ODM January Stakeholder Meeting Kristy Wathen, EVV Program Manager - - PowerPoint PPT Presentation

ODM January Stakeholder Meeting

Kristy Wathen, EVV Program Manager Kristine Snyder, Account Manager, Sandata Technologies January 30, 2018

1

2

eTRAC Updates

Summary of Changes

• eTRAC will require 2 pieces of authentication when a user tries

to create an account:

» Medicaid Provider ID » A 4-digit PIN that’s generated in eTRAC

• How does this affect you?

» Providers creating an account for the first time in eTRAC will go through the new process » Providers who already have accounts will just need to know how any additional staff (such as in agencies) will create accounts

3

Creating the First Account

• Start from the eTRAC website: https://etraconline.net
• When on the eTRAC website, click Register.

4

Creating the First Account

• Enter your Provider Medicaid ID, and then re-enter it again to

ensure it is correct.

5

Creating the First Account

• Enter the email address on file with the Ohio Department of

Medicaid (ODM), that matches your entered Medicaid Provider ID.

6

Creating the First Account

• Fill out your information, choose a password, and then click

the “I confirm that I am a Medicaid Provider…system”

7

Creating the First Account

• First person to create an account for the provider= provider’s

Security Administrator

8

Creating Additional Login Accounts for a Provider ID

• For providers with existing eTRAC accounts, the Security

Administrator has been identified by:

» The first user to register with the email address on file with ODM, for that Provider ID » The first user to register for that Provider ID

• There is only one Security Administrator per provider, by

default

• If you are an Agency, and you would like additional Security

Admins, you may:

» Contact Support » Complete provider verification

9

Security Administrators

• Can see the Security Admin tab when they log into eTRAC
• Can see the 4-digit PIN that additional users would need to

create accounts

• Can unlock or lock the eTRAC accounts of users with accounts

under their Provider ID

10

Creating Additional Login Accounts for a Provider ID

• Start from the eTRAC website: https://etraconline.net
• When on the eTRAC website, click Register.

11

Creating Additional Login Accounts for a Provider ID

• Enter your Provider Medicaid ID, and then re-enter it again to

ensure it is correct.

12

Creating Additional Login Accounts for a Provider ID

• Enter the email address on file with the Ohio Department of

Medicaid (ODM), that matches your entered Medicaid Provider ID.

13

Creating Additional Login Accounts for a Provider ID

• The Provider ID has already had a registered user, so eTRAC

will ask for the Provider ID’s 4-digit PIN

14

Creating Additional Login Accounts for a Provider ID

• If you enter the incorrect PIN, you will see this:

15

Questions?

16

17

Implementation Update

EVV Implementation Stats: Adoption

Activity / Metric

Total Providers Providers Trained Providers with Clients Set Up Visits Logged Since Go- Live

18

Agency Providers

813 597 470 85,691

Non-Agency Providers

5408 2739 741 10,860

*Data as of January 29, 2018

EVV Implementation Stats: Support

Date (Week of) Call Volume Calls Answered Call Capture Rate

• Avg. Wait

Time for the Entire Week

• Avg. Wait

Time by End

• f Week

1/8/18 7818 2249 28.77% 39:00 minutes 23:02 Minutes 1/15/18 3581 2365 66.04% 13.21 minutes 9:36 minutes

Most called about topics:

• Device Support – User Name/Password

Support

• eTRAC – Password Reset
• EVV Security – Unable to Log In
• Device Support – Request for New Device
• General Inquiry – Other Program Questions
• TVV phone numbers
• How to order MVV devices
• How to use MVV devices for training of

staff

EVV Implementation Stats: Improvements

• At launch our EVV Provider Hotline was at a 29% call capture

rate, with an average wait time of 38 minutes.

• As of 01/26/2018, the Hotline is now at a 95% capture rate

with an average wait time of 6 minutes.

• Staffing levels have increased by 63% overall and will continue

to increase.

• Epiphany is increasing their phone lines from 50 to 96 lines.
• ODM will continue to monitor call center effectiveness.

20