Provider Direct Kickoff (Providers) - Group 2
Monday August 1: Worcester
Elder Services of Worcester Area
Wednesday August 3: Brockton
Old Colony Elder Services
Tuesday August 2: Boston
Ashburton Place, 21st floor
Thursday August 4th: Springfield
Greater Springfield Senior Services
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Agenda
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What is Provider Direct?
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Technical Requirements
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Schedule
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What is a Lead Agency?
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User Support
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Duplicate provider records
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Business Process review
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Project Communications
Jim Ospenson
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Training
James.ospenson@state.ma.us
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Replacement for FAR (faxed authos) and EVI (emailed vendor invoices)
Implementation Steps
High-Level schedule
Responsibilities of Non-Lead Agencies
Webinars - Weekly schedule
Harmony University
Contact Info
EOEA Analyst for Home Care/ Clinical
Sean Rogers
EOEA Analyst for Finance
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Next Steps
Sean.rogers@state.ma.us
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What is Harmony Provider Direct (HPD)?
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Harmony Provider Direct:
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A secure web portal that allows Providers to view
real-time agency data
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Looks at the same SAMS database used by ASAPs
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Users can
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View Consumer records & relevant information
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View Recently Modified Consumer information
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providers' entry of service data is validated in real time
Run Reports
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View changes day-by-day
This screen is equivalent to day's faxed authos
Record Service Delivery units directly
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Planned & ordered services
Suspensions
History of service delivery records
Consumer Lists
Service Delivery details
Send client-centered messages (future)
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for inquiries, follow-up, and task assignment
Replacement system for
FAR (faxed authos)
EVI (emailed vendor
invoices)
And more...
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Technical Requirements
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Provider Direct is a web-based application that is accessed with a web
browser
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You must be connected to the internet when working in Provider
Direct
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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.
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Implementation Strategy: FAR first, then EVI
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Initial exposure to application
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Schedule of webinars before and after go-live:
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Webinars will continue as needed
Business Process Review
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ASAPs review & document details of current-state work process
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Thirty (30) days of access per user, available at go-live
Phase 1: FAR (faxed authos)
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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)
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:
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Who talks to whom in what situation
Providers: Self-training using Harmony University
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online demonstrations, watch from your office.
In a nutshell:
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)
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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
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First round: October for September services
Business process change is necessary
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Implementation Schedule Highlights for Providers
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July 29th
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Week of August 1st
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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?
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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
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Webinars begin, same agenda every Tuesday & Wednesday
Continue into October
August 30th: Go-Live
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provider Kickoff meetings
Week of August 8th
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User Request Forms are due (Lead Agencies have submitted to EOEA)
Goal: provider & each ASAP (not just Lead Agencies) to mutually decide
to shutdown faxed authos
Oct 10th: Billing first month
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Providers with Billing functionality record September units in HPD
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Group 2 Project Plan - Details
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Function Of Lead Agency
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A Provider can serve one or more ASAPs.
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Lead Agency Functions
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Issues, updates, changes, downtime, announcements
Coordinate user management.
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Lead
Agency
Communicate information from ELD to Providers
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ASAP One
The Lead Agency is (usually) the Agency with the greatest
volume.
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
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Establish support policies and identify contact staff for
Provider Direct
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Resolve "Tier One" issues related to users:
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Receive application and bug reports from Provider
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Communicate with SIMS Support as needed
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ASAP Two
Distribute HPD user manuals (available from QuickBase)
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Provider
ABC
ASAP Three
New & terminated users
Help logging in
Application training
Basic usage questions related to Provider Direct
Reset Silverlight
Train providers in getting screenshots
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Responsibilities of all ASAPs (Lead Agencies and non-Leads)
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Publish Contact List
– Home Care & Authos
– Finance
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Review Business Processes with Provider
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New consumer
Suspensions
Service plan changes
Terminations
– Daily operations & Monthly billing contacts
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Review Agency-Specific Data Practices with provider
– Different agencies may record service plan information slightly differently
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Document Business Processes & share with all providers
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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.
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User Support Model - Provider Direct
Provider
XYZ
Report to Lead ASAP
Non-Lead ASAP
Non-Lead ASAP
Lead
ASAP
Only through five (5) SIMS
contacts
SIMS
Support
Harmony
Communicate system-wide issues,
announcements, and status to the network
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Extend the existing support model for SIMS
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For support issues, Providers contact only their Lead Agency
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Issues will be escalated when necessary
Each ASAP will support users for Providers where they are Lead Agency.
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User Request Forms (URFs)
Password resets
Training
Troubleshooting
How do I ...?
Escalate problems to SIMS Support through "five contacts"
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Duplicate Providers & more
Duplicate Providers
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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?
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Multiple Business Lines
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When a Provider has Certified and Non-Certified business
(different FEIN)
How will they be handled in Provider Direct?
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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)
EOEA will work through
these issues with Lead
Agencies between kickoff
and go-live
Org Security Settings to allow Provider access into both
Multiple Business Line Providers can get up to 5 licenses per
FEIN
Multiple locations
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Intra-provider security? Notify your Lead Agency
immediately.
Some Providers may require restricted views for some of
their users
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e.g. some users at a large provider should not view all ASAPs
served
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Business Process Review
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Between Kickoff & Go-live
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Agency & Provider to review the current-state processes:
the specifics for each of the changes that result in a fax
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Reviewing your current practice will make post-go-live
parallel process faster & easier
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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
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Verbal/phone
Staff contacts
SAMS Data entry
Fax details
Issues in current process?
Do you see the same problems every month?
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
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Parallel Processing:
Focus on seven (7)
Business Processes to
replace FAR (faxed
authos)
1.
New Consumer (Provider
has never before served).
Includes new service
schedule.
2.
One-time Only (temporary
boost in authorized services)
3.
Updated Service Schedule
(same units/week)
4.
Updated Service Schedule
(unit change *or* change in
services)
5.
Suspension (ASAP notifies
Provider *or* Provider notifies
ASAP)
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Resume (after Suspension)
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Terminate consumer
Agency & Provider review parallel processing
Gauge readiness to shut down FAR (faxed authos)
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User Management
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Lead Agencies are responsible for
user management
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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
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User Roles: there are three different
user roles
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We are aware of need for more userids,
and are working out a fair solution
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At present, each provider may have up to
five (5) active userids.
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If you have two lines of business (e.g.
certified/non-certified) with two separate
FEINs, you can get additional userids
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Note: user accounts may
be terminated if not used
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View consumers, work queue, reports
Read-only, cannot change any data
PD-Biller
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How Many Accounts?
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PD-Scheduler:
All functions of PD-Scheduler, plus
Can record Service Deliveries using Service
Delivery Confirmation or one-by-one
PD-Uploader
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All functions of PD-Biller, plus
Can upload spreadsheets to record service
deliveries
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This role is new: stay tuned for more info on
this.
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Project Communications - Look here first
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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
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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.
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Project Communications
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Weekly conference call for ASAPs
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Email communications from EOEA to two (2) people at each organization
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Fridays at 11am
Status, issues, announcements, questions
ASAPs (Lead Agencies) are expected to communicate information to their providers
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.
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User, training, application issues should be communicated to Lead Agency.
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Questions about individual consumers should go to the Consumer's Agency (whoever created the
consumer's Service Plan.
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If there are technical issues that must be escalated, then the Lead Agency will contact SIMS
Support.
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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.
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.
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Webinar Schedule
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Tuesdays - 1030am - 1130am
Wednesdays - 130pm - 230pm
Webinars
Week
Dates: week of
Webinars
1
Aug 9

General Overview
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Aug 16
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Seven Business scenarios
Compare Fax to Work Queue
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Aug 23
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Seven Business scenarios
Reports
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Aug 30
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LMS (Harmony University)
HPD password resets
Silverlight install, reset
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Sept 6
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General support conference call
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Sept 13
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Work Queue & Parallel Processing
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Service delivery methods
o File Upload
o Delivery Confirmation Wizard
o One-by-one
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Sept 20
8
Sept 27
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Service Delivery methods
Reports for billing
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Oct 4
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Special Topics: TBD
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Oct 11
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Special Topics: TBD
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All users are invited
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At each location,
gather all available
users in a
conference room
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Equipment:
speaker-phone and
internet-connected
computer.
Go-live week
Login Instructions
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posted on the
website
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distributed by email
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Harmony University (on-line training)
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All users will have 30
days of access
– Unlimited, 24/7 within
that time period
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User credentials sent
on August 30th
• This is a different
userid & password
than you use for HPD
itself
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Thank You!
Questions?
Screenshots of the application following this slide
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Screenshot - Recently Modified Consumers
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Screenshots - Reports
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Screenshot - Consumer Record
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Screenshot - Consumer Record - Service Plans
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Screenshot - Consumer Record - Service Orders
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Screenshot - Consumer Record - Service Delivery
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Screenshot - Delivery Confirmation Wizard (use to record service units)
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Screenshot - File Upload
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Screenshot - My settings - user customizations
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