Support Triage a Self-Help Guide for Facilities, Vendors and Support Staff

Transcription

1 Support Triage a Self-Help Guide for Facilities, Vendors and Support Staff

2 Document History Version Date Update Origin Written by.01 5/22/12 Initial Draft Kelly Llewellyn 1.0 6/3/2012 Initial Release with web links Sue Merk 1.1 6/4/2012 Additional triage information Kelly Llewellyn 1.2 6/5/2012 Web form updates Sue Merk 1.3 6/12/2012 Web form updates and NHIN additions Sue Merk Table of Contents 1 Overview Purpose Intended audience Players and their Roles NRAA OneHealthPort HIE Your Certified EMR Vendor CMS Triage of Support Issues Triage with Your Certified EMR Vendor Support Matrix Support Web Form Web Form Conditional Logic Web Form Conditional Routing Web Form Sample Routed Ticket - QualityNet Web Form Sample Routed User Confirmation Screen Web Form Sample Routed User Confirmation Sample Errors and Resolution Tips NwHIN Process for Using the NRAA HIE Support Web Form

3 1 Overview Welcome to the National Renal Administrator s Association (NRAA) Health Information Exchange (HIE) Support Self-Help User s Guide. This guide is designed to assist organizations, facilities, vendors and support teams to navigate the many levels of support for this multi-organization service. 1.1 Purpose The purpose of this document is to: Outline the functions and responsibilities of the various organizations offering support for the NRAA HIE and its services. Provide tips and techniques for how to resolve issues without waiting for a support team. 1.2 Intended audience This document is intended for: Any facility, vendor or support staff responsible for assisting NRAA customers wishing to contract, register, submit data and reconcile reports via the NRAA HIE. 2 Players and their Roles The NRAA HIE is a modern day example of an online service with many players. There are a variety of organizations that create the virtual service known as the NRAA HIE. The following is an introduction to the many players and their roles. 2.1 NRAA The NRAA is the sponsor organization offering contracted services for CROWNWeb data submission to CMS. NRAA administrative staff is responsible for reviewing submitted contract information, validating information provided by the organization, and facilitating the NRAA HIE contract approval and denial process. Designated staff is also responsible for answering contracting questions and managing special contract term requests submitted by organizations during the contracting process. The NRAA is also responsible for data and business logic discussions with CMS related to the CROWNWeb dataset. 3

4 2.1.1 HT Consulting Howard Thomas is the contracted NRAA Program Manager for the HIE program representing the sponsor organization and contractor activities. 2.2 OneHealthPort HIE The OneHealthPort HIE is the managing organization the NRAA has contracted with to offer the messaging services as well as the contracting and facility registration applications to assist NRAA staff in managing the workflows around on-boarding organizations, facilities and vendors. The OneHealthPort staff project manages the setup, testing and go-live of vendors and facilities submitting data thru the NRAA HIE. OneHealthPort staff manages the customer interface for Support for the NRAA HIE Axway Managed Services and Technology OneHealthPort HIE contracts with Axway for the messaging engine and staff that manage the NRAA HIE servers and software. OneHealthPort will triage issues to Axway Managed Services to assist in problem resolution. 2.3 Your Certified EMR Vendor Electronic medical record (EMR) vendors certified with the NRAA have built and successfully tested their product s capability to collect and generate quality data reports for the CMS required CROWNWeb data submissions. Your vendor supports you in the use of your application and with the processes related to preparing your CROWNWeb files for submission. Vendor support includes: Educating you about the appropriate use of the fields in the EMR tool to collect the CROWNWeb data Assisting in workflow design and analysis for data collection Assessing proper presentation of the data in the CROWNWeb format prior to submission Interpretation of data error messages you may receive during the CROWNWeb data submission process Identifying solutions and making corrections to data files for resubmission 4

5 2.4 CMS CMS is the owner of the CROWNWeb data specification and the servers and services for data submission via batch, HIE connection or web application. CMS employs a number of subcontractors who manage various parts of the services Quality Net (operated by Buccaneer) QualityNet hosts the support desk for the CMS CROWNWeb data submission process edaptive Systems edaptive Systems provides project management, data format and business rules validation in the test environments of the CMS CROWNWeb system, certification of data submitters SoftDev SoftDev provides data quality support for the CMS CROWNWeb data repository and data analytics for CMS Computer Science Corporation (CSC) CSC provides CMS with management of the technical infrastructure, servers and software for the CROWNWeb system. 3 Triage of Support Issues The NRAA HIE will host a website with self-help tools and a web form for Support requests. The web form will triage (by issue type) the routing of a ticket request to the NRAA HIE, NRAA Business Office or QualityNet ESRD Help Desk based on the categories outlined in the Support Matrix listed in section Triage with Your Certified EMR Vendor Your vendor is a key resource for you during the CROWNWeb data submission process. Typically, your vendor will be your first resource in assessing data submission error code messages and troubleshooting problems and remedies to correct the errors. However, before you contact your vendor there are several things you can do to self-triage your data. 5

6 1. Review the data error code message sent in the Deferred Response from CROWNWeb. The Deferred Response will send back the error code and specifically indicate the problem with the data file. 2. Examine the original file data fields (where the errors were indicated by CROWNWeb) closely to determine whether the information is: a. Missing b. Incorrect for that data field. For example, there are words entered in the field such as pending or stand-by written in by facility staff where only a HICNUM should be entered. c. Improperly formatted for a data field. For example, a lab value is not entered in the proper format for that data field. 3. For Near Match errors (this is an error message from CROWNWeb indicating that the system can t match the information provided for the patient in the demographic file because the patient already exists in the CROWNWeb system), do the following: a. Examine all the data fields in the original demographic data file to check that information is entered properly for that field, i.e. the SSN is entered in the proper format. If it s not, make the correction then resubmit the data file. If the information is entered correctly, then contact the Quality Net ESRD Help Desk. b. Contact the QualityNet ESRD Help Desk (see Support Matrix below) and report the Near Match error and request assistance with identifying the patient. Note: Do not send any patient information in the support ticket. The support ticket travels via regular and is not secured. Instead, request the QualityNet ESRD Help Desk to give you a call. c. If, after contacting the QualityNet ESRD Help Desk, you have determined the data is correct and the patient DOES NOT exist in the CROWNWeb system (and thus the demographic file should be accepted by the CROWNWeb system), then contact your EMR vendor for assistance in examining the data file for: i. Hidden characters in the file ii. Hidden encryption for specific data fields in the file such as the SSN data field iii. Other anomalies in the data file which is causing it to be rejected by the CROWNWeb system 3.2 Support Matrix Customer Support Problem or Question NRAA HIE@nraa.org QualityNet Help Desk (CROWNWeb) Phone: (866) qnetsupport-esrd@sdps.org NRAA HIE (OneHealthPort) NRAA HIE Support web form 6

7 NRAA Contract NRAA Contract Special Terms QIMS Accounts Information, account setup, and support NRAA HIE User Account setup password and account issues Facility Registration Questions regarding registration of contracted facilities to submit data through the NRAA HIE Non-Certified Vendors Questions regarding vendors supporting contracted renal dialysis facilities not certified by the NRAA HIE NRAA HIE Activator and CROWNWeb Data Submission Technical Setup Request for assistance from the NRAA HIE technical support team ACKS/NAKS Assistance with troubleshooting system notifications from NRAA HIE technical support team Deferred Response Message Receipt Assistance with troubleshooting receipt of Deferred Responses from the CROWNWeb system System not responding data submission or ping to NRAA HIE Hub Error Codes Assistance with interpretation of error codes (and description of errors) received in the Deferred Business and Account Setup Issues HIE Technical Connectivity CROWNWeb Data Submissions 7

8 Response messages from the CROWNWeb system Near Match Error Code Assistance with interpretation of this error code and assistance with correcting demographic files that receive this error message 3.3 Support Web Form The NRAA HIE hosted web form gathers user information and the issue description as well as the category of issue. Based on the category, the ticket information is ed to the appropriate Support Desk to assist the requester. If the requester selects other it will be reviewed and triaged to the appropriate Support Desk by the NRAA HIE Support staff. The Support web form can also be used by NRAA business staff and QualityNet Support staff to transfer support tickets or open tickets with the NRAA HIE Support team. Start the Support Ticket process from the NRAA HIE home page: Start Support Form Support Triage User s Guide 8

9 Start Support Form: By selecting the Organization type which opens the form for that user type. Sample form for NRAA or Quality Net ticket transfers to NRAA HIE Support: 9

10 Sample Form for a facility: 10

11 3.4 Web Form Conditional Logic The web form supports asking additional questions for any of the My Question Is About triage categories. Below is an example of the additional questions asked if the user selects the Missing responses to submitted data option. 3.5 Web Form Conditional Routing The message content will be routed to the appropriate support desk based on the following topics outlined in the Support Matrix above. o o o o Account setup or login/password issues NRAA HIE Contracting with NRAA HIE NRAA Business My vendor's certification with NRAA HIE NRAA Business CROWNWeb data or error questions QualityNet Helpdesk 11

12 o o o o o QIMS number assistance QualityNet Helpdesk System setup or connectivity NRAA HIE Missing responses to submitted data NRAA HIE Using the Facility Registration Application NRAA HIE System not responding NRAA HIE 3.6 Web Form Sample Routed Ticket - QualityNet 3.7 Web Form Sample Routed User Confirmation Screen 12

13 3.8 Web Form Sample Routed User Confirmation 4 Sample Errors and Resolution Tips Problem Resolution Tips Listed below are several possible scenarios where data submitters may not receive message receipts, ACKs/NAKS or Deferred Responses from the CROWNWeb system. The scenarios are described below along with tips for problem resolution. Scenario #1: The data submitter does not have a facility record in the CMS Repository. Each week the NRAA HIE submits a current file of all facilities eligible to submit data from the NRAA HIE with their CROWNWeb identifiers and NRAA Org Facility Code. All submitted records from a facility not found in the database will be rejected with a Deferred Response Failure from the CROWNWeb repository. Problem Resolution Tip: This issue can be avoided if the facility maintains their facility record and any changes in the Facility Registration application hosted by the NRAA HIE. Scenario #2: The data submitter does not receive receipts for NRAA HIE Hub data file submissions sent to the NRAA HIE Hub. 13

14 Problem Resolution Tip: This issue should be reported to the NRAA HIE Technical team. Please see the Support Matrix on the NRAA HIE website to report this incident. Click on the link to fill out the Support Ticket and include the date, time, number of the CROWNWeb data files originally submitted and the number of receipts received (if any). Scenario #3: The data submitter does not receive an ACK or NAK from the CMS Hub for some or all of the CROWNWeb data files submitted. Problem Resolution Tip: Because of the metering of message delivery to the CMS Hub, an ACK or NAK may be returned in seconds or hours. A support ticket should only be created if an ACK or NAK has not been received in 24 hours IF the NRAA HIE provided a receipt for the message. Please see the Support Matrix on the NRAA HIE website to report this incident. Click on the link to fill out the Support Ticket and include the date, time, number of the CROWNWeb files originally submitted and the number of ACKs or NAKs received (if any). Scenario #4: The data submitter does not receive a Deferred Response from the CROWNWeb repository for some or all of the CROWNWeb data files submitted. Problem Resolution Tip: Once the CROWNWeb repository successfully receives a submitted file (ACK indicates the CMS system received the file) those files run through a validation process to check for data accuracy. Once the validation process is complete then the validation results are sent back in a Deferred Response message (meaning the validation response is not immediate following file submission as are the ACKs/NAKs). The processing time for the file validation and the delivery of the Deferred Response is impacted by the number of files the CROWNWeb repository is receiving from all data submitters. If volume is low, then files process more quickly and the Deferred Responses are returned more quickly. Conversely, if volume is high then the validation processing and return of the Deferred Response is slower. Problem Resolution Tip: To manage and track Deferred Responses, data submitters are encouraged to submit files in manageable volumes keeping track of the number of files submitted and the number of Deferred Responses received. Delivery of the Deferred Responses can range anywhere from 3 minutes to over 24 hours depending again on the number of files submitted and number of submitters sending files to the CMS Hub or the CROWNWeb repository. If, after monitoring Deferred Response receipt for at least 24 hours, some or all expected Deferred Responses are not received then this issue should be reported to the NRAA HIE Technical team. Please see the Support Matrix on the NRAA HIE website to report this incident. Click on the link to fill out the Support Ticket and include the date, time, number of the CROWNWeb files originally submitted and the number of Deferred Responses received (if any). 14

15 5 NwHIN Process for Using the NRAA HIE Support Web Form See attached NwHIN Document. 15

16 NwHIN Submitting a Request using the NRAA HIE Support Web Form The following process will be used by Help Desk staff to assist users with submitting a request using the NRAA HIE Support Request Form. This process should be followed if a call is received from a user inquiring about NwHIN related questions that the QualityNet Help Desk does not support. See NwHIN Support Matrix for more information. Process Steps 1. Create an Incident in Remedy. 2. Have the user go to and click on either Technical Support or Support Form. 3. Have the user select the appropriate Organization Type (Options: Participating dialysis facility, EMR Vendor, NRAA Staff, QualityNet Staff Note: After selecting the appropriate Organization Type, the page will populate with additional information the user needs to enter. 4. Walk the user through entering all required information and click Submit. Note: Fields with an asterisk (*) are required. 5. Advise the user that their request will be routed to the appropriate team for response and they will receive a confirmation with a ticket ID. 6. Resolve the incident with the standard resolution: Resolution: Assisted user with submitting their request via the NRAA HIE Support Request Form. Remedy Coding OpCats Tier 1: EDI Tier 2: NRAA HIE ProdCats Product Name: NwHIN Back to the NwHIN Page Last Updated by Amie DeForest on 05/31/2012.