MHS Help Desk Overview for TRICARE Data Quality Course

Slides:



Advertisements
Similar presentations
Health Budgets & Financial Policy MHS Service Desk Overview TRICARE Data Quality Training Course May 20, 2010.
Advertisements

Data Quality Management Control (DQMC) Program
TMA / WISDOM Excerpt1 MHS Systems Overview. TMA / WISDOM Excerpt2 Objectives Attendees will be able to: Describe the 3 core types of information in the.
Defense Health Agency E=Prescribing (eRx) Deployment Deployment Operations Mr. Paul Degere 16 September 2014.
9/07/10 MHS Service Desk Orientation Acting Director Sustainment Services.
V. 09/06/11MHS Service Desk Overview. Introduction The Military Health Systems Service Desk (MHSSD) is the entry point into the MHS IT customer support.
Active Directory Production Pilot Project Department of Administration Enterprise Technology Services (ETS) ETS is a customer based team that provides.
Health Budgets & Financial Policy Data Quality: UBO & The Revenue Cycle September 2010.
Project Plan The Development Plan The project plan is one of the first formal documents produced by the project team. It describes  How the project will.
TMA Uniform Business Office Program Manager September 2011 Data Quality: UBO & The Revenue Cycle.
Data Quality: Uniform Business Office & The Revenue Cycle DHA Uniform Business Office Program Manager January 2015.
MHS Service Desk. MHS Cyberinfrastructure Services (MCiS) TeAM Program Management Support MHSSD Program Manager MHS Service Desk Director SSD&T / CTO.
August 2012TIMPO MHS Service Desk MHS Gov Service Desk Manager.
Enterprise Service Desk (ESD)
2010 UBO/UBU Conference Title: UBO Helpdesk Session: W
MHS Help Desk Overview for TRICARE Data Quality Course September 15, 2009.
Data Quality: UBO & The Revenue Cycle
Data Quality Management Control Program
Ver Sep 09 Defense Medical Human Resources System internet for MHS Data Quality Course 16 Sep 2009.
Solution Overview for NIPDEC- CDAP July 15, 2005.
Financials – Phase II Kick-Off Meeting September 11, 2008 Brenda Bolander, State Comptroller Michael Grisser, Project Manager.
2010 UBO/UBU Conference Briefing: Central Billing Events Repository (CBER) Date:23 March 2010 Time:1010 – 1100.
What is the EAS IV system? What does EAS IV provide & support?
1 MAJ Bukovitz, Michael USAMMA 1LT Kuper, Joshua WBAMC.
MHS IM/IT Program The Military Electronic Health Record (EHR) AHLTA Briefing for the TRICARE Data Quality Training Course June 2006.
An EDI Testing Strategy Rosemary B. Abell Director, National HIPAA Practice Keane, Inc. HIPAA Summit IV April 24-26, 2002.
Corporate Information Systems Delivery of Infrastructure IT Services.
MHS IM/IT Program The Military Electronic Health Record (EHR) AHLTA Update for the TRICARE Data Quality Training Course September 2006.
U.S. Department of Agriculture eGovernment Program August 14, 2003 eAuthentication Agency Application Pre-Design Meeting eGovernment Program.
Promoting high quality, cost effective drug therapy throughout the Military Health System Breaking Down Silos in Search of Value CAPT Mark A. Richerson,
MHS Learning Management System Military Health System e-Learning Initiative Oracle World 2005 San Francisco, CA September 22, 2005.
MD Digital Government Summit, June 26, Maryland Project Management Oversight & System Development Life Cycle (SDLC) Robert Krauss MD Digital Government.
Background TRICARE Procurement Support Division (TPS)
Unit 8a Troubleshooting; Maintenance and Upgrades; Interaction with Vendors, Developers, and Users Component 8 Installation and Maintenance of Health IT.
MEPRS MANUAL ( M) UPDATE
U.S. Department of Agriculture eGovernment Program July 15, 2003 eAuthentication Initiative Pre-Implementation Status eGovernment Program.
Montgomery County, Maryland DTS CMMI Approach & Implementation Mike Knuppel 03/20/2006.
What is the EAS IV system? What does EAS IV provide & support?
Documenting Counts CodingBilling CORECORE COMPETENCIES COMPETENCIESCORECORE COMPETENCIES COMPETENCIES Military Health System (MHS) Information Management.
MHS Help Desk Overview for TRICARE Data Quality Course Presenters: Mr. Gary Darby, Government Task Manager and Mr. John Simmons September 8, 2006.
1 Pharmacy Re-Engineering (PRE) Project Overview April 24, 2007 Birmingham, AL Mike Mims Program Manager for Pharmacy Systems.
Office of the CIO EITS The University of Georgia.
Technical Support Jim Everse Director, Technical Support April 17, 2007.
Clinical Application. The Problem Clinical Systems are extremely complex IT configures and deploys best practices (best guesses) about what users want.
MHS Help Desk Overview for TRICARE Data Quality Course February 10, 2009.
1 WARFIGHTER SUPPORT STEWARDSHIP EXCELLENCE WORKFORCE DEVELOPMENT WARFIGHTER-FOCUSED, GLOBALLY RESPONSIVE, FISCALLY RESPONSIBLE SUPPLY CHAIN LEADERSHIP.
Data Quality: UBO & The Revenue Cycle
“The Monitor" System Training Guide For Providers IMS Health.
Oncology Patient Enrollment Network OPEN Support Services Lucille Patrichuk OPEN Implementation Manager OPEN Conference September 18, 2008.
Data Quality Management Control (DQMC) Program DQMC Program Review List for FY 2011.
MHS Help Desk Overview for TRICARE Data Quality Course August 12, 2008.
Adoption and Use of Electronic Medical Records (in Federally Qualified Health Centers) and Supporting an ASP Community Care Network of Virginia, Inc.
MHS Help Desk Overview for TRICARE Data Quality Course Presenters: Mr. Wayne Speaks, Government Task Manager and Mr. John Simmons September 5, 2007.
Contract Year 1 Review IMT Tilt Thompkins MOS - NCSA 15 May 2002.
2 Common Origination and Disbursement Customer Service August 10, 2001.
State of Georgia Release Management Training
Installation and Maintenance of Health IT Systems Unit 8a Troubleshooting; Maintenance and Upgrades; and Interaction with Vendors, Developers, and Users.
Highmark Medicare Services Premier Oncology Hematology Management Society Meeting Operations Report November
Information Technology Division Customer Service Support Center.
Service Delivery Dashboard: FY17 Overview
Cornerstone Phase 4 Update for Stakeholders October 19, 2011
TMA MEPRS Program Office
CORRECTIVE MAINTENANCE (REPAIRS) MANAGEMENT
Description of Revision
An EDI Testing Strategy

Cornerstone Phase 4 Update for Stakeholders October 19, 2011


Executive Project Kickoff
Presentation transcript:

MHS Help Desk Overview for TRICARE Data Quality Course

Purpose Information briefing: Provide overview of MHS Help Desk contract scope and current operation including: MHS Tier support structure MHS trouble ticket process Performance metrics/call volume Future: Remedy will replace ManageNow “Partnering” in data quality efforts

Contract Scope MHS Help Desk provides Tier I and II (functional) support (24 x 7 x 365) for 22 MHS systems/applications CHCS, AHLTA, NMIS, CCQAS, EAS IV, TOL, CCE, TPOCS, DMLSS, DOEHRS-HC/IH/DR, SNPMIS, TMIP, M2, MCFAS, DMHRSi, MHS Learn, Essentris (CIS), PMITS, etc. + 80 COTS products, devices, interfaces, Service legacies (GEMS, TEWLS, ICDB) Future: Patient Safety Reporting (PSR), Neurocognitive Assessment Tool (NCAT) If call does not involve supported application, user helped to “best of our ability” Broken EUD – trouble ticket passed to maintenance vendor/ organization B2B Gateway password reset – trouble ticket passed to DISA TRICARE eligibility question – TOL caller referred to DMDC Pharmacy Data Transaction Service (PDTS) – call passed to PDTS HD

Current Operation MHS users contact MHS Help Desk with all issues not resolved locally (i.e., at Tier 0 – MTF/site) Issues normally linked to specific application After triage, MHS HD resolves issue or escalates ticket MHS Help Desk resolves 85% of all issues Unresolved issues (15%) include both functional & technical problems Functional issues are escalated to Tier III (software developer) Technical issues emerge as subset of application problems; are forwarded to MHS Network Operations Center (NOC)/DISA Note: hardware issues often emerge from technical tickets Current business volume (CY09 averages): 38,014 calls/month (24% increase versus CY08) 30,817 trouble tickets/month (22% increase over CY08)

Call Volume 7. 6. 2. Oct 01-Nov 03 – Call volume remained in 5-10K call band. Mar 04 – TOL start-up added 4000 calls per month. Jan 06 – AHLTA Deployment, post-holiday influx and 2000 additional TOL calls. Jan 07 – MHS mandatory HIPAA training commenced via MHS Learn. Sep 07 – Less workdays in Sep than Aug and MHS Learn revised password reset protocol Jun 08 – 73% increase due to DMHRSI (49%) and AHLTA (24%) increases Jul – Dec 08 – 65% (6724 to 11084) increase in DMRHSi tickets per month. “Dip” due to less workdays in Nov. 4. 5. 1. 3.

MHS Tier Support Structure Tier 0 – Site support Systems/database administrator, local information management departments, or local help desk Tier I – MHS Help Desk Log problem and create trouble ticket Initial triage/document symptoms Tier II – MHS Help Desk Resolve basic/functional issues (subject matter experts) Tier II+ – MHS Network Operations Center (NOC) Address connectivity/infrastructure issues Tier III – Software developer or Defense Information Systems Agency (DISA) Address most complex issues

MHS Help Desk Process MHS Help Desk Contract Scope Legend: User Contacts MHS Help Desk Resolved? Yes No further action No MHS Help Desk Contract Scope Tier 1 creates Trouble Ticket in ManageNow Tier 1/2 HD resolve? Yes (Functional Issues) (Unresolved Functional & Technical Issues) No Infrastructure issue? Escalate to (or created by) Tier 3 (SW Developer) for resolution No Yes (Functional Issues – SIRs & SCRs) Escalate to Tier 2+ (MHS NOC) for resolution Resolved? Yes Legend: Both Functional & Technical Issues = Functional Issues (Only) = Technical Issues (Only) = No Escalate to DISA, SPAWAR, BOC, etc. for resolution Ticket closed in ManageNow Email originator

Trouble Ticket Closure MHS Help Desk (Tiers I & II) Customer Service Representative (CSR) calls user to confirm issue resolution Trouble ticket closed in ManageNow Triggers E-Mail notification to originator with problem resolution up to 250 characters Customer Satisfaction Survey E-Mailed to ticket originator Tier II+ (MHS NOC) and Tier III (software developer/ DISA)

Incentivized Performance Metrics (Apr 08 – Mar 09) Green = Positive Yellow = Acceptable Red = Negative White = No payment

“Top 5” MHS Systems (Jan 09 – Mar 09)

Future Remedy Information Technology Service Management (ITSM) Version 7.x will replace ManageNow Labor/database hosting contract awarded in Aug 08 to SAIC Remedy will be GFE; hosted by TIMPO Supports Information Technology Infrastructure Library (ITIL) framework/processes Phased implementation approach Incident Management Module first followed by Problem Management/Configuration Management Data gathering/surveys/workshops completed; user training scheduled for late May/early Jun All MHS Stakeholders (DHIMS, DHSS, Services, MHS Help Desk, MHS NOC, BOC, DISA) Planned switchover (“go live”) date: 28 Jun 09

“Partnering” MHS Help Desk supports the applications that code encounters, create third party bills and document MTF workload TPOCS, CCE, ADM, CHCS, EAS IV, AHLTA, etc. We support TMA data quality improvement efforts MHS Help Desk will assist in every way possible

Backup Information

Contact Information MHS Help Desk: Telephone toll free (1-800-600-9332)(CONUS) or by using country access code (OCONUS) Fax: (210) 767-0449 E-Mail: Help@mhs-helpdesk.com Via website (http://www.mhs-helpdesk.com)

Acronym Definitions ADM – Ambulatory Data Module B2B – Business to Business CCE – Coding and Compliance Editor CCQAS – Centralized Credentials and Quality Assurance System CHCS – Composite Health Care System CIS – Clinical Information System CONUS – Continental United States CSR – Customer Service Representative CUD – Common User Database CY – Calendar Year DISA – Defense Information Systems Agency DMDC – Defense Manpower Data Center DMHRSi – Defense Medical Human Resources System internet DMLSS – Defense Medical Logistics Standard System DOEHRS-HC – Defense Occupational and Environmental Health Readiness System – Hearing Conservation DOEHRS-IH/DR – DOEHRS – Industrial Hygiene/Data Repository EAS IV – Expense Assignment System IV EUD – End User Device GEMS – Global Expeditionary Medical System HD – Help Desk ICDB – Integrated Clinical Database M2 – MHS Management Analysis and Reporting Tool MCFAS – Managed Care Forecasting and Analysis System MHS – Military Health System MHS NOC – MHS Network Operations Center MTF – Military Treatment Facility NMIS – Nutritional Management Information System OCONUS – Outside Continental United States PDTS – Pharmacy Data Transaction Service PMITS – Patient Movement Items Tracking System SCR – Software Change Request SIR – System Incident Report SNPMIS – Special Needs Program Management Information System SPAWAR – Space and Naval Warfare Systems Command SW – Software TEWLS – Theater Enterprise-Wide Logistics System TMA – TRICARE Management Activity TMIP – Theater Medical Information Program TOL – TRICARE Online TPOCS – Third Party Outpatient Collection System TRICARE – Tri-Service Health Care