Skip to main content

Provider Update #13 Transition to Sandata


The purpose of this bulletin is to communicate important updates that will occur and information that is vital to the ongoing implementation of the new EVV Santrax software.
  • Sandata Customer Care can be reached at (844) 289-4246. Please follow these instructions when communicating with Sandata Customer Care and submitting issues through the EVV email address [Sandata Customer Care: There are multiple customer service reps strictly dedicated to Oklahoma Providers to address concerns. We also provide Tier 2 and Tier 3 support for more complicated issues]
    1. Please include your Agency Name and Agency ID number in the subject line.
    2. Please include the following in the body of the email:
      a. Specific issue
      b. Examples of the issue
      c. Screen shots if applicable and available
      d. Correct contact information – first and last name, phone and email address
    3. You will receive confirmation from Sandata of receipt of your email followed by a call and/or email with a ticket number and additional questions so that we can answer your request or solve the issue
Examples of information that should be sent to would include:
  • EVV issues that are of a programmatic or non-technical nature, (questions about policy and procedure).
  • Phone number updates (no address changes please). Providers may submit phone number updates to MSU-AA in the format that is most productive for the Provider.  This means Providers may use the Phone Number List form, ADv9, or export and send in an EXCEL spreadsheet to  All submissions must include necessary Member identifying information to be changed.  This includes the Member ID, name, both the number to be updated and the number that should be deleted (old and new phone number).
  • Sandata will be hosting a weekly Provider Call that will occur every Thursday from 3:00PM to 4:00PM CST.  Expect to receive an invite and an agenda in the coming weeks. 
  • Communication to Providers will be enhanced as the EVV message board will be used more often to broadcast system changes and updates.  System maintenance efforts would be an example or instance where Providers will see an immediate change in communication.  Sandata may also send email blast or contact the Provider directly as warranted. 
  • Additional training aids for multi-client call-in and call-out are included in this bulletin. 
  • Reminder
    All home visits by any Provider staff must be documented through the EVV. These visits must be scheduled. If you are experiencing technical barriers that are preventing you from effectively calling in and out from the EVV system, please contact Customer Care at (844) 289-4246.
MSU-AA has been, and will continue to be, committed to addressing Provider concerns throughout the EVV system transition.  In a collaborative effort to convert known Provider issues into items slated for action, MSU-AA and Sandata developed the following list that outlines upcoming or current enhancements or changes for the Santrax EVV system:
  • Sandata will recognize and track agencies that continue to have billing related issues that prevent payment.  These items will be triaged through the Customer Care Center and will be forwarded to an Account Manager who will follow through with the Provider until they reach resolution.
  • The late and missed visit functionality is temporarily disabled until further notice.  This will allow the Provider an opportunity to make any necessary internal process changes and should reduce the amount of exceptions being required to process and bill claims.  Adequate notice will be offered prior to resuming this function.
  • The functionality for entering reason codes when creating an invoice is temporarily disabled until further notice.
  • Sandata is exploring available options for expanding some of the lower tiered user roles in order to divert tasks to other users.  For example, the HR person may be allowed to enroll staff for speaker verification.  Details regarding enhancements to user roles will be provided as changes have been made.
  • The Santrax system is configured to reflect Central Time Zone. In cases where there is an unknown client and an unknown staff on a call, the time zone is defaulting to Eastern Time zone. This is a known error and is currently being investigated by Sandata for resolution.
  • Sandata is investigating overall system viability as it relates to system slowness and instances where Providers reported that the system was timing out when batch claims are sent.
  • Sandata will explore the availability of configuring the system to allow for the Provider to save changes when making incremental changes while performing visit maintenance.
  • Sandata is exploring the feasibility of developing a method that would allow Providers to cancel staff admissions that were created in error.
  • Billing for T1011 through the EVV system is presently on hold.  Sandata & MSU-AA remain committed to developing a means to bill for this service through EVV.
  • Sandata is exploring possible system enhancements to allow for mass Member re-assignment, instead of the current process where one Member must be re-assigned at a time.
  • A list of FAQs will be posted to the EVV web-page by 10/24/14.
  • Sandata will explore the potential for stopping billing in instances where the ICD-9 code is not current and Sandata will review the current ICD-9 report to show missing and invalid codes.
  • Additional information and training aids will be made available for the Fixed Visit Verification device.
  • Sandata will change the call-out work flow so that the staff is required to enter a task prior to ending the call-out procedure.
  • Sandata will update the software to allow the location to default to “Home” when scheduling an event. 
  • The Rounding Rules application has been adjusted to allow the Provider to enter exact times which will accurately reflect the correct number of units billed when entering retroactive scheduling.  In a related measure, Sandata is conducting an analysis to review for all agencies any under billed claims. This will determine what units may have been lost as a consequence of retroactive scheduling and the Rounding Rules.
  • 6.8 Release. Client page now has the fields for the Clinical Manager’s name and Directions highlighted in red to indicate warning. If the agency bypasses those fields, it will not affect anything as they are not mandatory fields. This will not affect the client record.
  • Fixed Visit Verification (FVV) Devices:  Case managers should submit a request for FVV to The request should be for an application for the Member.  These requests will be reviewed and approved one at a time. This will be the only accepted means of submitting these request as this will serve as the MSU-AA’s method for tracking and approval for Members to receive the device.  If you have previously submitted a request by any other means you will need to resubmit.
  • Please remember the ADv 6g is the document that serves as the authorization to provide services to Members. We are aware that some authorizations in the Santrax system are reflecting inaccurately. We have worked with Sandata to resolve systematic missing authorization issues and any authorizations still missing or that are incorrect can be reported to MSU-AA via the EVV email address. In the meantime, the ADv 6g reflects authorized services and services should be provided accordingly.
  • If a Member is missing from your database, please first confirm that the authorization line is free of all conditions prior to contacting Sandata Customer Care. If the line is conditioned, please address the condition and respond to MSU-AA as required by the condition.  Once the update is processed, the Members should then be visible to the Provider agency in that database
  • Phone Number Update Process: The MSU-AA will temporarily amend the phone number update process in order to expedite data entry. The current process for updating Member phone numbers that began with the initial implementation of AuthentiCare is:
    • Step 1: Provider updates the member’s phone number in the EVV system.
    • Step 2: Provider submits ADv9 to MSU-AA to communicate the phone number update or change.
    • Step 3: MSU-AA staff enters phone number update into WMIS or source system.
    • Step 4: MSU-AA sends phone number update to EVV provider which will overwrite the phone number in the EVV.
  • Sandata will temporarily make the phone number fields in Santrax editable for the Provider.   This will allow the Provider to enter the Member’s “Phone Number of Record” in the WORK PHONE and the CELL PHONE number field for the purposes of “call-in and call-outs”.  Do not enter data or otherwise edit information in the HOME phone number field.
  • As a reminder, the Phone Number of Record is the phone that belongs to the Member and is located at their place of residence.  This is the only phone a Provider may use to call into the EVV system.  The Provider must verify that phone numbers entered into the system are correct.  Calls into the EVV system from a phone that does not belong to a Member is considered “not authorized”, and invoicing associated with non-authorized phone numbers may not be reimbursed.
  • When updating phone numbers in the Santrax system, the Provider should enter the Phone Number of Record in both the WORK and CELL phone fields.  The purpose in entering the phone number in both fields is to ensure that the phone number is not overwritten when the Member’s record is updated from the source system (WMIS).
  • Although the EVV will have a phone number that will allow for call-ins and call-outs, WMIS records must still be updated as the phone numbers will feed into the EVV system.  Once Providers have updated the Member record, the ADv9 must be submitted to MSU-AA with the update recorded.
  • Case Management Compliance/Certification: MSU-AA will begin to send Case Management WMIS ID numbers to Case Management Providers to enter in to the Santrax System to satisfy the compliance check for CM security role/user type.
Please see the following updates copied below.  These documents will be archived on the MSU-AA webpage 317:35-17-22. Billing procedures for ADvantage services
(e) The provider must document the amount of time spent for each service, per OAC 317:30-5-763. For service codes that specify a time segment in their description, such as 15 minutes, each timed segment equals one unit. Only time spent fulfilling the service for which the provider is authorized, per OAC 317:30-5-763, shall be authorized for timed based services. Providers shall not bill for a unit of time when not more than one-half of a timed unit is performed. For example, if a unit is defined as 15 minutes, providers should not bill for services performed for less than 8 minutes. The rounding rules utilized by the IVRA and web-based billing system to calculate the billable amount of a unit are:
  • services provided for a duration of less than 8 minutes cannot be rounded up and do not constitute a billable 15 minute unit; and
  • services provided for a duration of 8 to 15 minutes are rounded up and do constitute a billable 15 minute unit

1. Rounding Rules
 Sandata continues to research rounding issues; however, the following process may assist Providers in avoiding rounding errors when entering CM data for administrative work. Rounding Rules for Case Management Administrative Functions:Case Managers will keep a daily log recording of administrative tasks performed in support of a Member. These tasks include Member support provided when not visiting a Member’s home. Therefore, schedules for these tasks will not have a call in and a call out. In order for rounding to occur with correct units, it is important for schedulers to enter time in the Santrax Field. Below is a step by step guide.Entry of Schedule time in the Santrax Field Scheduling Overview:  After creating the schedule from the New Event Screen in a Pending status, the schedule now needs to be confirmed for billing. In order for the schedule to be Ok to Bill and the correct units applied on the schedule, the schedule must be turned into a Confirmed status, times must be entered in the Santrax field, and Tasks entered.*Make sure there are enough units associated with the authorization when scheduling as this will affect the rounding of the units. a. Double click the schedule that was created in a Pending status
b. Enter the schedule time in the  Santrax Field to populate the visit units
c. Change status to Confirmed
d. Enter Tasks (See list of Case Management Activities below)
e. Click Save
*Note: Activities entered with durations < 8 minutes will not constitute a billable item.
2. Case Management Data Entry
Case Management Process Overview:Case Managers will keep a daily log recording administrative tasks performed in support of a Member. These tasks include Member support provided when not visiting a Member’s home.Entry of Case Management Duties Case Management administrative activities will be entered using the “New Events” screen within the Scheduling Module.  To create these duties in EVV:
a. Access the New Events screen in the EVV Scheduling Module.
b. Select Single Event from the Frequency section.
c. Select Client, Case Manager Staff person, and relevant Case Management Service type.
d. Enter Date and Start & End time of Activity.
e.  Verify 01-Pending under Status is selected. (This field does defaults to Pending. Please verify the Status is set to Pending)
f. Select 03-Office for PoS.
g. Enter the Administrative Task performed in the Comments field.
h. Items b-f above, select “Add” in the upper right hand corner.
If edits are required, right click on item and select “Delete”. Otherwise select “Commit”.
  • Selecting commit adds a confirmed schedule and reduces the authorization by the amount of units associated with the event.
Scheduling Overview: The Pending schedule needs to be confirmed for billing. In order for the schedule to be Ok to Bill, the schedule needs to be in a confirmed status and tasks entered. Below is the a step by step guide:a) Access the Scheduling Overview screen by clicking the Scheduling button
      NOTE: Make sure there are enough units associated with the authorization when
      scheduling as this will affect the rounding of the units.
b) Double click the schedule that was created in a Pending status
c) Enter the schedule time in the  Santrax Field to populate the visit units
d) Change status to Confirmed
e) Enter Tasks (*See list of Case Management Activities on Page 11)
f) Click Save
In the Billing Review screen, the schedule appears as “Billable” and ready for invoicing.
Case Management Activities:
Service Code Activity/Task
Case Management 71 Service Plan Development
Case Management 72 Developing Service Resources
Case Management 74 IDT Meeting Visit
Case Management 75 Documentation at the office
Case Management 76 Member Phone Contact
Case Management 77 Service Coordination
*Note: Activities entered with durations < 8 minutes will not constitute a billable item.
3. Multi-caller Reference Guide : A multi-caller reference guide will be available online soon. In the meantime, you may request a copy from
If a Member moves between branches, will their Location ID be changed? Should agencies encounter this scenario they are to contact Sandata who will make the change to Location ID.Can admits be cancelled? Should agencies encounter this scenario, they are to contact Sandata who will make the change to Admit Type. Can Coordinators be reassigned? Should agencies encounter this scenario, they are to contact Sandata Customer Care to have them assist with reassigning Coordinators.  For a complete list of FAQs: you for you continued support as we implement the new EVV system.  If you have questions or concerns regarding the EVV system please submit your communications to
Back to Top