will's va desk procedures examples
DESCRIPTION
During the past three years (2010 through 2013), I have served as the elearning Project Lead for the ambitious task of producing desk procedures in RoboHelp10 for users with complex job functions across the Health Administration Center of the Veterans Administration. The intent of the desk procedures and related training was to create usable, understandable, and easily accessible procedures for users whose daily functions involve medical claims processing, determining eligibility for non-VA purchased medical care, approving payment on claims, and determining payment amounts based on the authority governing the care provided.TRANSCRIPT
2010-2013
Will Probeck’s VA HAC Desk Procedures Examples
Initial contract started Nov 2010
1 Project Lead/elearning specialist, 1 eLearning specialist, 2 tech writers
Rewrite Word docs (20 major topics, 200 subtopics) into RoboHelp DPs within 6 months for Healthcare Reimbursement (HCR) division
HCR completed and new 1.5m contract awarded for 6 additional divisions
Customer Service Center (CSC) Department of Program Integrity (DPI) Eligibility, Enrollment & Verification (EEV) National Non-VA Medical Care Program Office (NNPO) Policy Management Dept: Appeals State Home Per Diem Program: (SHPD)
1 graphic artist/2 tech writers added
TDB Communications Desk Procedures Contract with VA HAC
RoboHelp, started with V7 and working in V10
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F2F User Test DPs for over 250 claims processors, dept leads & supervisors
Training for internal/external users
Desk Procedure Objectives
Approved Word Doc Word Doc designed in RoboHelp
Before & After Content
First design in 6 months Complete redesign of same DPs
Redesign of HCR DPs
EEV Page Designs
Before
After
Check Your Knowledge in Captivate
Example of Graphical Navigation
Customer Service Center Designs
Interactive Phone Instructions
Table Layout for ease of use
More CSC Page Designs
Graphical Navigation Interactive self guided “How to Use DPs”
CSC Continued……
Original Tech Writer Graphic Graphic redesigned for RH10
NNPO Sample Graphics
Original Visio Graphic Graphic Redesigned
NNPO Sample Graphics
Timely Filing created in Visio Redesigned for clearer understanding
NNPO Sample Graphics ….
Page Samples
Department of Program Integrity (DPI)
NNPO Page Designs
NNPO Page Designs
Captivate Movie
