Provider Direct Kickoff (Providers) - Group 2

1. Provider Direct Kickoff (Providers) - Group 2 Monday August 1: Worcester Elder Services of Worcester Area Tuesday August 2: Boston Ashburton Place, 21st floor Wednesday August 3: Brockton Old Colony Elder Services Thursday August 4th: Springfield Greater Springfield Senior Services

2. Agenda • What is Provider Direct? • Replacement for FAR (faxed authos) and EVI (emailed vendor invoices) • Technical Requirements • Schedule • Implementation Steps • High-Level schedule • What is a Lead Agency? • Responsibilities of Non-Lead Agencies • User Support • Duplicate provider records • Business Process review • Project Communications • Training • Webinars - Weekly schedule • Harmony University • Next Steps Contact Info Jim Ospenson EOEA Analyst for Home Care/ Clinical James.ospenson@state.ma.us Sean Rogers EOEA Analyst for Finance Sean.rogers@state.ma.us

3. Harmony Provider Direct: A secure web portal that allows Providers to view real-time agency data Looks at the same SAMS database used by ASAPs Users can View Consumer records & relevant information Planned & ordered services Suspensions History of service delivery records View Recently Modified Consumer information View changes day-by-day This screen is equivalent to day's faxed authos Record Service Delivery units directly providers' entry of service data is validated in real time Run Reports Consumer Lists Service Delivery details Send client-centered messages (future) for inquiries, follow-up, and task assignment What is Harmony Provider Direct (HPD)? • Replacement system for FAR (faxed authos) EVI (emailed vendor invoices) And more...

4. Technical Requirements • Provider Direct is a web-based application that is accessed with a web browser  • You must be connected to the internet when working in Provider Direct • Minimum requirements: • Internet Connection • Browser:  Microsoft Internet Explorer 7 and above • Operating System: Windows XP Service Pack 3 (or) Windows 7 • Hardware setup • Processor/RAM: If you bought a desktop in the last 3 years, most likely that your computer is  sufficient. For optimal experience, you should plan for 2GB RAM, and a 2GHZ processor. • Monitor Size: Provider Direct can be used with 1024 x 768 pixel resolution on your monitor.  However, a larger monitor will make it easier to see everything all at once.

5. Implementation Strategy: 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 Review • ASAPs review & document 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, available at go-live • Phase 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 4 weeks • Phase 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. • Objective: convert from ASAPs recording units to Providers recording units • First round: October for September services • Business process change is necessary In a nutshell: Phase 1: FAR (faxed autho's). Goal: shut down faxes in 4 weeks Phase 2: convert from EVI to provider service delivery (Providers will upload spreadsheets or use wizard) Goal: providers use HPD to record Sept service units (mid-Oct)

6. Implementation Schedule Highlights for Providers • July 29th • User Request Forms are due (Lead Agencies have submitted to EOEA) • Week of August 1st • provider Kickoff meetings • Week of August 8th • Webinars begin, same agenda every Tuesday & Wednesday • Continue into October • August 30th: Go-Live • User credentials for HPD & Harmony University are emailed to every user • Initial Login to HPD application • Initial Login to Harmony University (start 30-day period of access) • Engage with your Lead Agency for user assistance. • Sept 6th: Parallel Processing begins • Compare HPD Work Queue to daily faxes. Identify differences. • Review findings & status with each ASAP you serve -- at least weekly. • Ensure that key users can identify key information in HPD. • Oct 3rd: Fax shutdown? • Goal: provider & each ASAP (not just Lead Agencies) to mutually decide to shutdown faxed authos • Oct 10th: Billing first month • Providers with Billing functionality record September units in HPD

7. Group 2 Project Plan - Details See Handout

8. Function Of Lead Agency • A Provider can serve one or more ASAPs. • The Lead Agency is (usually) the Agency with the greatest volume. • Lead Agency Functions • Communicate information from ELD to Providers • Issues, updates, changes, downtime, announcements • Coordinate user management. • Fill out User Request Forms (URFs) for new users and changes to existing users • Deactivation of terminated provider employees • 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 • Help logging in • Application training • Basic usage questions related to Provider Direct • Reset Silverlight • Receive application and bug reports from Provider • Train providers in getting screenshots • Communicate with SIMS Support as needed

9. Responsibilities of all ASAPs (Lead Agencies and non-Leads) • Publish Contact List • Home Care & Authos • Finance • Review Business Processes with Provider • New consumer • Suspensions • Service plan changes • Terminations • Daily operations & Monthly billing contacts • Review Agency-Specific Data Practices with provider • Different agencies may record service plan information slightly differently • Document Business Processes & share with all providers • Parallel Processing • Every Provider/ ASAP combination should check-in and review parallel processing • Can all HPD users identify key autho information in the HPD Work Queue? • Contribute to the discussion of when to shut down faxes for that provider.

10. User Support Model - Provider Direct • Extend the existing support model for SIMS • For support issues, Providers contact only their Lead Agency • Issues will be escalated when necessary • 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"

11. Duplicate Providers & more Duplicate Providers • Duplicate providers still exist in SIMS: One provider entered multiple times in SIMS • Lead Agency Assignment – There will only be one lead agency for duplicate providers and it will be based on the combined volume total. • How will they be handled in Provider Direct? • Organizational Security settings to allow Provider users access into both provider records • Clean Up - ASAPs to modify Care Plans to refer to only one provider (close down use of the duplicate name) • Multiple Business Lines • When a Provider has Certified and Non-Certified business (different FEIN) • How will they be handled in Provider Direct? • Org Security Settings to allow Provider access into both • Multiple Business Line Providers can get up to 5 licenses per FEIN • Multiple locations • Intra-provider security? Notify your Lead Agency immediately. • Some Providers may require restricted views for some of their users • e.g. some users at a large provider should not view all ASAPs served EOEA will work through these issues with Lead Agencies between kickoff and go-live

12. Business Process Review • Between Kickoff & Go-live • 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? • Do you see the same problems every month? • 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 • 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 • With your Lead Agency, review all the ASAPs you serve • 2-3 weeks after go-live • Agency & Provider review parallel processing • Gauge readiness to shut down FAR (faxed authos) • Parallel Processing: Focus on seven (7) Business 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

13. Lead Agencies are responsible for user management Notify the Lead Agency immediately when you terminate an employee who is an HPD User (HIPAA rule!) Each user should have a unique email address How Many Accounts? We are aware of need for more userids, and are working out a fair solution At present, each provider may have up to five (5) active userids. If you have two lines of business (e.g. certified/non-certified) with two separate FEINs, you can get additional userids Note: user accounts may be terminated if not used User Roles: there are three different user roles PD-Scheduler: View consumers, work queue, reports Read-only, cannot change any data PD-Biller All functions of PD-Scheduler, plus Can record Service Deliveries using Service Delivery Confirmation or one-by-one PD-Uploader All functions of PD-Biller, plus Can upload spreadsheets to record service deliveries This role is new: stay tuned for more info on this. User Management

14. Project Communications - Look here first • 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 • Group 2 • 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.

15. Project Communications • Weekly conference call for ASAPs • Fridays at 11am • Status, issues, announcements, questions • ASAPs (Lead Agencies) are expected to communicate information to their providers • 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 is 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 is the consumer's Agency.

16. Webinar Schedule • Webinars • All users are invited • At each location, gather all available users in a conference room • Equipment: speaker-phone and internet-connected computer. • Tuesdays - 1030am - 1130am • Wednesdays - 130pm - 230pm Go-live week • Login Instructions • posted on the website • distributed by email

17. Harmony University (on-line training) • All users will have 30 days of access • Unlimited, 24/7 within that time period • User credentials sent on August 30th • This is a different userid & password than you use for HPD itself

18. Thank You! Questions? Screenshots of the application following this slide

19. Screenshot - Recently Modified Consumers

20. Screenshots - Reports

21. Screenshot - Consumer Record

22. Screenshot - Consumer Record - Service Plans

23. Screenshot - Consumer Record - Service Orders

24. Screenshot - Consumer Record - Service Delivery

25. Screenshot - Delivery Confirmation Wizard (use to record service units)

26. Screenshot - File Upload

27. Screenshot - My settings - user customizations