Virginia Regulatory Town Hall
Department of Medical Assistance Services
Board of Medical Assistance Services
Standards Established and Methods Used to Assure High Quality Care [12 VAC 30 ‑ 60]
Action Electronic Visit Verification
Stage Proposed
Comment Period Ended on 3/21/2020
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3/20/20  1:36 pm
Commenter: The Welch Family

To say we are disgusted, is the politest we can state at the moment

We are completely in awe of not being able to speak to a rep at the FA in the 50 or so phone calls we have made to them as well as no response to our emails.  There are also hours submitted on the app. that we have zero idea where they came from   They are in excess of the EOR's budget plan.  These are now unexplainable to us being that we are unable to address the issues.  We are certain things are crazy for everyone with evv and for that, we are concerned.  The FA needs a bit more customer service training as well when speaking to clients.  Who and where do we email/call to file complaints regarding all the issues that are not able to be addressed with the evv program?  Certainly not the insurance carriers, as they claim its "out of their hands"!  To say we are disgusted, is the politest we can state at the moment. 

CommentID: 80014