Holli Benthusen, Therapy Management Corporation

Betty Horton, Orlando Regional Health Services

Cynthia Sutton, Sarasota Memorial Hospital

Brenda Tuohey, Health-First

Kimberly McCarron, Manager, Provider Outreach and Education (POE), Facilitator

Anna Wehner, Provider Relations Representative (PRR), POE

Julie Stiles, Training Administrator, POE

Robert Lewis, PRR, POE

Deborah Moore, PRR, POE

Ethel Miranda, Manager, Provider Contact Center

Mark Willett, Manager, Web Site and Provider Self-Service Technology (PSST)

Sharyn Moreland, Manager, Learning Solutions Center (LSC)

Bill Angel, Project Analyst, Web Site and PSST

Katharyn, Web Site Administrator, Web Site and PSST

Millie Perez, Provider Communications Specialist, Web Site and PSST

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.

Kim reviewed the action items from the previous meeting – all were completed. She spoke about the specialty needs and the enhancements we have made on the Web site, the topics for ACTs, and that we will hold a webcast on the Coding of Inpatient Cost Outlier at an intermediate level in October.

Mark Willett reported on the Web site and the updates we have been adding per the feedback from the provider community. These include:

Sharyn Moreland reported on the LMS and WBTs. FCSO is currently working on repurposing the 31 existing WBTs to enhance the user experience. Each WBT course is reviewed every 90 days to ensure the content is accurate and up to date. Last date of updates to course content will be identified for users. The following are topics submitted by POE AG members prior to the meeting.

Kim encouraged members to share with their peers the work FCSO is accomplishing and encourage them to take advantage of these educational opportunities.

Ethel Miranda reported on the training times for customer service representatives (CSRs), which is scheduled for Fridays from 2:00-4:00 p.m. She stated this schedule will continue in FY2009.

Ethel gave a brief report out on the specific comments within FCSO’s 2008 Medicare Contractor Provider Satisfaction Survey (MCPSS) related to PCC CSRs. Many respondents commented on the need for better job training for the CSR staff. Ethel solicited topics from the members and stated FCSO is required to inform CMS of training topics by the 15th of each month. Members did not identify any specific topics during the meeting. Ethel asked that members include this information in their Meeting Reaction Forms after this meeting.

IVR Enhancements:

Status of Appeals – we have an interim fix for the next 60-90 days. CSRs can work with providers to provide a list of the current appeal claims and mail them to providers with the status. FCSO is working to create the lists at least two times each month.

Kim delivered a high level overview of FCSO’s 2008 MCPSS results. There were 730 Part A responses.

Kim reviewed the list of upcoming educational events. She again stated FCSO will offer a 10.15.08 webcast on Coding of Inpatient Cost Outlier Claims as an intermediate course, along with webcasts on the RAC in August and on the IVR in September.

The following were identified by members of the group as additional topics:

This meeting is the last official meeting of the members for this year. Kim asked that members watch FCSO’s Web site for information on the membership drive for FY2009.

Kim processed out and thanked everyone for participating. The meeting adjourned at 1:00 p.m.