Part 4 - Iowa Medicaid Enterprise

RFP MED-12-001 | Technical ProposalIowa Medicaid Enterprise System Service Procurement | MMIS and Core MMIS Operationsstrengthen performance. Additional training, mentoring, and coaching are used to improveemployee performance.Managers conduct monthly one-on-one meetings with each employee to discuss performancerequirements and measured results. These meetings provide an excellent tool for communicationbetween management and the employee. Information from these meetings is recorded and incorporatedinto each employee’s annual performance appraisal. Managers are responsible to communicate allperformance issues impacting overall performance requirements to the account manager. Appropriateaction is taken when necessary.Noridian has subcontractor management policies in place which are used to manage and monitor the workof any subcontractors assigned to a project. On this contract, the Noridian account manager will beresponsible for the performance of our subcontractor throughout all phases of the contract. The accountmanager uses verbal and written performance information gathered from Noridian managers and theQuality Monitoring and Control unit to evaluate and assess subcontractor performance. The Noridiansubcontractor management process requires that subcontractor performance and work is monitored andevaluated regularly to ensure they are meeting Noridian’s expectations in order to allow Team Noridian tomeet or exceed customer expectations. This is accomplished through monthly performance reports, aswell as periodic subcontractor reviews. Noridian monitors the subcontractor performance documented inthe contract by conducting periodic status reviews with the managers who are responsible for managingthe day-to-day project progress.The account manager, working with the other members of the PMO, documents compliance against thecontractual commitments. If contractual commitments are not being met, the account manager will initiatethe necessary corrective action. All subcontractor employees are subject to the same quality performanceand timeliness expectations as Noridian staff members and when non-compliant, the subcontractororganization is subject to the same monetary penalties as Noridian.7.3.1.4 Knowledge TransferKnowledge transfer is a critical component of our overall contract management and quality assuranceactivities. Team Noridian's training philosophy focuses on ensuring every employee has the knowledgeand tools needed to do their job in a fashion that meets or exceeds performance requirements and provideseach employee with job satisfaction. Team Noridian's knowledge transfer program will focus on the useof training materials and methods that are consistent, comprehensive, and flexible. We will ensureknowledge transfer programs incorporate retraining modules, assessment, and evaluation methods,feedback to employees, and reporting mechanisms to the Department for their review. Repetition invarious presentation modes and testing for knowledge acquired, help confirm staff are becoming fullycapable and knowledgeable to perform their job functions.For job-specific knowledge transfer, we use a variety of methods and tools including operationalprocedures, manuals, visual aids, computer-based training using a learning management system (LMS),hands-on training, and role-playing to ensure lessons are successfully communicated and comprehended.The training specialist, assisted by designated business analysts or other staff who are subject matter expertsin their defined area, conduct actual job-specific training. The training specialist is also responsible for thedevelopment of knowledge transfer materials and may be assisted by subject matter experts. We follow aconsistent five-step process for the development and delivery of staff training which includes:• Assessing knowledge transfer needs using an established template• Preparing the trainers and knowledge transfer materials• Delivering the training• Evaluating and updating the knowledge transfer for continuous process improvement• Obtaining client approval for the knowledge transfer7 | 21