Support Contact Information for Medicaid, Clearinghouses, and MCOs
Overview
Sometimes you may need to reach out for support from other companies that work with you and Ankota, such as clearinghouses or state Medicaid support lines. The most commonly used support contacts are provided below.
Medicaid - Dedicated State Support Lines
- Georgia: Provider services 800-766-4456; Customer Service/Claims Resolution: (404) 657-5468; (866) 211-0950 EVV/Conduent; State (770) 325-9600; email form at https://dch.georgia.gov/contact-dch, or EVV support at evv.medicaid@dch.ga.gov
- Illinois: hfs.evv@illinois.gov, Aging.EVV.Support@Illinois.gov
- Ohio: EVV@medicaid.ohio.gov
- Virginia: (Toll-Free) 800-552-8627 or 804-786-6273 (in state); evv@dmas.virginia.gov; Waiver Services Unit: 804-786-1465
- Florida: https://www.myflfamilies.com/contact-us/ (numerous options depending on region and needs)
- Kentucky: (855) 824-5615 for provider questions; more options at https://chfs.ky.gov/agencies/dms/Pages/default.aspx
- Missouri: 573-635-3559 (EMOMED helpdesk); internethelpdesk@momed.com
- New Jersey: njmmisedi@gainwelltechnologies.com (MMIS EDI support); mahs.evv@dhs.state.nj.us (EVV questions)
- Oregon: 800-336-6016 or dmap.providerservices@dhsoha.state.or.us
- Provider Web Portal password reset/unlock/PIN access: Team.Provider-Access@state.or.us
- Electronic Data Interchange (EDI): DHS.EDISupport@state.or.us
- Provider Web Portal: https://www.or-medicaid.gov/ProdPortal/
- Claims: DMAP.ProviderServices@state.or.us or 1-800-336-6016
- Hours: M-F 8:00 a.m. to 5 p.m.
Clearinghouses and Aggregators
HHAeXchange
- EDI support: edisupport@hhaexchange.com is no longer working; submit a ticket through the client portal.
- New Jersey: NJMMISEDI@gainwelltechnologies.com, EDI Unit at 609-588-6051
- West Virginia: 866-983-4627 • Email: Wvsupport@hhaeXchange.com
Sandata
- General: support@sandata.zendesk.com, 833-350-5844
- Ohio (ALT EVV only): ohaltevv@sandata.com, (855) 805-3505
- North Carolina (ALT EVV only): ncaltevv@sandata.com
Tellus
- Phone: 833-4-Tellus
- Trouble tickets: https://www.ntst.com/lp/tellus-landing-page, https://mobilecaregiverplus.com/resources/ (state-based training and ticket links), https://support.netsmartconnect.com/solutionsupport (once logged in, click Support, then Create Case)
- Note: support@4tellus.com is no longer working. Support tickets must be started through the link above using a NetSmart account. There is no direct escalation email at this time.
Georgia Tellus Conduent EVV Support: In Georgia only, Conduent provides tier 1 support for Tellus claim issues. Contact 833-701-0012, GAEVVSupport@Conduent.com, or www.GAEVV.com (for chat).
Optum
- General: 800-225-8951
Availity
- General: 1-800-282-4548
Conduent
- Claims support: Worker's Comp, 866-851-7739 or 1-800-552-8627 or 804-786-6273
- General support: 1-844-ONE-CNDT (663-2638) Monday through Friday, 8:00 a.m. to 7:00 p.m. Eastern Time
- Virginia EDI: virginia.edisupport@conduent.com (Send the Conduent packet here and inquire about log-in credentials.)
- Georgia Tellus Conduent EVV Support: 833-701-0012, GAEVVSupport@Conduent.com, www.GAEVV.com (chat)
Change Healthcare
- Capario Claims support: 877-469-3263, option 1
- General support: 866-371-9066
- Claims support: 800-819-7965
- EDI file support: 800-792-5256
Capario (of Change Healthcare)
- General support: 877-469-3263
Waystar
- General support for S&D clients: 844-392-9782
- https://www.waystar.com/contact-us/
- General support (may require transfer based on contract type): 844-592-9782 (claims, press 1; remittance, press 2)
Gainwell
- Gainwell HIPAA - EDI Helpdesk: 609-588-6051; NJMMISEDI@gainwelltechnologies.com
MCOs
UHC
Aetna Better Health (MCO)
- Aetna Claims Department: 1-800-279-1878 or www.aetnabetterhealth.com (aetnabetterhealth.com/virginia for the Virginia-specific page)
Magellan (MCO)
- Claims support: 1-800-424-4524
- EDI support: EDISupport@MagellanHealth.com or 1-800-450-7281
Optima (Sentara)
- 757-552-7474 or 1-800-229-8822, option 2
- editeam@sentara.com, ProviderRelations@sentara.com
Finding the Batch ID in Ankota
Troubleshooting with aggregators often involves supplying the batch ID to the aggregator. Ankota has made it easier to find by adding the Batch # next to Export status in the Visit Details Page.
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