Workflow guide on how to access and submit quality monitors

1. Go to performant-healthcare.acuityapm.com

2. Enter your username and password, then click submit to log in

3. Click on the Main Menu in the top right corner

4. Click on Monitor

5. Select the Project, Evaluation Form, Agent, and Call Date

NOTE: Call ID field can be left blank, you will have a Processed Date field in the Evaluation Form

6. Click Evaluate when you are ready to start your evaluation

7. Select the Audit Category from the drop down menu

You will need to select the Audit Category for the scoring form to populate

8. Select the Client from the drop down menu

9. Enter the Processed Date

10. Enter the Claim Number

11. Financial and Technical questions are all listed within the monitor

These are based on the Audit Category you have selected

All scores default to 100%

12. To select a score, simply choose from the drop down menu for each question

Financial scores have a value of AF (Auto-Fail), and will result in a 0% financial score

Technical scores have numerical values, that amount is deducted from the technical score

13. Comments can be added in the comment section at the bottom of the form

14. Click on Save Monitor when you are ready to submit

Save as Draft will save the monitor as a draft to finish at a later time

Delete will delete the monitor

Close will close the form (If you close before saving, this will DELETE the monitor)

A guide for the agent workflow to view, access, and respond to pending QA Scorecards

1. Go to performant-healthcare.acuityapmr.com

2. Upon logging in, you will be brought to the home page

If you have quality monitors that have been submitted, you will see a bar chart here that shows your score

3. Click on FILTERS to open up the filter tab

4. The filters allow you to select different projects, locations, groups, teams

You only have access to the team(s) you are currently assigned to

5. You can use the Score View field to look at historical data

6. To view your selections, click Submit to populate the data in the chart

7. Click on Reports to go to the Reports page

The reports page is where you can view and access your pending and completed quality monitors

8. Use the SELECT REPORT: menu to view a drop down menu of available reports to view

9. Let’s view the Pending QA Scorecards report by clicking submit

NOTE: All reports work in tandem with the Filters on the left. Changing the filter set will change the data that is populated in the report.

EX: selecting previous month will show previous month’s data

10. The Pending QA Scorecards report shows you all forms that have a pending status

The example below shows one monitor pending an agent review along with the score and other identifying information about the form

11. To open the form and complete the review, simply click the hyperlink in the Monitor ID column

12. Once opened, you can agree or dispute the assessment using the options in the Agent Acknowledgement field

13. After making a selection of Agree or Dispute, you have the option to enter your comments in the comment section

Note: making a selection will also Date and Timestamp the action

14. Click on Save Monitor to submit your response

1. Go to performant-healthcare.acuityapmr.com

2. Click on Reports

3. Click on Pending QA Scorecards and click submit

4. This form is in a Pending Supervisor Dispute Review status and is awaiting a supervisor response

5. Click on the Monitor ID to open the form

6. Once inside the form, you can respond to the agent’s dispute

If you agree, you can then change the score based on the agent’s dispute

If you disagree, you can simply enter your reason why in the comment section

7. Once you have made your decision, clicking Update will submit your response