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

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

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

Creating the First Account Enter your Provider Medicaid ID, and then re-enter it again to ensure it is correct.

Creating the First Account Enter the email address on file with the Ohio Department of Medicaid (ODM), that matches your entered Medicaid Provider ID. If the email address you enter does not match what ODM has on file, you will see the message displayed in red in the screenshot below. If you see this, please call ODM at 800-686-1516.

Creating the First Account Fill out your information, choose a password, and then click the “I confirm that I am a Medicaid Provider…system” If the email address you entered matches what ODM has on file for your Provider ID, you will see a screen with your Agency name or personal name for the email populated on the next screen. You will also see additional fields for you to enter information. Fill out your information, choose a password, and then click the “I confirm that I am a Medicaid Provider…system” checkbox to confirm you are a Medicaid Provider and authorized to use the system. Finally, click Register Account.

Creating the First Account First person to create an account for the provider= provider’s Security Administrator The first person to register for an account for a Provider ID in eTRAC will become that Provider ID’s Security Administrator in eTRAC. The Security Administrator will see a Security tab in eTRAC. ONLY The Security Administrator will see the Security Tab. This is where the 4-digit PIN that has been set up for your Provider ID in eTRAC will be displayed.   **Agency providers are the only ones who should need to add additional users. The Security tab will also display all of the users who have registered in eTRAC under your Provider ID, and it will allow the Security Administrator to unlock any user’s account, if it becomes locked.

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

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 Notes: -A security administrator can SEE the PIN, but they cannot reset it, at this time. If a PIN needs reset, Provider would contact Support. -The Security Admin’s ability to lock/unlock a user only applies to eTRAC, and NOT EVV or MVV.

Creating Additional Login Accounts for a Provider ID Start from the eTRAC website: https://etraconline.net When on the eTRAC website, click Register. Same process as before, to begin with.

Creating Additional Login Accounts for a Provider ID Enter your Provider Medicaid ID, and then re-enter it again to ensure it is correct.

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. If the email address you enter does not match what ODM has on file, you will see the message displayed in red in the screenshot below. If you see this, please call ODM at 800-686-1516.

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 Provider Medicaid ID already has a registered user (i.e. need to enter the PIN)

Creating Additional Login Accounts for a Provider ID If you enter the incorrect PIN, you will see this: If you enter an Invalid Pin: Support will tell them who the security administrator is, but does NOT have access to PIN.   Support can create a security admin if the existing Security Admin is no longer available, but only after passing the validation process (agent will call the agency phone number on file, ask for the caller and validate they are speaking with the same person, create the security administrator account).

Questions?

Implementation Update

EVV Implementation Stats: Adoption Agency Providers 813 597 470 85,691 Non-Agency Providers 5408 2739 741 10,860 Activity / Metric Total Providers Providers Trained Providers with Clients Set Up Visits Logged Since Go-Live *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 of 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.