Tips and Trouble Shooting for Completing ProviderOne Security

1. Tips and Trouble Shootingfor CompletingProviderOne Security Webinar Readiness Series September 29, 2009 – October 29, 2009

2. Meeting Summary • Webinar Purpose • Provide information and guidance to complete the process of establishing security (setting up users) in ProviderOne • Provide tips to avoid common pitfalls in the security administration process • Recommended Attendees • All providers who have not yet completed security administration in ProviderOne October 2009

3. Agenda • Overview of ProviderOne • Overview of Security • Information and Tips to Successfully Set up Security • Support and Resource Links • Questions & Answers October 2009

4. Overview of ProviderOne October 2009

5. What is ProviderOne? ProviderOne is the new DSHS provider payment system ProviderOne will replace the current Medicaid Management Information System (MMIS) and the Social Services Payment System (SSPS) ProviderOne is a large undertaking that will be implemented in phases Overall goal is to support continuous services for clients and uninterrupted payments to providers October 2009

6. Phased Implementation Schedule • Phase 1: Replaces Current MMIS • Pharmacy Claims – Front-end Point of Sale (POS) system implemented October 20, 2008 with current MMIS on the backend • Medical and Nursing Home Claims – The next possible go-live date is January 10, 2010. This will include pharmacy claims • Phase 2: Replaces Current SSPS and some manual payments • Implemented over 2.5 years after Phase 1 October 2009

7. Significant Activities To Date • User Acceptance Testing (UAT) by state staff from July 2008 – March 2009 • Executed 5,000+ test cases with multiple iterations or nearly 20,000 total tests • Pre-production (pilot) test with providers June – August 2009 • 6,000+ claims processed with senior state staff comparing results with legacy MMIS • Demonstrated that claims adjudication works well – biggest challenge was completing EDI testing • Announced final go-live date this summer • Experienced spike in provider contacts resulting in a backlog of calls October 2009

8. Lessons Learned • Need improved provider communication and instructions to ensure continuity of payments • Readiness webinars one of several strategies to augment communications • Five (5) webinar topics to help transition to ProviderOne • 30 different webinar sessions to choose from 9/29 to10/29 – see listserv announcement (http://hrsa.dshs.wa.gov/providerone/ScheduledWebinars.htm) • System training webinars geared to using ProviderOne after go live • Addresss how to bill, how to verify client eligibility, how to download remittance advice (RA), etc. (http://hrsa.dshs.wa.gov/providerone/SystemTraining.htm) October 2009

9. Readiness Webinars - Summary October 2009

10. 6 Steps to Provider Readiness

11. Administering Security October 2009

12. Administering Security • Why is this important? • A username, password and appropriate profile is required for all provider users who will access ProviderOne via the web to: • Verify client eligibility and view the new ProviderOne client ID • Submit claims or check claim status • Complete registration and maintain your provider file • Access your Remittance Advice (RA) – RAs will only be available electronically once ProviderOne is operational • All organizations can set up security directly in ProviderOne • One option for setting up your initial users is to use the security spreadsheet (see slide 20). Instructions to complete the spreadsheet are at: http://hrsa.dshs.wa.gov/providerone/documentation/Security/Instructions%20for%20Security%20Spreadsheet.pdf October 2009

13. Important Terms • User – Each individual person who will logon and use the ProviderOne system. • Profile – Refers to the level of access a user has within ProviderOne. The profile controls what the user can see and do in ProviderOne. When the user logs into ProviderOne they will select the user profile assigned to them, based on what they want to do during that session. One user may have several profiles assigned to them. The provider system administrator assigns the profiles. • Domain – A domain is a logical set of users grouped for the purpose of managing business for that NPI. Each domain should have an administrator who maintains the access rights of the users assigned to that domain. October 2009

14. Steps to Administer Security Option 1: • Obtain initial logon credentials • Logon to ProviderOne • Create new user accounts Option 2: • Obtain initial logon credentials • Download security spreadsheet and instructions • Complete security spreadsheet • Email completed security spreadsheet to ProviderOne Security: provideronesecurity@dshs.wa.gov October 2009

15. Security Spreadsheet http://hrsa.dshs.wa.gov/providerone/documentation/Security/Instructions%20for%20Security%20Spreadsheet.pdf (Link to spreadsheet instructions.) October 2009

16. Get your initial logon credentials from DSHS • Before you can logon to ProviderOne to administer security, the security administrator needs an initial logon • You can get your logon credentials by accessing the ProviderOne Security Credentials at:https://fortress.wa.gov/dshs/npicaphrsa • To access the site you will need: • Your existing DSHS 7-digit Medicaid Number • Your Tax Identification Number • Tips for success: • Record the domain name and username information and keep in a secure place • Wait for your password to be sent to the email address you provide • If unable to get credentials, send Tax ID, NPI and MMIS ID to:provideronesecurity@dshs.wa.gov October 2009

17. Logon to ProviderOne • Link to ProviderOne: https://www.waproviderone.org • Logon using: • Your provider Domain Name • The username and password of your initial Domain System Administrator account • Click “Login” • Tips for success: • If your password doesn’t work, email the domain name and user ID to provideronesecurity@dshs.wa.gov • When you change your password, write down the new password and keep it in a secure place. Discard the original password. October 2009

18. Assign Profiles • Initially, you need to set up only two profiles which can be assigned to one or more individuals • Profile System Administrator – Allows the user access to change passwords and maintain users on their ProviderOne domain. • Provider File Maintenance – Allows the user to complete the second readiness step, Provider Registration, and manage provider file changes long-term. • Once you have set up these two profiles, you can begin the ProviderOne registration process. • Continue with other users and profiles depending on your business needs. • Tips for success: • Record the domain, username and password information and keep in a secure place. • Assign the Provider System Administrator Profile to more than one person, in the event one is not available when needed. • Discontinue using your temporary account because it will eventually expire. October 2009

19. User Profiles October 2009

20. User Profiles (cont.) October 2009

21. User Profiles (cont.) October 2009

22. Valuable Resource During the Security Webinars we’ve received many questions related to how you assign security profiles. A very valuable resource for you in both the security and registration processes is the Registration and Security Administration manual. The manual walks you through both processes. The manual is available at: http://hrsa.dshs.wa.gov/providerone/documentation/Registration/PRR%20Desktop%20Reference%20guide.pdf Security Administration begins on page 119 Assigning profiles begins on page 138. October 2009

23. The 5 most common problems faced in setting up security 1. Problem: You pick up your temporary credentials (domain name, username, password) and stop at that point; you believe you have completed the security and registration process. What to do: Picking up your temporary credentials (domain, username, password) is only the first step in the security and registration process. Once you complete this first step in the security process, you need to log on to ProviderOne and complete the remaining security and registration readiness tasks. http://hrsa.dshs.wa.gov/providerone/providers.htm October 2009

24. The 5 Most Common Problems (cont.) 2) Problem: You use a temporary account and password to begin or complete registration, without first creating a new permanent account for the system administrator. Your temporary account / password will expire 10/31/09. Failing to create a new account for the system administrator before that date will result in you not being able to access your provider file in ProviderOne after 10/31/09. What to do: • Create an account to be used by the system administrator • Assign this account the EXT Provider System Administrator & the EXT File Maintenance profiles • Do not rename or reuse the temporary account Also be aware that new user accounts require the password to be updated TWICE. A password is first required to create the account. • After approving the account, you will need to change the user password again • As the new user logs in the first time using the password you assigned, the user is required to change their password one more time October 2009

25. The 5 Most Common Problems (cont.) 3) Problem: You have two or more profiles. You think you should be able to access all business functions available to any of those profiles regardless of which profile you are logged in under, as if the profiles are interchangeable. What to do: Each type of profile is allowed access to specific areas of information in the provider file. Having access to information or a particular area while using one profile does NOT mean you can access the same information or area while using a different profile. You can only access information allowed under a specific profile when you are logged in under that profile. October 2009

26. The 5 Most Common Problems (cont.) 4) Problem: You have the EXT Provider System Administrator profile assigned to you, so you believe this allows you access to everything in the ProviderOne system. What to do: Having the EXT Provider System Administrator profile assigned to you only allows you to administer security for this provider (establish users for ProviderOne). It does not give you access to everything in the system. October 2009

27. The 5 Most Common Problems (cont.) 5) Problem: You believe you must wait for DSHS to approve the “In Review” items, such as new user accounts, so you do not continue with your security process while you wait for DSHS to approve the items. What to do: In the Security module, items listed in the “In Review” area are things that you, the provider or system administrator, need to approve yourself during the security process. DSHS does not approve those items. Providers manage security within their organizations, not DSHS. October 2009

28. Tips for Success • Passwords must: • Be at least 8 characters long • Contain at least one letter • Contain at least one number • Contain at least one of the following special characters: , . ! @ # $ % ^ & * ( ) _ + - < > • If you are locked out of the ProviderOne system, send an email to provideronesecurity@dshs.wa.gov Include in the subject line “Locked Out,” with your ProviderOne ID and NPI October 2009

29. Important Links October 2009

30. Getting Support • Telephone and e-mail support system implemented to address questions – 1-800-562-3022, option 2, 4, then press: • 1 for security questions and login issues, or provideronesecurity@dshs.wa.gov • 2 for changes to NPI or Tax ID number or registration questions if you do not submit electronic batches, providerenrollment@dshs.wa.gov • 3 for HIPAA set-up questions (SFTP site, missing/bad 997 file, etc.) • 4 for HIPAA testing questions or hipaa-help@dshs.wa.gov • For registration questions (only if you’re an electronic batch submitter), email providerrelations@dshs.wa.gov • Stay on the line for general questions or providerone@dshs.wa.gov • Email is the preferred method to request support, with the specific problem noted in the subject line, such as “locked out.” This allows support staff to identify the problem at a glance and respond more quickly. October 2009

31. More Information Sources • Visit ProviderOne internet: http://hrsa.dshs.wa.gov/providerone/providers.htm • Newsletters • Fact Sheets • Q&A • Training Resources • Security and Registration instructions and resources • Join the e-mail distribution list for ProviderOne Countdown Newsletter & updates • http://listserv.wa.gov/archives/providerone_provider_readiness.html • E-mail questions directly to: • providerone@dshs.wa.gov • Call toll-free telephone line (1-800-562-3022) • Select “2,” then option “4” (see previous slide for prompt options) October 2009

32. Questions?http://hrsa.dshs.wa.gov/providerone/providers.htm October 2009