Journey
Situation
Awareness
Action
Conclusion
Time
PRM
Liz starts her day by waking at 6am and taking her dog for a walk.
She listens to her favorite podcast during her walk.
She makes breakfast when they get home, and catches up on news and social media interests while she eats.
After getting ready for the day, she goes into her home office by 8am.
Liz first checks email for any communications from her supervisor, team, or offices she supports.
There are a couple items of low priority, including an incoming flu clinic initiative at one of her locations.
She then opens the Optum Provider Portal to see current clinic measures progress and any messages that came in overnight.
She has a few messages from her clinics.
Dr. Laura Tsunade is wanting to make sure her RAF scores are where they need to be and is requesting YEA forms for her whole patient panel.
Liz types 'Tsunade' into the search bar at the top of the portal.
As she types, recommendations appear matching each letter she types (after the 3rd character is entered). Liz ignores this and after entering'Tsunade' hits the 'Enter' key on her keyboard.
She is taken to a Results page that lists any doctors matching her search text.
There are 3 Dr. Tsunades returned in the Results list.
Each doctor listing shows the doctor's name, region, office name and address, and a button to view their details.
Liz clicks on Dr. Laura Tsunade's name and is taken to her details page.
On the doctor details page there is a button to generate a list of all oustanding patient YEA / attestation forms for the doctor being viewed.
Liz clicks that button.
This results in a new page loading with the list of all of Dr. Laura Tsunade's outstanding patient YEA / attestation forms.
There are options to print the results (selected or all; separate pages for each patient), export an Excel spreadsheet, or share a link to the results through the portal secure message feature.
Liz selects to share the results.
A modal pops up with the current doctor's name (Dr. Laura Tsunade) prepopulated in the recipient field. She adds a subject and a note, then clicks 'Send'.
Dr. Laura Tsunade receives a new message in her secure messaging inbox in the portal, ready for her to click and view a list of all patients with outstanding YEA / attestations.
Dr. Tsunade can either share the list to her staff or print out forms for each patient (selected or all) for her staff to contact for scheduling.
After completing each patient visit, Dr. Tsunade goes into the portal to complete the attestation.
Team
Supervisor sent out weekly update last night. A teammate asking for how to acces a piece of information.
Consider sending a job aid showing doctors / clinical staff how to complete task on their own.
Clinic
Dr. Tsunade checks in with Liz every couple months to see where they're at with RAF scores.
Contextual Details
Office Girls podcast
Facebook, Instagram, AP news app
HP laptop, 22" external monitor, printer, desk, so-so chair (no lumbar support)
Upon opening her laptop, Outlook icon is bouncing showing 12 new emails, Teams activity feed shows 6 items.
They've conducted 2 other flu clinics at other locations in the past couple months.
3 new messages in the notification bubble, quick glance at offices with low completion of measures (she set preferences to show these at the top).
PiP currently has messaging capability with notification of new messages.
What all will we plan to personalize?
Secure Messaging users have to opt in for using it and receiving messages through it.
Need to create list of use cases for messaging (product team).
Need to be legally compliant in sharing patient information.
May be patient consent considerations - patient consent on form, has to be scanned into record.
She has trained Dr. Tsunade's office 3 times on howe to find these scores, but she keeps asking Liz for help.
V: Another project showed DOB with name to help narrow.
Once this is in CD, we can pull more information into Search; doctor name & patient name support
Option to complete the task in Message modal. Capture the event in Salesforce.
Frontstage
Portal Action
New message push notification through portal mobile app
Portal browser tab shows number of new messages (3)
Dashboard message says "Good morning, Liz"
Messages load instantaneously (preloaded in the background)
Type-ahead database query
Display search results
Display doctor-specific metrics and action options
Display patients with outstanding YEA / attestations
Prepare message to be sent
Alert to message response from Liz
Office / team communication
Capability
News & Alerts
Alerts & Notifications
Patient panel
Registration & Authorization
Alerts & Notificiations
Access DC
KEY USER VALUE DRIVER
See if this capability lives in Link (provider level, not patient)
Access DC
KEY USER VALUE DRIVER
DC
Outlook
No existing capability (saving a view)
Alerts & Notifications
Technology
Mobile phone, podcast app, portal app
Mobile phone, social apps, Gmail
Outlook
Authentication, User Profile Link
What database ties PRM to doctors?
Using OHID through Link
Looking at process for identity confirmation
Need to confirm session management, time-out details, keep active sessions between portals
Use HCP Connect to manage across portals; consider enterprise security policy on timeout
User permissions managed through OHID
Integration in from DC
IDX?
TIN providing access to certain user records
Link uses org structure to manage connections
Clarify lines of what portal owns and what other systems dictate
What are the rules and where are they stored? User profile?
Needs to happen centrally
Doctor panel assigned to Liz, contract status (credentialling), office information (IDX)
Active directory lookup
Restricted to assigned site / clinic
Feed from HCP to Coz…, stored in DW; IDX drives the process (research scalability across CDOs)
Contact info, TIN, contracts, NPIs, credentials, specialties, LOBs, contract status / type / timeline, licenses, DC, Coz…
Doctor information, contract status, office information, patient panel summary, measures summary, outstanding referrals status, capitation summary, contact info, TIN, contract status / type / timeline, NPIs, credentials, specialties, LOBs, licenses
Member records, measures summary, print capability, export to Excel capability, generate link to results capability
Doctor information, attach link (or Excel)
DC allows the user to download the PDF and the user can use Outlook to share with anyone needed
Secure messaging, notifications, Patient panel, measures, print capability, export to Excel capability, generate link to results capability
Secure messaging notifications
Backstage
Actions
Check for new messages and send notifications
Auto-pull summary information for dashboard before 7am local time so it loads quickly
Display metrics for membership (by network, PRM, vendor, MediCal / population / senior), reveal attrition and growth insights
System already knows which providers are in PRMs clinic panel
Check for informaiton updates, status / standing
Check for information updates, status / standing, compile summary detail, generate visualization / charts
Pull appropriate patient list into table view, show status / info for each
Auto-fill form fields, generate URL, confimr status of doctor, retrieve address of doctor
Check for new messages and send notifications
Technology
Members coming in and out is in DW; can show this as well as distribution by demographic, group, plan
Metric for perfomance is in Coz…; conversations needed for getting real-time data, not week-old
DC can complete attestations
Support Process
Log messages, flag urgent messages and alert Ops center, create Salesforece event
Calculate members lost since last view
Log updated information back to full-practice standings
Show available options, hide unavailable options
Log files generated, update all corresponding instances of same data to match across portal
Auto-log event completion in Salesforce
Log message read, alert sender of read status
