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Will Probeck’s VA HAC Desk Procedures Examples. 2010-2013. TDB Communications Desk Procedures Contract with VA HAC. Initial contract started Nov 2010 1 Project Lead/ elearning specialist, 1 eLearning specialist, 2 tech writers
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TDB Communications Desk Procedures Contract with VA HAC • Initial contract started Nov 2010 • 1 Project Lead/elearning specialist, 1 eLearning specialist, 2 tech writers • Rewrite Word docs (20 major topics, 200 subtopics) into RoboHelp DPs within 6 months for Healthcare Reimbursement (HCR) division • HCR completed and new 1.5m contract awarded for 6 additional divisions • Customer Service Center (CSC) • Department of Program Integrity (DPI) • Eligibility, Enrollment & Verification (EEV) • National Non-VA Medical Care Program Office (NNPO) • Policy Management Dept: Appeals • State Home Per Diem Program: (SHPD) • 1 graphic artist/2 tech writers added
Desk Procedure Objectives • RoboHelp, started with V7 and working in V10 • Find information in RH within 4 clicks & 30 secs 2 clicks & 15 secs now! • F2F User Test DPs for over 250 claims processors, dept leads & supervisors • Training for internal/external users
Before & After Content Word Doc designed in RoboHelp Approved Word Doc
Redesign of HCR DPs Complete redesign of same DPs First design in 6 months
EEV Page Designs Before After
Customer Service Center Designs Example of Graphical Navigation Check Your Knowledge in Captivate
More CSC Page Designs Table Layout for ease of use Interactive Phone Instructions
CSC Continued…… Interactive self guided “How to Use DPs” Graphical Navigation
NNPO Sample Graphics Graphic redesigned for RH10 Original Tech Writer Graphic
NNPO Sample Graphics Graphic Redesigned Original Visio Graphic
NNPO Sample Graphics …. Redesigned for clearer understanding Timely Filing created in Visio
Department of Program Integrity (DPI) Page Samples