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Will Probeck’s VA HAC Desk Procedures Examples

Will Probeck’s VA HAC Desk Procedures Examples. 2010-2013. TDB Communications Desk Procedures Contract with VA HAC. Initial contract started Nov 2010 1 Project Lead/ elearning specialist, 1 eLearning specialist, 2 tech writers

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Will Probeck’s VA HAC Desk Procedures Examples

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  1. Will Probeck’sVA HAC Desk Procedures Examples 2010-2013

  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. 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. Before & After Content Word Doc designed in RoboHelp Approved Word Doc

  5. Redesign of HCR DPs Complete redesign of same DPs First design in 6 months

  6. EEV Page Designs Before After

  7. Customer Service Center Designs Example of Graphical Navigation Check Your Knowledge in Captivate

  8. More CSC Page Designs Table Layout for ease of use Interactive Phone Instructions

  9. CSC Continued…… Interactive self guided “How to Use DPs” Graphical Navigation

  10. NNPO Sample Graphics Graphic redesigned for RH10 Original Tech Writer Graphic

  11. NNPO Sample Graphics Graphic Redesigned Original Visio Graphic

  12. NNPO Sample Graphics …. Redesigned for clearer understanding Timely Filing created in Visio

  13. Department of Program Integrity (DPI) Page Samples

  14. NNPO Page Designs

  15. NNPO Page Designs

  16. Captivate Movie

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