During the past three years (2010 through 2013), I have served as the elearning Project Lead for the ambitious task of producing desk procedures in RoboHelp10 for users with complex job functions across the Health Administration Center of the Veterans Administration. The intent of the desk procedures and related training was to create usable, understandable, and easily accessible procedures for users whose daily functions involve medical claims processing, determining eligibility for non-VA purchased medical care, approving payment on claims, and determining payment amounts based on the authority governing the care provided.

1. Will Probeck’s
2010-2013

2. TDB Communications Desk Procedures
Contract with VA HAC
 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

3. Desk Procedure Objectives
 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

4. Before & After Content
Approved Word Doc
Word Doc designed in RoboHelp

5. Redesign of HCR DPs
First design in 6 months
Complete redesign of same DPs

6. EEV Page Designs
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7. Customer Service Center Designs
Check Your Knowledge in Captivate
Example of Graphical Navigation

8. More CSC Page Designs
Interactive Phone Instructions
Table Layout for ease of use

9. CSC Continued……
Graphical Navigation
Interactive self guided “How to Use DPs”

10. NNPO Sample Graphics
Original Tech Writer Graphic
Graphic redesigned for RH10

11. NNPO Sample Graphics
Original Visio Graphic
Graphic Redesigned

12. NNPO Sample Graphics ….
Timely Filing created in Visio
Redesigned for clearer understanding

13. Department of Program Integrity (DPI)
Page Samples

14. NNPO Page Designs

15. NNPO Page Designs