D.28 Initial Training.docx

STVHCS Six-Week Medical Support Assistants National On-Board Training

Purpose: Each staff member involved in the scheduling of outpatient appointments, use of Electronic Wait List (EWL), and Recall Reminder (RR) and the individual’s supervisor must successfully complete training. Schedulers must complete soft skills training within 120 calendar days of the date they have access to scheduling menu options. Facilities may defer training to a time when they have a minimum of 5 or more staff in attendance.

Course Overview: Through prerequisites, pre-work, and in-class activities, this training will enable participants to complete the following objectives:

1. Identify duties and responsibilities of the MSA at the facility.

a. Interpret & generate scheduling reports, i.e. EARR, OARR to capture workload

b. Demonstrate the release of information (ROI) Process

c. Inform Veterans of Beneficiary Travel benefits and options

d. Monitor secure messages utilizing My Health-E-Vet

2. Apply customer service skills to manage disruptive behavior and enhance Veteran Experience.

a. Apply customer service skills when communicating with Veterans

b. Manage Disruptive behavior

c. Demonstrate telephone etiquette

3. Apply scheduling directive (VHA directive 1230) for outpatient scheduling processes and procedures.

a. Manage patient appointments in VISTA

b. Describe check in/check out process

c. Perform procedures to reconcile and obtain Clinically Indicated Date (CID) //Preferred Date (PD)

d. Manage unscheduled/walk-in appointments

e. Manage cancellations (patient, clinic, reschedule, no-show)

f. Correct scheduling errors

4. Complete pre-registration tasks and update patient demographics.

5. Add and remove patients on Electronic Wait List (EWL) in accordance with local and national policies.

6. Monitor recall in accordance with local and national policies and directives.

7. Manage consults in accordance with national policies.

8. Explain “Veterans choice” options in accordance with national policies

a. Determine patient eligibility for Veterans choice program

b. Compare VCL and EWL

9. Apply eligibility for scheduling VA medical services.

a. Identify actions for patient flags, means test, copays, etc.

10. Update patient profiles with insurance information utilizing respective systems

11. Monitor patient appointment queuing using VetLink.

Target Audience: You will be delivering training to onboard and newly hired Medical Support Assistants (MSA) assigned to multiple service lines that perform scheduling duties.

Training Milestone: The following timeline is based on the planned date for the MSA Trainer to deliver the training to the MSA. The number of weeks represent how many weeks before the training the actions should be completed.

4 or More Weeks

· Complete Train-the-trainer Learning activities

· Attend an orientation session for the training materials

· Reserve a training room

· Send the Training Awareness email to participants 3 Week

· Configure local TMS offering

· Prepare and review material 2 Weeks

· Continue to prepare and review material

· Send the Training Reminder email

· Arrange for material printing per local Standard Operating Procedure (SOP) 1 Week

· Ensure all materials are printed and organized

· Visit the classroom to ensure everything is in good working order

· Finalize any customization of the instructor materials

· Continue to prepare and review material Week of Training

· Complete applicable preparation items from the Preparedness Checklist

· Confirm all registered attendees have completed the pre-test and send the Pre-Test email to those who have not During Training

· Take attendance

· Have student’s complete post-test and survey prior to departure After Training

· Coordinate and discuss ongoing learning opportunities

D.28 36C25721R0043 Classroom Instruction: Utilizing the MSA National Training Slide PowerPoint Presentation, Local Guidelines, and Policies. Once completed the Instructor will have the student do a hands-on portion with the trainer in a controlled environment which will include scenario-based learning and pulling actual workload report in live VISTA/VSE concerning all the National training above. Once considered proficient in each step the student will be taken to a unit for unit observation.

WEEK 1

WEEK 2

WEEK 3

WEEK 4

Position Specific Training: Will consist of observing unit front desk tasks and activities. The Trainee will have the opportunity to rotate through inpatient, outpatient, and enrollment sections. The student will track and complete workload to include scheduling face-to-face and telephone patient appointments. The Trainee will also have an assigned Trainer monitoring their activities and available to provider further guidance on request.

Inpatient training: This is a review of the Inpatient Training Standard Operating Procedures. This training is variable depending on the Trainee grasp of information as well as the Trainer observation of completed tasks.

TOPIC

PATIENT CARE SUPPORT/GENERAL INFO

COMMUNICATIONS (VISTA, CPRS, PHONE, CODES, ROSTERS)

STATISTICS (MORNING REPORT, G&L)

HOSPITAL SERVICES

BEGINNING OF SHIFT DUTIES

BMS

ADMITTING A PATIENT/WARD ADMISSION PROCEDURES

PATIENT PRIVACY

CPRS ORDERS/VISTA IMAGING

TRANSFERS

DISCHARGES

NEW PCP CONSULTS/LAB ENTRY

PRINTER SET UP

VISTA/VATAS (PRINT LABELS)

ICB

FORMS

IN-PATIENT ADMISSION PROCESS TRAINING MANUAL

RAPID RESPONDER NET

EMPLOYEE HANDBOOK

Enrollment & Eligibility This training is variable depending on the Trainee grasp of information as well as the Trainer observation of completed tasks. The Eligibility and Enrollments Training will include PowerPoint Presentations and Talent Management System Training Courses.

Post-Work: Upon completion of the course, the MSA Trainer should complete the following tasks:

· Review final assignments

· Review evaluation responses and pre-test/post-test results

· Document lessons learned

Appendix A: Medical Support Assistant (MSA) Training Reference Sheet

This document provides links to policies and materials related to MSA activities. Click the links below for more detailed information regarding these MSA Training topics.

http://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=3230

· FAQ

http://vaww.va.gov/CBO/cbo/docs/trvlbrochjul12.asp http://vaww.va.gov/hec/bt/btfaq.asp

Appendix B: Communication Templates

In the following templates, replace the placeholder brackets with the information for your site or the recipient. Refer to the Training Milestone Timeline for guidance on when to send these communications.

As you are able, link the text to the most current versions of the varied materials listed.

Training Awareness Email Dear [insert Participant or Supervisor Name], As an important part of our ongoing effort to improve the efficiency and effectiveness of our Department, I will be hosting MSA Onboarding/Orientation training. I am, [insert your name], your trainer, and I am looking forward to your employee’s participation as we complete the course together.

Our class will be held [insert Weekday, Month, Year] at [insert 00:00 am/pm] in [insert training room location].

To participate, MSAs should have completed the new employee orientation and have access to all pertinent systems:

[List of access required here] I will be reaching out closer to the training date with more information.

Regards, [Insert Instructor’s Signature block] Training Reminder Email Dear [insert Participant or Supervisor Name], I am writing today to remind you about our MSA Onboarding / Orientation training that will take place [insert Weekday, Month, Year] at [insert 00:00am/pm] in [insert training room location].

Please ensure you register for the course in TMS and complete the pre-test.

The course can be accessed in TMS using the Course # [insert course number and deep link].

I look forward to seeing you in class!

Regards, [Insert Instructor’s Signature block] Pre-Test Reminder Email Dear [Participant Name], I am writing today to remind you to complete the pre-test in TMS for our upcoming MSA Onboarding/Orientation training.

The course can be accessed in TMS using the Course # [insert course number and deep link].

I look forward to seeing you in class!

Regards, [Insert Instructor’s Signature block]

Appendix C: Evaluation Tools Survey Part 1: Indicate your level of agreement with the following statements with an (x) in the respective box of your answer.

Part 2: Please provide written comments in response to the following.

What was the most effective part of this course?

What are your suggestions, if any, for changes that would improve this course?

Given all that you learned as a result of this course, what do you consider to be most important?

Please note any additional comments or suggestions.