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Elizabeth M. Whitehorn, Director

Provider Notice issued 12/30/2024

 

To:  Personal Care Services (PCS) and Home Health Care Services (HHCS) Providers
​Date December 30, 2024
​Re:
 Electronic Visit Verification (EVV) Technical Assistance

The Illinois Department of Healthcare and Family Services (HFS) is including the below guidance for providers that are currently required to use HHAeXchange (HHA) or transmit EVV data to HHA for aggregation. Please follow the below steps for obtaining resolution of technical concerns:

·  First review HHA’s Learning Management System (LMS) and/or HHA’s Illinois Information website;
·  Providers might also review the EVV Frequently Asked Questions (FAQ) and Illinois EVV Townhall webinar materials on HFS’ EVV website;
·  If providers are unable to resolve technical concerns through review of HHA resources, they may submit their concerns to HHA via the Illinois EVV Helpline at 1-833-961-7429, the Illinois email support address, or through visiting the HHA Client Support portal; 
·  Please note that use of the Client Support portal is the ideal method for obtaining assistance from HHA. Provider agencies need to access the Client Support portal directly to view and send responses to messages from HHA. It is the provider agency’s responsibility to respond to questions and follow up from HHA via the Client Support portal within a couple of business days to avoid closure of Client Support portal tickets prior to resolution. To avoid premature ticket closure, provider agency representatives who anticipate barriers to responding to feedback from HHA within a couple of business days are encouraged to add contact information for multiple provider agency staff to each ticket;    

· In instances where provider agencies have not received an initial response from HHA within two business days of submitting a concern to the Client Support portal or have not received the level of guidance needed for resolution within one business week, provider agencies may escalate their concerns and reach out to their respective state payer’s EVV inbox:

       o   EVV inbox for HHCS provider agencies billing fee-for-service Medicaid and/or MCOs

       o   EVV inbox for HHCS provider agencies billing DSCC

      o    EVV inbox for PSW and HHCS provider agencies billing IDHS-DDD

Providers may add an above EVV inbox to HHA support tickets by either carbon copying the respective EVV inbox when emailing HHA’s Illinois email support address, or by adding an EVV inbox as a “participant” to a ticket after creating the ticket within HHA’s Client Support portal.

All HHCS and PCS providers are highly encouraged to subscribe to HFS EVV Provider Notices and Email Notifications by visiting HFS’ Provider Notice Subscription page, selecting “Electronic Visit Verification” as a category, and submitting. A list of historical EVV Provider Notices and Email communications can be accessed by visiting HFS’ EVV Provider Notices and Email Communications webpage.

For questions regarding this notice, please email HFS.EVV@illinois.gov. 

 

 

Kelly Cunningham, Administrator
Division of Medical Programs