Part 4 - Iowa Medicaid Enterprise

RFP MED-12-001 | Technical ProposalIowa Medicaid Enterprise System Service Procurement | MMIS and Core MMIS Operationsprograms, incentives and benefits, the members of Team Noridian all enjoy employee retention rates thatmeet or exceed the industry average. This not only reduces the need to fill vacancies, but also ensures thatwe often have experienced and qualified replacements on staff ready to step into a soon-to-be-vacantposition. Our recruitment process will be complete when we receive approval from the Department on thereplacement candidate.Mr. Hruska will notify the Department within 15 business days of any proposed changes to our keypersonnel, unless waived by the Department due to unforeseen circumstances (death, terminations, orresignation). As we have provided in this proposal, we will provide the Department with resumes andreferences of potential candidates for the replacement position. We acknowledge the Department has 10business days to review and then accept or reject a proposed replacement candidate. Within that timeframe, if the Department elects to meet with the proposed candidate, we will make the arrangements forthe candidate to be available to the Department in Des Moines.7.2.4 Job RotationRFP Section 5.2.8As the current Core MMIS contractor, Noridian, the prime contractor in Team Noridian, has extensiveexperience to ensure proper coverage for all operational areas. Cross training ensures all job functions canbe performed regardless of staff absence, resignation, or termination. Job rotation ensures that duringtimes of temporary increased staff needs in a certain area, staff can be allocated readily to that area toensure work requirements are met. As an example, Noridian's adjudication staff is assigned specific claimlocations to work on a daily basis, but each individual has been cross trained on all claim locations toassist with any absences. Cross training and job rotation expectations are documented within ouroperations procedures. We also have written operational procedures in a step-by-step process, whichensures consistency and accuracy in process completion.In addition to employee absence, opportunities for job rotation between different job responsibilities arisewith changes in work volume. To select staff to participate in job rotation, management will identify thoseemployees who are fully trained and have demonstrated these abilities:• Exceed expectations on monthly performance reviews• Work well with others• Show adaptability• Work with minimal direct supervision• Quickly grasp new concepts• Manage workloadJob rotation may involve a short-term assignment of a day or two, or it may involve performing therequirements of more than one position on a routine basis. Employee performance during a job rotationwill be closely monitored by the supervisor for that function to ensure the employee is a good match forthe job rotation.As evidence of our understanding of the value of cross-training and job rotation, Scott Hruska, the currentIME Core MMIS account manager and our proposed account manager for the MMIS and Core MMISoperations contract, has already taken steps to make job rotation and cross-training part of Core MMISoperations. The program he instituted within IME mailroom, claims, and systems has increased the depthof skilled resources, improved efficiencies, and removed the vulnerability of a lack of knowledgeableresources for specialized tasks.7 | 13