Briefing: UBO Helpdesk

2010 UBO/UBU Conference

Health Budgets & Financial Policy

Briefing: UBO Helpdesk

Date: 24 March 2010

Time: 1510 – 1600

2010 UBO/UBU ConferenceTurning Knowledge Into Action

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Objectives

Discuss the various helpdesk resources available Review scope of support provided by each helpdesk

resource Provide contact information Identify available information resources


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Support Resources

Helpdesk resources– Service UBO managers– UBO Helpdesk– UBO Helpdesk phone line– MHS Helpdesk– VPOC Helpdesk

Information resources– UBO Web site– Pharmacy Price Estimator – Cosmetic Surgery Estimator


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MHS Helpdesk – Support Provided

Questions concerning MHS systems and applications:– Report not running– Fields not populating

TPOCS CHCS DEERS Communications Other standard MHS systems


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UBO Helpdesk – Scope

UBO Sponsored Estimators– Cosmetic Surgery Estimator – Pharmacy Pricing Estimator

Rate Questions– Is there a rate for this procedure?– Is there a rate for this provider class?– Which table has the rate for this procedure?

TPCP Metrics Reporting System (DD 2570) Standard Insurance Table and Other Health Insurance Policy and Compliance MHS Tier 3 Helpdesk Tickets


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MHS Helpdesk – Contact Information

[email protected]

800-600-9332 (CONUS)

210-767-5250 (Direct)

866-637-8725 (OCONUS)


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MHS Routing of Trouble Tickets

MHS_BOC_T31. DB warning/error messages

displayed to the user2. Nightly data feeds from

CHCS/ADM not being received and/or loaded into the system

3. Hardware warning messages/failure

4. Security/IAVA issues5. Server not loaded with the current

code and/or rate table release6. Server not loaded with the current

release of the client application7. Server not loaded with the current

database upgrades8. Server backup9. Printing/Print Server

MHS_TPOCS_T31. Application screens2. Data contained in application

reports3. Application warning messages

displayed to the user4. eBilling5. Load error report

MHS_UBO_T31. Content of code & rate tables2. Mapping of codes to the rate

tables3. Billing policy4. SIT/OHI repointing issues

MHS_TPOCS_T21. Any reported TPOCS system problem

not resolved by MHS_TPOCS_T1

MHS_TPOCS_T11. Any reported TPOCS system problem

Trouble Tickets are logged in and a “Problem Number” is

assigned for tracking

Source: Shawn Delph, Apptis, Sr Principal Business Systems Analyst, (703) 674-5307


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TMA UBO Helpdesk

User Contacts the UBO Helpdesk directly through e-mail ([email protected]) or through the UBO Helpdesk

Phone Number (703) 575-5385

UBO Contract Support Team Member responds directly to the User (most responses w/in 48 hours)

Call/e-mail is routed to appropriate UBO Contract Support Team Member for

research and response

Response is documented in the “Altarum UBO Trouble Ticket

Response Folder” and if issue is resolved, the ticket is considered

“closed”

If necessary, the issue is elevated to the TMA

UBO Program Office for review and response


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OCFO UBO Web Site


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OCFO UBO Web Site

Serve as the key, corporate-level source for sharing policy, business process, and other functional information needed to support DoD UBO business operations– Policy Documents– Business Rules– Rate Tables– Training Presentations– Newsletters– Reference Documents– System Information– Relevant Links


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UBO Web Site

UBO Web site is available to all UBO staff with Internet access

Office of the Chief Financial Officer (OCFO) site– http://www.tricare.mil/ocfo/mcfs/ubo/index.cfm

Backup site for large files, MS Access files, etc.– https://my.altarum.org/sites/ubo/default.aspx


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Major Areas of the OCFO UBO Web Site

UBO Homepage About the UBO Billing HIPAA Performance

Measurements Policy Guidance MHS Rates National Provider

Identifier (NPI) Newsletters

Patient Categories/PATCAT Tables

Standard Insurance Table/Other Health Insurance

Systems Annual Conferences Learning Center


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UBO Home Page

Upcoming teleconferences Upcoming conferences Latest newsletter Frequently Asked Questions Selected reference documents Important links


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Key Links on the UBO Site

UBU TPOCS CHCS MHS Helpdesk MEPRS Portal CHCS Field Services Data Quality DoD Forms


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About the UBO

Mission Definitions for the three UBO Programs

– Third Party Collections Program– Medical Services Account– Medical Affirmative Claims


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Billing

Billing documents and guidance MSA MAC TPCP E-billing Links to billing forms


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HIPAA

HIPAA information resources– Training presentations– Guidance documents– Reference documents– Links to related resource sites


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Performance Measurements

Key Performance Indicators Metrics Performance Measurement Goals

Service Inpatient Outpatient Combined

Army $31.4 $75.9 $107.3

Navy $8.3 $46.6 $54.9

Air Force $11.1 $92.8 $103.9

All DoD $50.8 $215.3 $266.1

FY 2010 TPC Collections Goals


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Policy Guidance

Policy letters User Guide (formerly Functional Business Rules for

Itemized Billing) UBO Manual


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MHS Rates

Ambulance Anesthesia UBO CHAMPUS Maximum Allowable Charge (CMAC) Cosmetic Surgery Dental Durable Medical Equipment International Military Education and Training

(IMET)/Inter-Agency Rate (IAR) Immunization Inpatient Adjusted Standardized Amount (ASA) MAC Overseas Billing Pharmacy


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Access to UBO CMAC Zipped Files

OCFO limits the file formats that can be posted on the OCFO UBO Web site

CMAC files are available in a zipped format from an alternate UBO site. CMAC files can be found in the Shared Documents folder. All users may access the alternate site by entering the username and password information on the following slide when prompted

Backup site for large files, Microsoft Access files, etc.– https://my.altarum.org/sites/ubo/default.aspx

(Continued)


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Access to UBO CMAC Zipped Files

For Users Running Windows XP:– username: mi-sharepoint\ubo user– password: ubo_2008

For Users Running Windows 2000 and Windows 98:– Username: ubo user\aa-sharepoint – Password: ubo_2008

To access the alternate site click here! The CMAC files are available under the Shared Documents folder– Please note: These files are very large and will take a

few minutes to download


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Newsletters

Oct – Dec 2009 UBO Newsletter Contents: – Billing Offices Again Smash TPC Record in FY 2009– 2010 UBO/UBU Conference– Outpatient MAC Rates Published– ASA Effective, but ICD-9s Delayed– Pharmacy Rate Table Update– Refining Cosmetic Surgery Estimates for Abdominoplastics– Preparing for CSE v6– Tips to Maintain Connectivity with DEERS – Remember to Safeguard Protected Health Information– Exciting Changes to the UBO Learning Center


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Standard Insurance Table/Other Health Insurance

SIT/OHI table clean-up update Entering and updating SIT/OHI information Placeholder SCR update Contact VPOC information


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Systems

CHCS notes TPOCS documents Future systems System Change Request (SCR) form


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Annual Conference

OCFO regulations prohibit the posting of documents that could be used to build a list of names for any UBO function– Therefore, we have removed the names on all the

annual conference presentations from the OCFO Web site


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Learning Center

Selections from Available Presentations: Billing for APV Institutional Fees under the Medical

Services Account Program 2009 ASAs for Direct Care Inpatient Billing MAC Enhancement SIT/OHI Clean up Activities 2009 Outpatient Itemized Billing Update Cosmetic Surgery Estimator TPC Metrics Reporting System Introduction Provider Specialty Code Table Update ICD-9 and CPT Updates Pharmacy January 2010 Rate Update VA/DoD Resource Sharing Inpatient Services Billing

Rates


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Submitting System Change Requests

Make sure you define the problem Prepare the MHS SCR form Discuss your recommended SCR with your Service

Manager first


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Summary

Various helpdesk resources available Scope of support provided by each helpdesk resource Contact information Available information resources


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UBO Web Site

TMA UBO Web site

http://tricare.osd.mil/ocfo/mcfs/ubo/index.cfm


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Helpdesk

TMA/UBO Helpdesk

Functional Support

[email protected]

703-575-5385