MINUTES
Part B Provider Outreach and Education (POE) Advisory Group
Thursday, August 23, 2007
9:00 A.M. – 11:00 A.M.
External Attendees (13)
Barbara McIntyre, High Springs Medical Center (1)
Anthony De La Cruz MD, Arthritis & Back Pain Center (1)
Leslie Witkin, Physicians First (1)
Julie Porter, Medical Anesthesia and Pain Management Consultants (1)
Maryann Palmeter, UF/Shands Jacksonville Healthcare (1)
Jeannie Randhan, Mid-Florida Cardiology (1)
Celia Myres, Family Internal Medicine (1)
Lorena McQueen, Osler Medical (1)
Kim Corkins, Watson Clinic (1)
Lorraine Molinari, Lorraine Molinari and Assoc (1)
Elizabeth Brillas, Barry University (1)
Melissa Simarz, Billing Mtg Group (1)
Nancy Farrington, Florida Pediatric Assoc (1)
Internal First Coast Service Options, Inc. Attendees (5)
Deborah Moore, Provider Relations Representative (PRR), Facilitator
Kimberly McCarron, Manager, Provider Outreach and Education (POE)
Anna Wehner, PRR
Charles Johnson, PRR
Robert Lewis, PRR
Agenda
1. Welcome
2. Introductions
3. Review Meeting Notes for May 24, 2007
• Discuss follow-ups
4. Educational Strategy
• Vision for Medifest
• Focused education and Wide spread education
• Move of basic courses to web based trainings (WBTs)
5. Learning Management System (LMS) and Web site redesign
6. Medicare Contractor Provider Satisfaction Survey (MCPSS)
7. POE AG member questions
8. General discussion
9. 2008 Member Drive
10. Next meeting
11. Process Out
Welcome and Introductions
Deborah Moore, PRR, Provider Outreach and Education (POE), welcomed everyone to the Provider Outreach and Education Advisory Group (POE AG) teleconference meeting. Internal and external participants were all asked to introduce themselves and identify the organization or office that he/she is affiliated. There were a total of 10 external participants who called in. Deborah reviewed the meeting agenda and list of handouts that were provided to participants that included a meeting reaction form.
Review Meeting Notes from May 24, 2007
No comments. Meeting notes were approved.
Educational Strategy
Kim McCarron, Manager, POE, led discussion of FCSO’s education strategy. Discussion started with an overview of FCSO’s approach and accomplishments for FY2007, then led into an overview of direction for FY2008.
FY2007 Focus and Accomplishments
• Continued enhancements to data collection and analysis. Medifest held twice – in March in Jacksonville and in May in Tampa. More than 300 providers participants were able to participate in 30+ classes over the 2 ½ day events.
• Provider Enrollment Education
• LMS Implementation – LMS deployed in July 2007.
• Web site Redesign – launched on 7.30.07. This initiative was a 9-month project during which we collaborated with external customers (POE AG and MEC) as well as internal operational staff. Focus on redesign was to implement overall look and feel, enhancements to the user navigation, and improvements to search capabilities.
• Education for providers on prepayment medical review/Progressive Correction Action (PCA).
• Focused Education – this activity is currently aimed at Part B providers, but may expand to Part A providers in FY2008.
FY2008 Strategy
• Overall goal is more frequent encounters and rapid response to data and trends. To accomplish this, we will continue to leverage technology to best reach our entire provider community. We will offer multi-level courses with a variety of delivery methods ultimately resulting in faster availability to quickly address current issues and initiatives.
• In designing FY2008 strategy, POE reviewed all feedback from POE AG, participants in Medifest events, and participants in all other events, whether they were stand-up sessions or distance learning.
2007 Medicare Contractor Provider Satisfaction Survey (MCPSS)
• Kim McCarron provided an overview of the 2007 survey results, which are available at http://www.cms.hhs.gov/mcpss 
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. POE AG member questions
• Update on NPI
Lifting the National Identifier Crosswalk Bypass Logic (refer to published article)
• Time frame for Q2 Administrative Appeals?
Q2 administrators, Limited Liability is the Part B QIC for the SE region; this is the second level in the appeal process. Request for reconsideration must be done within 180 days; QIC has 60 days to respond and notify FCSO of their decision.
• News on re-credential MD’s enrolled for many years
The 5-year revalidation or recertification
• In Section 9 of the Program Integrity Manual, it stipulates that pursuant to 42 CFR § 424.515, Medicare providers and suppliers must resubmit and recertify the accuracy of their enrollment information every five years in order to maintain Medicare billing privileges. It goes on to say that contractors may initiate revalidation activities at any time during the fiscal year. If during the revalidation process, the contractor requests information from the provider as part of the revalidation process the provider must return the requested information within 60 calendar days after they’ve been notified that they need to revalidate. If the provider fails to submit the information, the contractor shall revoke the providers billing privileges using the existing revocation procedures.
• Provider Enrollment is asking that you wait until they let you know when it will be Time for revalidations and they encourage you to wail for their notification. We are seeing some applications sent in for the sole purpose of revalidation and we are asking providers to wait for notification prior to doing this. Revalidation has only started as part of a pilot project.
• Advanced Beneficiary Notice (form revisions) – None. Upon receipt of information regarding the revised form; we will communicate that information to the POE members.
General discussion
Kim McCarron shared an upcoming enhancement to customer service specific to provider enrollment and financial inquiries currently handled by Customer Service Representatives (CSRs) in our Provider Contact Center (PCC). Beginning October 1, 2007, inquiries in these categories that are complex in nature will be handled by subject matter experts in the appropriate operational areas within FCSO. This initiative, aimed at providing comprehensive customer support, is the direct result of feedback from our provider community, and most especially feedback from POE AG members during their participation in our Provider Enrollment Education Campaign described above. The phone representatives providing this service will receive comprehensive training in the above areas, ultimately receiving certification to ensure their ability to provide this level of specialized support.
The following are questions Kim posed to the members of the group.
• Any suggestions on how FCSO can most effectively communicate the October 1, 2007, enhancement to customer service specific to provider enrollment and financial inquiries? See action items below.
• What experience have members of the group had with the implementation of the LMS and what can FCSO do to enhance or broaden their use of this technology? See action items below.
• What has been their reaction to the redesign of the Medicare Web site? Members of the group provided positive feedback on the new look and feel and navigation of this site.
• Provider Enrollment Education Campaign – any suggestions for topics for possible monthly webcasts? Kim indicated topics for first call, which will occur in late September, are application pre-screening process and NPI. No additional topics were identified at this time. Members of the team voiced their support of the focus the POE team is placing on this process and their belief that the variety of education is helping the provider community at large.
The group responded very positively to the enhancements for the IVR. Discussion did not ensue on any issues. A participant said that POE has done such a great job in covering issues of concern and identifying topics where provider input is needed, that there is no need for further discussion. The group responded with resounding agreement. One participant explained that she was happy to take the time to attend the POE AG meeting and felt that it is very worthwhile and time well spent. She expressed that the POE AG teleconferences are something she looks forward to and hopes to continue to participate for FY 2008. The group also agreed astoundingly with these comments.
2008 Membership Drive
Deborah Moore explained that POE will soon begin solicitation of new members for FY2008. We will be soliciting new members for fiscal year 2008, September 4 through November 9. If you are interested in continuing to be on the advisory group, it is important for you to complete a FY2008 application, which can be found on our FCSO Web site starting 9.4.07. Deborah encouraged the attendees to share this information with other providers in the Part B community or at the association meetings they attend.
To locate those forms for FY2008, visit our FCSO Web site and click on the Provider Outreach & Education tab in the top navigation gray bar. On the left navigation bar you will see POE-AG and click on this for the page. The forms will be added to this page.
Barbara McIntyre suggested including comments from current POE members as part of the marketing strategy to emphasize the importance and benefits of participating in the advisory group.
Next meeting
The first meeting with the FY2008 POE AG members will be scheduled in early December. This meeting will be held in Orlando.
Action Items
• FCSO to develop and host educational session aimed at assisting providers in their efforts to leverage the capabilities of the LMS. For example, participants in this meeting are very interested in using the LMS to manage performance of members of their billing staff. Can we provide examples of real-life scenarios? Members strongly encouraged this type of educational campaign since even though many of them participated in various stages of the LMS implementation, they still have questions, which would imply that other users have possibly more questions. POE will partner with the FCSO Web site team to develop an educational approach. Targeted delivery: October/November 2007.
• FCSO will deploy a variety of communications to provider community regarding the positive enhancement to customer service in the areas of provider enrollment and financial inquiries (debt recovery). This widespread education will begin as soon as possible and continue through the end of FY2007.
• FCSO to research status of assigning CMEs/CEUs to WBTs to further encourage providers to access these learning opportunities. Status to be provided by September 30, 2007.
• Is there a way in which FCSO can allow providers to contact FCSO to determine whether or not they are currently within the PECOS system? And, can providers also obtain from FCSO information on who is designated as their authorized representative?
• FCSO to partner with members of the POE AG during various phases in the development of the March 2008 Medifest. This will include identification of classes as well as the design and development of classes. This will be an ongoing task.
