Knowledge Base Basics

Purpose:

Knowledge Base is Recover Health's repository for all processes and accessible by all Recover Health employees 24/7 on the web from any device.  

Processes are organized into articles stored by the role(s) performing that part of the process. Employees play one or more roles depending on the branch size.  

There are three objectives of Knowledge Base. First, by using the general and role specific training logs, we ensure every new employee gets a similar baseline understanding of company wide and role specific expectations.

Second, the only thing constant is change. Regulations, policies, and technology rapidly change. We ensure existing employees have a place to go to observe changes to the previously mentioned processes.  

Third, this also means that all company training and support on process should occur from a Knowledge Base process.  Consistency across 31 branches and 1500 employees start with consistent training.  Knowledge Base attempts to take some of the variation of different trainers out of the picture.

Measurement:

  1. Users are able to access content they need as part of their new employee training or for education as processes change

Video:

9 Minute Introduction - Quick Overview

29 Minute Presentation - Detailed Explanation 


Process:

NOTE: For new employees, please ensure they can login and navigate themselves.

  1. Definitions:
    1. Knowledge Base: Website to store any content related to Recover Health's process, training or education
    2. Article: A piece of content (process, training, video, form etc) that is found inside the Knowledge Base
    3. Preparation / Setup: The preparation process for a new hire or rehire performed by the supervisor of the new employee or delegate
    4. Training Log: A printable list of tasks and linkable topics to naturally flow a manager and employee through training regardless of how content is organized
    5. Categories: Similar to a folder but a collection of articles.  Different from a folder because a single article can be part of more than one Category.
  2. How to Access:
    1. Visit https://docs.recoverhealth.org in your web browser (any device)
    2. If asked, login with your MyPC username and password (same information as your email or computer login/password)
  3. Article Storage and Format
    1. Content is stored for two common use cases:
      1. New Employees or Rehire Content is found under New Hire
        1. Preparation for a New Hire / Rehire:
          1. Follow General New Hire Setup (Step 1)
          2. Follow the New Hire Preparation <Role Name> New Hire Preparation under New Hire Preparation (Example Step 2)
            1. Not all roles will have a preparation process.  If it is not found, follow existing processes.
        2. Training New Hire / Rehire:
          1. Follow the General Orientation Training Log (Step 1)
          2. Follow the New Hire Preparation Orientation <Role Name> Training Log found under New Hire Orientation (Example Step 2)
            1. Not all positions currently have a Role specific Training Log. If it is not found, follow existing processes.
      2. Existing employees that are looking for a refresher on existing processes can search or use the category navigation on the left.
    2. Outside of New Hire Preparation and Orientation, articles are organized by who is performing the primary job.
      1. Example 1, while the Clinical Manager is responsible for attending the Daily Stand-up branch meeting, the meeting is found under meetings in the Administrator role.
      2. Example 2, while the Case Manager is responsible for creating a plan of care, the Clinical Manager also needs to know how to perform the task
    3. When process awareness is required by other roles not performing the role:
      1. The training log for the role will link to the articles
    4. When branch variation or size has someone in one role also performing another role:
      1. An employee may need to be trained on multiple training logs
      2. Example 1: A TC may be operating in both a Medical Records role and Scheduling role.  They would be trained to both training logs
  4. Supervisors and Managers will assist New Hires with Knowledge Base access and can help navigate them to their General Orientation and role specific training logs
    1. All Employees will walk through the General Orientation Training Log (Step 1 below)
    2. Role specific Training Logs (when available) will be walked through after General Orientation is complete (Example Step 2 Below)
  5. Existing Staff can use the search bar or navigate to content by clicking the blue arrows next to the roles and categories on the left:
  6. Navigation of Categories can be done using the left side or the right side of the page.  The content is the same between them:
  7. Print email or create a PDF using the links at the top
  8. When applicable, the purpose of the article will also link to a policy or regulation
  9. Videos may be embedded.  Review the screen shot below to observe how to play, adjust sound or make a video full screen
  10. The written process is the final portion of the article
  11. Inside an article, the knowledge base will frequently link to other articles to break down a process into bite-sized chucks of content.  When clicking a link (purple), it will bring you to a new webpage but you can use the back button on your browser (red circle) to return:
  12. At the bottom of every article you can:
    1. See links to potentially related articles
    2. Rate an article on it's quality
    3. Leave a comment to help technical writers keep processes up to date if you find it is outdated or unclear
      NOTE: Urgent questions should be directed to your mentor, supervisor or support team rather than comments in the article.
  13. Double underlined text in a process means it is a glossary term.  Put your mouse on it (on a computer) or click the link to see a pop-up explaining the glossary term
  14. When searching you will be presented a list of options you can select immediately or click enter to go to search results
  15. When searching, the user can filter content before or after search:
    1. Filter before by clicking on the refine box to the left of search and click which areas of knowledge base you want to search
    2. To search after, hit enter on the search to bring up the search results and filter using the check boxes on the left.  Make sure to hit the "Refresh results" link above the categories when you are ready to search:
  16. When complete, there is no need to log out.  Close the web browser.