Project
byREQUEST Manual – BAAA (BlueAdvantage Administrators of Arkansas) Reports section for Blue Cross Blue Shield (BCBS)

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Program Objective 
This manual demonstrates how I meet the following program objectives:

• demonstrating mastery of my craft through attention to detail

• analyzing a wide range of rhetorical situations and creating documents that will work best in each particular situation

• understanding the history and major theories of my profession; knowing how the rules of my craft were shaped and how they are changing

• participating in the profession beyond the classroom 

• conducting myself as a professional at all times, representing the profession well

 

This is a manual that I wrote for Blue Cross, and I wanted to showcase a manual that follows the style guide I created. At my job, I am able to apply a lot of the technical writing theories and principles that I’ve learned in school. Also, I started working at Blue Cross when I started my M.A. program, so I wanted to include something that I’ve worked on there. 

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Context
byREQUEST® is an automated report publisher and file mover designed to interface with and provide electronic distribution from any Enterprise-level computer. This documentation is for the Financial Services division of BCBS and  explains how to create byREQUEST reports using the BAAA (Blue Advantage Administrators of Arkansas) reports received from ITS (Interplan Teleprocessing System) team. This manual follows the style guide that I created for Blue Cross Blue Shield. 

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Audience
This manual was written for the Claims Payments & Refunds team in the Financial Services division at Blue Cross. This manual will be used by the Non-Risk Billings team and possibly other teams in our division. 

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Process
I received notes on this process from the Claims Payments & Refund team. I am not able to access the byREQUEST system. So my job was to take the notes I received, create a manual, and return that manual to the Claims Payments team for them to test the procedures to ensure accuracy.

 

Thankfully, the notes I received on the process were already typed up in Word, but they were over 100 pages long and consisted of bright pink font and terrible graphics. I was able to condense the document down to about 70 pages, which includes the 40 pages regarding the BAAA reports. The condensing process was difficult because I had to use page number cross-references to eliminate pages of repeating information. 

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Since I don’t have access to this software on my computer, I am currently in the process of waiting for someone from the Claims Payments & Refunds team or the Non-Risk Billings team to test the process with them so I can make sure all of the procedures are accurate. This is why the document is still in "draft" mode. If I am not able to sit with someone, they will just test the steps themselves and let me know what needs to be changed.