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You can reach out for EVV help in many different ways:
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ODM EVV Homepage: View newsletters, presentations, and contact information for the EVV program.
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Zendesk/ Sandata on Demand: Submit requests for assistance (also called tickets) to Ohio Medicaid and Sandata teams, and access help materials, videos, and release notes.
- Sandata Sandy: Within the Sandata on Demand Zendesk portal, use the chat bubble in the lower right-hand corner of the screen to ask specific questions about Sandata EVV and Sandata Aggregator.
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Sandata EVV Portal Chat: Ask EVV questions with a live agent when logged into the Sandata EVV portal.
- EVV Provider Hotline: Call or email for assistance with replacing or returning devices, resetting locked accounts, and other EVV questions.
- Phone: 855-805-3505.
- Email: ODMCustomerCareEmail@sandata.com.
After an inquiry is resolved, you will be prompted to take a brief (two question) satisfaction survey. By taking part, you provide critical feedback about your Sandata customer service experience and the EVV program overall.
Less than a year ago, Ohio Medicaid implemented a new approach to managed care that puts the individuals we cover at the center of our focus. Committed to serving Ohioans better, the department is assessing Medicaid’s current self-direction program, looking for ways to simplify participation and strengthen support for those interested and enrolled.
Self-directed care is a service model that empowers participants, such as yourself or your loved one, with choice and control over the long-term services and support needed to live at home.
Ohio Medicaid invites you to refer members and their families and caregivers who are interested in improving the state’s self-direction program to email us at SelfDirection@medicaid.ohio.gov and get involved.
Over the next few months, Ohio Medicaid will host a series of public forums and workgroups to gain insight into member and caregiver experiences, focusing on key opportunities and barriers impacting member participation. While our initial efforts will focus on self-direction for the Ohio Home Care waiver, your feedback will also shape self-direction improvements across all applicable Medicaid programs.
Providers Using Sandata:
Question: I am providing services to someone on the PASSPORT State Funded Program who does not have a Medicaid ID yet. What should I do?
Answer: Create your client record in Sandata and enter the Ohio Department of Aging (ODA) service(s) you will be providing. When you enter the ODA service, you will need to enter the individual’s PASSPORT Information Management System (PIMS) ID into the system’s Client Payer ID field. This will allow you to log your visits. Sandata has a helpful video available that walks you through how to create a client with only a PIMS ID.
[!] Important: Once the individual receives a Medicaid ID, you need to add it to the client record in Sandata so your visits can change from a Verified to Processed status.
The Agency Guide and Non-Agency Guide have a section titled “Modifying an Existing Client Record.” This includes how to add the Client Medicaid ID to the client record.
All providers:
Question: Will ODM require skilled therapy services to be subject to EVV effective January 1, 2024?
Answer: There have been no recent changes to the EVV rule. To stay informed of changes or to get involved with changes to the EVV Ohio Administrative Code (OAC) 5160-1-40, the ODM website has a page dedicated to rules in effect and rules in draft. The Joint Committee on Agency Rule Review (JCARR) is another way to see any OAC that may be going through a change or update.
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