• Participants indicated that they use the Web site regularly. Lengthy discussion occurred around providers having difficulty easily locating information relevant to their specific area of practice or specialty. Kim McCarron explained FCSO requirements that we not duplicate information available from CMS Web site or from other places within the FCSO Medicare Web site, and this requirement helps to ensure consistency of information. However, the group did agree with FCSO’s recommendation that, in order to meet the need addressed during this discussion, the POE team will develop a template for specialty pages. This template would identify those key topics or areas of interest for that specialty, and then provide links to the various sources of information. The POE team will send this draft template out to the POE AG members for feedback prior to working toward implementation.

• The members also discussed their desire for features such as blogs or chat capability. Kim explained that FCSO would need to ensure proper management and control of this type of feature to ensure incorrect, invalid, or private information is not shared. Members of the group indicated a blog could take the shape of a customer-to-customer communication with no involvement or oversight required by FCSO. Kim indicated this would require dialogue within FCSO and with CMS to determine feasibility.

• 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 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.

• Members requested that links from the FCSO Medicare Web site to CMS site be more specific and not take user to ‘general’ page. Bill Angel, FCSO’s Medicare Web site and Provider Self-Service Technology team, discussed the challenge that develops when of taking a user to specific articles or locations and the source documents are revised or relocated. To avoid the error the customer would then receive, FCSO’s links move user to the general location. Bill did indicate the Web team will look at ways they can incorporate information to help the user know where to go to access the specific CMS article or resource.

• Bill Angel discussed with the group work the Web site team is performing to identify and implement enhancements to the Fee Schedule section of the Web site, with the goal of making this critical information easier to navigate.

• Members of the group agreed that the new page on the FCSO Medicare Web site “News and Bulletin” is an improvement, and makes it easier for providers to navigate through this large volume of “absolutely relevant” information.

• More education on “Incident To” – CR 5288. While the recent 6-part educational webcast series on E/M did address “Incident To,” Kim indicated additional education will be developed. Kim asked that participants send to her specific questions or issues they believe should be integrated into the design and development phases. This specific CR will be included in the July Hot Topics ACT.

• 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 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 on 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 that and send any feedback to her to help make this section an effective resource tool for providers.

• The group members suggested that the POE team schedule and deliver follow-up educational sessions for those events that have a large number of follow-up questions so that participants have the opportunity to further discuss those topics.

• Kim led discussion with the group on delivery times for 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, WBTs. Members indicated they like this varied approach.

• Some felt current length is effective.

• Most prefer reading vs. the voice over due to the location of their desks. Kim and Scott stated the voice over 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.

• Members indicated they would like ability to print WBT content.

• While most participants indicated they have one account for all their staff, Kim reminded them that they can have individual accounts. The advantage, then, is the ability to develop and track individual learning plans within the LMS.

• 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, with an explanation of why they would like information on that topic.

• FCSO to design, develop, and deliver education on “Incident To” in addition to the inclusion of CR5288 in the July Hot Topics ACT.