Part 4 - Iowa Medicaid Enterprise

RFP MED-12-001 | Technical ProposalIowa Medicaid Enterprise System Service Procurement | MMIS and Core MMIS OperationsIME Components and ResponsibilitiesTraining• New MMIS reference file updates• Configuration of new rules to support changes in policy• Use of new MMIS for claims and correspondence retrieval and inquiryFigure 8-90. Customized Knowledge Transfer. Team Noridian will customize the training curricula toeach business unitTeam Noridian will identify required areas of training early, so the Department and each of the IMEcontractors can focus on specific systems and process impacting each area; therefore, training recipientsare not overwhelmed with subject matter not pertaining to their business functions. Curricula will bedeveloped for each business unit, made up of courses breaking knowledge transfer subjects into smaller,easily learned, pieces. The courses included in the curriculum for each area will be tailored to specific jobfunctions. Staff will be enrolled to receive training and given appropriate security access to trainingmaterials, through our LMS, based on their job functions. This approach not only prepares enrollees forsuccess by assuring they are given training relevant to their respective areas, but also supports securitypolicies controlling minimum access practices confirming only staff with a "need to know" are providedaccess to training material.Team Noridian will develop a knowledge transfer curriculum for delivery to the provider community aswell. The development of these materials and the corresponding knowledge transfer activities will coincidewith our proposed early roll-out of provider management functionality. The first courses developed in theprovider training curriculum will focus on the use of the Web portal for initiating provider enrollment and toperform updates to provider information. This early roll-out will allow the Department, provider servicesstaff, and Iowa Medicaid providers to interact with the new system for limited functionality early in theproject, developing an understanding of core system capabilities and while decreasing the scope of trainingactivities conducted in a "big bang" approach prior to full system implementation.Our knowledge transfer activities will focus on the capabilities of the new MMIS, and also on the useof the Brainshark content creation, content management and LMS. Team Noridian will train theprovider services contractor on this user-friendly online tool for delivery and tracking of training tothe provider community.Deployment of training sessions will coincide with the release of system functionality to assure a just intime training approach. We have found delivery of training in proximity to the start of use of the systemmaximizes knowledge retention and allow trainees opportunity for practical application of knowledgelearned. We will conduct knowledge transfer sessions for designated training and testing staff in eachIME unit prior to UAT and ORT. Team Noridian's business analysts, testers, training specialists, andtechnical documentation specialists will collaboratively develop training materials and knowledge transfercurricula targeted to each business area. Using the applicable curriculum, the IME units will be trained ontesting protocols, use of existing test cases, development of new test cases, and logging of test results.Our training approach for provider services and member services staff who support call centers, includesquizzes on common call types. This approach allows staff to prepare during knowledge transfer sessionsfor how they'll respond to calls. During the early stages of implemenation, Team Noridian staff willmonitor calls to offer feedback on the use of the new MMIS in response to provider and memberinquiries. Customer satisfaction is measured by the ability of staff to answer inquiries efficiently andaccurately; to achieve this goal, staff must have documentation that is well organized and tailoredappropriately to the scope of their daily tasks. We will update training materials and systemdocumentation as a result of call monitoring and other feedback to assure content is provided in sufficientdetail and appropriately customized to the types of questions most often received.8 | 160