36C77619R0003-019.docx

ATTACHMENT 18

E-mail Distribution Duties

E-mail Assigner:

1. Assigning all duplicates, PVR’s, name change requests, MyHealtheVet, etc. received from Outlook, Forum, and Remedy (Note: The email assigner is not responsible in reviewing for RJCs, MPI Exceptions, TK exceptions, etc. In addition, there is no 45 minute cutoff for assigning requests before the end of the Tour of Duty. The assigners will review the rotation to determine who is next in line to accept an assignment. The assigner works very hard to avoid assigning requests towards the end of each individual’s tour. But that is not usually possible depending on the volume of requests received on a daily basis. There are only a few staff members that work beyond the normal close of business of 4:30. Remember those late shift staff members may have multiple requests assigned to them at one time due to this time frame and they are continuing to be assigned requests after the earlier shift has left for the day. They usually do not get to process all their assigned requests and have to pick them back up the next day. Email assigners will watch the calendar closely in regards to any scheduled leave the next day to try to avoid assigning requests that may sit for a day or two before someone could work them).

2. Respond to CE/Identity Theft investigation requests

3. Monitor Remedy tickets

4. If a request is received for Identity Management (MPI) Test Plan for HeV Applications, the email assigner will respond to the requester, add Colleen Tribby and Carrie Chin to the recipient line and advise the requester that the inquiry is being referred to Colleen and Carrie for assistance.

5. If a request is received from HEC:

· The email assigner will respond to the HEC POC that HC IdM will review the requests and provide updates via the weekly update message we plan to send each Thursday.

· The email assigner will copy the information from the new request onto the spreadsheet on the share drive and notate in the appropriate column the date it was received for each case. Be sure to use black font for the new requests as they are added.

· The email assigner will also forward the incoming message to the internal mail group if there are any attachments with information for data changes such as name changes, gender changes, etc. so everyone has access to the necessary documents when they are assigned a case from the spreadsheet.

6. If MVI connectivity/performance issues are noticed:

· Each individual experiencing MPI/TK problems such as slowness, sessions dropping, etc. should log a Remedy ticket to report the problem.

1. Alert SMEs to contact development and confirm problems.

1. Once issues are confirmed the SME will send the below message with the Subject “MVI Service Impacted DATE” to the following mail groups: VHA CBO Program Application Specialists - PAS;VHA CIO MPI/PD ADMIN POC; VHA Enrollment Coordinators; VHA 10P2A MyHealtheVet; FHCC Lovell AOD; VHA CBO VTS RC Group; VHA HEC EED Management, VHAMADAOD&EnrollmentCoordinators@va.gov and cc Beth Franchi and Sara Temlitz. Bcc: VHA 10P2 OIA Internal HC IdM.

**Note: If the SMEs are unavailable due to meetings please interrupt the meeting by contacting Mike or Shelley via blackberry. In case of SMEs being unavailable the E-mail assigner will send the message instead of the SME. Do NOT forward the ANR for unscheduled outages.

HC IdM has been informed of an issue that negatively impacts communications to/from the Master Veteran Index (MVI). Please hold all support requests to HC IdM until you receive our notification that the issue has been resolved. We ask that you also notify all individuals at your site who may send requests for assistance to HC IdM, to please hold their requests as well. We will notify you when the system becomes stable.

Note: there are processes in place that may automatically link the records you are requesting support for once communications have successfully resumed. Prior to submitting your request, please take a moment and double check the records to ensure they still require manual intervention.

If messages are received from sites AFTER the above message is sent you do not have to reply back to the site. All MPI POCs should be included in the e-mail groups receiving the message.

When the issue is resolved and development has verified all messaging has cleared and they have ran the auto-link utility, the SME (or E-mail Assigner depending on availability of SME) will reply back to the message with:

The issue has been resolved. You may resume sending messages to the HC IdM Team at this time.

Thank you for your patience.

7. Monitor ANR Messages (Scheduled outages only) and notify the following mail groups: VHA CBO Program Application Specialists - PAS;VHA CIO MPI/PD ADMIN POC; VHA Enrollment Coordinators; VHA 10P2A MyHealtheVet; FHCC Lovell AOD; VHA CBO VTS RC Group; VHA HEC EED Management, VHAMADAOD&EnrollmentCoordinators@va.gov and cc Beth Franchi and Sara Temlitz. Bcc: VHA 10P2 OIA Internal HC IdM. Record any downtime that affected the team’s ability to perform its duties on the HC IdM Metric Totals spreadsheet.

NOTE : if the MPI is unavailable, this impacts patient care. Make sure the following statement of impact is included in the ANR. If it is not, include it when you forward the ANR.

While MPI is offline, new patients will not be assigned a National Integration Control Number nor facility locations updated for where a patient has received health care. For new patients to a medical center, MPI unavailability prevents VistA, CPRS Remote Data Views, and VistaWeb from retrieving existing patient data from other VA facilities, Department of Defense (DoD), Nationwide Health Information Exchange (NwHIN) partners, etc. It also prevents Health Data Repository drug/drug and drug/allergy national checks for new patients or new patients to a VAMC. Home TeleHealth is unable to register new patients. My HealtheVet is unable to register new patients on the MPI Cache Database.

It is not necessary for our team to forward outage notices for VIE. Per email from Danny Reed on 5/11/2012, “VIE only impacts our consumers that receive updates from us via VIE. I believe that the only consumers we still have using VIE is a few of the Hometelehealth vendors.”

*Metrics Note

· The email assigner keeps a tally of both the regular e-mail requests and PVR’s sent to each assignee and add those to the spreadsheets titled “Monthly Email Totals” and “HC IdM Detailed Metrics” located in the Metrics Folder on the Shared drive.

· The email assigner will be responsible for completing the column for # Pending (48 hrs) Urgent Email Requests on the “HC IdM Detailed Metrics” spreadsheet.

· Add a zero to any columns which have no numbers to report to show the item has been reported.

· The email assigner is responsible for recording any downtime involving MPI, TK, ESR, SHARE, Outlook, power outages, etc. that affected the team’s ability to perform its duties on the “HC IdM Metric Totals” spreadsheet. Note: This downtime may not be the same as the listed ANR downtime. Weekend downtime should be recorded by the assigner who forwards the ANR. Use military time format for the Time Period by adding 12 hrs to times that are after noon. For example: 9:00AM would be 09:00 CST; 12:00PM would be 12:00 CST; 1:00PM would be 13:00 CST.

Updated: 5/24/2013 (Carol Turner)