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Will's VA Desk Procedures Examples


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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.

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Will's VA Desk Procedures Examples

  1. 1. Will Probeck’s 2010-2013
  2. 2. TDB Communications Desk Procedures Contract with VA HAC  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
  3. 3. Desk Procedure Objectives  RoboHelp, started with V7 and working in V10  Find information in RH within 4 clicks & 30 secs 2 clicks & 15 secs now!  F2F User Test DPs for over 250 claims processors, dept leads & supervisors  Training for internal/external users
  4. 4. Before & After Content Approved Word Doc Word Doc designed in RoboHelp
  5. 5. Redesign of HCR DPs First design in 6 months Complete redesign of same DPs
  6. 6. EEV Page Designs B e f o r e A f t e r
  7. 7. Customer Service Center Designs Check Your Knowledge in Captivate Example of Graphical Navigation
  8. 8. More CSC Page Designs Interactive Phone Instructions Table Layout for ease of use
  9. 9. CSC Continued…… Graphical Navigation Interactive self guided “How to Use DPs”
  10. 10. NNPO Sample Graphics Original Tech Writer Graphic Graphic redesigned for RH10
  11. 11. NNPO Sample Graphics Original Visio Graphic Graphic Redesigned
  12. 12. NNPO Sample Graphics …. Timely Filing created in Visio Redesigned for clearer understanding
  13. 13. Department of Program Integrity (DPI) Page Samples
  14. 14. NNPO Page Designs
  15. 15. NNPO Page Designs