New Customer Orientation Guide

Transcription

1 Healthcare Financial Management Association Credentialed Revenue Cycle Representative (CRCR) Program New Customer Orientation Guide Copyright 2008 by The Healthcare Financial Management Association. All Rights Reserved. Revised January 2011 Information in this Orientation Guide represents current implementation and delivery procedures for HFMA s CRCR Program. Information in this Guide supersedes information contained in any prior versions of the Guide or previously published information. HFMA s Credentialed Revenue Cycle Representative Program Page 1

2 TABLE OF CONTENTS SECTIONS PAGE 1. INTRODUCTION FOR THE ORGANIZATIONAL ADMINISTRATOR YOUR ROLE PROGRAM OVERVIEW SELECTING PARTICIPANTS RESERVING THE TESTING ROOM PREPARING TERMINALS FOR TESTING ADMINISTERING THE CRCR EXAMINATION FOR PARTICIPANTS PROGRAM OVERVIEW YOUR ROLE ABOUT THE STUDY GUIDE BEFORE THE EXAM ABOUT THE EXAM STUDENT AFFIDAVIT APPENDIX: SELECTING PROCTORS HFMA s Credentialed Revenue Cycle Representative Program Page 2

3 INTRODUCTION The Healthcare Financial Management Association s (HFMA) Credentialed Revenue Cycle Representative (CRCR) Program consists of an online, interactive study guide and timed credentialing exam developed by HFMA and supported by the MC Strategies learning management system. The CRCR Program serves to validate a national level of achievement for a body of knowledge within the healthcare revenue cycle arena for revenue cycle staff and associated departments. Upon successful completion of the exam, participants earn the designation CRCR. Your organizational license allows for the credentialing of a group of staff for the duration of your contract. Staff may re-test as many times as needed to obtain the credential or to maintain it. The CRCR Program is flexible. Maintenance of the designation is determined by your organization; there are no formal maintenance requirements by HFMA. HFMA updates the study guide and exam annually. It is to your benefit to have staff re-test periodically. There are no additional fees involved for testing or retesting. Members and non-members of HFMA are eligible for the CRCR designation. There are three (3) important roles involved in the implementation and delivery of the CRCR Program. These roles are filled by your employees and will need to be assigned. The following is a brief overview of these roles: 1. Organizational Administrator (OA): This individual is responsible for overseeing the credentialing process for the organization s staff. The OA may be a team lead or within the training and development department. 2. Participants/Students: These individuals take the CRCR exam and are seeking the CRCR designation. Participants should be junior to supervisory level staff and may work within any revenue cycle related department. HFMA recommends participants have a minimum of 1-2 years of healthcare experience prior to sitting for the CRCR exam. 3. Proctors (when available): Proctors supervise the participants during testing and are responsible for upholding exam integrity. HFMA s Credentialed Revenue Cycle Representative Program Page 3

4 The following orientation guide provides detailed information and preparatory reading for each of these roles and the respective sections should be distributed in advance to these groups with an or memo explaining the program. Furthermore, it is suggested that Organizational Administrators read the sections assigned to Participants. Should any questions about implementation arise, please direct them to your MC Strategies Client Service Representative who has the ability to achieve resolution through a variety of resources available. If you have any comments or questions about the program or this guide, please send them to: The Healthcare Financial Management Association Office of Professional Development Two Westbrook Corporate Center, Suite 700 Westchester, IL crcr@hfma.org Best of Luck! HFMA HFMA s Credentialed Revenue Cycle Representative Program Page 4

5 FOR THE ORGANIZATIONAL ADMINISTRATOR 2.1 YOUR ROLE The Organizational Administrator (OA) oversees the implementation and delivery of HFMA s CRCR Program within the company. Specific responsibilities include: Serving as your organization s point-of-contact, externally and internally:» Externally: Teaming with MC Strategies Client Service Representative (CSR) on how to access the program, set-up participants in the system, etc. (An introduction to your CSR will be made for you, if not already known.);» Internally: Communicating with the larger group of business leaders to build awareness of the program s availability and teaming with them to identify participants; Notifying all departments (IT, Facilities, etc) involved in the implementation and delivery of the program and obtaining resources as needed; Introducing the CRCR program to participants and providing them with information from this guide and any company-specific information. Monitoring participants progress over the study period; Confirming the number of participants ready to test (within each group if applicable), scheduling all participants examinations, and communicating exam location and time to participants. (Participants must notify the OA if they need to cancel or reschedule.) Additionally, notifying all confirmed participants of the need to bring a valid photo ID (employee badge or driver s license), a calculator (can not be on a cell phone), and writing utensil. Cell phones and/or other recording devices are not permitted in the testing room; Arranging the testing environment reserving the computer room/lab (see Section 2.5 below), teaming with your company s IT support person to prepare the terminals for testing (see Section 2.6 below) and ensure someone is on call the day of testing including how he/she may be reached, communicating with your MC Strategies CSR to make him/her aware of the test date(s) and time(s), etc. Note: Please work with your CSR to confirm technical coverage if test start and/or end times are outside of MC Strategies normal business hours; Collecting one copy of successful participants certificates (post-exam) for their personnel files; Reporting any misspelled participant names to your MC Strategies Client Service Representative to ensure certificate accuracy; (FOR NEW LMS CUSTOMERS ONLY) Advising participants to change their system passwords to ones they can remember in advance of exam date/time; HFMA s Credentialed Revenue Cycle Representative Program Page 5

6 (FOR NEW LMS CUSTOMERS ONLY) Providing a brief overview of the LMS to participants in advance. Specifically, your MC Strategies CSR will provide you with an orientation on the following responsibilities: Entering participants in the LMS, assigning/editing the study guide modules and deadline dates, and assigning/editing exam dates. Grouping participants into departments if desired; Administering the CRCR examination Viewing reports in the LMS; Tracking participants progress by module; How to extend a participant s exam time as a result of computer/internet failure. 2.2 PROGRAM OVERVIEW The CRCR Program involves an online, interactive study guide and a timed examination. Access to both will be provided by your designated MC Strategies CSR. The study guide takes approximately hours to complete and consists of seven chapters, divided among 3 module links. The OA should ensure that participants have all three modules assigned to them. Link 1: HFMA Revenue Cycle Credentialing Module 1» Chapter 1 Compliance» Chapter 2 Patient Access Link 2: HFMA Revenue Cycle Credentialing Module 2» Chapter 3 Claims Processing» Chapter 4 Account Resolution Link 3: HFMA Revenue Cycle Credentialing Module 3» Chapter 5 Cash» Chapter 6 Financial Management» Chapter 7 Support Departments For a brief demonstration of the study guide and an overview of its features, please visit: CRCR DEMO.wmv As soon as participants have completed their studies and are ready, you may schedule the examination in your company s computer room. The examination is 3 hours in length and consists of 150 multiple HFMA s Credentialed Revenue Cycle Representative Program Page 6

7 choice questions. Questions appear one at a time and are drawn randomly from the question bank providing individual candidates a unique exam. The exam is weighted by chapter, as determined by the CRCR Advisory Committee: 43% of questions address Patient Access, 43% address Patient Accounts, and the remaining 14% examine other areas. The exam provides real-time scoring - 75% is the required passing score. Questions and candidate responses are not disclosed. Participants who pass (75%) or pass with distinction (90%) will receive a temporary certificate to print after finishing their exams. A formal certificate and congratulatory package will be provided by MC Strategies directly to successful individuals. CRCR designation pins will be provided to the Organizational Administrator by HFMA. The organization decides how the pins will be awarded to successful candidates, e.g. by the immediate supervisor, at a recognition function, etc. Questions regarding the pins should be directed to HFMA at , ext.311 or by to certification@hfma.org Unsuccessful candidates will be directed to inform their supervisors and request a rescheduled exam date/time. As with any exam, preparation should not be necessarily limited to the CRCR study guide. Participants are encouraged to create study groups and/or organizations are encouraged, but not required, to provide resources to increase the probability of success. Three interventions are required before a participant can gain access to the examination: 1) An exam date must be assigned to the participant in the system; 2) An administrator must unlock the exam for the participant; and 3) The participant must provide his/her user-id and password. 2.3 SELECTING PARTICIPANTS The CRCR Program is designed for junior to mid-level staff working within any revenue cycle related department. (The more departments that complete the CRCR Program, the greater the likelihood of shared understanding.) HFMA recommends participants have a minimum of 1-2 years of healthcare experience prior to sitting for the CRCR exam. Please note: HFMA also offers the Certified Healthcare Finance Professional (CHFP) designation, a certification more suited for upper-management (e.g. Director and above). HFMA s Credentialed Revenue Cycle Representative Program Page 7

8 2.4 RESERVING THE TESTING ROOM Ideally the CRCR exam should take place in a quiet computer room or lab apart from the demands of daily operations. However, if reserving this room is a problem due to other company projects, the Organizational Administrator may consider using a work area of cubes, all within close proximity, on a quieter floor. Traffic around the area should be re-routed and signs placed on doors notifying others of the exam in process. Phones within the quiet work area of cubes should be disconnected so participants are not disturbed. 2.5 PREPARING TERMINALS FOR TESTING The Organizational Administrator needs to team with an IT support person to prepare the computer terminals for testing. We recommend that the following activities be done one (1) week prior to the first scheduled exam to ensure a positive experience for all participants: Stress test a number of terminals by running several at the same time. Check for any delay in response times. (Tip: Exams over the lunch hour should be avoided as internet usage may increase significantly during this time and considerably slow terminal response time.); Check all hard line data connections prior to participants arrival to ensure jacks are well connected. Confirm there will not be any software pushes or upgrades scheduled for the night before the exam, which may affect terminals function/set-up; Verify all terminals have the latest Internet Browser; Ensure Java scripts are updated. 2.6 ADMINISTERING THE CRCR EXAMINATION HFMA prefers that the CRCR examination be proctored whenever possible. Instructions for the use of proctors are included as an appendix. HFMA understands that organizations with geographically dispersed staff may not be able to have a proctor physically present for each CRCR examination administration. It is acceptable therefore to have the Organizational Administrator serve as an electronic proctor and administer the examination. When no proctor is available, the Organizational Administrator serves as an electronic proctor and is required to abide by the following examination administration protocols: HFMA s Credentialed Revenue Cycle Representative Program Page 8

9 Prior to the Examination 1) Uphold the confidentiality of the exam contents. Examinations are to be kept strictly confidential and may not be previewed or recorded in any capacity. Candidates are asked to read and accept confidentiality, non-disclosure statement at the beginning of the exam. 2) Confirm with each candidate the testing date, time and location. Set the availability of the examination only for the specified date and time. Candidates should be allotted only one attempt at the examination on the specified testing date. The candidate should be allotted three (3) hours to complete the examination. 3) Verify the list of all participants for a given examination setting and that the candidates have their unique user ID and passwords to log-into the exam system at the assigned time. 4) Confirm the MC Strategies contact person is available during the examination in the event of network difficulties. Confirm with internal IT staff that all IT equipment is ready and that candidates can navigate to the LMS log-in page. Examination Day 1) Electronically unlock the CRCR exam for scheduled candidates using the Organizational Administrator ID and password 2) Electronically sign the Proctor Affidavit. 3) Electronically check each candidate s name; click unlock at the bottom of the page. 4) Instruct testers to log into their Personal Page and click on the My E-Learning Lessons tab. 5) Confirm with testers that they see HFMA Credentialed Revenue Cycle Representative Exam in their e-learning lessons. 6) Assist any candidates that receive a locked message. 7) Instruct candidates to read and accept the Student Affidavit. 8) Instructor the candidates on the proper protocols for the examination requesting assistance during the exam. Reiterate: there are three hours are allotted to complete the exam; 150 multiple choice questions; you cannot return to questions once submitted; the exam has an auto-timer and will shut down when the three hours is over. 9) Instruct the candidates to read the Student Instructions. When candidates are ready, instruct them to click on Start Exam. 10) Identify any candidates experiencing computer problems and provide assistance 11) Address candidate post-exam questions, e.g. printing certificates, re-examination, etc. HFMA s Credentialed Revenue Cycle Representative Program Page 9

10 FOR PARTICIPANTS 3.1 PROGRAM OVERVIEW CRCR is a credentialing program which consists of an online, interactive study guide and timed credentialing exam developed by HFMA and supported by the MC Strategies learning management system. The CRCR Program serves to validate a national level of achievement for a body of knowledge within the healthcare revenue cycle arena for revenue cycle staff. Upon successful completion of the exam, participants earn the designation CRCR. 3.2 YOUR ROLE Congratulations! You have been selected by your organization s leadership for the Healthcare Financial Management Association s Credentialed Revenue Cycle Representative (CRCR) program. Your role in this process is to study and sit for the CRCR exam. 3.3 ABOUT THE STUDY GUIDE The online, self study guide takes approximately hours to complete and consists of seven chapters, divided among 3 module links on your Personal Page. Your Organizational Administrator (OA) will be made known to you and will ensure that you are granted access to all three modules. If you aren t, please contact him/her for assistance. Link 1: HFMA Revenue Cycle Credentialing Module 1» Chapter 1 Compliance» Chapter 2 Patient Access Link 2: HFMA Revenue Cycle Credentialing Module 2» Chapter 3 Claims Processing» Chapter 4 Account Resolution Link 3: HFMA Revenue Cycle Credentialing Module 3» Chapter 5 Cash» Chapter 6 Financial Management» Chapter 7 Support Departments There are check your knowledge questions within the chapters and review questions at the end of every chapter. These are modeled after the exam questions to help you become more familiar with the exam format however they are not graded nor submitted to anyone for review. They are only for your benefit. You are encouraged to form study groups or seek out resources should you need additional help. HFMA s Credentialed Revenue Cycle Representative Program Page 10

11 The study guide takes approximately 3 months to complete however this timeframe may be shortened or lengthened depending on how your OA has structured your company s program. When you have completed the study guide, inform your OA. He/She will arrange a test date, time and location for you. 3.4 BEFORE THE EXAM 1) Confirm your test date, time, and location with your Organizational Administrator (OA). 2) Bring the following with you: a) Calculator (cell phone calculators will not be allowed). Some questions require calculations. b) Writing utensil. You will be given scratch paper and asked to turn it in to the OA at the end of your exam. c) Cell phones and/or other recording devices are not permitted in the testing room. You may not receive or send any electronic communications during the examination. 3) Check in with your OA as soon as you arrive to the testing room. 3.5 ABOUT THE EXAM The CRCR exam involves 150 multiple-choice questions covering the following topics: Patient Access 64 questions Claims Processing, Account Resolution, and Cash - 65 questions Compliance, Financial Management, and Support Departments - 21 questions Questions will be presented one at a time, in random order, and will be numbered so you will know how many questions you have completed. Read each question and the four possible answer statements (A,B,C,D) carefully. Select the one statement you think answers the question best by clicking the radio button next to the statement. If you decide to change your answer, simply click that answer s radio button. Only one statement can be selected per question. When you have chosen your answer, click the Submit button in the lower, right hand corner of your screen to submit your answer and move to the next question. Once you have hit Submit you will not be able to go back to a question to change your answer nor will the system allow you to skip questions. A submitted answer is your final answer. Should you have any computer problems during the exam, alert your OA you have a computer problem. The OA will take the necessary steps to achieve resolution and if necessary, adjust your testing time. Once the situation has been corrected, log-in again and click on the exam link. You will be taken back to the last question on the screen prior to the technical issue. All previous exam responses will be unaffected. HFMA s Credentialed Revenue Cycle Representative Program Page 11

12 You are allowed 3 hours to complete the examination. Monitor your pace to ensure you see every question. A timer is provided in the top, right hand corner of your screen. The exam will close automatically in either of the following situations: You complete all 150 questions within 3 hours, (OR) The timer reaches 3 hours. Any unanswered questions will be marked as incorrect. Once the exam closes, you will receive a message about your results. Regardless of results, please proceed to the brief online evaluation that follows. This provides HFMA with feedback for continuous improvement of the program. For successful candidates who achieve a passing score (a minimum of 113 correct answers, or 75%) or a passing with distinction score (a minimum of 135 correct answers, or 90%), a temporary certificate will be provided after completing the online evaluation. Please verify the spelling and appearance of your name on your certificate before leaving the room, as this is the way your name will appear on the formal certificate. Notify your OA of any corrections needed. Proceed to log-out of the testing site, shut down your computer terminal, and return both pages of scratch paper to your OA on your way out. Please remember not to discuss the exam outside the testing room, in accordance with the Student Affidavit s terms of confidentiality. Once back at your desk, you may find your actual score (percentage) on your personal page to the right of the exam link (under the Completed Lessons tab). Click on the exam link to access your temporary certificate and print 2 copies; keep one for yourself and submit the other to your OA. A congratulatory package with formal certificate (from MC Strategies) will be mailed to you 6-8 weeks later. Candidates that do not successfully complete the exam will see the evaluation as the final screen. Please complete the evaluation, log-out of the testing site and shut down your computer terminal. You may work with your OA to reschedule your exam when you are ready. Please remember not to discuss the exam outside the testing room, in accordance with the Student Affidavit s terms of confidentiality. 3.6 STUDENT AFFIDAVIT After logging in to the exam site, you will be prompted to electronically sign a Student Affidavit. Please read this in advance of examination day so you are aware of your responsibilities as a participant. HFMA s Credentialed Revenue Cycle Representative Program Page 12

13 Please read the following statements carefully and indicate your understanding and agreement by clicking the Accept button. 1. I hereby apply to the Healthcare Financial Management Association ("HFMA") for examination and issuance to me of a Credentialed Revenue Cycle Representative Certificate ( Certificate ) in accordance with and subject to the procedures and regulations of HFMA. I have read and understand the rules and procedures pertaining to the Credentialed Revenue Cycle Representative Examination, as set forth in HFMA's Revenue Cycle Credentialing Program. I agree to disqualification from examination; to denial of the Certificate; to denial of future eligibility for any HFMA examination; and to forfeiture and redelivery of any Certificate granted me by HFMA in the event that any of the statements or answers made by me in this application are false or in the event that I violate any of the rules or regulations governing an HFMA examination. I authorize HFMA to make whatever inquiries and investigations it deems necessary to verify my credentials and my professional standing. 2. I understand that this application and any information or material received or generated by HFMA in connection with this application or with the Certificate process will be kept confidential and will not be released unless I have authorized such release or such release is required by law. However, I understand that the fact that I have or have not been issued a Certificate, and the dates on which the Certificate is valid, are matters of public record and may be disclosed. I allow HFMA to use information from my application and subsequent examination for the purpose of statistical analysis, provided that my personal identification with that information has been deleted. 3. I understand that the content of HFMA s examinations, and each of their items, are proprietary and strictly confidential, and that the unauthorized retention, possession, copying, distribution, disclosure, discussion, or receipt of any examination question, in whole or in part, by written, electronic, oral or other form of communication, including but not limited to ing, copying or printing of electronic files, and reconstruction through memorization and/or dictation, before, during, or after an examination, is strictly prohibited. I further understand that, in addition to constituting irregular behavior subject to disciplinary action such as denial or revocation of the Certificate, revocation of eligibility for future HFMA examinations, and disciplinary fines, such activities violate HFMA s proprietary rights, including copyrights, and may subject me to legal action resulting in monetary damages. 4. I further understand that I can be disqualified from taking or continuing to sit for an examination, or from receiving examination scores, and that I may be required to retake an examination if, at HFMA s Credentialed Revenue Cycle Representative Program Page 13

14 its sole discretion, HFMA determines through OA observation, statistical analysis or any other means available to it, that I was engaged in collaborative, disruptive, or other irregular behavior before, during the administration of, or following, the examination, or if HFMA determines that the integrity or validity of the examination otherwise is in question. 5. I further understand that, in some instances, while the evidence of irregularity is sufficiently strong to cast doubt upon the validity of scores, such evidence may not enable HFMA to identify the particular individuals involved. In any such circumstance, I understand that HFMA reserves the right to withhold the scores of all candidates, including candidates not directly implicated in the irregularity and, if necessary, to require all candidates to take an additional examination at a later date under conditions which will ensure the validity of all scores. 6. I hereby agree to indemnify and hold harmless HFMA, its officers, directors, members, examiners, employees, and agents, from any lawsuit, complaint, claim, loss, damage, cost or expense (including attorneys' fees) arising out of or in connection with any action or omission by any of them in connection with this application; the application process; the certification process; any examination given by HFMA; any grade relating thereto; the failure to issue me any certificate; or any demand for forfeiture or redelivery of such certificate. BY CLICKING ON THE BUTTON ON THIS PAGE MARKED ACCEPT, I ACKNOWLEDGE AND AGREE THAT I HAVE READ AND UNDERSTAND ALL OF THE ABOVE CONDITIONS, TERMS, POLICIES, PROVISIONS, DISCLOSURES AND DISCLAIMERS, AND THAT I EXPRESSLY AGREE TO BE LEGALLY BOUND BY THEM. <<ACCEPT BUTTON>> HFMA s Credentialed Revenue Cycle Representative Program Page 14

15 APPENDIX: SELECTING PROCTORS Proctors supervise the participants during testing and are responsible for upholding exam integrity. HFMA requires this person be manager-level or above, AND at least one level above the highest-level participant taking the exam. Direct reporting relationships between proctor and candidate are highly discouraged. HFMA prefers that Proctors be HFMA members but this is not a requirement. HFMA suggests one (1) Proctor for every group of twenty (20) participants (maximum). 3.1 Program Overview CRCR is a credentialing program which consists of an online, interactive study guide and proctored, timed credentialing exam developed by HFMA and supported by the MC Strategies learning management system. The CRCR Program validates knowledge of the healthcare revenue cycle arena for revenue cycle staff and associated departments. Upon successful completion of the exam, participants earn the designation CRCR. 3.2 Your Role You have been chosen to serve as a Proctor in the delivery of the CRCR examination. The bulk of the proctor s responsibilities are executed on examination day however there are a few preparatory and follow-up activities involved. In order to maintain the validity and confidentiality of the examination and integrity of the CRCR designation, you are asked to follow these policies and procedures. 3.3 Policies 1) Once assigned, each proctor should make arrangements with his/her Organizational Administrator ( OA ) regarding his/her availability to administer the test(s). If a scheduling conflict arises after an exam day and time are confirmed, the proctor should notify the OA as soon as possible. 2) The proctor must uphold the confidentiality of every HFMA examination and must NOT: a) Divulge the nature or content of any HFMA examination question, clarify or answer any student s question under any circumstances b) Engage in any unauthorized communication during the examination that jeopardizes the integrity of the exam or any student s score. 3) The proctor must remain in the room for the entire exam (3 hours). If a proctor needs to leave, it should only be for a brief period of time. During this time, a substitute proctor must be engaged. The HFMA s Credentialed Revenue Cycle Representative Program Page 15

16 substitute proctor must be at least one level above the students. If a Manager or Director is taking the exam, the substitute proctor should be from a different department to avoid conflict of interest. Serving as a proctor for your direct reports is highly discouraged. 4) The proctor may assist students with computer problems (loss of internet connection, screen locking up) should one arise during the exam. If the problem is with the computer, contact the facility s designated IT exam support. Your OA should have arranged for someone to be present or be on call. If the problem is with the exam site, contact your MC Strategies Client Service Representative directly. If this person is unavailable, any of the representatives should be able to help you. 5) Proctors are not allowed to obtain the CRCR after being designated a proctor. 3.4 Procedures The Day Before the Exam 1) Confirm testing location and time (your OA will be able to confirm this for you) 2) students to remind them of exam location and time. Joe: I recommend the OA do this to maintain control. This is also a lot for proctor if they have 20. If a student needs to cancel, see your OA for a possible replacement. I recommend candidate notify. Notify all confirmed students of the need to bring a valid photo ID (employee badge or driver s license), a calculator (can not be on a cell phone), and writing utensil. Cell phones and/or other recording devices are not permitted in the testing room. I recommend these directives come from OA more of an organizational authority to them. 3) Prepare to bring the following: a) List of students (for check-in) you are scheduled to proctor that day b) Writing utensil c) Pad of 8 ½ x11 paper (for students scratch paper) collect afterwards. d) Your LMS username and password (You will be logging in to launch the exam links for the students. This can only be done the day of the test.) e) Phone number of your facility s IT representative f) Phone number of MC Strategies client services group 4) Obtain the contact information for your IT support and your MC Strategies Client Service Representative. Your Organizational Administrator should be able to provide this information to you in advance. HFMA s Credentialed Revenue Cycle Representative Program Page 16

17 The Day of the Exam 1) Obtain keys for computer lab, if necessary. 2) Arrive at testing location at least minutes in advance of exam start time and start-up the required number of computers, in addition to one for yourself. Make sure all computers are working and open the LMS log-on page at each terminal. (It helps to have a few additional computers ready, should a student have issues with his/her terminal.) Joe Question: does the exam provider have a reconnect function should a candidate disconnect? We need to be able to reconnect a candidate at the point where they fell-off. The proctor needs to know how to handle this situation as it is somewhat nerve wracking for candidates. This reconnect feature also needs to record how much time has elapsed so a candidate doesn t get extra time in restarting. 3) As students arrive, check each student in by verifying his/her identity against a valid photo ID (employee badge or driver s license). Check his/her name against your list of students you have scheduled for the exam that day. 4) Distribute 2 pages of 8 ½ x11 scratch paper to each student at check-in. Instruct students to write their names on top of each page. Notify students of the need to submit both pages of scratch paper before they leave the room. 5) Launch the exam for a group of students by following this process: a) At one of the available computer terminals, log-in to the LMS using your proctor ID and password. b) Upon reaching your personal page, click on Exam Proctor Utilities or My Exam Utilities. c) Sign the Proctor Affidavit by clicking on the box and the Accept button at the bottom of the screen. d) You will then see a list of students in your organization. Find every student who is present for testing in the list. Confirm you have the right person and click the box next to his/her name. Click the unlock button at the bottom of the screen. You will receive a prompt asking you to confirm this action. Click OK. This will unlock the exam for the students. Please note: If you have accidentally unlocked an exam for a student not present, please contact your MC Strategies Client Service Representative to correct this issue. e) Log-out when finished. 6) Instruct each student to log-in to the LMS with his/her username and password. Upon reaching their Personal Page, the students should click on the My Elearning Lessons button. There, they should see the following link: HFMA Credentialed Revenue Cycle Representative Exam. Ensure all students HFMA s Credentialed Revenue Cycle Representative Program Page 17

18 can see the link. If so, have them click on it. (If not, follow the instructions above for unlocking the exam. When you reach the list of students, verify that student has an unlock symbol next to his/her name.) Students should agree to the Student Affidavit and review the Student Instructions. Have students STOP at the Student Instructions before continuing. 7) Before they click Start My Exam, use the following information to set their expectations on what to do at the end of the exam (since they will likely finish at different times). a) After they see the message about their results, please have them complete the brief evaluation at the end of the exam. i) For those who do not pass, the evaluation will be the last screen and the students can then log-out. ii) For those who pass, the certificate will be the last screen and they can then log-out. Passing students are asked to verify their name on their certificate before they leave the room. The certificate will be available for printing the next time they log-in to the site. (We ask they do this so as not to disturb other students still testing.) Tell students to log-out before they leave and to return their 2 pages of scratch paper. 8) Instruct students to start their exams. 9) Monitor students throughout exam and troubleshoot issues with exam functionality (loss of internet connection, program locking up, etc) if necessary. Contact facility IT support or MC Strategies client services group, as necessary. Note: MC Strategies can help extend examination time if needed. Once the situation has been corrected, the student will be able to return to the question on the screen prior to the technical issue. Joe: add what the proctor is expected to do, e.g. you will be required to relaunch the exam, reenter passwords, etc. 10) Before students leave, collect their scratch paper. Ensure you have both pages with the student s name. 11) After the last student has left the room, log out of the LMS program (if the student has not already done so) and shut down all computer terminals. 12) Take all scratch paper with you and lock the computer lab. 13) Shred all scratch paper in your possession when you return to your desk. If you are not able to destroy these pages immediately, please lock them in a secure location until you are ready to do so. 3.5 Proctor Affidavit After logging in to the exam site, you will be asked to electronically sign a Proctor Affidavit. Please read this in advance of examination day. HFMA s Credentialed Revenue Cycle Representative Program Page 18

19 Please read the following statements carefully and indicate your understanding and agreement by clicking the "Accept" button. 1. Role as Proctor: I hereby apply to the Healthcare Financial Management Association ("HFMA") to serve as Proctor for HFMA's Credentialed Revenue Cycle Representative ("CRCR") examination in accordance with and subject to the procedures and regulations of HFMA. I have read and understand the Proctor's Policies and Procedures pertaining to the CRCR examination, as set forth in HFMA's Revenue Cycle Credentialing Program. I agree to disqualification from proctorship and to denial of future eligibility to proctor any HFMA examination in the event that I violate any of the policies or procedures governing proctoring an HFMA examination. I authorize HFMA to make whatever inquiries and investigations it deems necessary to verify my credentials and my professional standing. 2. Security and Confidentiality of Materials: All testing materials, including but not limited to examinations, parts of examinations, and individual examination items (Joe: these should NOT be in the proctor s possession., (the "Confidential Information") must be kept confidential and secure. While these materials are in your possession, they must be locked in a secure location, with access controlled only by you. Unless specifically authorized, you may not make copies of, discuss, disclose, or otherwise disseminate, or assist or permit others to copy, discuss, disclose, or otherwise disseminate, any Confidential Information and you may not to use the Confidential Information for any purpose whatsoever except directly in connection with your service as a Proctor. Neither the contents of these testing materials, nor the fact that you have them in your possession, should be discussed or otherwise revealed to unauthorized persons. Further, your promise of confidentiality will be in effect during the tenure of your service as a Proctor and at all times thereafter, and is enforceable by law. At the completion of your service as a Proctor, or sooner if requested by your Organizational Administrator, you must return to your Organizational Administrator any and all copies of the Confidential Information and any additional information or materials must be submitted by the author of the item. Examples of such materials include photographs, video or audio tapes, digitized images, tables, charts, diagrams or illustrations. 3. Liability for Nondisclosure of Materials: I understand that the unauthorized retention, possession, copying, distribution, disclosure, discussion, or receipt of the Confidential Information, in whole or in part, by written, electronic, oral or other form of communication, including but not limited to ing, copying or printing of electronic files, and reconstruction through memorization and/or dictation, before, during, or after an examination, is strictly prohibited. I further understand HFMA s Credentialed Revenue Cycle Representative Program Page 19

20 that such activities violate HFMA's proprietary rights, including copyrights, and may subject me to legal action resulting in monetary damages. 4. I hereby agree to indemnify and hold harmless HFMA, its officers, directors, members, examiners, employees, and agents, from any lawsuit, complaint, claim, loss, damage, cost or expense (including attorneys' fees) arising out of or in connection with any action or omission by me in connection with my proctoring of any HFMA examination. BY CHECKING THE BOX TO THE LEFT AND CLICKING ON THE BUTTON ON THIS PAGE MARKED "ACCEPT", I ACKNOWLEDGE AND AGREE THAT I HAVE READ AND UNDERSTAND ALL OF THE ABOVE CONDITIONS, TERMS, POLICIES, PROVISIONS, DISCLOSURES AND DISCLAIMERS, AND THAT I EXPRESSLY AGREE TO BE LEGALLY BOUND BY THEM. <<ACCEPT BUTTON>> HFMA s Credentialed Revenue Cycle Representative Program Page 20