2010-2013

Will Probeck’s VA HAC Desk Procedures Examples

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

TDB Communications Desk Procedures Contract with VA HAC

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

Desk Procedure Objectives

Approved Word Doc Word Doc designed in RoboHelp

Before & After Content

First design in 6 months Complete redesign of same DPs

Redesign of HCR DPs

EEV Page Designs

Before

After

Check Your Knowledge in Captivate

Example of Graphical Navigation

Customer Service Center Designs

Interactive Phone Instructions

Table Layout for ease of use

More CSC Page Designs

Graphical Navigation Interactive self guided “How to Use DPs”

CSC Continued……

Original Tech Writer Graphic Graphic redesigned for RH10

NNPO Sample Graphics

Original Visio Graphic Graphic Redesigned

NNPO Sample Graphics

Timely Filing created in Visio Redesigned for clearer understanding

NNPO Sample Graphics ….

Page Samples

Department of Program Integrity (DPI)

NNPO Page Designs

NNPO Page Designs

Captivate Movie