Sandata/HHAeXchange, Ohio Medicaid’s Electronic Visit Verification (EVV) system partner, is making support and learning faster, better, and easier for providers. Three enhanced portals are going live April 20.
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Sandata’s Customer Support Portal is getting a fresh new look! Improved functionality, easier navigation, and a modern design. Providers will be able to submit tickets quickly and follow a streamlined tracking process for faster resolutions from Sandata’s Technical Customer Care (TCC) team. See how it works in this Support Portal Overview.
- Sandata’s Technical Customer Care (TCC) team is still available through the same phone numbers and email addresses providers already use.
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Sandata Learn will be moving to HHAeXchange University. The upgraded version will feature a modern interface, enhanced functionality, and more intuitive navigation to make finding support videos and materials easier. The content providers rely on today will migrate to the new site. It will also house new resources as they become available. Learn more about what’s coming with this video on the new HHAeXchange University.
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Sandata on Demand is getting a new home and a new name. It will become Sandata Knowledge Base offering richer functionality, intuitive navigation, and Caree, a virtual assistant for instant answers and training resources. You can get more information with this walkthrough of the Sandata Knowledge Base.
The Ohio of Medicaid and Sandata/HHAeXchange are committed to making this a smooth transition. We’ll be sharing more information about these new upgrades in the days ahead, offering more insight on how to prepare for the transitions.
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O
hio’s Next Generation MyCare Program rolls out to 22 more counties on May 1,making the program available to more Ohioans. This includes individuals from PASSPORT, the Assisted Living Waiver, the Ohio Home Care Waiver, and those receiving certain long-term services and supports through the Medicaid state plan. As these members transition, participating health plans will support EVV requirements for them.
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Key reminders as you prepare for the May 1 expansion:
- Members may begin to transition from PASSPORT to MyCare on May 1.
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- Local Area Agency on Aging (AAAs) should be working proactively to support smooth transitions from PASSPORT, the Ohio Home Care Waiver, and other impacted programs.
- Update EVV records before May 1.
- EVV authorizations must be updated in the EVV system when a member's payor changes.
Please review the services and procedure codes affected by the May MyCare expansion. Other resources available include:
Alt EVV systems must be configured to use Reason Code 99 for manually edited on or after April 1. This includes manually created visits.
Failure to implement this requirement will trigger Sandata aggregator rejections for manually created or edited visits, delaying reimbursements for the care you provide. Guidance is available for your Alt EVV system vendors in Appendix H of the Alternate EVV Technical Specifications.
A new guide is now available to help EVV providers successfully end date a recipient record in the Sandata system. This step-by-step resource explains how to end date a service, authorization, or discharge if the recipient is switching to another program or needs to end an existing one.
Learn and check out the bottom of the guide for instructions on adding a new program.
Providers can now register for individual or small group technical support using Sandata's new registration link. Bring your questions to a Sandata trainer who can help you with EVV. Office hours are held every Monday at 10 a.m. ET and every Tuesday through Friday at 2:30 p.m. ET, excluding holidays.
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Date
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System
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Update
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Description
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3/4/2026
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EVV
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DCW/Employee Activity Report Late Minutes Calculation
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Previously, a DCW/Employee’s late minutes were rounded up incorrectly. They will now be rounded down to the nearest minute on the DCW/Employee Activity Report.
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3/4/2026
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EVV
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Start of Care Date incorrectly displayed in Recipient History
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Previously, the Start of Care Date was originally defaulted to the authorization creation date in the History section of the recipient record. It now correctly displays the Start of Care date entered when creating the authorization record.
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3/4/2026
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EVV
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XREF Record Search improvements
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You can now search for XREF Live-In Exemption records using separate first and last name fields.
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3/4/2026
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EVV
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Recipient Service History now showing in History section
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When adding a service to a recipient, the audit history will now be recorded in the history section of the recipient record.
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3/4/2026
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EVV
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User now redirected to login screen when re-opening browser session
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After a user closes their browser while logged into EVV, they will now be forced to the login screen when re-opening their browser.
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3/4/2026
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EVV
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Visit Status Filter fixed on Dashboard screen
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Users can now correctly filter the reports on the Dashboard section when clicking on the exceptions bar.
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3/4/2026
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EVV
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Manage User Roles keyboard interaction improvements
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On the Manage User Roles screen, usability improvements have been made to allow for easier keyboard-only navigation.
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3/4/2026
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EVV
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Addresses | Phone Number menu actions Visibility Improvements
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In the Addresses and Phone Numbers section of the recipient record, the menu actions (Edit, Delete, View) are now fully visabile in all situations.
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3/4/2026
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EVV
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Employee Bulk Upload Improvements
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Additional warnings will now let a user know they are using a poorly formatted file when utilizing the DCW/Employee Bulk Upload feature.
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Ohio Medicaid and HHA Exchange (formerly Sandata Technologies) are ready to assist providers and agencies in meeting claims validation requirements and more. We’ve got a list of contacts to break down who to contact for your specific needs.
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