Support Day Topics 102 in PDF

E&S Onboarding 102

We will review

E&S Acronyms Jeopardy History of Banner’s Cerner

QAD Team Webpage Bookmarks

Objectives

CIC WIKI Verifying Privileges BIM

Access to Banner’s Network ServiceNow (SNOW)

Support Tools CCL

Jeopardy!

The History of Banner A Cerner is not a Cerner is not a Cerner...

The Quality Assurance Delivery (QAD) Team

•Ensures that items are tested and activated/released to meet the highest standards and least impact for our customers

Quality Assurance Delivery (QAD)

•Has oversight of all testing and activation events with IT Clinical Application projects

•Collaborates with business partners (NI/MI/ePMO/ Change Management) to guarantee results

Quality Assurance Delivery & CSA Collaboration

•Test Execution •Activation Support •Go Live Support

Webpage Bookmarks

• Most of the links used are saved to the Quick Links page of the CIC Wiki • In the left Navigation section of the wiki, locate and select Quick Links

Webpage Bookmarks

• You can also open, download & save the CSA Bookmarks file to import into your web browser

CIC WIKI

CIC WIKI • The CIC WIKI is a tool that is used as best practice to verify we have the most up-to-

date and accurate information • Logging on to the Main Page:

• http://sdwiki/cic/index.php/Main_Page

• Steps for logging in: Searching the CICWiki.pptx

Verifying Privileges

• This is a tool that is used to verify user privileges • Privileges are a set of rights that a user has in a computer system that we control for security purposes.

Banner Identity Management (BIM)

Used to: Verify user identity attributes (user demographics), entitlements (permissions), and application accounts (status)

• View the ‘ User Verification ’ page on the CIC Wiki

1. Launch BIM 2. Login with

BIM Continued

Network/LAN ID credentials

3.

Select ‘ Intelligenc e’ in the toolbar and then select ‘ Advanced Analytics ’

4. Enter the provider’s information available to you and select ‘ Run Search ’ • Ex of options:

• Last Name • First Name • Username (Lawson #) • LAN ID

5. From the Search Results, select the appropriate Username • Pro Tip: You can save your selections for ‘ Fields to Display ’ by selecting the dropdown for ‘ Result Options ’ and selecting ‘ Save Search ’ 6. On the Attributes tab, verify that you selected the correct provider • No TerminationDate, Inactive Status, or DisabledDate • If one of these is present, the provider is likely not privileged. Continue through the steps to complete verification • Verify the Position Family and Position Title match • Ex: Position Family has ‘Resident’ in it and Position Title also has ‘Resident’ in it

7. Select the ‘ Application Accounts ’ tab • Next to Morrisey , the Status should be ‘Active’ if the provider is privileged

• If Morrisey is not listed, contact the facility’s local Medical Staff Services (MSS) to verify privileges

8. Select Morrisey to view more information • The provider has privileges if: • The facility you are looking for is listed

as ‘ Active ’ with MSOW next to it • If the MSOW_Status is Active

*If you believe this is an error, contact the facility’s MSS office to double -check. Occasionally there may be delays in updating privileges into Morrisey

Remote Access to Banner Network

• Multi-Factor Authentication (MFA) is required to access Banner apps from any personal device or when users are not on the Banner Network • MFA is a widely used security standard that uses another identifier in addition to your username and password to validate your identity

Azure MFA

• Azure is the MFA used at Banner o Microsoft Authenticator is the app

• Locate the ‘ Azure MFA Self Enrollment Instructions ’ document on the CIC Wiki

• A tool that allows you to connect to the Banner Network from outside of a Banner location and only allows authorized connections ensuring a secure environment (i.e. HIPAA) • VPN Client used: Palo Alto Networks’ GlobalProtect o Installed on your Banner issued laptop o Can be installed on your personal laptop/PC/Mac

Virtual Private Network (VPN)

• VPN gives you full access to the Banner Network including the Intranet o While connected, you will have the same

restrictions to websites that you would at a Banner location

• Locate the ‘ VPN GlobalProtect Setup ’ document on the CIC Wiki

workspace.bannerhealth.com • The Banner Portal allows access to Banner’s network and applications as an alternative option to connecting to VPN (i.e. VPN is offline/not installed) o Does not allow Intranet access

Requirements to access: o Active LAN ID o Active Azure MFA

Banner Portal

o AZggCitrixCernerClinicians AD group o Citrix Receiver (Windows) or Citrix Workspace (Mac)

Break Time!

ServiceNow (SNOW)

• Add a profile picture

o Select the drop-down next to your name → Select ‘Profile’ o Under photo, you can upload a picture • Add favorites to your Homepage o In the menu, under ‘All Applications’ (file box icon), click the star next to the page or section you want to favorite • Rearrange & customize your favorites o Click the pencil icon at the bottom of the menu o While in Edit mode, click a favorite to: Rename, change the icon, & change the color o Drag & drop the favorite to put them in the sequence you want o Click the pencil icon when you’re done

SNOW Customization

• Caller is not always the Customer • Preferred contactmethod must be filled out o Preferred contact # is not always the same as the profile # • Location selection is very important! o Influences where the ticket is sent o Use the asterisk * to search keywords to find a location o Building, Floor, Room/Suite are important if someone needs to locate the customer onsite o Configuration item o Influences where the ticket is sent o Use the asterisk * to search key words (Do not hit enter; Wait for the search to load) o Check the Wiki! ▪ Overview for any topic includes the configuration item • PC Name will auto-populate if there is one on profile for the customer

Fill Out an Incident (INC)

• Impact – The effect an incident has on operations • Urgency – The extent to which the incident’s resolution can bear delay • Priority – Based on Impact & Urgency according to Priority Matrix • No service/user impact

Fill Out an INC Continued

Incident Priority Matrix

Response & Resolution Matrix

Fill Out INC Continued

• Assignment group

• Short Description – do not include PHI o Start typing to see Related items • Description o Add PHI here • Incident State o Default is set to New • Category o Might auto-populate based on Configuration Item • Subcategory o Options based on what Category is

o Might auto-populate o Can change o Verify before submitting – incorrect group could result in delays for customer o Check the Wiki!

Fill Out INC Continued

• Assigned To o Auto-populates when someone responds to a page o Can assign directly to someone – with their permission! • Do not notify o Checking the box will NOT page the on-call person for that group o Only uncheck this if you have been explicitly told by the individual to do so • Defer o For lower priority tickets that can wait for resolution o Will page out at 0801 on the day you select • Parent Incident – Enter INC # of original ticket to attach yours to it • Activity • Add any Work Note to describe your attempted resolution • Submit!

Save an Incident

• Keeps the incident view on screen o Time stamps information into ticket o Helpful for CSD • Select triple lines at the top of the screen o Select Save

Resolve an Incident

• Closure Information

o Required if resolving an incident o Select Close Code o Enter Close Notes o Select Resolve Incident ▪ Or change Incident State to Resolved and select Update

Support Tools

• This is a tool used to manage users’ Local Area Network accounts (LAN ID) in a central, secure location

• A user’s LAN ID is used to log into most Banner applications

Active Directory (AD)

Used to: View information/troubleshoot, reset passwords, and unlock accounts

• Visit the ‘ Active Directory ’ page on the CIC Wiki

1. Double-click on the

bhs.bannerhealth.comdomain

2. Select the Search icon

AD: Search for a Clinician

OR

1. Right click on bhs.bannerhealth.com

2. Select Find

1. In the pop-up window, enter the clinician ’sname

• You can search by first name, last name or last name, first name

2. Select the correct clinician and

double-click to open the Properties window

3. Advance search

• Can search by various fields • Helpful if name is misspelled or first name is listed as last name

AD: Search for a Clinician

Tip: You can customize your columns After searching any user, Click on View, then Choose Columns... Move over columns of interest.

General tab • Displays general information such as name and email address Account tab • Displays LAN ID • Unlock account • Force user to change password o Med students/contractors will have an end date Member Of tab • Displays the groups that the clinician is part of o Groups give access to various items such as applications • Helpful for troubleshooting issues • Changes to groups is done via a request to Identity Access Management (IAM) • Verify if account is disabled • Verify if account is expired o Most users never expire

AD: Viewing Properties

1. From Search Results, right- click on the clinician’s name 2. Select Reset Password 3. In the pop-up, the default is to force the user to change the password at the next logon 4. Enter a temporary password twice 5. Select ‘ OK ’

AD: Reset Password

• http://intranet7.bannerhealth. com/ADOnline/Default.aspx • This is the web version of AD • This provides a summary view of a user’s account without having to go into AD (faster)

• It shows additional information such as: o Lock Out Time

AD Lookup

o Bad Password Count o Last Bad Password o Last Network Logon o Last Password Reset o Next Password Reset

• This is a tool that allows you to access Cerner applications without the need to repeatedly login to them

• If AppBar is open, just click on the application icon to open it

AppBar

• View the ‘ AppBar ’ page on the CIC Wiki

1. Click on the A icon 2. Select ‘ Customize ’ 3. Options tab:

• Auto Hide – hides your AppBar • Always on Top – keeps the AppBar at the top of your screen • Float – allows you to drag the AppBar to any location on you screen • Large Buttons – makes your buttons larger and easier to 4. Buttons tab – allows you to select applications to display on your AppBar • Use the up and down arrows to reorder how the applicationsdisplay

Customize AppBar

Tip PowerChart's application and AppBar use two different types of code languages, and translation/migration between the two are not always seamless.

• This is a tool used to manage a user’s account(s) within Cerner:

o Cerner ID does not match LAN ID o User has multiple Cerner accounts

Health Network Architecture (HNA) User

• This is different from AD which manages LAN ID permissions

Used to: View information/troubleshoot, manage User Groups for privileges, add provider’s specialty, and manage provider group lists

• View the ‘ HNA User ’ page on the CIC Wiki

• Default search is by name o Click the drop-down next to name to change o Use a wildcard *, if you know partial information ▪ Ex: You know the first name and only that the last name ends in M. You can type [first name] m* • View Mode is Active o Shows all accounts even expired ▪ Yellow diamond with an exclamationmark indicatesan expired account 1. Enter search details and hit Enter or select the magnifying glass 2. Results display with the clinician’s name, Cerner Username, Position, and Person ID 3. Click to highlight the clinician’s name 4. Perform functions by using icons above the search box or right- click on clinician’s name to access the same options in a drop-down list

HNA: Search for a Clinician

HNA can start to search as you type 1. Click Options, then User Preference 2. Click Interface tab 3. Check the box in from of Timer starts search • Adjust feature for Timer starts search (0.75 seconds is a good start) 4. Select Apply 5. Select OK

HNA: Setting Search Timer

Reset Password:

If user forgot password or is having issues logging

in with an active account 1. Select ‘ ResetPassword ’ icon or from the drop down •

Note: If the option is dithered (greyed out), then the person has been LDAP’d meaning they do not use their LAN ID to login to Cerner. Youmust go to AD to reset his/her password.

2. Enter a temporary password twice 3. Select ‘OK’

HNA: Reset Password, Alias, & Organization

Alias:

If this info is missing/incorrect, the user may have issues

such as ordering/prescribing or admitting • COMMUNITY DRNBR – the clinician’s licen se number • ORGANIZATIONDOCTOR – the clinician’s Banner organization number. Also, MS4 number • DOCDEA – the clinician’s DEA number to be able to pres cribe • National Provider Identifier – the clinician’s unique identification number for covered health providers

Organization:

If the user is unable to see a patient encounter/note

that a colleague can see • Allows clinicians to see patient encounters at these locations • View only for troubleshooting purposes

Address: • Displays clinician’s associated addresses • Used for patient follow-up visits • Also displaysePrescribing capabilities at addresses (for verification) o Note: If clinician is associated with more addresses than viewed on this screen, CSAs cannot scroll down. Use the Demographic Relationship (chain-link icon) to see more addresses. Quick View: • Name tab – displays First, Last, and MiddleName; Display name; Initials; and Person ID • Security tab – displaysUsername and Position

HNA: Address, & Quick View

HNA: User Groups

Medical Staff groups: (Facility abbreviation followed by ‘Medical Staff’) • Each facilitywhere provider has privileges should be moved over to the ‘From associated user groups’ column o Verify privileges before doing this • This group allows providers to place orders in that facility’s encounters o Check these groups if the provider receives the ‘Non - credentialed provider alert’ Specialty: • Specialty shows up in Cerner and helps distinguish the provider from others with similar names • Specialty is listed without a ‘Class Code’; Column is blank • Specialties in all capitals are for SurgiNet only – do not move these • Move over the appropriate specialty

Provider Groups: • Provider offices might have a Provider Group created to manage a shared Patient List for all the office’s providers • Moving the Provider Group over is the 1 st step to making this list work • 2 nd step is done in DCPTools Moving groups: • Find the correct group in the left column • Either double-click the group or click to highlight it and select the Move button to move the group to the right column • Select ‘Apply,’ then ‘OK’

HNA: User Groups Continued

• Review the HNA User group information in the previous slides prior to reading about DCPTools

Direct Care Provider Group Tool (DCPTools)

• This tool is used to create and manage Provider Group and Care Team patient lists in Cerner

Used to: Create and manage specific patient lists and troubleshooting patient lists

• View the ‘ DCPTools ’ page on the CIC Wiki

Open DCPTools:

1. Select ‘ DCPTools V8 – P1805’​

2. Select the plus sign next to ‘ PowerChart Foundations ’ to expand the list of tools​

DCPTools Continued

3. Select ‘ Provider Group Tool ’ and double -click

DCPTools: Modify Existing Group

1. In the pop-up window, select the radio button for 'Modify Existing Group' 2. In the drop-down for Group Name, scroll until you find the group you want to modify • You cannot hot key or type to find the group; You must scroll • If you select a group you didn’t mean to, press the ‘ Clear ’ button to start over 3. Select ‘Member List’ to add or remove members, then select ‘Apply’ • Providers show up here if they have the Provider Group user group moved over in HNA • If you add a provider here, it adds the Provider Group user group to their HNA account

DCPTools: Shared Relationships

4. Select the provider’s name, then select ‘Shared Relationships’ to modify their relationships • Provider Groups are relationship based • Physician (MD/DO) – • ‘ Admitting Physician ’ and ‘ Admitting ’ • ‘Attending Physician’ and ‘ Attending ’ • ‘ Consulting Physician ’ • ‘ Ordering Physician ’ • Anesthesiologist – ‘ Anesthesiologist ’ • Certified Registered Nurse Anesthetist (CRNA) – ‘ Anesthetist ’

• Nurse Practitioner (NP) – ‘ Nurse Practitioner ’ • Physician Assistant (PA) – ‘ Physician Asst ’ • Certified Nurse-Midwife (CNM) – ‘ Midwife ’ • Resident – ‘ House Staff ’

5. Select ‘ OK ’ 6. Select ‘ Apply ’ after you are done modifying the group to save your changes

• Care Team patient lists function like a custom list that is available to everyone to view o Only those associated with the group (in HNA) can add patients to the list • Care Team groups do not have members added to them • Can be created/modified/removed in DCPTools • Anyone can add the list to Patient List, but it is view only • Only those with the HNA group (added to DCPTools) can add/remove patients

DCPTools: Care Team

• This is a tool that allows data from Cerner applications to be extracted into reports

• Some reports are scripts that can be run to fix Cerner issues

Discern Reporting Portal

Used to: Run reports to assist in troubleshooting/ finding information

• View the ‘ Discern Reporting Portal ’ page on the CIC Wiki

Discern: Running Reports 1. Type a keyword in the search box

• If nothing comes up or you are not sure what the report name is, use the filters on the left to narrow the list of reports down • Use the Recent Reports list to run a report you have previously ran 2. Click to highlight the report • Click the Star icon next to the report name to save it as a favorite 3. Select ‘Run’ 4. Enter your report selections and select ‘Execute’ • Check the box for ‘Return to prompts on close of output’ to save your selections • Only saved if you use the exit door to close the report instead of clicking the X

• Changing OTS User • Chart Accessed by Employee (Username) • Dropped Tasks by Task and Facility • ERx Nominated / Approved Providers

Discern: Commonly Used Reports

• Notes by Provider • Order Usage 7 Days • Picket Fence Fix

Break Time!

Customer Contact Log (CCL)

What is the CCL?

CCL Resource Guide

• Open SNOW to the ‘Clinical Informatics – My CCLs’ page • Select the ‘New’ button next to ‘Clinical Informatics Coordinator Requests’

Create a CCL Entry

General Details

Number: • Is automatically generated • Always starts with CLI Primary Contact: • Search for the name of the user you supported by first & last name or by last name Additional Contact: • Select the lock icon to open another search box to add names of additional contacts supported Assignment group – Leave blank Assigned To – Leave blank IT Specialty Workgroup Review – Leave unchecked

Primary Contact: Common Issues

Issue: Multiple users with the same name • Dropdown shows Lawson # & email address to differentiateusers

• If you need more information, select one of the names, then select the ‘i’ in a circle icon o Middle initial, Title & Department should differentiate users

Issue: User not found • Search ‘svc unlisted’ and select the most appropriateoption

Time Worked: • Clock runs upon opening a CCL entry • You must select the stop icon to stop the clock and make changes • Enter the time you spent with users in HH:MM format Date of Service: • Select the calendar icon to open the date/time window • Defaults to today, now • Enter date/time and select the green checkmark Service Category: • Note the definitions in blue to the right • SC2 is only used for projects with an associated project task in the Time Sheet Portal Single Location: Keep checked if the work done was only with users from one facility/clinic Specific Location: • Only available if the Single Location box is checked • Search for facility/clinic Building & Floor: Optional details to enter

Interaction Details

Interaction Details Continued

Line of Business: • Refers to type of venue supported

• Refer to Line of Business Options and Examples for details about which departments fall into the lines of business o Pro tip: Save these in a sticky note on your PC for easy reference Service Line/Area: • Strongly encouraged to enter this information as it helps when pulling reports • May select Multidisciplinarywhen supporting multiple departments

SWG: • Currently not used

Interaction Type: • This selection determines what other fields open for documentation • Hover over each type to see instructions of when to use

Interaction Details: Interaction Type

• Rounding, Assessment/Intervention, & Instructional/Demo/Education Sessionopens: o General Topic o Cerner Position o Customer Count by Role • Meeting Attendance opens:

o Meeting Type o Meeting Name o Involvement Level o General Topic o Cerner Position • Indirect Support opens:

o Focus (see choices in image) o General Topic

• Equipment opens: o Device Type o Equipment Type o Number of Devices

Cerner Topics & Interaction Notes

Cerner Topics: • Select the lock icon to open the search box • Select the magnifying glass to open a window with the available options Interaction Notes: • Enter pertinent details about your customer contact Status: • Select the appropriate status o Resolved/Completed o Needs Further Research o Issue Escalated o Known Problem w/ Proven Workaround

o Customer Refused Solution o *Needs Workflow Assessment o *Needs Functionality Assessment o *Needs Education Resources Created/Modified

Knowledge of how to get CI Support

Knowledge of how to get CI Support: • Methods: • CI Support team member • Service Desk – Calls • Service Desk – Self-Service • Service Desk – Chat • eCoach • Newsletter • Webpage/SharePoint • Other (please specify CI support method) • For each method, select if the customer:

• Has knowledge • Was educated • Has knowledge and was educated

Select Submit!

Related Records • Tie your CCL to a RITM or INC • Select ‘Related Records’

• Enter RITM # or INC #

• This is what shows the CCL as RITM/INC time in the Time Tracking reports

Activity: Enter a CCL for This Session

• In SNOW, select the ‘ New ’ button next to ‘Clinical Informatics Coordinator Requests’

• Look at the bottom right of the screen for the Template Bar options

CCL Templates

• If you do not have the Template Bar options, at the top of your screen, select the triple dots and select ‘”Toggle Template Bar’

• Select the Triple Dots icon to display a list of existing templates (systemwide and personal) in alphabetical order

Use an Existing Template to Create CCL

• Select a template name • Template details will automatically be added to your CCL entry • Complete any remaining details and select ‘ Submit ’

• Enter details you want to fill in • Pro Tip: Leave Date/Time and Time Worked blank

• Select the Plus sign icon in the Template Bar

Create a Personal CCL Template

• In the ‘Create New Template’ pop -up window, you can name your template • Pro Tip: Start your name with a * to move it to the front of the list of templates and display on your TemplateBar

• Select ‘ Submit ’

Create a Report from CCL: Daily Speed Dial

• In the Table of Contents of SNOW, locate and select ‘Reports’ • Select ‘Create New’

• Enter ‘Report name’

• Pro Tip: Reports show for all – use your name/initials instead of ‘My’ in the name • [name] ’s Daily Speed Dial • Source type: Table • Table: Clinical Informatics Coordinator Request [u_clinical_informatics_cic] • Select ‘Next’

Daily Speed Dial Continued

• Select ‘ Bar ’ graph for type • In Configure, select the following for Aggregation: • Sum • Time Worked • Select ‘Back’ • Under ‘Scores’, select ‘Speedometer’ for type

• Select ‘ Next ’

Daily Speed Dial Continued

• Verify Configure options:

• Aggregation is Sum of Time Worked

• Select ‘ Next ’ • Enter the details under Style: • Custom chart size – unchecked • Chart size – Large

• Direction – Maximize • Lower Limit – 14400 • Upper Limit – 17280 • Dial Autoscale – unchecked • From – 0 • To – 28800 • Drilldown view – blank • Decimal precision – 1

• On the right side of the screen, select the funnel icon

• Select the ‘ And ’ button • Conditions: • Opened by is [you]

• Date of Service on Today

Daily Speed Dial Continued

• Select ‘ Run ’ • Verify information is correct • Select ‘ Save ’

Style

Activity: Create a Weekly Speed Dial

Conditions

Report Favorites

• Go to View/Run Reports to save favorites • Favorite the two we made (in My reports) • Select ‘Group’ • Search ‘Time tracking’ o Ensure favorites filtering is off at this point • Favorite both Time Tracking reports • Clear your search

• Turn on Favorites filtering to only see favorite reports

Add Reports to Homepage

• Go to your Homepage • Select ‘ Add content ’ • Column on the right displays your reports • Select one • Select the ‘Add here’ button for where you want the report to display

Thank you