Please note the following information is not Payer specific.
Q: What does Sandata need to promptly reply to my ticket?
A: Include agency name, state, and state identifier, alternate vendor.
- A complete description of the error/issue.
- The complete request and response JSON data examples.
- Provide Aggregator username experiencing the issue.
- Aggregator screenshots where applies.
- If the ticket involves claims, also include the state denial report/Explanation of Benefits (EOB), which clearly shows what was claimed and the denial, or the ICN number (if applies).
Q: What do I need to do for my data to successfully process to Aggregator?
A: Review state Alternate Vendor EVV specifications/addendum.
- Data must be sent to the correct endpoint, with the correct header and ProviderID, as provided in the production credentials pdf.
- All data must be formatted in compliance with the specific state Payer specification/addendum.
- All segment and fields names are case sensitive and must be sent exactly as listed.
- No blank data elements are acceptable. When required field, with no specific value, must use null.
- All date/time fields must be sent in UTC format YYYY-MM-DDTHH:MM:SSZ.
- Clients and Employees must be successfully loaded before associated Visits can be sent.
- Clients and Employees need only be sent when a new or updating record.
- All visit updates must include the VisitChanges segment.
- All visits with CallType Manual must include the VisitChanges segment.
- All visits with at least one Adjusted date/time must include the VisitChanges segment.
Q: How do we switch alternate vendors?
A: IMPORTANT: When the account is deactivated (End Date added), the vendor can only send visits with a Visit Date up to and including the End Date. Existing visits can continue to be updated.
- BEWARE: Only Verified visits are available for claims match. It is highly recommended to work with the current vendor, to update any visits in Incomplete status, to either Verified or Omit status.
- Search Aggregator back 1 year. In ‘Filter Visits By’ dropdown select ‘All Visits’. In ‘Visit Status’ dropdown, select ‘Incomplete’.
- When ready to switch alternate vendors, please email the appropriate Sandata address requesting to switch vendors, to create a ticket.
- Please include the agency name, state identifier, and contact information.
- Please include current vendor name and requested End Date.
- Please include the new vendor name, contact information, and requested Start Date.
- If the new vendor had previously passed testing for that state, a new account will be created and production credentials will be sent.
Q: How do we abandon using an Alternate Vendor and change to the state EVV solution with Sandata?
A: IMPORTANT: When the account is deactivated (End Date added), the vendor can only send visits with a Visit Date up to and including the End Date. Existing visits can continue to be updated.
- BEWARE: Only Verified visits are available for claims match. It is highly recommended to work with the current vendor, to update any visits in Incomplete status, to either Verified or Omit status.
- Search Aggregator back 1 year. In ‘Filter Visits By’ dropdown select ‘All Visits’. In ‘Visit Status’ dropdown, select ‘Incomplete’.
- When ready to abandon the Alternate Vendor, please email the appropriate Sandata address requesting to abandon Alternate EVV, to create a ticket.
- Please include the agency name, state identifier, and contact information.
- Please include current vendor name and requested End Date.
- After Alternate Vendor account has been updated with the End Date, Sandata will advise how to access your welcome kit.
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