June 6, 2008
MINUTES
Part A Provider Outreach and Education Advisory Group Teleconference
Wednesday, May 14, 2008
11:30 A.M. to 1:00 P.M.
External Attendees (7)
Holli Benthusen, Therapy Management Corporation (1)
Wendy Grove, Brooks Health (1)
Betty Horton, Orlando Regional Health Services (1)
Kathleen Mitchell, Halifax (1)
Cynthia Sutton, Sarasota Memorial Hospital (1)
Brenda Tuohey, Health-First (1)
Cathy Wilbur, Halifax (1)
Internal First Coast Service Options Inc. (FCSO) Attendees (11)
Kimberly McCarron, Manager, Provider Outreach and Education (POE), Facilitator
Anna Wehner, Provider Relations Representative (PRR)
Kimberly Karnes, Project Consultant, Medicare Education Performance Solutions (MEPS)
Janine Levy, Project Consultant, MEPS
Charles Johnson, PRR
Robert Lewis, PRR
Terri Stanton, PRR
Ethel Miranda, Manager, Provider Contact Center
Scott Adkins, Curriculum Designer, Learning Management System (LMS)
Agenda
1. Welcome and Introductions
2. FCSO Medicare Web site
3. News & Bulletins – Web site section
4. Educational Strategy
5. Learning Management System
6. Provider Contact Center
7. Marketing of Educational Tools/Products/Events
8. Next POE-AG meeting/teleconference
9. Process Out
Welcome and Introductions
Kim McCarron, Manager, Provider Outreach and Education, welcomed everyone to the Provider Outreach and Education Advisory Group (POE AG) teleconference meeting. All participants introduced themselves and identified the organization being represented. There were a total of 7 participants who attended the session.
Kim spoke about the January 10, 2008, meeting and asked if there were any questions on the minutes. There were no questions or comments.
FCSO Medicare Web site
Kim asked the group to answer the following questions concerning the Web site: What is working well? What is your perspective on the content?
• Participants indicated that they use the Web site regularly and visit other fiscal intermediary (FI) Web sites. They felt the FCSO Medicare Web site works well for them – indicating there are no aspects or functions not working for them.
• Participants discussed the pop-up survey, indicating they do typically take the time to respond to all the questions. Kim reminded them all that since the survey displays immediately upon accessing the site, the user can minimize the survey and complete it when their encounter with the site is complete to reflect the most recent experience.
• A participant indicated they sometimes have difficult accessing past versions of the Medicare Part A Bulletin. Kim explained that an archive is available for all past issues. The group also discussed the recent enhancements to the News & Bulletins page of the site – with positive feedback on the enhancement that highlights searched words in Portable Document Format (PDF) files.
• Kim shared with this group the dialogue from the Part B POE-AG teleconference held on 05.13.08. Members of that group asked for more specialty pages. While all understand that FCSO cannot duplicate information on a page either from other locations within the FCSO Medicare Web site or from the Centers for Medicare & Medicaid Services (CMS) site, a solution may be to develop a template for specialty pages. The template would identify those key topics or areas of interest for that specialty, and then provide links to the various sources of information. FCSO POE team will draft a template and send out to the POE AG members for feedback prior to working toward implementation.
• eNews listserv enhancements – Kim explained FCSO’s Web site team is considering the move to a regular schedule for distribution of eNews notices. For example, messages would be distributed each Monday, Wednesday, and Friday, with additional notices sent when urgent issues are identified. The participants like the idea of this change. An advantage is that they will know when to anticipate FCSO communications, and if they aren’t received, they’ll know they may be experiencing a technical difficulty or issue.
Educational Strategy
Kim asked the group for general comments on our education. Do they like the scheduled education? Are there topics which they believe education is necessary?
• More in-depth information on the medically unlikely edits (MUE) and why the claims are returning to provider (RTP).
• Recovery Audit Contractor (RAC) and why claims are rejecting. Discussion ensued around the FCSO 05.13.08 Web site article on this topic. FCSO is currently working through issues of claims being rejected. We are working with the other contractors that were part of the RAC demonstration project (New York and California) to determine if they are experiencing the same issue.
• The group discussed FCSO’s data-driven education, and that the Data Analysis and Compliance (DAC) team within our organization facilitates a cross-divisional workgroup, Education Action Team (EAT), as part of this process. This ensures that discussion occurs with representatives from the operational areas (Customer Service, Claims) around the data and issues they may be experiencing in these areas.
• Kim asked that members of the group continually send to FCSO (directly to Kim) topics which they believe providers would benefit from access to education. Kim reminded them to indicate the reason for requesting topics to ensure the POE team focuses on the underlying issue.
• Kim shared that the POE team continues to make more frequent and more effective use of frequently asked questions (FAQs) on the Medicare Web site. Recent changes have been implemented to categorize FAQs, make them more easily searchable, and review and update them to ensure validity. Not all the participants have recently reviewed this section of the site, so Kim asked that they do and send any feedback to her to help make this section an effective resource tool for providers.
• Kim led discussion with the group on delivery times for Ask the Contractor Teleconferences (ACTs) and Hot Topics events. POE currently hosts these from 11:30 a.m. – 1 p.m. in response to provider feedback indicating lunch time enables more provider staff to participate. Members of the group indicated this continues to be effective for them and members of their teams. Members also indicated that Tuesdays or Thursdays are good days. The group discussed POE’s efforts to use various types of delivery methods – teleconferences, webcasts, and Web-based training (WBT) courses. Members indicated they like this varied approach.
Learning Management System
The group next discussed FCSO’s LMS and the available WBTs. Since the LMS was implemented in July of 2007, FCSO has worked on repurposing previously available WBTs to deliver them through the LMS. FCSO staff then focused on revalidation of content to ensure each reflected current Medicare Program guidelines and processes. Our next area of focus is the creation of WBTs for all existing stand-up education and creation of WBTs on new topics. Kim indicated that her team (POE) is working with FCSO’s Learning Solutions Center (LSC) developers on this project.
Kim asked for members’ feedback on various aspects of the WBTs – length; voiceover; and access.
• Some felt the current length is effective.
• Most prefer reading vs. the voiceover due to the location of their desks. Kim and Scott stated the voiceover function can be turned off.
• Most reported their staff use the LMS and take the WBTs as part of their education plan. When they take the tests at the end, the questions seem to stick in their minds and help them day to day.
• While most participants indicated they have one account for all their staff, Kim reminded them that they can have individual accounts. The advantage is the ability to develop and track individual learning plans within the LMS.
Provider Contact Center
Ethel Miranda gave an overview of the Part A Provider Contact Center operations, indicating that there are currently six Part A customer service representatives.
She also discussed the National Provider Identifier (NPI) change for May 23, 2008, and the impacts on the Interactive Voice Response (IVR) unit and customer service lines. She reminded everyone that when calling in, providers must identify their NPI and provider transaction access number (PTAN). Ethel touched on the RAC issue the group voiced earlier on the call. She will check with the customer service representatives (CSRs) to see what process they are following and think of ways we can help the providers to get over this hurdle. Ethel also discussed the current requirement that CSRs handle no more than “3 issues per call.” FCSO CSRs must adhere to this CMS requirement.
Ethel discussed her focus on education and training for members of the Provider Contact Center. The call center is closed on Fridays from 2:00 – 4:00 p.m. for CSR training. Topics for these training sessions are identified in advance and submitted to CMS by day 15 of each month. All members indicated they understood this approach and are okay with this schedule.
Ethel asked that members identify education topics from which they believe Part A CSRs would benefit. The group discussed Cost Outliers and how the claim is paid. The providers feel the CSRs are not able to assist them on these types of issues. Anna indicated that the POE team is in the process of developing an ACT on this topic. She requested that any members having specific questions on this topic send them to her to help in our development phase.
Kim reminded the group that written inquiries – whether sent through mail or e-mail (AskFloridaA@fcso.com) – are held to a 45-day turnaround requirement by CMS.
Another question was asked concerning the redeterminations/additional development requests (ADRs) denials. During the POE team’s Part A Hot Topics teleconference held May 13, 2008, this same question was raised. Direction was provided to contact the Part A Provider Contact Center to determine if ADR documentation submitted was received by FCSO. Ethel indicated she will research this to ensure that CSRs have access to this information.
Marketing of Educational Tools/Products/events
Kim talked about our marketing and asked for ideas from the group on reaching more providers regarding availability of educational events as well as all self-service tools. Members of the group indicated they incorporate this information into their new hire training package and require that staff visit the FCSO Medicare Web site. Kim asked that any members willing to share this information with FCSO should send the information to her directly.
Next POE-AG meeting/teleconference
The next teleconference meeting is scheduled for August 8, 2008, 11:30 a.m. – 1:00 p.m.
Process Out
Kim processed out and thanked everyone for participating. The meeting adjourned at 1:00 p.m.
Follow-ups
• Kim McCarron will create the draft template for specialty Web page and forward it to the group for their review and input.
• Members are asked to submit to FCSO topics for ACTs, including the reason they would like information on that topic.
• Anna Wehner will develop and deliver ACT on Coding of Inpatient Cost Outlier claims.
• Ethel Miranda will check on the capability for CSRs to access status of ADR requests.
