Issue ManagerPresented By: Shaun McAnulty

Goals for UnderstandingIssue Manager is the ticketing & tracking system for issues between PI Employees and you the Vendor.

Issue Manager access

Process of adding a New Issue

Response Driven Application

New Features Focus on use of NEW RESPONSE

Ease of use to ATTACH Files

Closing Issues

Practice Insight will be releasing the new Issue Manager this weekend on the 11th.

The release will not require any actions by Vendors to take effect, they will be in use as of Monday.

Support Manager: Ticketing system from Customers to Vendors.

PI DOES NOT MONITOR.

ISSUE MANAGER: Ticketing system from Vendors to Practice Insight.

NEW ADDITIONS

Multiple NEW and Enhanced selection Criteria have been added

Issue Manager Access

Common Myth: Issue Manager is ONLY for Vendor Level Users who have attended the PI training in

Houston

It is commonly mistaken that Vendor level users who have been to the In-House Practice Insight training are the only ones that should have/use Issue Manager.

Practice Insight wants Issue Manager to be utilized by any Vendor Staff member.

Vendor Staff who have been to PI training receive the ADD Issue permission.

Any Vendor Staff can have the EDIT Issue permission.

USERS SHOULD NOT SHARE LOGINS IT IS A HIPAA VIOLATION.

ADDING A NEW ISSUE1. Adding a New Issue starts with the same steps Issue Manager

users currently use, the NEW Issue button.

2. This will bring up the newly remodeled Creating New Issue Prompt.

3. Enter a brief summary of the Issue you want to report in the Subject.

Subject = Claim Rejections Customer #127

ADDING A NEW ISSUE:Process

4. Selecting the correct Process Code is paramount to the issue because if the correct code is selected the information collected in the following steps will allow PI to better assist you.

An expanded process list has

been added with more

controls per process code.

ADDING A NEW ISSUE:Process Additional Information Prompt

5. When a Process is chosen the Process Info for Issue form will display with required fields related to the Process.

Forms and Fields will vary based on the Process Code selected!

6. Fill out the fields denoted with an (*) on the form in order to proceed with the Issue.

1) The Description of the Issue you are submitting. Including:

I. QuestionsII. Rejection/Error Messages.III. Any additional information or communications.

Process = Claim Rejection

The Quality of data given to PI = Speed & Accuracy of Resolution

Use CTRL+C to Copy from

Application!

ADDING A NEW ISSUE:Category

The information from the Additional Information Form entered previously will display in the Process Info field.

7. The Category Field will default based on the selected Process, but can be changed if required.

ADDING A NEW ISSUE:Service Level

8. The Service Level defaults based on the Process which is the most common, but can be changed to match the situation if needed.

ADDING A NEW ISSUE:Additional Contact

9. Additional Contact is a NEW field allowing Users with ADD Issue permissions to select another User to be listed as an additional point of contact for the issue. This will also have the Issue appearing in both members ques.

Both staff members associated on an Issue will receive all emails and updates.

ADDING A NEW ISSUE:Edit Process Info for Issue Button

If the Process Info needs to be modified click on “Edit Process Info for Issue” will bring the Form up for editing.

This information is only editable until PI have marked

the Issue ASSESSED!

ADDING A NEW ISSUE:Assigned To / Process Info

Assigned To will display the Staff or Department assigned to the Issue at PI. NON-EDITABLE

Process Info here is a DISPLAY ONLY field, to edit the data use the Edit Process Info for Issue button

Optional Processes if further research is required!

Basic Issue Manager Workflow

Practice InsightVendor Issue Status

NEW Issue Created NEW Issue Appears in PI Support Que

ASSESSMENT is made on Issue

PI Originates a Question & Creates New Response

RFI Received by Vendor

Vendor Completes Request &

Uses New Response RFIC to Reply

Response from Vendor Received by PI, Issue Researched Further

PI Support able to offer possible answer to Issue & Creates New

Response

Issue Status ASSESSED

Vendor Receives Resolution

Issue Status NEW

Issue Status RFI:Request For Information

Issue Status RFIC:Request For Information

Complete

*Issue Status: RESOLVED

Satisfactory

Issue Solved

Vendor CLOSES Issue

Issue Persists & Vendor Creates New

Response to PIIssue Status: OPEN

YES NO

PI Researches Issue: Status OPEN Additional information needed?

YES

Based on Assessment, Issue automatically routes to

appropriate Department.

NO

Research Complete? NO

YES

GREEN = Vendor RequiredLIGHT GREEN = Vendor Situational

GOLD = StatusLIGHT GOLD = Situational StatusBLUE = Practice Insight Required

LIGHT BLUE = Practice Insight Situational

*: Resolved Issues Drop from PI Staff Que.Allowing to reopen the issue or PI will

not see it!

ISSUE STATUSES

RED = New and Assessed issues, Assessed Issues have not been given a Plan of Action yet.BLUE = RFI or Resolved issues, NEW to YOU and requesting your attention! A New Response will be required to update the Issue.BLACK = Open or RFIC Issues being worked by PI.

WHAT THE NEW SYSTEM LOOKS LIKE

DEMO.

USING “NEW RESPONSE” Issue Manager is now more of a Response driven tool, so to make the most effective use of Issue Manager users must

use the NEW RESPONSE Button when working on Issues to make any Updates to the Issue.

There are Two locations to add a NEW RESPONSE to an Issue; Main Issue Manager page (as seen Right)

In the Edit Issue Screen (seen Below)

Adding a New Response

USING “NEW RESPONSE”Edit Issue Screen

Changing an Issue’s Status is ONLY possible

here!

EMAIL ISSUE

When an Issue has been emailed, now you can see more about the

Issue.

CLOSING RESOLVED ISSUES

New Response Click Link to Close

Same View As PRINT Issue Button

From Main Screen With the Issue Highlighted click CLOSE

ISSUE Button.

Clicking View Issue on Resolved Email Alert Adding a New Response to Resolved

Issue will Automatically change the Issue Status to CLOSED.

ATTACH A FILE

Viewing the attached files has been modified to be easier. It will either open directly

Or prompt you to save the attachment

Make sure to always attach PHI info PI will NOT ACCEPT PHI via E-Mail.

AGAIN THESE CHANGES COME INTO EFFECT THIS WEEKEND!

Practice Insight will be releasing the new Issue Manager this weekend January 11th.

The release will not require any actions by Vendors, the New Program will be in use as of Monday.

QUESTIONS?