Briefing: UBO Helpdesk

1. Briefing: UBO Helpdesk Date: 24 March 2010 Time: 1510 – 1600

2. Objectives • Discuss the various helpdesk resources available • Review scope of support provided by each helpdesk resource • Provide contact information • Identify available information resources

3. Support Resources • Helpdesk resources • Service UBO managers • UBO Helpdesk • UBO Helpdesk phone line • MHS Helpdesk • VPOC Helpdesk • Information resources • UBO Web site • Pharmacy Price Estimator • Cosmetic Surgery Estimator

4. MHS Helpdesk – Support Provided • Questions concerning MHS systems and applications: • Report not running • Fields not populating • TPOCS • CHCS • DEERS • Communications • Other standard MHS systems

5. UBO Helpdesk – Scope • UBO Sponsored Estimators • Cosmetic Surgery Estimator • Pharmacy Pricing Estimator • Rate Questions • Is there a rate for this procedure? • Is there a rate for this provider class? • Which table has the rate for this procedure? • TPCP Metrics Reporting System (DD 2570) • Standard Insurance Table and Other Health Insurance • Policy and Compliance • MHS Tier 3 Helpdesk Tickets

6. MHS Helpdesk – Contact Information • mhsremedy@timpo.osd.mil • 800-600-9332 (CONUS) • 210-767-5250 (Direct) • 866-637-8725 (OCONUS)

7. MHS Routing of Trouble Tickets • MHS_TPOCS_T1 • Any reported TPOCS system problem Trouble Tickets are logged in and a “Problem Number” is assigned for tracking • MHS_TPOCS_T2 • Any reported TPOCS system problem not resolved by MHS_TPOCS_T1 • MHS_BOC_T3 • DB warning/error messages displayed to the user • Nightly data feeds from CHCS/ADM not being received and/or loaded into the system • Hardware warning messages/failure • Security/IAVA issues • Server not loaded with the current code and/or rate table release • Server not loaded with the current release of the client application • Server not loaded with the current database upgrades • Server backup • Printing/Print Server • MHS_TPOCS_T3 • Application screens • Data contained in application reports • Application warning messages displayed to the user • eBilling • Load error report • MHS_UBO_T3 • Content of code & rate tables • Mapping of codes to the rate tables • Billing policy • SIT/OHI repointing issues Source: Shawn Delph, Apptis, Sr Principal Business Systems Analyst, (703) 674-5307

8. TMA UBO Helpdesk User Contacts the UBO Helpdesk directly through e-mail (ubo.helpdesk@altarum.org) or through the UBO Helpdesk Phone Number (703) 575-5385 UBO Contract Support Team Member responds directly to the User (most responses w/in 48 hours) Call/e-mail is routed to appropriate UBO Contract Support Team Member for research and response Response is documented in the “Altarum UBO Trouble Ticket Response Folder” and if issue is resolved, the ticket is considered “closed” If necessary, the issue is elevated to the TMA UBO Program Office for review and response

9. OCFO UBO Web Site

10. OCFO UBO Web Site • Serve as the key, corporate-level source for sharing policy, business process, and other functional information needed to support DoD UBO business operations • Policy Documents • Business Rules • Rate Tables • Training Presentations • Newsletters • Reference Documents • System Information • Relevant Links

11. UBO Web Site • UBO Web site is available to all UBO staff with Internet access • Office of the Chief Financial Officer (OCFO) site • http://www.tricare.mil/ocfo/mcfs/ubo/index.cfm • Backup site for large files, MS Access files, etc. • https://my.altarum.org/sites/ubo/default.aspx

12. Major Areas of the OCFO UBO Web Site • Patient Categories/PATCAT Tables • Standard Insurance Table/Other Health Insurance • Systems • Annual Conferences • Learning Center • UBO Homepage • About the UBO • Billing • HIPAA • Performance Measurements • Policy Guidance • MHS Rates • National Provider Identifier (NPI) • Newsletters

13. UBO Home Page • Upcoming teleconferences • Upcoming conferences • Latest newsletter • Frequently Asked Questions • Selected reference documents • Important links

14. Key Links on the UBO Site • UBU • TPOCS • CHCS • MHS Helpdesk • MEPRS Portal • CHCS Field Services • Data Quality • DoD Forms

15. About the UBO • Mission • Definitions for the three UBO Programs • Third Party Collections Program • Medical Services Account • Medical Affirmative Claims

16. Billing Billing documents and guidance • MSA • MAC • TPCP • E-billing • Links to billing forms

17. HIPAA • HIPAA information resources • Training presentations • Guidance documents • Reference documents • Links to related resource sites

18. Performance Measurements • Key Performance Indicators • Metrics • Performance Measurement Goals FY 2010 TPC Collections Goals

19. Policy Guidance • Policy letters • User Guide (formerly Functional Business Rules for Itemized Billing) • UBO Manual

20. MHS Rates • Ambulance • Anesthesia • UBO CHAMPUS Maximum Allowable Charge (CMAC) • Cosmetic Surgery • Dental • Durable Medical Equipment • International Military Education and Training (IMET)/Inter-Agency Rate (IAR) • Immunization • Inpatient Adjusted Standardized Amount (ASA) • MAC • Overseas Billing • Pharmacy

21. Access to UBO CMAC Zipped Files • OCFO limits the file formats that can be posted on the OCFO UBO Web site • CMAC files are available in a zipped format from an alternate UBO site. CMAC files can be found in the Shared Documents folder. All users may access the alternate site by entering the username and password information on the following slide when prompted • Backup site for large files, Microsoft Access files, etc. • https://my.altarum.org/sites/ubo/default.aspx (Continued)

22. Access to UBO CMAC Zipped Files • For Users Running Windows XP: • username: mi-sharepoint\ubo user • password: ubo_2008 • For Users Running Windows 2000 and Windows 98: • Username: ubo user\aa-sharepoint • Password: ubo_2008 • To access the alternate site click here! The CMAC files are available under the Shared Documents folder • Please note: These files are very large and will take a few minutes to download

23. Newsletters • Oct – Dec 2009 UBO Newsletter Contents: • Billing Offices Again Smash TPC Record in FY 2009 • 2010 UBO/UBU Conference • Outpatient MAC Rates Published • ASA Effective, but ICD-9s Delayed • Pharmacy Rate Table Update • Refining Cosmetic Surgery Estimates for Abdominoplastics • Preparing for CSE v6 • Tips to Maintain Connectivity with DEERS • Remember to Safeguard Protected Health Information • Exciting Changes to the UBO Learning Center

24. Standard Insurance Table/Other Health Insurance • SIT/OHI table clean-up update • Entering and updating SIT/OHI information • Placeholder SCR update • Contact VPOC information

25. Systems • CHCS notes • TPOCS documents • Future systems • System Change Request (SCR) form

26. Annual Conference • OCFO regulations prohibit the posting of documents that could be used to build a list of names for any UBO function • Therefore, we have removed the names on all the annual conference presentations from the OCFO Web site

27. Learning Center Selections from Available Presentations: • Billing for APV Institutional Fees under the Medical Services Account Program • 2009 ASAs for Direct Care Inpatient Billing • MAC Enhancement • SIT/OHI Clean up Activities • 2009 Outpatient Itemized Billing Update • Cosmetic Surgery Estimator • TPC Metrics Reporting System Introduction • Provider Specialty Code Table Update • ICD-9 and CPT Updates • Pharmacy January 2010 Rate Update • VA/DoD Resource Sharing Inpatient Services Billing Rates

28. Submitting System Change Requests • Make sure you define the problem • Prepare the MHS SCR form • Discuss your recommended SCR with your Service Manager first

29. Summary • Various helpdesk resources available • Scope of support provided by each helpdesk resource • Contact information • Available information resources

30. UBO Web Site TMA UBO Web site http://tricare.osd.mil/ocfo/mcfs/ubo/index.cfm

31. Helpdesk TMA/UBO Helpdesk Functional Support UBO.helpdesk@altarum.org 703-575-5385