BHeidecke_Portfolio_EDS(HP)

Barbara Heidecke

Technical Communication

Portfolio

nnnnn Analyzing your audience and clarifying your message

nnnnn Targeting your audience with at-a-glance usability

nnnnn Delivering artful quality and excellent service

nnnnn Tailored to your timelines

Simiplifying complex information for ease of use by target audiences!

Portfolio of Writing Samples – EDS, Inc. (now HP) by Barbara Heidecke, Technical Communication [email protected]

Sample 1 of 2 – Online Help, Medicaid Account Overview

During a 3-month contract in the fall of 2007 with EDS, Inc. (now HP), I developed online

content as part of an account overview of EDS’s upgrade to the state of Wisconsin’s Medicaid

system. At that time, it was a work in progress. These represent only a small fraction of the

content that the writing team created primarily for online help as part of the new system.

Extract #1

� interChange Account – Overview User Guide (Extract) – work in progress

As part of a project team dedicated to Help content, I developed an overview of the new state

of Wisconsin Healthcare interchange portal account. This involved working very closely with

an engineer and developing a kind of “reverse” engineering so that users as well as developers

could recognize how the account module looks from an end user perspective.

interChange Account Overview

User Guide (extract) NOTE: These procedures are for Providers, Managed Care Organizations, and Trading Partners. There is a [placeholder] for Partners content yet to be developed.

Wisconsin Health interchange Web Portal – Account Introduction

Heidecke, Barbara Page 2 of 13

interChange Account Overview User Guide

Table of Contents

interChange Account Overview User Guide ...........................................2

Table of Contents ................................................................................................................... 2

0 Welcome to the Portal (placeholder) ....................................................3

0.1 Welcome to the Portal ...................................................................................................... 3

0.2 Training (and other prior communication?) ....................................................................... 3

0.3 Secure Portal (horizontal) Navigation Bar ......................................................................... 3

0.4 How to Request Portal Access ......................................................................................... 3

1 Introducing the Portal Account.............................................................4

1.1 Training (and other prior communication?) ....................................................................... 4

1.2 What Is a Portal Account .................................................................................................. 5

1.3 Navigating to a Portal Account.......................................................................................... 5

2 Setting up a Portal Account ..................................................................6

2.1 Account Administrator Role .............................................................................................. 6

2.2 Portal Organizations, Portal Users, and Acting on Behalf ................................................. 6

2.3 Choosing a Portal Account Setup Scenario ...................................................................... 8

2.4 Setting up a Portal Account .............................................................................................10

2.5 Managing a Multi-organization Portal Account .................................................................12



0 Welcome to the Portal (placeholder)

[This placeholder section goes in a separate document.] Prior to Account help we need an introduction to portal help that addresses the following:

0.1 Welcome to the Portal Introduce the new home page and system features.

0.2 Training (and other prior communication?) Acknowledge what the end user may have already encountered before they visit the portal.

0.3 Secure Portal (horizontal) Navigation Bar Include an illustration and a short description of each portal subtopic starting with “Account” and presenting the remaining topics in some type of sequential order if possible.

0.4 How to Request Portal Access Although this will be covered through training and perhaps through other forms of communication, it still needs to be acknowledged in the Help documentation. It should accurately mirror what we say in the training and in the PIN letters. Allow for the fact that only Provider and Trading Partner Account Administrators need to request access and not clerk administrators or clerks.

How to Request Portal Access

Providers Managed Care Partners Trading Partners

1. Go to Wisconsin Health Care Programs at [URL].

2. Click Providers. 3. Select Request

Portal Access

No request needed, automatically receive a PIN letter. [Point to where they can find more info on this.]

Process to be determined.

1. Go to Wisconsin Health Care Programs at [URL].

2. Click Trading

Partners. 3. Complete the



from the Quick Links.

For future reference, Providers may also request portal access for subsequent accounts through the Account home page.

Account Home

online [Trading Partner Profile] and automatically receive a PIN letter.

1 Introducing the Portal Account

[This placeholder section needs content development. For example:]

1.1 Training (and other prior communication?) Start with a transitional sentence that ties back to the Portal Overview. For example, the portal user would have most likely requested portal access –OR– been assigned a user name and password by an administrator before arriving here. Then continue with content that acknowledges and integrates the following:



• training or other communication the end user may have encountered before they try to setup an account.

• logistical processes that impact Account help such as PIN letters and how to obtain one.

• prerequisites for setting up an account such as enrollment for Providers.

• are there other things to consider that are not listed here? Then segue into the following definition as well as setting up and using a portal account as explained below.

1.2 What Is a Portal Account A portal account is a unique user name and password. All authorized users who login to the portal have their own account. There are three user types known as account administrators, clerk administrators, and clerks. The account administrators are responsible for setting up portal accounts. They may choose how to configure their portal account(s) based on their organization’s needs. For details see section 2 Setting up a Portal Account.

1.3 Navigating to a Portal Account The first point of entry for setting up and using one or more secure portal accounts is the Account system within the secure portal navigation bar.

Go to Wisconsin Health Care Programs at [URL]. From the portal home page, click your organization type to access the Login page.

In the Login to Secure Site box, enter your Username and Password. Click Go or press

ENTER. Select Account from the navigation bar.

This displays the Account page with the following tasks:

Account Home



2 Setting up a Portal Account

2.1 Account Administrator Role [Decide how much of this paragraph to keep after we fill in the gaps in section 0 and 1.] Account administrators are users who request portal access (see topic 0.4 How to Request Portal Access) and setup one or more accounts on behalf of one respective portal organization. Administrators automatically receive privileges to carry out roles when their request for portal access is granted. They may also perform additional account tasks and assign roles to clerk administrators or clerks. This section explains how the portal components and tasks relate so administrators may choose how best to setup their portal account(s).

2.2 Portal Organizations, Portal Users, and Acting on Behalf

Portal Organizations Within the Wisconsin Healthcare interchange there are four portal organizations each with a separate login page. The term “organization” could also refer to different locations within an organization.



Four Portal Organizations

Portal Users There are three user types known as account administrators, clerk administrators, and clerks, and they are collectively known as “portal users.” The account administrators have four possible user titles to distinguish which portal organization they act on behalf of. The clerk administrators and clerks, on the other hand, have one user title each but may act on behalf of more than one organization. For details about users, tasks, and roles, see section 3 Using a Portal Account.

Portal Users

Three User Types Six User Titles Act on Behalf of

1. Provider Administrator

Providers

2. Managed Care Administrator

Managed Care

3. Partner Administrator

Partners

Account Administrator

4. Trading Partner Administrator

Trading Partners

Clerk Administrator 5. Clerk Administrator One or more portal organizations (Provider, Managed Care, Partner, Trading Partner)

Clerk 6. Clerk One or more portal organizations (Provider, Managed Care, Partner, Trading Partner)



Acting on Behalf Whenever a portal user logs into the portal they are “acting on behalf of” one portal organization. At the top of any secure portal page it will say “You are logged in with organization number X or ID X.” Users always act on behalf of one organization/location at a time even if an administrator has set up the account to include multiple providers/locations. In that case, the Provider or Managed Care users may toggle between the various organizations through Switch Organization without having to logout and login again. For details see section 3.3 Switch Organization—the Flexible Way to Work.

2.3 Choosing a Portal Account Setup Scenario You may choose from the following scenarios to setup your account(s).

Portal Account Setup Scenarios

Portal Account Scenario #

Number of Portal Accounts

Number of Users, Locations, or Organizations

1 1 1

2 1 Multiple*

3 Multiple 1

4 Multiple Multiple*

* If you are a Provider or Managed Care administrator, you may wish to setup multiple providers and/or locations under the umbrella of one account. If so, you may take advantage of the Switch Organization feature which allows all Provider and Managed Care portal users to toggle between multiple organizations and/or locations within the same account without having to logout and login again. The users would still act on behalf of one organization at a time. Switch Organization also allows the users to set the default login provider.

Example A

Scenario 2—One Account with Multiple Users

Portal User Title Account Setup Process

Provider, Managed Care, or Trading Partner

- Administrators

• [Request Portal Access].

• Login for the first time with PIN and Login ID and [Setup] a portal account. You will then be logged in automatically and you may continue



Example A

Scenario 2—One Account with Multiple Users


with any of the following processes.

Provider or Managed Care

- Administrators

• [Add Provider to Account].if you wish to setup multiple providers and/or locations within the same account.


- Administrators - Clerk Administrators

• Create clerks through [Clerk Maintenance] and assign roles to carry out portal responsibilities.

• [Switch Organization] to toggle between multiple organizations within the same account and assign roles to clerks who act on behalf of more than one organization. See topic 3.3 Using Switch Organization—the Flexible Way to Work for details.

Example B

Scenario 3—Multiple Accounts with One User



- Administrator

• [Request Portal Access].

• Login for the first time with PIN and Login ID and [Setup] a portal account. You will then be logged in automatically and you may continue with any of the following processes.


- Administrator

• [Add Provider to Account].if you wish to setup multiple providers and/or locations within the same account.

• [Switch Organization] to toggle between multiple organizations within the same account while assigning roles to clerks who act on behalf of more than one organization.

Related Topic 2.5 Managing a Multi-organization Portal Account



2.4 Setting up a Portal Account There are four tasks for setting up a portal account and customizing it to the needs of any organization. These four tasks are highlighted so you can see where they appear in the Account menu below. They are also explained in the following table.

Account Home

Account Setup Tasks by User Title

Portal User Title Task Purpose


- Administrators

[Setup] Create a new account through [Setup] after receiving a PIN letter. Same as Logging in for the first time? via account login page. Also create a user name and password. Setup is strictly for a new account and you may not reuse a PIN code.


- Administrators

[Add Provider to Account] Add multiple providers and/or locations within the same account through [Add Provider to Account] and then use [Switch Organization] to toggle between them without



Account Setup Tasks by User Title

Portal User Title Task Purpose

logging off.


- Administrators - Clerk Administrators

[Clerk Maintenance] Add, change, or remove clerk administrators or clerks through [Clerk Maintenance]. The clerk administrators may in turn use Clerk Maintenance to add, change, or remove clerks. It also allows administrators to assign roles to clerk administrators or clerks which define the functions they can perform on behalf of their respective organizations. The clerk administrators may in turn use Clerk Maintenance to assign roles to clerks.


- Administrators* - Clerk Administrators*

[Switch Organization] Assign roles to the same clerk on behalf of multiple organizations by switching to a different organization within the same account without having to logout and login again. Also set the default login provider. * NOTE: In the context of account setup this task applies only to Provider and Managed Care “administrators” and “clerk administrators.” But in the context of clerks fulfilling their roles, it applies to all Provider and Managed Care “users” who act on behalf of more than one organization. See topic 3.3 Using Switch Organization —the Flexible Way to Work.



Related Topics 2.5 Managing a Multi-organization Portal Account 3 Using a Portal Account 3.2 Using Clerk Maintenance and Assigning Roles 3.3 Using Switch Organization—the Flexible Way to Work 4.1 Portal Account-at-a-Glance

2.5 Managing a Multi-organization Portal Account The following table summarizes all the portal features and dynamics that make up a multi-organization account. This overview may help the administrator decide how best to setup and manage one or more accounts based on the needs of their organization.

What’s in a Multi-organization Portal Account

Portal Users and Organizations

Six portal users and four portal organizations are illustrated in section 1. They form the basis for a multitude of relationships and interactions within the portal.

Acting on Behalf of an Organization

Every portal user acts on behalf of one or more portal organizations but only for one organization at a time as established through [Setup] and/or one location at a time as established through [Add Provider to Account].

Portal Account Tasks Account tasks are available through Account home and allow users to manage and maintain their portal account(s) as well as toggle between multiple organizations within the same account through [Switch Organization]. See topic 3.1 Understanding Account Tasks in Relation to User Types.

Clerk Maintenance [Clerk Maintenance] allows Provider, Managed Care, and Trading Partner administrators to add, change, or remove clerk administrators or clerks. The clerk administrators may in turn use Clerk Maintenance to add, change, or remove clerks. It also allows administrators to assign roles to clerk administrators or clerks which define the functions they can perform on behalf of their respective organizations The clerk administrators may in turn use Clerk Maintenance to assign roles to clerks.

Clerk Roles Clerk roles are privilege levels assigned through Clerk Maintenance that allow clerk administrators and clerks to fulfill portal responsibilities on behalf of their respective organizations. See topic 3.2 Using Clerk Maintenance and Assigning Roles.

Switch Organization [Switch Organization].allows Provider and Managed Care users to toggle between multiple organizations within the same account.



Revision History

Document Version Number

Revision Date

Revision Page Number(s)

Reason for Revisions

Revisions Completed By

Version 1.1 10/25/07 New document Barbara Heidecke

Version 2.0

Portfolio of Writing Samples – EDS, Inc. (now HP) by Barbara Heidecke, Technical Communication [email protected]

Sample 2 of 2 – Online Help , Medicaid Account Overview, Clerk Maintenance

The following is the second of 2 extracts as part of an account overview of EDS’s upgrade to the

state of Wisconsin’s Medicaid system in the fall of 2007. At that time, it was a work in progress.

This is only a small fraction of the documents that the writing team created primarily for online

help as part of the new system.

Extract #2

� interChange Account – Clerk Maintenance (Extract) – work in progress

I developed this document intended ultimately for online help to explain how to use the Clerk

Maintenance panel within the state of Wisconsin’s web-based portal to the Medicaid system.

Wisconsin Health interchange Web Portal – Account

Heidecke, Barbara Page 1 of 10 8/28/2007

Clerk Maintenance

Account Under What would you like to do? select Clerk Maintenance:

Setup

Maintenance

Messages

Change Password

Reset Password

Clerk Maintenance

Switch Organization

Internal Switch Organization

Request Portal Access

Add Provider to Account

Clerk Maintenance Applies to: Provider, Managed Care, and Trading Partner administrators

Purpose: This page allows Provider, Managed Care, and Trading Partner administrators to add, change, or remove clerk administrators or clerks. The clerk administrators may in turn use Clerk Maintenance to add, change, or remove clerks. It also allows administrators to assign roles to clerk administrators or clerks which define what they can perform on behalf of their respective organizations The clerk administrators may in turn use Clerk Maintenance to assign roles to clerks. A clerk administrator may manage other clerks but with some restrictions as compared to account administrators. For details see Clerk Roles.



This is the Clerk Maintenance page:

Administrators, Clerks, and Roles

The following definitions explain the secure portal users and their roles.

Administrators are end users who manage one or more portal accounts on behalf of Providers, Managed Care, Partners, and Trading Partners. An administrator has the ability to perform all tasks associated with the account they are currently logged in as or acting on behalf of. Through Clerk Maintenance, an administrator may create clerks and clerk administrators and assign specific roles that define their privilege levels.

Clerks are created by an administrator or a clerk administrator who assigns roles (privileges) to each clerk through Clerk Maintenance. A clerk can perform only the roles assigned by an administrator.

Clerk administrators have the same roles (privileges) as other clerks but also have an additional privilege to access the Clerk Maintenance page and maintain other clerks. For details, see [Clerk Roles].

Roles are assigned to clerks and clerk administrators by account administrators via the Clerk Maintenance page. The roles define the privilege levels available to clerks and the role of clerk administrator is treated as a special role with its own checkbox. Clerk administrators can assign roles to other clerks but they cannot assign or change their own roles. For role definitions and restrictions, see [Clerk Roles].

Add a Clerk

Note—It is essential to click Submit after all Adds, Changes, and Removes.



In the Clerk Maintenance page, click the Add Clerk button. The screen refreshes and displays a new green row marked with an A which serves as a placeholder for the new entry.

Note the Search link next to User Name. This opens the User Name Popup Search

which allows you to search for existing user names.



Complete each of the blank fields marked with an asterisk.

Then assign roles for the new clerk as explained in [Clerk Roles]. (Need a screen

shot that shows more roles.)

Clerk Roles

When you assign clerk roles, you assign the privilege levels or functions they will carry out on behalf of their respective organizations. Web Admin – What is this role? Eligibility – Verify member’s eligibility prior to rendering services. See [Eligibility]. Claim Submission – Submit claims electronically through the portal. See [Claims]. Prior Authorization – Submit PA requests either through relevant portal pages or by uploading PA request files (HIPAA 278). See [Prior Authorization]. Trade Files – Upload or download electronic files. Users can select the type of file they want to download from the State’s secure website. See [Trade Files]. Update TPP – Update Trading Partner Profile. See [Trading Partner]. Clerk Administrator (checkbox) – Create and manage other clerks. This is a special role that administrators can assign to clerks and allow them to access to the Clerk Maintenance page to maintain other clerks. Clerk administrators have the following restrictions:



• Clerk administrators do not have the ability to maintain their own roles.

• Clerk administrators cannot assign other clerks the clerk administrator role.

• Clerk administrators can only assign roles to other clerks that they have themselves.

For example, a clerk administrator cannot assign the “Claim Submission” role to a clerk unless they also have that role for the provider they are currently acting on behalf of. See How to Assign the Role of Clerk Administrator [cross-ref hyperlink] below.

How to Assign the Role of Clerk Administrator

When an administrator assigns the role of Clerk Administrator to a clerk, it is only for the provider that the administrator is currently acting on behalf of. If an administrator wants to make that same clerk a Clerk Administrator for another provider, there are two requirements: 1) the administrator must have the ability to act on behalf of the alternative provider,

and 2) the administrator would need to perform a [Switch Organization] to this other

provider, then return to the Clerk Maintenance page, and assign the clerk the Clerk Administrator role for that provider.

NOTE: While logged in, portal users act on behalf of one organization at a time even if multiple organizations or

providers are setup within the same account.

The Clerk Maintenance page is only for the organization you are currently logged in as. If you wish to assign roles to a clerk on behalf of more than one

organization, use Switch Organization to assign roles respectively.

Select role(s) from the Available Roles box and click the appropriate arrow button

to add the roles to the Assigned Roles box:

< arrow = Remove Select Item(s) << arrow = Remove All Items > arrow = Add Selected Item(s) >> arrow = Add All Items



Administrators may assign the additional role of Clerk Administrator by selecting the

Clerk Administrator checkbox. For role definition, see [Clerk Roles]. (Find out how to select this box and then update the screen shot.)

When ready, click Submit.



The new clerk name appears in the top row of Clerk Maintenance marked A.

You will also see a confirmation message box at the top of the screen:

Change Clerk Profile or Roles Enter changes in the data fields or change the roles and click Submit. I was able to

change the Roles but not the clerk data fields. Also the text, “Type changes below,”



only shows up sporadically and it doesn’t seem to be possible to type any changes.

Remove a Clerk To remove a clerk, select the clerk name from the list and click Remove Clerk.



Click OK if you are sure you want this row marked for deletion.

The row is marked with a D. The row will not be removed unless you click Submit.

Click Submit to remove the name.

Reset Password To reset a clerk’s password through Clerk Maintenance:

Select the clerk’s name and click the Reset Password button. Complete the required fields marked with an asterisk and click the Reset Password

button. Find out: How does Reset Password within Clerk Maintenance relate to Reset Password on the Account home page? If all portal users can reset their own passwords through Account home “or” through the portal login page (Forgot your password?), then why is there a Reset Password inside the Clerk Maintenance page?



Revision History:

Document Version Number

Revision Date

Revision Page Number(s)

Reason for Revisions

Revisions Completed By

Version 1.0 08/28/07 New document Barbara Heidecke

Documents

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