Part 4 - Iowa Medicaid Enterprise

RFP MED-12-001 | Technical ProposalIowa Medicaid Enterprise System Service Procurement | MMIS and Core MMIS Operationsdevices. Once training materials are developed, they are reviewed for standards such as consistency inmessage and format. After internal review has been conducted, training materials are submitted to theDepartment for review and approval.The unit trainer will determine the appropriate training environment (classroom, personal computer (PC)stations for call monitoring, WebEx to support remote Department users or providers, etc.), identify anyadditional resources (speakers, SMEs, etc.), secure appropriate software applications/access to thesystems knowledge transfer environments for the trainees, and prepare their training tools and thedocumentation to be provided to the trainees.3. Deliver Knowledge Transfer. We utilize a just-in-time training approach, meaning training will bedelivered as close as possible to the UAT, ORT, and new MMIS go-live dates to ensure the highestdegree of direct application from the classroom to functional work environments. Team Noridian hasfound this approach to be most effective, for staff and providers, in ensuring comprehension and retentionof the training material.4. Review Evaluations and Update Knowledge Transfer Material. Training specialist rely heavily ontrainee feedback to gauge the effectiveness of training, and to identify where improvements are needed.We ask trainees to evaluate the course, materials, and the trainer’s abilities. We utilize the followingmethods to evaluate the success of our training efforts:• Training evaluation assessing trainee satisfaction provided through Brainshark• Post-training assessments, or quizzes, provided via interactive knowledge transfer sessions• Proficiency testing assessed through measurement of staff performance5. Department Approval on Updated Knowledge Transfer. Department approval will be solicited byTeam Noridian on proposed updates to training materials as required by the RFP. Once approval isreceived, training staff will incorporate approved changes and post updated training materials to theProject Portal and make corresponding updates to online tutorials housed in the Brainshark LMS.8.3.2.4.5 Provider Knowledge Transfer Documentation and MaterialsRFP Section 6.3.2.4.5Team Noridian’s training approach will ensure training is completed to cover new or modified policies,new program regulations, new equipment, and new system procedures which occur as a result of changesto the system. We will schedule this training on a quarterly basis, at a minimum, but will maintain thenecessary flexibility to ensure training is timely and occurs prior to implementation of new changes.Our training approach includes regular collaboration with the Department and quality analysts (QAs) andtrainers from each IME unit to identify areas where increased training is needed. Training specialists willconduct periodic audits in collaboration with the Department and the IME units of training courses tooffer their feedback for improvements. In addition, during start-up and implementation they will monitorUAT and ORT, and during operations will monitor day-to-day operations and identify areas where staffor provider refresher training may be needed, or suggest topics for which advanced or specialized trainingshould be developed. The benefit of these actions is to enhance staff productivity and accuracy whichsupports increased customer satisfaction. In turn, these activities reduce provider errors in claim billingand submission, and to prevent and eliminate staff processing errors. This analysis will be the foundationfor development of specific instruction and supplemental documentation such as Frequently AskedQuestions (FAQs) targeted for specific IME units and provider types.Brainshark enables the use of multimedia, making it possible for anyone, unencumbered by time, cost ortechnical barriers, to produce powerful knowledge transfer sessions. This tool allows training specialiststo develop materials with only basic tools, like PowerPoint, an internet connection and a phone, to addtheir voice to static content and create high-impact, video presentations that can be accessed anytime,online or on a mobile device. Brainshark video presentations provide a high impact, low cost means of8 | 166