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Dear VHA Colleagues,
As the number of COVID-19 cases decline and pandemic restrictions are lifted, we’re expecting a significant increase in Veterans’ requests for health care appointments and specialty referrals.
To meet this challenge and improve the overall referral process, the Office of Veterans Access to Care (OVAC) and Office of Community Care (OCC) are coordinating with the field to implement the nationwide Referral Coordination Initiative (RCI).
RCI will streamline, improve, and measure the effectiveness of our referral processes—and improve Veterans’ overall access to care. More
Mark Upton, MD
Acting Assistant Under Secretary for Health (AUSH) for Community Care
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People, Process and Technology 💻
What's happening in community care
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 Safeguarding OCC Claims Data
OCC has implemented the Program Integrity Tool (PIT) to safeguard the integrity of the OCC claims process, protect the taxpayers’ investment, and prevent improper or fraudulent payments for OCC programs. More
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 RCI Streamlines Referral AppointmentsÂ
To streamline the scheduling of referral appointments for Veterans, using the Implementation Checklist, all VA Medical Centers (VAMCs) must implement the Referral Coordination Initiative (RCI) in all required specialties by June 30, 2021. More
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CommCare CRM Supports Customer Service Interactions |
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VHA Office of Community Care (OCC) customer service representatives have a new information sharing application to quickly and efficiently address nationwide community care questions and concerns.
On May 24, 2021, VA launched Community Care Customer Relationship Management (CommCare CRM), a cloud-based software application designed to improve customer service interactions and response times. More
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Get Smartđź’ˇ
Education and training resources
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 Webinar: Customer Relationship Management (CRM) for VA Medical Facility Community Care Offices (C3) combines instruction and a live system demo of the CRM application, and includes question and answer sessions. (TMS VA 4568386)
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 Consult Toolbox 2.0 Overview Course provides users with an overview of the updated Consult Toolbox 2.0 and outlines the new functionalities and enhanced capabilities of the tool. (TMS VA 4568812)
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 Community Care Patient Safety and Quality Processes: How VHA is Advocating for Change is an overview of historical influences and OCC efforts to improve patient safety and quality of care. (TMS VA 4568998)
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The OCC Network Support Resources site is now more user friendly, allowing staff to spend less time documenting issues and more time coordinating care. If you have questions about network access or adequacy or are struggling to find providers to schedule appointments, this site can assist with access concerns. More
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