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EVV Newsletter | December 2023

In this issue:

• Thank you from the ODM EVV Team!
• Managed care open enrollment ended November 30
• Common EVV questions
• Ask a trainer
• November 2023 Sandata releases
• Contact information

Thank you from the ODM EVV Team!

As we close out 2023, we want to thank you, Ohio providers, for all that you do. At the close of last year, we asked you for feedback on training and education topics you find helpful. As a result, we incorporated your feedback into our newsletters and trainings throughout this calendar year.

As we look ahead to 2024, we would like to hear from you again. Please complete a short six question survey: Click Here for Survey.

Managed care open enrollment ended November 30

Open enrollment is when Ohio Medicaid members can review the managed care plans available and select the plan that best fits their healthcare needs. Open enrollment ended on November 30. Providers, check member cards to verify enrollment and update the payer, program, and service in EVV if necessary.

For more information on open enrollment: Ohio Medicaid Open Enrollment FAQ.

For more information on how to update the payer, program, and service in EVV.

Changes ahead on state provided EVV devices

For providers and direct care workers who use state provided EVV devices, the old Sandata Mobile Connect (SMC) application is to be removed on January 5. After the removal, the state provided device screen will appear with just a single application.

No change will be made to SMC on personal devices.

ODM and Sandata encourage users to adopt the new SMC application, which improves the login experience and visit capture workflow.

If you have questions on the new application on state provided EVV devices, please refer to the help articles on Sandata On Demand. If you need additional assistance, please contact the Sandata EVV Provider Hotline at ODMCustomerCareEmail@sandata.com or 855-805-3505.

Common EVV questions

All providers:

Question: Which department of Medicaid manages the EVV contract?

Answer: The EVV contract is managed by the Bureau of Program Integrity within the Office of Legal Counsel at the Ohio Department of Medicaid.

If your agency has more than one Medicaid ID under the same email address in PNM, please email ODMEVVTraining@sandata.com for assistance.

Question: Where can I find frequently asked questions (FAQ) about EVV? Is there an online version I can review?

Answer: Yes, the EVV FAQ, along with other helpful resources, can be found on the ODM EVV webpage.

Providers using the state EVV Sandata solution:

Question: I completed the required EVV training as part of my Medicaid application before I received my Ohio Provider Medicaid ID. How do I get logged into the EVV system to set up my employees and the recipients I serve?

Answer: After you receive your Ohio Provider Medicaid ID, log in to eTRAC and click “Register.” You will be asked to enter your provider Medicaid ID number. Once you are signed into eTRAC, click “Welcome Kit” at the top of the screen to view sign-in materials.

Providers using an alternate vendor:

Question: Why isn’t my information updating in the Aggregator when I try to send a corrected/updated “PatientMedicaidID” for a recipient?

Answer: When sending a client record today, the “PatientOtherID” and “PatientMedicaidID” cannot be changed or updated. They must match what was previously sent to Sandata. In the event a “PatientMedicaidID” needs changed or updated, a new “PatientOtherID” must be sent with the corrected “PatientMedicaidID.”

An enhancement expected to be rolled out in 2024 will allow “PatientMedicaidIDs” to be changed/updated without creating a new “PatientOtherID” for a recipient already in the EVV Aggregator.

Ask a trainer

Do you have questions about EVV?

You can schedule a session by clicking EVV Help to reserve a private Zoom call with a Sandata trainer to discuss your EVV questions. Sessions are available Monday-Friday at 11:30 a.m. and 3:30 p.m., Eastern time. If these times do not work for your schedule, please reach out to odmevvtraining@sandata.com and a Sandata trainer will get back with you.

The following topics are addressed in the sessions:

• Improving EVV claims matching.
• Solving reoccurring exceptions.
• Getting started with EVV.

We will also share helpful training materials and resources based on the conversation. There is no limit to the number of sessions you can attend. If you cannot attend a session, please cancel in advance using the instructions on the confirmation email.

November 2023 Sandata releases

Sandata regularly updates its EVV software via releases to ensure it runs smoothly. Below are the changes you may have noticed in the Sandata EVV web portal and SMC app in November.

Electronic Visit Verification web portal releases

• EVV web portal users can now search for an employee on the Employee tab of a visit. A new search option in this tab is the Employee Santrax ID. This allows users to update the direct care worker on a visit, if necessary, from a single screen.
• The search function on the Employee and Client tabs within the visit details will now have a Search button to initiate the search.

Sandata Mobile Connect releases

• Previously, users encountered difficulty in using the "continue" button when trying to confirm or deny a visit or service in client verification. This fix allows the "continue" button to function properly and redirect to the signature screen.
• When opening the side menu (3 lines in upper left) in the SMC app of an iOS device, users can now see their agency's name under their own name at the top of the menu.
• Previously, the "Unknown Visit" button remained active for a short time after a visit was started. This update will cause the "Unknown Visit" button to become unavailable/greyed out as soon as a visit is started.
• Previously, users in the middle of resetting their password would have to restart the process if they navigated to a different phone application before completing the reset. Now, users in the middle of resetting their password are brought directly back to the password reset screen when returning to the SMC app from another application within 60 seconds or less.
• Previously, when searching for a client, there was no "Search" button visible in the application and many users ended up selecting the "Start Unknown Visit" button in error. The ability to search was only possible via the magnifying glass on the device's keyboard. This update adds a search button on the Client Search screen to improve the user experience.

You can access Sandata Release Notes here, but need a Zendesk EVV account to view. Please sign up at the link if you do not have an account already.

Questions about releases or the system should be directed to the Sandata EVV Provider Hotline at 855-805-3505 or ODMCustomerCareemail@sandata.com. 

Contact information

The Sandata EVV Provider Hotline hours of operation are Monday-Friday 7 a.m.- 8 p.m. and Saturday and Sunday 9 a.m.- 5 p.m. You can give us a call or email anytime and we will return your call during our hours of operation.

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