Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare

Transcription

1 Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare INSTALLATION GUIDE Pega Customer Relationship Management for Healthcare 7.31

2 2017 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service marks are property of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or editorial errors or omissions contained herein. Pegasystems Inc. may make improvements and/or changes to the publication at any time without notice. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This document is the property of: Pegasystems One Rogers Street Cambridge, MA USA Phone: Fax: DOCUMENT: Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare Installation Guide SOFTWARE VERSION: 7.31 PUBLISHED: Tuesday, November 21, 2017 Feedback If you have suggestions or comments for how we can improve our materials, send an to AppDocBug@pega.com.

3 CONTENTS Prerequisites 4 Backing up your system 6 Installing the application 7 Importing the application bundle 7 Optional: Importing the JAR file for Pega Clinical Interaction Manager 8 Installing the JAR file for Google Maps 9 Re-indexing data instances for Pega Customer Service for Healthcare 10 Optional: Installing the sample data for Pega Customer Service for Healthcare 10 Optional: Installing the sample application and sample data for Pega Sales Automation for Healthcare 11 Operator accounts 11 Enabling operator accounts 12 Verifying your application 13 Verifying the installed rulesets for Pega Customer Service for Healthcare 13 Verifying the installed rulesets for Pega Sales Automation for Healthcare 15 Verifying the Pega Customer Service for Healthcare installation 18 Verifying Member Services 18 Verifying Provider Services 19 Verifying Patient Services in Clinical Interaction Manager 20 Verifying Provider Services in Clinical Interaction Manager 20 Verifying the Sales Automation for Healthcare installation 22 Pega Customer Relationship Management for Healthcare Installation Guide 3

4 Prerequisites Prerequisites Pega Customer Relationship Management for Healthcare is a product suite that includes the Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare applications. Pega Customer Relationship Management for Healthcare provides a single installer for both of the components, but the applications are licensed separately. Before you install the applications, make sure that you complete all of the following tasks: 1. Consult with your database administrator to determine whether the install process can make automatic changes to the database schema or if the database administrator will manually apply the DDL files that include schema changes. 2. Install Pega and verify your installation. For additional information, see your installation guide on the Deployment Guides page. Apply any required hotfixes to the Pega Platform before proceeding with the application installation. For a list of required Pega Platform hotfixes for Pega Customer Relationship Management, see the Pega Customer Relationship Management Hotfixes page. 3. Update the Pega Platform online help to the latest version from the Online Help Files section on the Pega Platform Update page. After you download the latest prhelp.war file, deploy it in your Pega Platform installation before continuing. For deployment information, see the guides on the Deployment Guides page. 4. Install and verify Pega Foundation for Healthcare 7.31 (previously known as Healthcare Industry Foundation). For additional information, see the Pega Foundation for Healthcare Installation Guide on the Pega Foundation for Healthcare product page. 5. Install the application bundle which includes both Pega Customer Service 7.31 and Pega Sales Automation Verify only the application that you are using. For information, see the Pega Customer Service and Pega Sales Automation Installation Guide on the Pega Customer Service product page and the Pega Sales Automation product page. Apply any hotfixes that are required to support Pega Customer Relationship Management For the list of the required hotfixes, see the Pega Customer Relationship Management Hotfixes page. 6. Optional: If you are using Pega Clinical Interaction Manager, install Pega Care Management 7.31 as documented in the Pega Care Management Installation Guide on the Pega Care Management Pega Customer Relationship Management for Healthcare Installation Guide 4

5 Prerequisites product page. Apply any hotfixes for this application that are required to support the Long Name application before continuing with the installation. For the list of required hotfixes, see the Pega Care Management Hotfixes page. 7. Optional: If you are using ruleset validation, ensure that you update ruleset prerequisites and access groups for all the applications that you are upgrading. For additional information, see About ruleset validation. Pega Customer Relationship Management for Healthcare Installation Guide 5

6 Backing up your system Backing up your system Back up the database, your application files, and Pega Platform in case you need to restore your system. Note: The deployment process modifies both the data schema and the rules schema. Use a backup procedure that preserves both schemas. 1. Verify that all rules are checked in. 2. Shut down the Pega Platform application server. 3. Use your database utilities to complete an offline back up of the Pega database. 4. Back up the configuration and environment files. If you edited any of the following Pega Platform configuration files in the APP- INF\classes directory of an EAR deployment or the WEB-INF\classes directory of a WAR deployment, include these files in the backup: prbootstrap.properties prconfig.xml logging file: prlogging.xml or prlog4j2.xml web.xml pegarules.keyring or any other.keyring files 5. Back up any third-party or custom JAR files that you installed. Redeploying the Pega Platform applications might delete these from your application server. Pega Customer Relationship Management for Healthcare Installation Guide 6

7 Installing the application Installing the application Follow these steps to install the application and sample data, reindex data instances, and enable the operator accounts: 1. Importing the application bundle 2. Optional: Importing the JAR file for Pega Clinical Interaction Manager 3. Installing the JAR file for Google Maps 4. Re-indexing data instances for Pega Customer Service for Healthcare 5. Optional: Installing the sample data for Pega Customer Service for Healthcare 6. Optional: Installing the sample application and sample data for Pega Sales Automation for Healthcare 7. Operator accounts 8. Enabling operator accounts If you are using Pega Marketing with Pega Sales Automation for Healthcare or Pega Customer Service for Healthcare, or both, follow the procedures in the Pega Marketing Installation Guide on the Pega Marketing product page and see "Configuring your applications for Pega Customer Relationship Management" in the Pega Marketing Implementation Guide on the Pega Marketing product page. Importing the application bundle You complete this step to load the system data and rulesets for Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare. You also import the Microsoft Excel library files to use the Import Census feature in Sales Automation for Healthcare. When you follow this procedure, it also loads the sample application for Pega Customer Service for Healthcare. To load the sample data in the application layer, see Optional: Installing the sample data for Pega Customer Service for Healthcare For information on the sample application and sample data for Pega Sales Automation for Healthcare, see Optional: Installing the sample application and sample data for Pega Sales Automation for Healthcare. Pega Customer Relationship Management for Healthcare Installation Guide 7

8 Installing the application 1. Log in to the Pega Platform ( by entering and the password that you specified when you installed this server. 2. Click Designer Studio > Application > Distribution > Import. 3. Click Choose File and select the Rules\PegaCRMHC_731.jar file from your distribution media. 4. Click Next to upload the JAR file. 5. Click Next to import the JAR file containing rules and other objects. The import process is completed when the progress bar reaches 100%. 6. Verify the total error count. If there are no errors, click Done. 7. Click Designer Studio > Application > Distribution > Import. 8. Click Choose File and select the ResourceKit\CensusTools.jar file. 9. Repeat steps 4 through Resolve any errors. If you are unable to resolve them, post your questions to Pega Product Support Community. 11. Apply any required hotfixes to the Pega Platform before proceeding with the Long Name application installation. For a list of required Pega Platform hotfixes for Long Name, see the Customer Relationship Management for Healthcare Hotfixes page. Optional: Importing the JAR file for Pega Clinical Interaction Manager You import this JAR file so that the cases from Pega Care Management function correctly and interactions are enabled between Pega Customer Service for Healthcare and Pega Care Management. Note: Perform this task only if you are installing Pega Clinical Interaction Manager in Pega Customer Service for Healthcare. If you start using this application at a later date, you need to perform this task. Pega Customer Relationship Management for Healthcare Installation Guide 8

9 Installing the application 1. Click Designer Studio > Application > Distribution > Import. 2. Click Choose File and select the Rules\PegaCSHCWithCIM_731.jar file from your distribution media. 3. Click Next to upload the JAR file. 4. Click Next to import the JAR file containing rules and other objects. The import process is completed when the progress bar reaches 100%. 5. Verify that no errors have been reported. If there are no errors, click Done. 6. Resolve any errors. If you are unable to resolve them, search or post your question to the Pega Product Support Community. 7. Because Pega Customer Service for Healthcare uses APIs to run certain Pega Care Management service cases, you must update the api Service Package rule. Perform the following steps. a. In the Designer Studio header search text field, enter api and then select Exact Match in the Contains field. b. Locate the Service Package item and click Api in the Name column. c. On the Edit service package page, verify that the Authentication Type list is set to Basic. d. Clear the Use TLS/SSI (REST only) check box. e. Click Save. Installing the JAR file for Google Maps Google Maps is used in a variety of cases to indicate a location in both Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare. 1. Click Designer Studio > Application > Distribution > Import. 2. Click Browse and select the ResourceKit\Google.jar file to upload it from your distribution media. 3. After the file is uploaded, click Next to import the file. Pega Customer Relationship Management for Healthcare Installation Guide 9

10 Installing the application 4. Follow the on-screen instructions. 5. To get and configure the Google API key, see Using the Address Map control. Re-indexing data instances for Pega Customer Service for Healthcare Some of the Pega Customer Service for Healthcare service cases use the Pega-provided Lucene search. To get the correct results, you need to re-index the data instances. Note: Perform this task only if you are using Pega Customer Service for Healthcare. If you start using this application at a later date, you need to perform this task. 1. Click Designer Studio > System > Settings > Search to re-index all the data instances. 2. In the row where the Index type column displays All data, click Re-index. 3. Click Submit. Optional: Installing the sample data for Pega Customer Service for Healthcare Pega Customer Service for Healthcare uses sample data to run the sample application, which is part of the software. You can use the sample data to see how the software works. Prerequisites If you are installing sample data for both Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare, install the sample data for Pega Customer Service for Healthcare before you install the sample application and sample data for Pega Sales Automation for Healthcare. To install the sample data for Pega Customer Service for Healthcare, follow these steps: 1. Click Designer Studio > Application > Distribution > Import. 2. Click Browse and select the CSHCSample.jar file to upload it from your distribution media. 3. After the file is uploaded, click Next to import the file. 4. Follow the on-screen instructions to upload and import the sample database files. Pega Customer Relationship Management for Healthcare Installation Guide 10

11 Installing the application Optional: Installing the sample application and sample data for Pega Sales Automation for Healthcare Install the sample application and the sample data so that you can see how the software works. Prerequisites If you are installing sample data for both Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare, install the sample data for Pega Customer Service for Healthcare before you perform this task. To install the sample application and the sample data for Pega Sales Automation for Healthcare, follow these steps: 1. To install the sample application, click Designer Studio > Application > Distribution > Import. 2. Click Browse and select the SampleDB\SAHCSample.jar file to upload it from your distribution media. 3. After the file is uploaded, click Next to import the file. 4. Follow the on-screen instructions to upload and import the sample database files. 5. To install the sample data so that you can preview features such as sales widgets in the portals, click Designer Studio > Application > Distribution > Import. 6. Click Browse and select the SampleDB\SAHCSampleData.jar file to upload it from your distribution media. 7. Repeat steps 3 and 4 to complete the sample data installation. Operator accounts The operations that you can perform in Pega applications are based on a user's operator role. For convenience, both Pega Customer Service for Healthcare and Pega Sales Automation for Healthcare include a variety of Pega operators. However, for security purposes they are disabled when you Pega Customer Relationship Management for Healthcare Installation Guide 11

12 Installing the application install this release. To log in and use the access rights of any operator in these products, an application administrator must enable that operator account. Minimally you need to enable the CSHCSysAdmin and SPMSysAdmin operator accounts that you use to verify the installation and perform the tasks in the Pega Customer Service for Healthcare Implementation Guide and the Pega Sales Automation for Healthcare Implementation Guide. If you are accessing the Pega Sales Automation for Healthcare application layer during implementation, you need to enable the SPMSampleSysadmin operator account. If you are using Clinical Interaction Manager, you need to enable the CIMManager operator account. For additional information, see Enabling operators. Enabling operator accounts 1. Click Designer Studio > Org & Security > Authentication > Operator access. 2. In the Disabled operators section, click the link for the Pega-provided operator that you want to enable. 3. On the Edit Operator ID page, on the Security tab, select the Force password change on next login check box and then clear the Disable Operator check box. 4. Select Update password. 5. In the Change Operator ID Password window, enter a password that conforms to your site standards and then click Submit. 6. Click Save and then close the page. 7. On the Organization and Security: Operator access page, repeat steps 3 through 7 for each operator that you want to enable. Pega Customer Relationship Management for Healthcare Installation Guide 12

13 Verifying your application Verifying your application You need to verify rulesets, built-on applications, sample data if you installed it, and your installation. Make sure that you enable the operator account that is required for verification. See Enabling operator accounts Follow these procedures: Verifying the installed rulesets for Pega Customer Service for Healthcare Verifying the installed rulesets for Pega Sales Automation for Healthcare Verifying the installed rulesets for Pega Customer Service for Healthcare The following section lists the highest level ruleset versions that are loaded by the installation process. Verify that your system includes these ruleset versions. 1. Log in to the application by entering the CSHCSysAdmin operator ID that you enabled and the password that you specified. 2. Click Designer Studio > Application > Structure > RuleSet Stack to view and verify the ruleset stack. 3. Open the Pega Customer Service for Healthcare 7.31 application. Verify that the Ruleset section includes the following rulesets: PegaCSHC-Localization:07-31 SAHCforCSHC:07-31 PegaCSHC-ApplicationGuides:07-31 PegaCSHC-Advisor:07-31 CSHC-Dialog:07-31 PegaCPMHCPrv:07-31 Pega Customer Relationship Management for Healthcare Installation Guide 13

14 Verifying your application PegaCPMHCMbr:07-31 CPMHC-Reports:07-31 CPMHC-UI:07-31 CPMHC-PegaNPS:07-31 PegaCPMHC:07-31 CSImportantMessages:07-31 PegaSAHC-Artifacts:07-31 SAHC-UI:07-31 PegaHCSPM-SampleData:01-02 PegaHCSPM:07-31 PegaHCSPM-API:07-31 PegaHC-SAHC:07-31 PegaHC-MedicareExt: Verify that the Built on Applications section includes the following: CustomerService PegaHCFhir PegaHCAGM PegaHCCore Optional: If you installed the Clinical Interaction Manager, open the Customer Service for Healthcare 7.31 application. Verify that it includes the rulesets listed in step 3 and the following rulesets: PegaCSHCWithCIM:07-31 PegaCMACSHCIntegration: Verify that the Built on Applications section for the CSHCWithCIM application includes the Pega Customer Relationship Management for Healthcare Installation Guide 14

15 Verifying your application following: CustomerService CareManagement If your system does not contain the latest rulesets, it indicates that the installation procedure was not completed successfully. Follow these steps: a. Use the Log files tool to review any errors or warnings that occurred. b. If applicable, take appropriate action to correct any existing system conditions that prevented a successful installation. c. After you correct the conditions, import the JAR files again and then verify the rulesets. d. If you cannot correct the conditions that cause the error, restore your system from the backup and see if this corrects the condition. e. If you are unable to resolve the situation, go to My Support Portal to request appropriate assistance. Verifying the installed rulesets for Pega Sales Automation for Healthcare The following section lists the highest level ruleset versions loaded by the installation process. Verify that your system includes these ruleset versions. 1. Log in to the application by entering the SPMSysAdmin operator ID that you enabled and the password that you specified. 2. From the Designer Studio menu, select Application > Structure > RuleSet Stack. 3. Verify that the following ruleset versions are listed: PegaSAHC-Artifacts:07-31 SAHC-UI:07-31 PegaHCSPM:07-31 PegaHCSPM-API:07-31 Pega Customer Relationship Management for Healthcare Installation Guide 15

16 Verifying your application PegaHC-SAHC:07-31 PegaHC-MedicareExt:07-31 PegaSAHC-ApplicationGuides:07-31 CPMHC-Social:07-31 CSHC-Dialog:07-31 PegaCPMHCPrv:07-22 PegaCPMHCMbr:07-22 CPMHC-Reports:07-22 CPMHC-UI:07-22 CPMHC-PegaNPS:07-31 PegaCPMHC:07-31 CSImportantMessages: Verify that the Built on Applications section includes the following: PegaSalesAutomation PegaJHCFhir PegaHCAGM PegaHCCore If your system does not contain the latest rulesets and applications, it indicates that the installation procedure was not completed successfully. Follow these steps: a. Use the Log files tool to review any errors or warnings that occurred. b. If applicable, take appropriate action to correct any existing system conditions that prevented a successful installation. c. After you correct the conditions, import the JAR files again and then verify the rulesets. Pega Customer Relationship Management for Healthcare Installation Guide 16

17 Verifying your application d. If you cannot correct the conditions that cause the error, restore your system from the backup and see if this corrects the condition. e. If you are unable to resolve the situation, go to My Support Portal to request appropriate assistance. Pega Customer Relationship Management for Healthcare Installation Guide 17

18 Verifying the Pega Customer Service for Healthcare installation Verifying the Pega Customer Service for Healthcare installation Based on the components that you installed and the sample data, you can perform the following verification tasks. Make sure that you enable the operator IDs that are required for verification. Verifying Member Services Verifying Provider Services Verifying Patient Services in Clinical Interaction Manager Verifying Provider Services in Clinical Interaction Manager If you are unable to perform the verification tasks, follow these steps. 1. Use the Log files tool to review any errors or warnings that occurred. 2. If applicable, take appropriate action to correct any existing system conditions that prevented a successful installation. 3. After you correct the conditions, import the sample data again and then perform the verification tasks. 4. If you are unable to resolve the situation, go to My Support Portal to request appropriate assistance. Verifying Member Services Run this test case to verify that the Member Services component of Pega Customer Service for Healthcare has been installed correctly. 1. Log in to the application by entering the CSHCSysAdmin operator ID that you enabled and the password that you specified. 2. Click Launch > Interaction Portal. 3. In the Interaction portal, click New > Phone Call - Consumer. 4. On the Search page, in the Member ID field, enter MB and click Search. Pega Customer Relationship Management for Healthcare Installation Guide 18

19 Verifying the Pega Customer Service for Healthcare installation 5. In the search results, click the member instance associated with the active policy PO and click Submit. 6. Ask for the member s date of birth. Select the Date of birth check box and then click Submit. 7. Click Add Task. In the Member column and then click Update Member Profile to change the member's address. 8. In the Addresses section, click the Edit address informationicon to edit the member's address. 9. Update at least one field and click Submit. 10. Click Wrap Up to complete the interaction. Verifying Provider Services Run this test case to verify that the Provider Services component of Pega Customer Service for Healthcare has been installed correctly. 1. In the Interaction portal, click New > Phone Call - Provider. 2. On the Provider search page, in the Provider ID field, enter PC and click Search. 3. In the results, click the provider name that matches the provider ID that you specified. 4. Select the Contact is the selected practitioner check box and click Submit. 5. In the Provider verification section, select a verification check box and then click Submit. 6. Click Add Task. 7. In the Practitioner column, click Update Practitioner Address to change the provider address. 8. In the Select Business Entity section, click one of the business entities and click Submit. 9. Update at least one field and click Submit. 10. Click Wrap Up to complete the interaction. Pega Customer Relationship Management for Healthcare Installation Guide 19

20 Verifying the Pega Customer Service for Healthcare installation You can review the other suggested tasks, but this is not necessary to verify correct installation. 11. In the Finalize the interaction section, complete the fields and then click Submit. Verifying Patient Services in Clinical Interaction Manager Run this test case to verify that the Patient Services component of Clinical Interaction Manager has been installed correctly. 1. Log in to the application by entering the CIMManager operator ID that you enabled and the password that you specified. 2. In the Interaction portal, click New > Phone Call - Patient. 3. On the Consumer Search page, enter MB in the Patient ID field and click Search. 4. In the search results, select the member instance that is associated with the active policy PO and select the Contact is the selected patient check box, and then click Submit. 5. In the Customer verification section, select the verification check box and click Submit. 6. Click Add Task > Program Enrollment, and then click Add tasks. 7. In the Active policy details section, select the policy and click Next. 8. On the Select Program page, select the program and complete other fields, and then click Finish. 9. Click Wrap Up to complete the interaction. 10. In the Finalize the Interaction section, click Submit. Verifying Provider Services in Clinical Interaction Manager Run this test case to verify that the Provider Services component of Clinical Interaction Manager has been installed correctly. Pega Customer Relationship Management for Healthcare Installation Guide 20

21 Verifying the Pega Customer Service for Healthcare installation 1. In the Interaction portal, click New > Phone Call - Provider. 2. On the Provider search page, enter PC in the Provider ID field and click Search. 3. In the search results, click Lisa Binder, select the Is Contact the selected practitioner check box, and then click Submit. 4. On the Provider verification page, select at least one verification check box, and then click Submit. 5. Click Add Task > Program Enrollment and then click Add tasks. 6. On the Select Patient page, in the Search patient field, enter the member name or ID. 7. In the Active policy details section, select a policy and then click Next. 8. On the Select Program page, select the program and other details, and then click Finish. 9. Click Wrap Up to complete the interaction. 10. In the Finalize the Interaction section, click Submit. Pega Customer Relationship Management for Healthcare Installation Guide 21

22 Verifying the Sales Automation for Healthcare installation Verifying the Sales Automation for Healthcare installation If you installed sample data, perform the following steps to verify that the Pega Sales Automation for Healthcare process has completed successfully. 1. Log in to the application by entering the SPMSysAdmin operator ID that you enabled and the password that you specified. 2. Click Launch > Sales Ops to display the portal. 3. Click Companies in the left navigation pane. If you installed the sample data shipped with the application, you see the list of conpanies. 4. Click Agencies in the left navigation pane. If you installed the sample data shipped with the application, you see the list of agencies. 5. Click Territories in the left navigation pane. If you installed the sample data provided by Pega Sales Automation for Healthcare, you see several territories listed. The sample data adds several other territories that are used with the sample agencies, brokers, assistants, and sales operators. 6. If you are unable to perform the verification task, follow these steps: a. Use the Log files tool to review any errors or warnings that occurred. b. If applicable, take appropriate action to correct any existing system conditions that prevented a successful installation. c. After you correct the conditions, import the sample data again and then perform the verification tasks. d. If you are unable to resolve the situation, go to My Support Portal to request appropriate assistance. Pega Customer Relationship Management for Healthcare Installation Guide 22