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Five elements to consider when implementing an Electronic Visit Verification (EVV) Program

State healthcare agencies are struggling to combat COVID-19 while also under pressure to implement the first phase of the Electronic Visit Verification (EVV) federal mandate. Under the 21st Century Cures Act (Cures Act), states are required to implement EVV for all Medicaid personal care services (PCS) visits by January 1, 2020 and home health services (HHCS) visits by January 1, 2023. Thankfully, the Centers for Medicare & Medicaid Services’ (CMS) Cures Act includes a Good Faith Effort Exemption, which most states took advantage of and were granted extensions to start implementing EVV for PCS by January 1, 2021.

Now, with half the year over, many states are scrambling to deal with the complexities involved in assessing, selecting, and implementing the best EVV system to meet those mandated Medicaid requirements, which seem even more critical now in the COVID-19 environment.

The complexities involved in systems integration, timelines, budget, and other elements involved in implementing an EVV program, slows down the vendor selection process and progress on the execution of this important federal mandate. 

To choose the right EVV vendor, states need to turn to a trusted partner who will help deliver a modern transformation smoothly and in line with the state’s vision.

With experience in heavily scrutinizing and evaluating a myriad of EVV vendors, Conduent is well positioned to help states meet the mandate. To that end, here’s a list of five elements agencies should consider when implementing an EVV program.

  1. Software flexibility and configurability

An EVV system must be flexible and configurable enough to leverage existing infrastructure to keep pace as technological advances are introduced in the market.

Flexibility also refers to the ease of system integration, data aggregation, and the inclusion of data from third-party sources. An EVV implementation plan must factor in the various options in managing, monitoring, and recording care delivery so that EVV workflows perform as a seamless experience for patients and their caregivers. State agencies should look for a flexible, yet integrated approach that supports multi-device EVV to help adapt to situations such as online versus off-line data entry, to ensure processes won’t break down if online services are unavailable.

 2. MMIS interface for seamless claim management

One of the values to a flexible, modular EVV solution is the capability to take advantage of the end-to-end care continuum. The EVV interface must allow the exchange of information to and from the MMIS and other applications.

To increase flexibility, EVV modules would optimally operate together with a claims processing application as an end-to-end solution. As an alternative, they should have the capability to operate independently with integration to applications built by other vendors. With more than 40 years of healthcare program administration expertise, Conduent is a preferred Medicaid Management Information Systems (MMIS) provider. Conduent has successfully implemented and received CMS certification in 32 state Medicaid programs.

3. Robust training and outreach support

To achieve EVV success, all stakeholders must understand and embrace the benefits of the provided solution. As a key driver of the state’s programs, an EVV vendor must provide timely and appropriate outreach and training. A well-structured, comprehensive training plan promotes awareness of transition requirements and deadlines to provider agencies and caregivers. It informs members of new processes and expectations for use. EVV vendors must utilize the proper tools and training to effectively empower stakeholders to use the technology.

Conduent offers a comprehensive role-based outreach and training program designed to meet the needs of each constituent group. Our comprehensive training methodology offers a multi-media, multi-modal, and multi-faceted approach to outreach and training.

4. Federal and security requirements compliance

Security is at the heart of any solution design. Since the healthcare sector is prone to cyber threats, it is even more important to ensure that the agency’s EVV system complies with federal regulations, along with HIPAA and HITRUST requirements. Key elements include system security, security protocols and procedures, data and application security standards, network and administrative protections, and personal security measures.

Conduent is committed to security compliance, supporting state agencies in monitoring regulatory changes and proactively addressing them. We exchange data with insurers, health plans, employers, brokers, patients, and other state agencies using privacy-compliant methods and security protocols. We are committed to protecting your information using the strictest security protocols in the industry.

5. Project management expertise to accelerate implementation

To ensure success, state agencies need an experienced and reliable partner with the expertise necessary to operate and maintain an EVV program without service interruption. The EVV vendor must have a clear understanding of client needs, and how to put the project plan into action.

Conduent’s project implementation and operations expertise is unmatched. Guided by industry-recognized standards and best practices garnered over nearly 50 years of healthcare implementation experience, our Quality Management System (QMS) is proven, reliable, repeatable, and comprehensive.  We offer a collection of turnkey plans, procedures, and delivery accelerators that help reliably initiate, plan, execute, manage, and control project activities.


During these unprecedented times, our people, processes, and technology can deliver faster and better outcomes to aid your state’s home-based healthcare requirements. To learn more about our approach to EVV, visit our Electronic Visit Verification (EVV) Software page on our website or email us at