waste too much time manually tracking and resolving conflicts. 

• Face delayed reimbursements due to unresolved issues. 

• Struggle with inefficient communication between agencies. 

With the Conflict Management Dashboard, providers now have an automated, structured approach that strengthens compliance and preserves payer trust. 

For Payers 

Payers need full network visibility to detect Fraud, Waste, and Abuse (FWA)—but traditional conflict management made this nearly impossible. Payers often: 

• Spent too much time investigating duplicate claims. 

• Lacked data transparency, making provider performance benchmarking difficult. 

• Risked overpaying for services that may not have been delivered. 

The new dashboard changes this by offering real-time conflict tracking, resolution monitoring, and financial impact analysis, ensuring payers only reimburse for verified services. 

Achieve Compliance with Less Effort 

With automated tracking, built-in reporting, and real-time conflict resolution, agencies and payers can: 

•  Stay HIPAA and OMIG compliant without added administrative burden. 

•  Strengthen collaboration between providers and payers. 

•  Improve workflow efficiency with an intuitive, user-friendly system. 

The Future of Conflict Resolution in Homecare 

For too long, agencies have struggled with manual processes that made conflict resolution a slow and painful ordeal. HHAeXchange’s Conflict Management Dashboard eliminates this frustration, giving agencies the powerful tools they need to resolve conflicts faster, smarter, and with full transparency. 

By replacing tedious manual work with real-time insights and automation, agencies can focus on delivering quality care—not chasing down conflicts. To learn more about this new feature, contact us today!