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Department of Veterans Affairs, Employee Education System

and

Office of Veteran Access to Care (10NG)

Present

MSA National Refresher Training Program

TMS ID: TRACE Code: 17.BO.MA.SP.MSANATREF2.A.A

Program Start: January 30, 2017 Program End: March 31, 2017

PlaceLocal face to face scheduled offerings will be added by local TMS administrators.

In accordance with the Department of Veterans Affairs Financial Policies/Procedures and Congressional Reporting Requirements, employees will submit their final expense vouchers for reimbursement of temporary duty (TDY) expenses into the travel system Concur Government Edition (CGE), within 5 business days after travel. In accordance with this regulation, late submission/approval of final expense vouchers will be subject to reminder protocol including follow up emails from the Data Management and Reporting Team

Purpose StatementThe purpose of this training is to provide updated regulatory guidance and business process changes based on the recently published VHA Scheduling Directive 1230.

Target AudienceOnboard Medical Support Assistants who have been identified as having outpatient clinic scheduling responsibilities.

Outcome/Objectives

At the conclusion of this educational program, learners will be able to:1. Identify duties and responsibilities of the MSA at the facility.

a. Interpret & generate scheduling reports, i.e. EARR, OARR to capture workloadb. Demonstrate the release of information (ROI) Process

To learn more about EES and its programs, products and services, visit vaww.ees.lrn.va.gov (VA Intranet) or call the EES Customer Service Center at 1-877-EES-1331 or [email protected]

EES Master Brochure Template 7.2 Updated September 1, 2016 of 8

mailto:[email protected]

http://vaww.ees.lrn.va.gov/

c. Inform Veterans of Beneficiary Travel benefits and optionsd. 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 Veteransb. Manage Disruptive behaviorc. 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 processc. Perform procedures to reconcile and obtain Clinically Indicated Date (CID)

//Preferred Date (PD)d. Manage unscheduled/walk-in appointmentse. 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 systems11. Monitor patient appointment queuing using VetLink.

Registration/Participation in the Activity Procedure

1. Length of course: 19.52. Review EES Program Brochure3. Attend and participate in 100% of program activity4. Complete Program Evaluation no later than 4/30/2017.

Instructions for Completing Registration in TMSRegistration: It is essential that you use the course link and follow the instructions below to register for MSA Refresher training in TMS by 3/31/2017.

REGISTRATION LINK

Instructions for Registration: 1. If you have not registered for the course:

a. Control-Click on the Item Link above.b. Log in to TMS.





c. On the right side of the page there are 3 buttons: “Add to Learning Plan”, “Start Course” and “Register Now”.

2. Select the “Register Now” button.

(NOTE: If you select “Add to Learning Plan” option, this will add the training to your To-Do List, but it does not register you for the training. You will then need to Register Now and register.)

3. After clicking on the “Register Now” button, the date, time and location for the scheduled offering will appear.

4. Select this program by clicking on the “Register Now” button to the right of the offering.5. On the next page, you will click on the “Confirm” button on the upper right side of the

page. This will register you and add the training to your To-Do List/No Due Date and you will receive an enrollment email confirmation from TMS.

6. It is not necessary to register in TMS for any enduring material—registration is only required for a live activity. To access an enduring material course, please navigate to the course and click “Start Course”

Instructions for Registration Verification

1. Log in to TMS.2. If you have not registered for the course, you will need to do so.3. Once you have registered for the course find it on your To-Do List4. Hover over the title and click Start Course or Continue Course button.5. Look for the link titled “Confirm Attendance”.6. Before clicking on this link, be sure you have completed all links before “Confirm

Attendance”.7. Click on Confirm Attendance and answer the question – Yes or No.8. Click “OK”9. Click “Return to Online Content Structure.”10. You have now verified your registration for this course, and should see a green check

mark and completion date next to the “Confirm Attendance”

Instructions for Completing Evaluation in TMS to Access Accredited CertificatePlease note: Program evaluations must be completed within 30 days of the conclusion of the program in order to receive a program certificate

After the program is over, you must complete the self-certification in TMS. If you did not register for the program, the TMS administrator will reconcile the registration list and mark you complete. You must still complete the evaluation before you can receive your certificate.

1. Log in to TMS2. Locate the course on your To Do List3. For Enduring Material: Click on Continue Course4. For Enduring Material: Be sure you have completed all the objects5. For Enduring Material: Click on the Self-Certification and self-certify





6. Locate the pending evaluation on your To-Do List in the Due Later section, under course title.

7. Click on “Start Course Survey”.8. Complete evaluation content and click “Submit”.9. Click “Return to Online Content Structure.”10. Follow the below instructions to access your accreditation certificate.

Designation of Continuing Education

Statement of ParticipationA certificate of completion will be awarded to participants and accreditation records will be on file at the Employee Education System. In order to receive a certificate of completion from EES, you must register in the TMS, attend 100% of the program and complete the evaluation as directed, and then: go into your Completed Work, hover over the title, and choose View Details to print your accredited certificate. For ACPE accreditation, participants must provide their Birthdates (month and date) and their NABP e-Profile ID numbers in their Personal Profiles in TMS.

Report of TrainingIt is the program participant’s responsibility to ensure that this training is documented in the appropriate location according to his/her locally prescribed process.

Program ScheduleDay 1

8:00 – 11:0011:00-11:3011:30 – 12:0012:00 – 12:3012:30 – 1:001:00 – 1:301:30-3:003:00 – 4:00

M1. Customer Service and Soft SkillsM2a.VHA Directive 1230 UpdatesM2b.VHA Directive 1230 – VISTALunchM3.Cancellations & No ShowsM4. Correct Scheduling ErrorsM5. RTC OrdersM6. EWL

Local MSA Trainer

Day 2:





8:00 – 9:30

9:30 – 11:0011:00 – 12:0012:00-12:3012:30 – 2:002:00 – 3:30

M7. Patient Centered Scheduling (Recall) M8.ConsultsM9. Pre-RegistrationLunchM10. Community Care (Choice)M11. Insurance Capture Buffer (ICB) and Verification

Local MSA Trainer

Day 3:

8:00 – 9:009:00 – 10:0010:00 – 10:30

10:30 – 11:0011:00 – 12:00

12:00-12:30

M12.VetLinkM13. Eligibility & EnrollmentM14. Veteran Administrative Services (Travel, Decedent Affairs, Release of Information)M15. MSA Reports/WorkloadM16. My Health e Vet (Secure Messaging)Closing, Post-Test & Evaluation

Local MSA Trainer

Faculty and Planning Committee Listing* Denote planning committee member+ Denotes faculty

* Baker, Linette L. , MPAAssociate DirectorWG Hefner VAMCSalisbury, NC

*Barton, DawnProject ManagerEESNorth Little Rock, AR

* De Silva, NatashaVACO Access and OPT ServicesOVAC (10NG)Washington, DC

*Faulkner, Mark P.Program Application Specialist / CBOC TrainerRichmond VAMCDenver, CO

*Goenaga, RichardMSA TrainerOrlando VAMC

*Hill, DesireeSupervisory Program SpecialistGLAHS





Orlando, FL Los Angeles, CA

* Larkins, Sue Contract Support Booz Allen HamiltonWashington, DC

* Liezert, TimothyMedical Center DirectorOrlando VAMCOrlando, FL

*Pietzuch, MelissaProgram Application SpecialistVHACINCincinnati, OH

*Powers, MiaAO MedicalVHACINCincinnati, OH

*Price, DeborahContract SupportEVOKENorfolk, VA

*Pridgen, JoshuaAssistant DirectorEastern Colorado Healthcare SystemDenver, CO

*Rogers, DianaWorkforce Management and ConsultingHTM 10A2A4Oklahoma City, OK

*Schuster, BarbaraVACO Access & OPT ServicesOVAC (10NG)Salem, VA

*Shea, CourtneyProgram Application SpecialistGPM, Chillicothe VAMCChillicothe, OH

*Smith, Dawn M.Health Systems SpecialistOVAC (10NG)Orlando, VA

*Spillman, Tyler D., MPASystems Improvement AnalystOSSI-WG Hefner VAMCSalisbury, NC

*Stafford, James E.Supervisory Med Support AssistantECHDenver, CO

*Wachter, CamilleNOP- GPMNorthport VAMCNorthport, NY

*Waltari, StevenMAS ADPACBoise VAMCBoise, ID

*Wild, LisaManager VSCCanandaigua VAMCCanandaigua, NY





EES Program Staff for Trace Code: 17.BO.MA.VACAA.MSATTWEB1.A

Barton, DawnProject ManagerEmail: [email protected] Little Rock, AR

Janice McDanielEducation [email protected] Little Rock, AR

Deadline DateThis program will no longer be authorized for continuing education credit after: 3/31/2017. Information on participation may be obtained from Dawn Barton, Project Manager, Employee Education System, 2200 Fort Roots Drive, Bldg. 11, North Little Rock, AR 72114-1709, phone: 501-257-4224, or e-mail: [email protected].

Please register by 8:00 am EST on 3/31/2017. Information on participation may be obtained from [email protected], Project Manager 2200 Fort Roots Drive, Bldg. 11, North Little Rock, AR 72114-1706, phone: 501-257-4224, or e-mail: [email protected].

Cancellation PolicyThose individuals who have been accepted to attend and need to cancel: log into TMS, hover over the registered title and withdraw themselves at least two weeks prior to the program.

Accessibility Statement: (Reasonable Accommodation)The U.S. Department of Veterans Affairs (Employee Education System) is committed to providing equal access to this meeting (or event) for all participants. If you need alternative formats or services because of a disability, please contact Dawn Barton, Project Manager, Employee Education System, 2200 Fort Roots Drive, Bldg.11, North Little Rock, AR 72114-1706, phone: 501-257-4224, or e-mail: [email protected]. with your request by close of business 11/25/2016.

Disclosure StatementThe VA Employee Education System (EES) must ensure balance, independence, objectivity, and scientific rigor in all of its individually sponsored or jointly EES sponsored educational activities. All prospective faculty and planning committee members participating in an EES activity must disclose any relevant financial interest or other relationship with: (a) the manufacturer(s) of any commercial product(s) and / or provider(s) of commercial services discussed in an educational presentation, and (b) any commercial supporters of the activity. Relevant financial interest or other relationship includes, but is not limited to, such things as personal receipt of grants or research support, employee or consultant status, stockholder,






member of speakers’ bureau, within the prior 12 months. EES is responsible for collecting such information from prospective planners and faculty, evaluating the disclosed information to determine if a conflict of interest is present and, if a conflict of interest is present, to resolve such conflict. Information regarding such disclosures and the resolution of the conflicts for planners and faculty shall be provided to activity participants. When an unlabeled use of a commercial product or an investigational use not yet approved by the FDA for any purpose is discussed during an educational activity, EES shall require the speaker to disclose that the product is not labeled for the use under discussion or that the product is still investigational.The faculty and planning committee members reported that they had no relevant financial relationships with commercial entities in any amount that occurred within the past 12 months that create a conflict of interest.

This activity includes no discussion of uses of FDA regulated drugs or medical devices which are experimental or off-label.

* The ACCME defines “relevant financial relationships” as financial relationships in any amount occurring within the past 12 months that creates a conflict of interest.





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