5 Day Training Schedule

1. Introduction to UHealth/UConnect

(a) Overview of the organization

(i) Scheduling

(ii) CIV

(iii) QA

(iv) PAPA

(v) Information Center

(b) Fun at Medley

(i) Employee of the Month

(ii) Spirit Day

(iii) Casual Fridays

(iv) Food truck Fridays

(c) Introduction to SharePoint

(i) Demonstration

(d) A.I.D.E.T/ Telephone Etiquette

(i) PowerPoint Presentation

(e) Introduction to Phone Systems

(i) PowerPoint Presentation

(ii) Hands on Training (System and practicing AIDET)

2) Introduction to Health plans

a) PowerPoint Presentation

i) Introduction to the Contract Summary

ii) Health Plans

iii) Medicaid/Medicare

iv) Levels of care

v) Referrals, Authorizations

vi) Hospital based POS22/ Non Hospital based POS 11

vii) L.O.A’s/SCN (Explanation and Workflow)

b) UChart Coverage Demonstration

i) Identify UChart confusion (POS/HMO&EPO/PPO) ?

ii) Searching/Entering Coverage Appropriately

c) Hands on training (Contract Summary, UChart)

i) Challenge scenarios

3) Introduction toUChart (Cadence/Prelude Access)

i) Scheduling and Registration

(1) Intro to Hyperspace

(2) Video/Lecture

(3) Demonstration view Providers schedule

(a) Understanding Schedule Blocks

ii) Hands on Training Exercises

(1) Registering New Patients

(2) Registering and Linking aDependent

(3) Scheduling

(a) Scheduling a new appointment

(i) Scheduling an existing Patient

(ii) Canceling and Rescheduling

(b) Linking Sequential Appointments, Recurring Appointments

(c) Schedule and Register a new dependent appointment

iii) Epic Competency Test

4) Introduction to UChart

a) Insurance Verification

i) WORKQUEUE

(1) What is a workqueue?

(2) The purpose of workqueues.

(3) How to work the workqueues?

ii) REGISTRATION

(1) Review and define registration folders

(a) Appointment Specific level Folders

(i) Encounter and Visit Info

1. H.A.R.

2. Linking Coverage/Guarantors appropriately

3. Manually Verifying a Coverage

a. Entering Co-payments

b. Financially Clearing the visit

iii) REAL TIME ELIGIBILITY

(1) Enter New E-Coverage

(2) Create a new eligibility

(3) Update an existing eligibility

(4) Response History

(a) Reading and Understanding the Response

(i) E-Verified

1. Verified is not necessarily correct plan.

(ii) E-Rejected

(iii) Data Mismatch

1. Identifying ,correcting, and resubmitting

(iv) Supplemental Returned

1. Identifying through RTE and MSPQ reason for flag.

2. Replacement Returned

a. Identifying in RTE the Advantage/Replacement plan

(v) Connectivity Error

iv) REFERRAL PROCESS

(1) Enter a Hospital base visit referral

(2) Enter a Physician base visit referral

(3) Edit an existing referral

(4) Tracking referring using the Counts button

(5) Un-assign and assign a referral

b) Epic Competency Test

c) Jeopardy

5) Social Labs

a) Workshops

i) Multiple workstations containing material covered

(1) Employees will rotate around work stations

b) “Catch Up”

i) Ask the Expert.

Agents are assigned an agent to shadow and train.

Competency Test after one week of shadowing/training with assigned agent

Identify areas requiring further training.

Identify any conflicting problems within employee or trainer.