Application Process Guide Preview

URAC assigns you a Client Relations Manager (CRM) who is your main point of contact.

The CRM offers proactive account management and customer service. As your trusted advisor, the CRM initiates scheduled discussions throughout the accreditation cycle, teaching you about the process, clarifying expectations and timeframes, explaining how to best use available tools and responding to your requests for information and support.

With a detailed understanding of URAC’s accreditation, certification and designation programs, your CRM also notifies you of any changes or updates during your contract and renewal period.

Every interaction with the CRM is documented in our database to ensure we track and resolve all your questions and issues. This helps us improve not only your experience, but also the overall accreditation process.

The CRM is available Monday through Friday from 8:30 a.m. to 5 p.m. EST.

We assign a Lead Reviewer to support you during the Desktop Review and Validation Review.  The Reviewer serves as your clinical and technical expert. During the Desktop Review, the Reviewer analyzes submitted documentation and identifies any gaps or issues. The Reviewer shares specific written feedback and discusses findings with you, offering support and education.

That same Reviewer will conduct the Validation Review, building upon your established relationship to offer continuity throughout the process.

1. Your question might already be answered or addressed in the Resources Page which includes searchable FAQs, all URAC’s resource documents and helpful video tutorials. Please check there first!
2. If you cannot find what you’re looking for, you can contact your Client Relations Manager (CRM) or Reviewer depending on where you are in the accreditation application process.
3. Contact your CRM for questions about administrative issues, application instructions, customer service or technical support.
4. Your CRM is available Monday through Friday from 8:30 a.m. to 5 p.m. EST.
5. URAC documents every interaction with the CRM to ensure we resolve all your questions and issues. This helps us improve not only your experience, but also the overall accreditation process.
6. If you have questions about program standards or related issues during the Desktop Review or Validation Review, contact your designated URAC Reviewer via email.
7. For technical support with AccreditNet, check the User Guide, the All You Need to Know page or contact the Help Desk.
8. Need help with a specific program standard prior to meeting with your Lead Reviewer? Try reviewing the Program Accreditation Guide first. If that does not sufficiently address your question, you can submit an Interpretive Inquiry. The POC or other company representative can ask for clarification or explanation using this form. Please note that a URAC Reviewer will respond to your inquiry in writing within five business days.

We email you the most the current version of your program standards; they are also available via AccreditNet.

You find the Standards At-A-Glance on the Accreditation Program page on our website.

• Process overview
• Scoring summary
• Defined standards

The crosswalk is a detailed table comparing any deviation in standards from the most recent previous version to the current version.

Please use the Request Program Guide and Crosswalk form to request the most recent version of your program’s Guide and Crosswalk (if applicable). Your request will be addressed within three (3) days.

The Validation Review agenda, sent to you prior to the review, includes interview topics and lists all materials needed to prepare you for file and documentation review.

• Tips on how to prepare for a successful onsite review
• Overview of onsite review topics
• List of information and materials needed to conduct the review

Accreditation provides a framework of standards to guide your quality health care organization. The process is most successful when the whole organization is involved and invested, and key subject matter experts are actively engaged in the application submission.

Tips From URAC Reviewers:

• Review the standards and interpretive information in the Program Accreditation Guide first so you can determine your ability to address the application requirements and dedicate resources needed for the project
• Develop a defined project management plan
• Hold an accreditation application ‘kick-off’ meeting with all staff involved in the accreditation application
• Ensure assigned staff are well-informed about the process, understand their roles and have the resources they need to support the POC, including the latest standards and Accreditation Guide
• Distribute the applicable standards to departmental subject matter experts and have them provide documented evidence of compliance for the standard/element(s)
• Build capacity among your team—AccreditNet allows for multiple users, so while your POC submits the final application, other staff can access the system to upload documentation and attend training webinars
• Share applicable standards with your Human Resources Department or the team responsible for staff/personnel files so that they are well prepared for Validation Review activity
• Establish an ad hoc Quality Management Committee and/or policy approval process to address accreditation preparation activities that require a quick turnaround time, such as policy review and approval, review of performance metrics, evaluation activities and RFI submissions
• Establish clear team member roles and identify back-ups to assist when needed
• Communicate accreditation information, deadlines and expectations in a clear and concise manner

URAC offers many opportunities to learn throughout the phased accreditation process. Take advantage of these educational resources before submitting your documentation. Some of the most important resources in your application toolkit are your Program Accreditation Guide (available under your secure AccreditNet log in), AccreditNet User Guide and AccreditNet All You Need to Know short tutorials.

From URAC Reviewers:

• The Program Accreditation Guide, under your secure AccreditNet login, helps you understand the intent of URAC standards and outlines the evidence required to meet expectations
• There are several helpful webinars on the URAC website and on-demand platform available for applicants — don’t forget to share them with your colleagues responsible for gathering documentation
• Before you start working in AccreditNet, carefully read the Program Accreditation Guide including interpretive information
• Share the Program Accreditation Guide with the departments in your organization responsible for specific standards
• If you need additional clarification or support, your assigned Reviewers will be available to provide information and examples

You will upload documents to demonstrate compliance with each standard element.  The review of these documents and the subsequent “scoring” of compliance is referred to as the Desktop review.  Once the POC submits all documentation, your application progresses to the Desktop Review phase. The assigned Reviewer will schedule an introductory call with the POC and other staff you include to answer questions and provide expert guidance and support.

From URAC Reviewers:

• Cite evidence of compliance either within the document itself or by using the Citations Text Box on the application instrument—documents without citations will be scored as “Not Met” during the Desktop Review.
• Try to upload one document for each element—most elements can be met during the Desktop Review with just one document that has proper citations.
• When we score a standard as “Not Met,” we provide information on why it did not meet the intent of the standard and provide guidance on what additional or revised information is necessary to achieve compliance—that could include a revised P&P, supplemental policy, committee meeting minutes or applicable reports
• It is important to clearly cite evidence of compliance within uploaded documentation to demonstrate you meet program standards because we look for those specific citations whether they are in a policy, documented process or even a set of meeting minutes
• Establish and communicate a consistent documentation citation method that includes the exact location of evidence of compliance (paragraph and section)

We’ll send you a Validation Review (VR) Agenda about a month prior to the onsite visit. It includes the timed agenda, list of files to send to your Reviewer and tips for a successful visit.

From URAC Reviewers:

• Carefully review the agenda packet—it contains a wealth of great information and guidance for the day of the review
• Ensure you have all the information listed in the Validation Review agenda ready and available, including credentialing information.
• One client hyperlinked all required document within the VR agenda itself, making it easy for the client and URAC review staff to review the required documentation.
• Conduct practice interviews and mock audits using the information covered in the agenda. This can help identify any gaps prior to the review. You can then develop a corrective action plan and inform the Reviewer about it in advance of the Validation Review.

In this webinar, URAC leaders will show you people, processes, and technologies available to help you and your team be successful along all parts of the accreditation process. There will be plenty of time to answer your questions throughout the webinar and you’ll leave feeling more confident in your ability to serve as your organization’s point of contact throughout your accreditation process.

In this webinar, we’ll review why policies and procedures are important to an organization, the basics of writing P&Ps that work for your organization and what URAC looks for in policies and procedures you submit as part of your accreditation application. There will be plenty of time to answer your questions and you’ll end the webinar with tips you can use right away.