Welcome to Vaya Partners

Preparing for the EVV Hard Launch – Oct. 1, 2025

Verify EVV Data Submission

• Confirm your EVV vendor is currently sending visit data to HHAX for Partners Tailored Plan members.

Align with HHAX Visit File Specifications

• Ensure your EVV vendor is following HHAX Visit File requirements, including:
  • Correct field formatting
  • All required fields included
  • Accurate HHAX payer ID values aligned with each member’s eligibility
  • Reference: Visit Import Guide v5

Review Procedure Code Crosswalks

• Confirm your practice and EVV vendor are aligned on code crosswalks:
  • Authorization request → HHAX Visit File data → Claim submission
  • Reference: Partners Code Crosswalk

Monitor HHAX EDI Rejected Visits

• Make sure your staff are trained to track and resolve rejected visits in HHAX.

Check Soft Launch Claim Edits

• During the soft launch, review claims with informational edit “R9.”
• Use this time to identify adjustments needed to prevent claim denials once the hard launch begins.

Update Billing Preferences

• If your practice will direct bill, submit a ticket to HHAX to disable e-billing.

Contact Support if Needed

• For questions or issues, email our EVV Support Team at EVVSupport@partnersbhm.org.

Electronic Visit Verification, or EVV, is a way to confirm that community-based services were delivered as scheduled. Under the 21st Century Cures Act, NC Medicaid is required to use EVV for Home Health Care Services and Personal Care Services for both physical and behavioral health.

North Carolina Medicaid implemented EVV in phases, and all providers were expected to be fully using EVV by Oct. 1, 2025. To support compliance with these requirements, Partners Health Management and Carolina Complete Health partnered with HHAeXchange as the EVV solution.

Learn more about electronic visit verification and review the NC Medicaid EVV FAQ.

EVV Benchmark

NC Medicaid expects providers to maintain an EVV compliance rate of at least 85 percent. NC Medicaid also regularly monitors provider use of manual entry.

Partners’ Role in EVV

In response to a request from NC Medicaid, Partners Health Management has implemented a Quality Improvement Program to support EVV compliance. Providers with an EVV compliance rate of 50 percent or lower are strongly encouraged to take part in Partners’ improvement campaign.

This campaign includes:

• Live training webinars. Please register for one session:
  • EVV Compliance Training, Session One
    May 12, 2026 | 12-1 p.m. (Register)
  • EVV Compliance Training, Session Two
    May 20, 2026 | 12-1 p.m. (Register)
• Provider Account Relations outreach
• 90-day improvement monitoring

Providers should attend a live session or review the recorded webinar and slide deck to learn more about EVV noncompliance, root cause analysis and possible solutions. We are here to support providers in meeting EVV compliance standards.

Next Steps

If you miss the live training, a recording will be posted on the Partners Provider Training page. Providers who do not reach at least 50 percent EVV compliance after 90 days will be referred to the Partners Health Management Quality Monitoring Department for additional review and support.

Questions?

For questions about EVV, please contact the EVV Support Team at EVVSupport@PartnersBHM.org.

HHAeXchange is the premiere Homecare Management Software company for the Medicaid Long-Term Supports and Services (LTSS) population. They are the leaders in connecting payers and homecare agencies to enable more collaboration, communication and workflow efficiencies. Using the HHAeXchange portal, their goal is to make working with Partners & Carolina Complete Health easy and efficient.

How does HHAeXchange help the PHP meet the Cures Act mandate?

• Industry-leading scheduling and billing platform for back-office users and EVV confirmations.
• Easy-to-use, point-of-care visit confirmation tools for caregivers.

What does the HHAeXchange Portal provide to homecare agencies?

• Electronic case placement and authorization transfer.
• Efficient schedule and visit management.
• Free EVV solution for time, attendance and duty tracking.
• Electronic billing.

The HHAeXchange provider information center outlines necessary requirements to set up access to the HHAeXchange system. If your agency does not have a portal with HHAeXchange, please complete the Provider Portal survey.

HHAeXchange offers EVV solutions at no cost to providers and data integration options for providers who already have EVV software. Based on your provider set up, below are the options available with HHAeXchange:

• Option 1: Agencies currently without an EVV Solution: use the free EVV tools provided by HHAeXchange Partners and Carolina Complete Health.
• Option 2: Agencies currently using another third party EVV Solution: use your existing EVV system and import visit data into HHAeXchange.
  • HHA will route visit data to Partners and Carolina Complete Health.
• Option 3: Existing providers that currently utilize the HHAeXchange provider platform will be linked with the new service codes in scope.

• EDI Visit Import Guide (PDF)
• EDI Export Interface Guide (PDF)
• EDI Code Table (PDF)

Partners Health Management has identified a common issue with EVV claims denying due to missing taxonomy information on file with HHAeXchange.

If your agency is experiencing denials for this reason, please email the following details to our EVV Support Team at EVVSupport@PartnersBHM.org:

• Provider full name
• Provider NPI (National Provider Identifier)
• Provider TIN (Tax Identification Number)
• Full billing address
• Claim header number
• Provider contact information

A member of our EVV Support Team will follow up with instructions to help resolve the issue.

For other claims-related questions, please contact our Claims Department at ClaimsDepartment@PartnersBHM.org.

Click here for additional claims resources.

HHAeXchange Customer Service:

• Use the Client Support Portal for fast help (preferred method)
• Refer to the Support Portal Job Aid (PDF) for account setup and ticket management
• Email: NCSupport@HHAeXchange.com
• Visit online

Partners Provider Support:

If you have questions or need help, please feel free to contact the EVV support team at Partners at EVVSupport@PartnersBHM.org or Carolina Complete Health provider representative at 833-552-3876 or email NetworkRelations@CCH-Network.com.

Partners operates a dedicated EVV help desk for general inquiries, troubleshooting or contracted provider resolution. We also work in collaboration with our EVV vendor, HHAeXchange. If you have any questions or need assistance, please email EVVSupport@PartnersBHM.org.

HHAeXchange Customer Support

Optimize Customer Support Experience:  To best support customers, HHAeXchange highly encourages users to submit requests via the Client Support Portal. The Client Support Portal is the fastest method to answer and address issues. Through a simple set of questions and selections, HHAeXchange can easily determine assignment and answer questions directly online without waiting.

For more information, please refer to the Client Support Portal Job Aid (PDF) for step-by-step instructions and videos on how to:

• Register for a Client Support Portal account.
• Submit a support request.
• Manage existing requests.

Phone: 866-242-2465

Provider Portal Resource Page:

• Access from Provider Portal Support Center

Training Links:

• PHP Pre-Go Live Webinar
• NC System Functionality Refresher Training
• Billing Refresher Training

HHAeXchange North Carolina Resources Page

HHAX Webinar for Third Party EVV Vendor Providers

HHAX Webinar on Common Questions and Resolution Tips for third party EVV vendor providers:

• Recording
• Slides

NCDHHS EVV Updates

Home Health Care Physical Health Provider Update on EVV (.pdf)