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

2. eTRAC Updates

3. 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

4. Creating the First Account
Start from the eTRAC website:
When on the eTRAC website, click Register.

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

6. Creating the First Account
Enter the address on file with the Ohio Department of Medicaid (ODM), that matches your entered Medicaid Provider ID.
If the 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

7. 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 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 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.

8. 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.

9. 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 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

10. 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.

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

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

13. Creating Additional Login Accounts for a Provider ID
Enter the address on file with the Ohio Department of Medicaid (ODM), that matches your entered Medicaid Provider ID.
If the 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

14. 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)

15. 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).

16. Questions?

17. Implementation Update

18. 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

19. 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

20. 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.