Attention EVV Providers: Netsmart Decommissioning after April 30, 2025

Important Deadline Approaching: Access to Netsmart Mobile Caregiver+ will be unavailable to Highmark Wholecare Electronic Visit Verification (EVV) providers after April 30, 2025. This means all corrected claims and requests for review related to services provided before November 1, 2024 must be submitted through the appropriate channels after this date.

The last date of service for claims submitted through Netsmart is October 31, 2024. While timely filing for original claims is 180 calendar days from the date of service, Highmark Wholecare will consider corrected claims or requests for review submitted within 365 calendar days of the date of service.

After April 30, all corrected Netsmart claims for services before November 1, 2024 must be submitted through Highmark Wholecare’s clearinghouse, Smart Data Solutions (SDS). Refer to the Highmark Wholecare PA Medicaid Manual, Claims and Billing Section (pages 110-116), for detailed instructions on submitting claims through the clearinghouse.

Urgent Action Required Before April 30, 2025: Providers should resolve any outstanding EVV and claims billing issues with Netsmart by April 30, 2025. Contact Netsmart support using one of the following methods:

• Phone: (833) 483-5587
• Email: evvsupport@ntst.com
• Netsmart Support Ticket Submission 

Transition to HHAeXchange: Highmark Wholecare transitioned to HHAeXchange as our payer-sponsored EVV solution on November 1, 2024. All claims with dates of service on or after November 1, 2024, should be managed exclusively through HHAeXchange.

Monthly Compliance Report: Starting in April, Providers will receive a monthly compliance report from HHAeXchange containing Highmark Wholecare’s data. The EVV Compliance Report will provide insight on compliance percentage and allow providers to proactively take action, if necessary, to improve performance in order to meet EVV compliance requirements.

Resources: For more information on training, troubleshooting, and other tips and tricks within HHAeXchange, check out the following resources:

• Provider Knowledge Base
• Caregiver Knowledge Base
• Pennsylvania Home Health Information Center
• For HHAeXchange support, please submit a ticket via their new Client Support Portal. Please bookmark the new Support Portal link to ensure HHAeXchange support inquiries are received by the Technical Customer Care Team in a timely manner.

Providers should have received an automated email inviting them to create login credentials for the new HHAX Support Portal. If you did not receive this email or need to set up access for additional team members, you can request login credentials using the form in the "Request" section at the bottom of the Customer Care Support Portal login page.

• Submitting Tickets: To submit a ticket through the portal, go to Help Resources > Support > Submit a New Case. Please include all relevant details.
• Support Portal Overview: Watch this video for a step-by-step overview of the new support portal.

Questions? Contact the Highmark Wholecare EVV Team at EVV@Highmark.com for assistance with Netsmart or HHAeXchange.