EMS Basics
One place to house the tools and resources related to anything EMS so we meet our requirements.
What is the Nexus site?
The best place to find our job aids
What is the UMR Index?
Positive feedback on product or staff
What is a compliment?
PHI/PII documents, Job Aids in word format, shouldn't be saved here
What is Desktop?
These numbers help you know you are meeting the needs of your customers and how your are doing in your role (quality, productivity, voice of the customer).
What are metrics
Optum's quality management system
What is EMS?
Allows employees to create, update and approve documents promoting best practices through the documentation of business activities.
What is the purpose of Document Management -Atlas?
Used to address issues, complaints, CAPAs or compliments.
What is the Purpose of Compass?
Complaints regarding claims, benefits, quality of care
What are invalid complaints that we don't submit.
Document that provides proof that employees are trained and competent to perform their jobs successfully.
What is a training record?
1) Increase Customer Focus
2) Improve Operating Discipline
3) Create value within products and services through repeatable and measurable processes
What are the 3 Quality Principles?
Find your departments ORG chart, find, edit or create documents.
Things that can be done in Atlas
A record of written or verbal dissatisfaction with an Optum product, program, service or staff.
What is a VALID complaint?
Keeps track of your skills, certifications, licenses in GSS.
What is professional profile
This is checked off in trainings, 1:1s with supervisor, audit tools, and error reports to ensure you can perform duties assigned in your role
What is how we establish competency?
Optum is committed to delivering products and services that fully meet the expectations of its customers at all times. This commitment is fulfilled through disciplined adherence to and continual improvement of the Enterprise Management System (EMS).
What is the Quality Policy Statement
Controlled documents are required to be reviewed how often from the Last Published Date.
What is annually?
A problem or non-conformance that may be isolated or meets criteria explained in the Issue Management System, (CAPAs - entered by management).
What is an Issue
States the purpose of the job, where the job fits into the organization, main accountabilities and responsibilities and key tasks to complete.
What is job profile
MyLearning, depending on work area could be- SharePoint folder, Shared Drive, check with manager
What is location of your training records
An International Standard that specifies requirements for a quality management systems.
What is ISO 9001?
The highest level of documentation stored in Nexus that defines the governing principles of EMS
What is the Policy Manual?
Is submitted by management only when a actual or potential issue is identified for your business area for preventive action or corrective action.
What is a CAPA ?
Achieve customer satisfaction by meeting or exceeding customer requirements
What is the overall goal of the EMS?
Document that shows how you are measured for performance and location of your metrics
Personal tracker, depending in your work area, check with manager