1. 2010 UBO/UBU Conference Title: UBO Helpdesk Session: W-1-0800

2. Objectives Discuss the various helpdesk resources available Review scope of support provided by each helpdesk resource Provide contact information Identify available information resources 2

3. Support Resources Helpdesk resources – Service UBO managers – UBO Helpdesk – UBO Helpdesk Phone Line – MHS Helpdesk – VPOC Helpdesk Information resources – UBO Website – Pharmacy Price Estimator – Cosmetic Surgery Estimator 3

4. MHS Helpdesk – Support Provided Questions concerning MHS systems and applications – Report not running – Fields not populating TPOCS CHCS DEERS Communications Other standard MHS Systems 4

5. UBO Helpdesk – Scope UBO-Sponsored Estimators – Cosmetic Surgery Estimator – Pharmacy Pricing Estimator Rate Questions – Is there a rate for this procedure? – Is there a rate for this provider class? – Which rate table has the rate for this procedure? TPCP Metrics Reporting System (DD 2570) Standard Insurance Table and Other Health Insurance Policy and Compliance MHS Tier 3 Helpdesk Tickets 5

6. MHS Helpdesk – Contact Information 800-600-9332 (CONUS) 866-637-8725 (OCONUS) 6

7. UBO Service Managers – Contact Information Army – redacted Navy – redacted Air Force – redacted 7

8. MHS Routing of Trouble Tickets 8 MHS_BOC_T3 1.DB warning/error messages displayed to the user 2.Nightly data feeds from CHCS/ADM not being received and/or loaded into the system 3.Hardware warning messages/failure 4.Security/IAVA issues 5.Server not loaded with the current code and/or rate table release 6.Server not loaded with the current release of the client application 7.Server not loaded with the current database upgrades 8.Server backup 9.Printing/Print Server MHS_TPOCS_T3 1.Application screens 2.Data contained in application reports 3.Application warning messages displayed to the user 4.eBilling 5.Load error report MHS_UBO_T3 1.Content of code & rate tables 2.Mapping of codes to the rate tables 3.Billing policy 4.SIT/OHI repointing issues MHS_TPOCS_T2 Any reported TPOCS system problem not resolved by MHS_TPOCS_T1 MHS_TPOCS_T1 Any reported TPOCS system problem Trouble Tickets are logged in and a “Problem Number” is assigned for tracking

9. TMA UBO Helpdesk 9 User Contacts the UBO Helpdesk directly through e-mail (ubo.helpdesk@altarum.org) or through the UBO Helpdesk Phone Number (703) 575-5385 UBO Contract Support Team Member responds directly to the User (most responses w/in 48 hours) Call/e-mail is routed to appropriate UBO Contract Support Team Member for research and response Response is documented in the “Altarum UBO Trouble Ticket Response Folder” and if issue is resolved, the ticket is considered “closed” If necessary, the issue is elevated to the TMA UBO Program Office for review and response

10. The OCFO UBO Web Site Serve as the key, corporate-level source for the sharing of policy, business process, and other functional information needed to support DoD UBO business operations – Policy Documents – Business Rules – Rate Tables – Training Presentations – Newsletters – Reference Documents – System Information – Relevant Links 10

11. UBO Web Site UBO Web site is available to all UBO staff with Internet access Office of the Chief Financial Officer (OCFO) site – http://www.tricare.mil/ocfo/mcfs/ubo/index.cfm http://www.tricare.mil/ocfo/mcfs/ubo/index.cfm 11

12. Major Areas of the OCFO UBO Web Site UBO Homepage About the UBO Billing HIPAA Performance Measurements Policy Guidance MHS Rates 12 National Provider Identifier (NPI) Newsletters Patient Categories/PATCAT Tables Standard Insurance Table/Other Health Insurance Systems Annual Conferences Learning Center

13. UBO Homepage Upcoming teleconferences Upcoming conferences Latest newsletter Frequently Asked Questions Selected reference documents Important links 13

14. Key Links on the UBO Site UBU TPOCS CHCS MHS Helpdesk MEPRS Portal CHCS Field Services Data Quality DoD Forms 14

15. About the UBO Mission Definitions for the three UBO Programs – Third Party Collections Program – Medical Services Account – Medical Affirmative Claims 15

16. Billing Billing documents and guidance MSA MAC TPCP E-billing Links to billing forms 16

17. HIPAA HIPAA information resources – Training presentations – Guidance documents – Reference documents – Links to related resource sites 17

18. Performance Measurements Key Performance Indicators Metrics Performance Measurement ServiceInpatientOutpatientCombined Army$26.60$63.30$89.90 Navy $8.90$31.40$40.30 Air Force$10.10$79.70$89.80 All DoD$45.60$174.40$220.00 18 FY 2010 TPC Collections

19. Policy Guidance Policy letters User Guide (formerly, Functional Business Rules for Itemized Billing) UBO Manual 19

20. MHS Rates Ambulance Anesthesia UBO CHAMPUS Maximum Allowable Charge (CMAC) Cosmetic Surgery Dental Durable Medical Equipment International Military Education and Training (IMET)/Inter-Agency Rate (IAR) Immunization Inpatient Adjusted Standardized Amount (ASA) MAC Overseas Billing Pharmacy 20

21. Access to UBO CMAC Zipped Files OCFO limits the file formats that can be posted on the OCFO UBO Web site CMAC files are available in a zipped format from our alternate UBO site. CMAC files can be found in the Shared Documents folder on the alternate site. All users may access the site by entering the username/password/domain information below when prompted Backup site for large files, MS Access files, etc. – https://my.altarum.org/sites/ubo/default.aspx https://my.altarum.org/sites/ubo/default.aspx (Continued) 21

22. Access to UBO CMAC Zipped Files For Users Running Windows XP: – username: mi-sharepoint\ubo user – password: ubo_2008 To access the alternate site click here! The CMAC files are available under the Shared Documents folderhere – Please note: These files are very large and will take a few minutes to download 22

23. Standard Insurance Table/ Other Health Insurance SIT/OHI table clean-up update Entering and updating SIT/OHI information Placeholder SCR Update Contact VPOC information – VPOC@altarum.orgVPOC@altarum.org 23

24. Systems CHCS notes TPOCS documents Future systems System change request form 24

25. Annual Conference OCFO regulations prohibit the posting of documents that could be used to build a list of names for any UBO function – Therefore, we have removed the names on all the annual conference presentations from the OCFO Web site 25

26. Learning Center Available Presentations Billing for APV Institutional Fees under the Medical Services Account Program 2009 ASA’s for Direct Care Inpatient Billing MAC Enhancement SIT/OHI Clean-up Activities 2009 Outpatient Itemized Billing Update Cosmetic Surgery Estimator TPC Metrics Reporting System Introduction Provider Specialty Code Table Update ICD-9 and CPT Updates Pharmacy January 2010 Rate Update VA/DoD Resource Sharing Inpatient Services Billing Rates 26

27. Submitting System Change Requests Make sure you define the problem Prepare the MHS SCR form Discuss your recommended SCR with your Service Manager first 27

28. Summary Various helpdesk resources available Scope of support provided by each helpdesk resource Contact information Available information resources 28

29. UBO Web Site TMA UBO Web site http://tricare.osd.mil/ocfo/mcfs/ubo/index.cfm 29

30. Helpdesk TMA/UBO Helpdesk Functional Support UBO.helpdesk@altarum.org 703-575-5385 30