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The next round of Santrax documentation changes in Rosalind is coming very soon. These updates are part of HAH In-Home's continual efforts to improve the Santrax Visit Verification Process and assure compliance with this important requirement for every in home visit.
Upcoming Santrax Documentation Changes
The Santrax Visit Verification Activity Note Check Boxes added recently will be  MANDATORY very soon . Care Managers must check either Santrax Called or Santrax Visit Verification Form in order to save an Activity Note after an in-person visit.
1) Documenting No Shows
When Care Managers properly confirm and document upcoming visits and the Member is NOT there when the Care Manager arrives for the visit, Care Managers MUST check Member Cancelled/No Show in the What was done? Section of the Activity Note. Checking this box allows Care Managers to skip the Santrax Check Boxes (since a visit did not actually take place). The rest of the No Show Activity Note documentation process remains the same.
2) When the Santrax Called box is checked, Care Managers complete two steps:
  • Enter the number used to call Santrax in the pop up box titled What number did you use to call Santrax?
  • Enter the phone number used to call Santrax in one of the blank phone number fields on the Main Info Tab in Rosalind. This is ONLY required if the number used to call Santrax is not already listed in the Main Info Tab.

As a rule, Care Managers should make every effort to use the Member's landline or cellphone on file with Humana and listed in the Main Info Tab in Rosalind. This applies to both visits inside and outside the home. However, Care Managers may occasionally need to use phones (i.e. Family Member's cellphone) to call Santrax when the Member's phone is not available during the visit.

Reminder: Care Managers should never use their personal phones or facility/doctor's office phones to call Santrax. If a Member has a permanent phone number change, Care Managers update that number in the Main Info Tab in Rosalind and work with the Member to update that number through Humana Customer Service.

3) When Care Managers Forget:
Care Managers who forget to verify Santrax altogether on a visit with a Member (i.e. do not make a call to Santrax or have the Member complete a Santrax form) follow these steps:
  • Check Santrax Called in the What was done? Section of the activity note
  • Enter 555-555-5555 in the pop up box What number did you use to call Santrax? This will allow the audit process to identify this visit as one where Santrax was not completed successfully. This should happen very infrequently and, if not, will be explored further by the Care Manager's CCL.
4) Uploading the paper Santrax Visit Verification Form:
Care Managers DO NOT use the new Santrax View Verification Document Upload feature going forward. HAH administrative staff will upload the Visit Verification Forms directly into the Member's file. Care Managers will continue to submit the paper Santrax Visit Verification Form by scan/email, traditional mail, and fax. Scroll down to review updates for the Santrax Visit Verification Form.
5) Care Managers must document in the Activity Note Findings and Interventions Section:
  • Whether or not Santrax was successfully completed,
  • The reason why a Santrax Visit Verification Form was used, and
  • Justification for using any Member phone number to call Santrax not listed on the Main Info Tab in Rosalind
For Network Care Managers
For Humana (Non-Network) Associates
For additional guidance on the Santrax Visit Verification process visit the Santrax Page on the Humana At Home Training site.
To access these resources, go to the  Humana At Home Training Site  and use the  username and password below:
  • Username: HumanaCM
  • Password: excellence
For additional guidance on the Santrax Visit Verification process, please follow the path below.
  • Go to the HAH SharePoint Site
  • Click on  Education Connection
  • Click on  HCCP
  • Click on  FCM
  • Click on  Santrax
New Santrax Visit Verification Form Submission Guidelines
The Santrax Visit Verification Form  has been updated with a new email address and fax number . 

In addition, Care Managers no longer need to submit forms directly to their Clinical Care Leaders (Humana Managers). Forms will be uploaded directly into Rosalind by a team of dedicated Referral Specialists. 
Care Managers  DO NOT use the paper upload feature in Rosalind.
Updated forms will soon be available on the HAH Training Site [ Network Care Managers] and the HAH Sharepoint Site [ Humana (Non-Network) Associates].  Care Managers can use their current forms and direct them to the information below starting next week.  Please scan/email, fax or mail the form to Humana within 7 days of the member visit. Submitting the form in a timely fashion is very important in order to maintain compliance with the Santrax audit process.

Updated Santrax Form Submission Guidelines:

  • Scan and email forms to : HAHVisitVerification@humana.com with the subject Santrax Verification Form.
  • Fax the form to (855) 511-7135.
  • Mail forms to Jessica Preble, 800 Carillon Parkway St. 220, St. Petersburg, FL 33716
Always use your Humana email when sending any communication to Humana in order to protect Member PHI and other information.