Provider Direct Kickoff - Group 1

Tuesday March 22 930am -- Mystic Valley Elder Services 130pm -- Elder Services of Merrimack Valley Wed March 23 130pm -- Elder Services of Worcester Area 1

Agenda

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Introductions

• •

Implementation Strategy Project Calendar

• •

Function Of Lead Agency User Support Model

•

Business Process Review Meetings

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User Request Forms

•

Project Communications

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Webinar Schedule

• •

On-line Training (Harmony University) Demonstrate Harmony University

•

Demonstrate The Application (notes on data visibility)

Contact Info Jim Ospenson EOEA Analyst for Home Care/ Clinical [email protected] Sean Rogers EOEA Analyst for Finance [email protected] 2

Provider Direct Features • Provider Direct is:

– A secure web portal that allows Providers to view real-time agency data: – Looks at the SAMS database used by ASAPs for up-to-the minute updates • Consumer records & relevant information • Planned & ordered services • History of service delivery records • Suspensions • Service Delivery Module – providers' entry of service data validated in real time • Client-centered messaging for inquiries, follow-up, and task assignment (future) Confidential Information 3 3

What is Harmony Provider Direct • System that transmits Protected Health Information between

providers

• Technical Requirements

– Internet access – Browser: Internet Explorer – Disable popup blocker 4

Implementation Strategy: FAR first, then EVI

•

In a nutshell: FAR first, then EVI

• • • • •

Initial exposure to application

– Schedule of webinars before and after go-live: • online demonstrations, watch from your office.

– Webinars will continue as needed

Business Process Meetings

– Provider to meet with each ASAP that they serve – Review details of current-state work process • Who talks to whom in what situation

Providers: Self-training using Harmony University

– Thirty (30) days of access per user, starting one week before go-live

Stage 1: FAR (faxed authos)

– Provider Users will start off in a production environment, looking at their own real consumer data.

– – – First job: parallel processing. Compare HPD’s Change Log to FAR faxes. Next: • Agency-Provider communications. What’s different?

• Reporting Objective: Agency & Provider agree to shut down FAR faxes after approx 3 weeks

Stage 2: EVI (Emailed Vendor Invoices)

– Agency & Provider agree on first HPD billing cycle – Provider identifies desired billing functionality: File Upload, Service Delivery Confirmation Wizard, other.

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Project Calendar (1/2)

Week Dates 0 1 2 3 4 March 21 – 25 March 28 – April 1 April 4 - 8 April 11 –15 April 18 –22 Tasks   Kick-off Meetings – ESMV / MVES / ESWA Agencies schedule Provider meetings to discuss current business process & possible changes    Agencies collect URF info from Providers Provider Webinars start (pre-go-live topics, 2 each week) - EOEA Agency/Provider Business Process meetings conducted    Provider Webinars continue Agency/Provider Business Process meetings continue Agencies: Notify EOEA of Providers with multiple business lines, or recently merged providers (unusual security configurations)    URFs due – IMPLEMENTATION CRITICAL (Monday April 11) – Agency to submit by end-of-day Provider Webinars continue Agency/Provider Business Process meetings continue    LMS (Harmony University) userids transmitted to end-users (Monday April 18), one week before go-live) Providers begin self-training using LMS (1 token per user, token is active for a thirty (30) day period, starts at first login) Provider Webinars continue 6

Project Calendar (2 of 2)

Week Dates 5 April 25 –30 6 May 2 – 6 7 May 9 – 13 8 May 16 – 20 9 May 23  Tasks    GO LIVE! Monday April 25. Users receive HPD userid & password email Parallel Processing begins – Provider/Agency compare faxed authos to HPD Work Queue Trouble-shooting conference call     Parallel Processing continues: compare faxes to HPD Work Queue Webinars continue Provider & Agency discuss HPD billing methods (File Upload, Service Delivery Confirmation, other) Providers begin training for billing    Agency/Providers determine when to cease FAR / faxed authos Agency/Providers continue to plan for details of May billing, train as needed Provider Webinars conclude    Group 1 Stage 1 (FAR) Implementation completed Agency/Providers continue to plan for details of May billing, train as needed Group 1 Debrief Conference Call  Agency/Providers continue to plan for details of May billing, train as needed 7

Function Of Lead Agency

•

A Provider can serve one or more ASAPs.

– The Lead Agency is (usually) the Agency with the greatest volume.

• •

Functions

– Coordinate user management for that Provider – Coordinate application training for providers, especially new staff • Distribute HPD user manuals (available from QuickBase) – – Establish support policies and identify contact staff for Provider Direct Resolve "Tier One" issues related to users: • • • • • New & terminated users Provider ABC Password resets Application training Basic usage questions related to Provider Direct: list formatting, filter criteria, etc. Reset Silverlight – – Receive application and bug reports from Provider • Train providers in getting screenshots Communicate with SIMS Support as needed • Providers will not communicate with SIMS Support

Providers will contact other (non-Lead) agencies to resolve questions about specific consumers, or to confirm business processes & contact names

ASAP One Lead Agency ASAP Two ASAP Three 8

User Support Model - Provider Direct Provider XYZ

Report to Lead Agency

ASAP

Only through five (5) SIMS contacts

SIMS Support Harmony

Communicate system-wide issues, announcements, and status to the network

• Extend the existing support model for SIMS • Each ASAP will support users for providers where they are Lead

Agency.

– User Request Forms (URFs) – Password resets – Training – Troubleshooting – How do I ...?

– Escalate problems to SIMS Support through "five contacts" 9

Business Process Review Meetings

• •

Between Kickoff & Go-live

Seven (7) Business

– Agency & Provider to review the current-state processes: the specifics for each of the changes that result in a fax • • • • • Verbal/phone Staff contacts SAMS Data entry Fax details Issues in current process?

– Reviewing your current practice will make post-go-live parallel process faster & easier • • Best as face-to-face meeting, but at ASAP discretion Providers serving multiple agencies should review with each ASAP

1.

2.

3.

– Notify EOEA of multiple business lines, or other requirements for a provider to view multiple provider records • Provider has multiple business lines (certified/non-certified) • • Recent merges Unusual security configurations

4.

5.

2-3 weeks after go-live

– Agency & Provider review parallel processing – Gauge readiness to shut down FAR (faxed authos)

6.

7.

Processes to replace FAR (faxed authos)

New Consumer (Provider has never before served). Includes new service schedule.

One-time Only (temporary boost in authorized services)

Updated Service Schedule

(same units/week)

Updated Service Schedule

(unit change *or* change in services) Suspension (ASAP notifies Provider *or* Provider notifies ASAP) Resume (after Suspension)

Terminate consumer

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User Request Forms (PD-URF)

•

Process is modeled in existing SIMS process with Virtual Gateway

– Forms should be managed by VG access Administrator •

Lead Agency Manages a Provider's Users

• Agency manages only one (1) URF form with information for all of their providers, containing all present and past users.

•

How Many Accounts?

– Provider: – • Each provider may have up to five (5) active userids. ASAP: • An agency may request five (5) support userids for Provider Direct, for purpose of providing first-level user support. •

All Group 1 URFs are due Monday

April 11, 2011 (end-of-day) •

Fields on URF, for each user

• Organization Name for User – Must match SAMS provider name • • • • • • • Request Type – New, Update, Terminate, Reactivate User's First Name User's Last Name Four (4) Digit PIN User's Month (MM) and Day (DD) of birth User's E-mail Address User's Office Telephone Number •

Complete documentation on PD-URF process is on the website:

• Note special email & filename requirements • http://providerdirect.800ageinfo.com/user management/ 11

Project Communications

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Weekly conference call for Group 1 Agencies

– Fridays at 11am – Status, issues, announcements, questions • • •

Email communications from EOEA to two (2) people at each organization

– the Lead and a backup – – EOEA will only communicate to providers occasionally Agencies: Please make sure our records are complete

For providers, your main point-of-contact about Provider Direct will be your Lead Agency.

– User, training, application issues should be communicated to Lead Agency.

– Questions about individual consumers should go to the Consumer's Agency (whoever created the consumer's Service Plan.

• Each Agency and each Provider should work out the appropriate Agency staff to respond to any particular item: Case Manager or Supervisor, POS coordinator, Fiscal staff. – If there are technical issues that must be escalated, then the Lead Agency will contact SIMS Support.

• Agencies: Make sure to keep your "five contacts" up-to-date.

• SIMS Support may contact the Provider in certain situations to collect follow-up information.

For providers, your main point-of-contact about specific Consumers will be the consumer's Agency.

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Project Communications • Massachusetts User Information

Portal

– http://providerdirect.800ageinfo.com

– Objective: this is the first reference for users & user support, for any application, project, or operational materials.

– Searchable, with date and category archives – Categories – Announcements – Frequently Asked Questions – Group 1 – How-to – Issue Reporting – Lead Agency Info – Manuals – Training – User Management – User Support – Let us know if anything is missing or needs to be updated.

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Webinar Schedule • Proposed schedule:

– Tuesdays: 1030am - 1130am – Wednesdays: 130pm - 230pm

On-line training

Week Dates 1 March 28 – April 1 2 April 4 - 8 3 April 11 –15 4 5 April 18 –22 April 25 –30 6 May 2 – 6 7 8 May 9 – 13 May 16 - 20 Webinars  General Overview        Seven Business scenarios Compare Fax to Work Queue Seven Business scenarios Reports LMS (Harmony University) HPD password resets Silverlight install, reset  General support conference call  Service delivery methods o File Upload o o Delivery Confirmation Wizard One-by-one  Special Topics: TBD  Special Topics: TBD 14

Harmony University (on-line training) • All users will have 30

days of access

• Demo

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• •

Provider Direct Demo

This is a Test environment based on production: all data is scrubbed. No real consumer info.

This user's view is from a real provider in the

production environment, for example XYZ Home Care. • Security: A Provider Direct user can – – – – – – – See (but not edit) selected elements of the base consumer record for consumers with XYZ Home Care service plans (current or historical).

See (but not edit) service plans & service schedules where Provider = XYZ Home Care See (but not edit) service orders where Provider = XYZ Home Care See (but not edit) service suspensions where Provider = XYZ Home Care See, create and update service delivery records where Provider = XYZ Home Care (however, service plans and service orders must exist first). • We will implement service delivery functionality in the second phase.

See, create, and edit rosters where Provider = XYZ Home Care Reports: • PD User can run reports and save report definitions (criteria) • all data displaying on PD reports is subject to the same security policy

Each organization (Agency or Provider) has a unique "view" of the SAMS/ Provider Direct database.

ASAP users (in Provider Direct or SAMS) will have a slightly different view of the data than the Provider users they support.

Usually this means that the Agency users sees more consumers in the consumer list, more changes in the Work Queue, or service records (plans, orders, deliveries) from other providers.

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