2021.12.17 EQRS EDI Touchpoint Status Meeting

This session will be recorded for the purpose of documenting the meeting minutes and action items. If there are any objections to the recording of this session, please make it known now. Absence of an objection to the meeting being recorded will count as consent to recording this meeting.

https://us06web.zoom.us/rec/share/KOTDPznr2XfvMawkFLRFvR1_TXdyqsCDUsmHVaA0ksoG4Y3w14p2zWSk4L3_Zfwt.mDf16LnECmXx-PQr Passcode: v3&+!U1H 

How do you reopen a closed ticket?

• • You cannot reopen a closed ticket.  You can only send another request asking for more information by creating a new ticket and reference the old case that was closed.
  • If the case is still in resolved state, you can reply to that resolved email 
  • You cannot go into the actual tickets that has already been closed and make any updates or provide new information
  • In the future, when the comment section is added, the user will be able to make a comment

If a ticket is closed and a new ticket is opened, is the submitter of the new ticket required to find the old (closed) ticket number and reference it in the new ticket in order to link the two tickets?

• • Yes, Resolved state is an intermediate safety net
  • Gives the submitter of the ticket a chance to review it
  • If there is no response back to the resolved ticket, it will be closed assuming it is resolved instead of going straight to a closed state
  • The Service Center will be able to also see past tickets so an agent can find the closed (old) ticket and link it to the new ticket
  • Recommendation to be able to link the old and new ticket automatically

NRAA has a support ticket system for their customers.  It is set up to go to the qnetsupport-esrd@hcqis.org then someone at QualityNet takes the ticket and puts it into the system.  Is that process still how it's going to work?

• • Per Scott - The CCSQ Support Central is jus showing the data that is in ServiceNow.  It provides the user a different way to interact with the system
  • The email address currently being used, qnetsupport-esrd@hcqis.org, can still be used; the phone number that is used today still exists and still available

Is there a way for the NRAA team to go into the "front door" (CCSQ Support Central) and query on all the tickets being worked on? NRAA does not know when tickets submitted by their customers are being worked on. They are kept out of the loop.

• • The status of the ticket entered by the NRAA customer will route back to the email address that is the point of contact on the ticket
  • Howard and Kelly will discuss offline on a way to be able to get access to the tickets; possibly submit the ticket under a single generic email address  

When the capability to add comments through the portal is added, If a person that's not the person who opened the ticket adds a comment, will that comment still come to the individual that submitted the original ticket or it can only be seen in portal?

• • When there are updates to a case, there is an email sent out; the emails are not going away 

Any timeline on the when the comments feature will be added?

• • Per Erin, planning to be done by the end of March, 2022

Recommend to be able to pull all of the tickets periodically that go into the ESRD program.  

• • Ability to look at the tickets as a community
  • Look for common themes, etc
  • Jay Vancil will need to look into this capability

When does the CCSQ Support Center portal go live?

• • It is live today

The CCSQ Support Central link has been added to the footer of the EQRS where the contact helpdesk link is. When you click on it, the CCSQ Support Central link will be available

Action Item follow up:

• The Identify Depressed Patients (IDP) questions and suggestions have been documented.  They are still being worked on by Lisa and leadership

DaVita

• Are there any release planned the EDIs may need to look out for?
  • Per Yvette, the team is working on a fix for an issue that was reported were the patients last name is actually "Null".  It was causing an issue.  If all goes well, the fix may be deployed into production Tuesday, 12/21
  • Per Michael, he does not have any plans for a release that would impact the EDIs in the way they submit something; XSDs, XMLS, they way they are stored or anything like that

FKC

• Thanks to Yvette for putting the vaccination examples on the confluence page
• The example provided for pneumococcal not received - the expectation was that it would reflect similar to how they report today; you would want to know which sub type of pneumococcal was not received.
• By the example, it seems to just be pneumococcal not received and there is an assumption that it was both of them
• Yvette will take a look at the example file again

DCI

• No updates at this time

NRAA

• Howard wanted to remind the group of the question he has regarding the percent complete for 2021. We are running up close to the closure quickly and looking at the NRAA numbers, there is concern in being able to get it all done
  • Per Scott, a workspace is drafted for that reporting on the public space.  Lisa is asking the NCC to provide reporting of the number of clinical submissions that are still remaining for both EDIs and independent facilities
  • Michael K. is still working on an error report

• The public EDI website (confluence page) has been redesigned for better organization and access to EDI documentation/information.  Link below:
  • Electronic Data Interface Submitters - EQRS Communications Hub - HCQIS Confluence (cms.gov)
• REMINDER: For any issues encountered, send an email to the help desk using the following email address:  qnetsupport-esrd@hcqis.org with URGENT in front of subject line for urgent matters
• CCSQ Support Central - https://cmsqualitysupport.servicenowservices.com/ccsq_support_central
• 12/24  and 12/31 meetings cancelled due to the holiday's; next scheduled meeting 1/7/22