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Enterprise Invoice Management/Enterprise Service Management EIM/ESM FY11 Provider Orientation [Supplement to the Welcom PowerPoint Presentation
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Enterprise Invoice Management/Enterprise Service Management EIM/ESM FY11 Provider Orientation [Supplement to the Welcome Package] Table of Contents EIM/ESM Overview Project Context What is EIM/ESM Benefits of EIM/ESM FY11 Provider Implementation - What to Expect Key Implementation Roles

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Enterprise Invoice Management/Enterprise Service Management

EIM/ESM FY11 Provider Orientation

[Supplement to the Welcome Package]

table of contents
Table of Contents
  • EIM/ESM Overview
    • Project Context
    • What is EIM/ESM
    • Benefits of EIM/ESM
  • FY11 Provider Implementation - What to Expect
    • Key Implementation Roles
    • Key Implementation Steps
  • How EIM/ESM is Secured
    • Security Overview
    • Organization Management Form
    • User Request Form (URF)
    • Manage Locations
    • Centralized -vs- Decentralized Billing
  • Customer Service Information
project context
Project Context

A major EOHHS policy priority centers on strengthening the Purchase of Service system. Our policy priorities are focused on achieving three major goals:

Quality. Align purchasing strategies with a vision for a quality and outcome-driven service delivery system

Efficiency. Reduce unnecessary administrative duplication for providers and purchasing agencies

Best Value. Establish efficient, rational pricing, reporting & payment practices that control program spending and maximize non-state revenue

EOHHS is delivering new technology and new organizational capabilities to achieve these goals.

what is eim esm



Virtual Gateway Service

  • Enterprise Invoice Management (EIM)
  • Single point of management for invoicing and contracting activity between EOHHS agencies and POS providers
  • Provides a fast and efficient way for providers to submit services for payment
  • Integrates invoicing and payment across EOHHS agencies
  • Provides a central repository of information on all POS expenditures and service delivery
  • Enterprise Service Management (ESM)
  • Simplifies client enrollment and referral
  • Uniform collection of demographic information and Client Assessment
  • Provides on-line, client-based enrollment
  • Enhances referral throughout continuum of care

Benefits of EIM/ESM

Several DPH, DMR and DMH providers began using EIM/ESM during FY07 with five additional agencies coming on board through FY10. When fully deployed, EIM/ESM will support approximately 10,000 users and process invoices totaling over $2 billion each year. The benefits of EIM are being realized by Agency and Provider users every day.

  • Key Benefits to EIM/ESM Users
  • Expedites payment
  • Provides real-time payment processing
  • Offers access to up-to-date financial data
  • Improves financial management
  • Enables detailed reporting
  • Serves as a single point of entry for providers regardless of agency
  • Agency Feedback Received:
  • Removes administrative burden
  • Makes provider data more visible
  • Results in greater accuracy
  • Reduces errors, thereby reducing agency workload
  • Provider Feedback Received:
  • System is straightforward and simple to use
  • Billing process is faster
  • Implementation support was excellent
  • Training was very helpful
  • The EIM/ESM team is actively working to improve technical and business issues identified in the feedback process
fy11 provider implementation what to expect
FY11 Provider Implementation – What to Expect

On-boarding begins 2-3 months prior to “Go-Live” and includes a series of readiness activities. A proven methodology guides the entire process. Shown is a typical timeline for deployments that target a provider beginning to use EIM/ESM at the start of the new fiscal year. Timelines may be compressed depending upon unique implementation considerations.

Key Communications from the Deployment Team to Providers:

  • Welcome Package: Contains information on forms to be completed
  • Training Invitation: Instructions for users to complete required eLearning courses and register for instructor led training sessions (where required) or workshops
  • Go-Live Confirmation: Contains detailed Go Live information, including important dates and a “Day One Guide”

Deployment Team Review Forms







Assesses provider readiness and email Go Live Confirmation



Support calls


Provider Bills for July in EIM/ESM




Completes Forms


Completes Training


due from Provider

*Reflects current estimated timeframe; subject to change

key implementation roles
Serves as the primary EIM/ESM contact for the provider

Becomes familiar with the provider’s business: organizational structure, users, contracts

Assists in the form completion process

Provides assistance via workshops, conference calls, WebEx sessions and/or appointments

Reviews forms

Understands the nature and timing of the provider’s contracts that are going live

Provides ongoing support before, during, and after go-live (for Deployment related activities)

Evaluates whether a provider is prepared for go-live

Serves as the single point of contact for EIM/ESM at the provider with whom the Deployment Team Member communicates

Achieves a basic understanding of the EIM/ESM application and its impact on the organization

Distributes all EIM/ESM related communications within their organization (EIM/ESM Users, management, or other relevant organization contacts)

Commits to project deadlines and timely form submission

Serves as or designates a Subject Matter Expert for EIM/ESM at the provider

Ensures staff completes all required training

Key Implementation Roles

The provider implementation methodology requires each provider to commit resources critical to the program’s success. The key provider resource is the Point of Contact (POC) whom you’ve appointed as your organization’s representative for this project. In turn, EOHHS will assign you a dedicated VG contact, a member of the Deployment Team, to assist you throughout your implementation.

EIM/ESM POC at the Provider

Deployment Team

key implementation steps for the poc
Key Implementation Steps for the POC

*Reflects current estimated timeframe; subject to change

how eim esm is secured
How EIM/ESM is Secured
  • EIM/ESM is a web-based service that can be accessed from anywhere
    • EIM/ESM contains sensitive client data
    • Special steps have to be taken to ensure that the data stored within it is electronically secure and accessible only to those who are authorized to have such access
    • This is done via a combination of Organization Management, Security Roles, and Data Accessrules

Guiding Principle:

EIM/ESM is secured to ensure that users can perform their job function without limitation while appropriately protecting sensitive client information

security overview
Security Overview
  • Organizations in EIM/ESM can be divided into sub-organizations
    • For example, a provider organization can have multiple facilities or sites where services are delivered.
  • Security Roles control what the user can and cannot doin EIM/ESM
    • The system has a predefined set of roles that provides access to specific business functions of the system. A user is associated only with the roles relevant to his or her job function.
    • For example, the “CR Reviewer” security role allows an individual to review invoices in the system but not to create or edit them. The user must be assigned a (CR, UR, AR Billing) role to be able to create and edit invoices.
  • Data Access rules control what the user can and cannot see in EIM/ESM
    • The data access rules that are predefined in the EIM/ESM system consider the user’s organizational relationship to control what data records a user has access to see.
    • For example, data access rules will ensure that a “CR Reviewer” can review invoices for his/her organization or sub-organization, but cannot view invoices for other provider organizations.

Organization Management Form

User Request Form

Based on these components, the Organization Management Form and User Request Form will determine the specific security design for your organization.


Organization Management Form

Organization Management in EIM/ESM refers to how an entity is structured

  • For providers, it usually represents the hierarchical relationship between the parent entity (e.g. headquarters) and the various departments and sites
  • Organizations not affiliated with EIM/ESM users (IT, Human Resources etc.) will not have to be captured in the Organization Management Form
  • An organization should be documented if it meets at least one of the following criteria:
    • EIM/ESM will be accessed there
    • Clients are enrolled there
    • Clients receive services there (excluding personal homes of clients)

The Organization Management Form will be completed in preparation for the first time a provider goes live with the EIM/ESM service. However, the form should be completed comprehensively, i.e., it should reflect the entire provider organization as it pertains to all Purchase of Service EOHHS contracts


Organization Management Form (continued)

To complete the Organization Management form:*

  • Document the structure of the organization. Identify a “parent” organization and all of its sub-organizations using as many tiers as needed.
    • A sub-organization has a direct relationship (i.e. it is owned and operated) to a parent organization
    • An organization should be documented if it meets at least one of the following criteria:
      • EIM/ESM will be accessed there
      • Clients are enrolled there
      • Clients receive services there (excluding personal homes of clients)
  • Document your Affiliates
    • Affiliates will include organizations which may deliver services, enroll clients, or perform billing on your behalf, but are not owned and operated by the parent organization

In this Org-structure example, ABC Provider Inc., in addition to its service delivery sites, has decided to create orgs for their programs in order to separate data access. As a result, HIV/AIDS program staff will not be able to see Mental Health program information and vice versa.

*Please refer to the Welcome Package for further instructions.


User Request Form

“Security” in EIM/ESM refers to how access to various aspects of system functionality is controlled for the users affiliated with a particular organization

To complete the URF(s):

  • Complete the Organization Management Form*
  • Refer to the “Contract Go Live Schedule” to review the list of contracts scheduled to Go Live for your organization in FY11
  • Determine which organizations on your Organization Management Form will have at least one individual accessing EIM/ESM to support the contracts going live
    • Document that name of the organization as it appears on the Organization Management Form on the URF.
  • Identify staff associated with each site as users
    • Only include staff who will be directly accessing and using EIM/ESM
    • If a staff person works at multiple sites, they have to be included on the URF for each of those sites, or be included on the URF of a parent site.
  • Assign roles to users on the URF that are specific to their business function.
user request form continued
User Request Form (continued)

In this example the provider will submit 1 URF listing all users for each ORG identified. Individuals listed for “ABC HIV/AIDS Program” will only see their relevant information. Individuals with parent-level access can see all information.

URF roles, determine what a user can do in the system, i.e. what “hat” they wear. For example, only CR Authorizer will have an “Invoice Authorize” button on the screen.

If no one will be accessing EIM/ESM you do not need to list that ORG on the URF.

eim esm manage locations role
EIM/ESM Manage Locations Role

We have developed an optional enhancement to EIM that will aid providers with more efficient data entry when adding attendance to SDRs. 

  • It also allows users the ability to sort and/or filter SDRs by location and allow for more efficient data entry.
  • The provider can specify whether billing will be completed centrally, i.e., at the parent level (note: thisfunctionality is “optional” if your organization is using a centralizedbilling model), or in a decentralized manner at the site level (note: this functionality is “required” if your organization is using a decentralized billing model (please see chart on next slide) .
  • Participating Organizations include orgs where the system will be accessed and information for that particular contract will be seen.
  • Participating orgs can be listed under multiple contracts.
  • Participating orgs can have “Billing” and/or “Enrolling” access per contract.

Since the beginning of the Fiscal Year is an extremely busy time for providers, this functionality can be used anytime during the Fiscal Year, if you choose to utilize.

what you need to do next
What You Need To Do Next
  • Identify EIM contracts
  • Identify locations that need to be added/modified to your ORG structure
    • Complete the Organization Management Form & send to Virtual Gateway Deployment (
  • Determine who will be responsible for this work at your Organization:
    • Participating ORGs/Assign Locations for Enrollments
    • Billing: URF > Adding/Modifying Staff Access
    • Complete URF forms > Send to Virtual Gateway Deployment (
    • Anyone requesting the Manage Locations role will need to complete the all required EIM/ESM training before role will be released.
customer service information
Customer Service Information
  • General questions regarding EIM/ESM training
  • Questions regarding completing forms, agreements, or deployment dates:
  • General questions regarding EIM/ESM, login issues, or accessing the Virtual Gateway:

Virtual Gateway Customer Service (Help Desk)

    • 1-800-421-0938
    • TTY 1-617-988-3301
    • Fax 1-617-988-3119