Tools Used: Adobe Captivate, Photoshop, HTML, CSS, SharePoint

Problem: The Intake Team was responsible for triaging calls from providers and caregiver locations. Their job was to resolve calls they could resolve in the I.T. home grown tracking system or pass them along to the proper clinical team and note the actions taken. The team needed on demand, self-paced microlearning training that could be indexed on SharePoint by role.

Actions: I worked with the Intake team leads using Captivate to record demos of them performing the various procedures by job role. After I recorded the procedures, I developed Step Action Table documents which also lived on SharePoint to accompany the tutorials. To reinforce this media-based learning, we linked in the course to the written step flows using the Reference Document folder icon you see in the screen shot below. I used some CSS style sheets to create the dynamic menu for an Index section that you could choose your role to take your specific branch of the course. I used Photoshop to create the branding and images.

Results: The Intake Team now had their first video based, microlearning library support system on how to perform procedures in the MAT system. This was used to support all new hires in getting familiar with their systemic job role, as well as provided a place to update processes and procedures for tenured staff.

Tools Used: Articulate Storyline, Adobe Audition

Roles Played: Proposed the solution, wrote the scripts for the simulated demos, recorded and edited the demo audio, chose sound effects, inserted into Articulate, designed and developed the entire Articulate prototype and development coding. Provided voiceover for select slides. Tested the course, loaded to Cornerstone LMS, tested acceptance in the LMS and tracked and distributed completion reports.

Problem: The Behavioral Health department was wanting to improve the ability for its new customer service support staff to better triage both potential and real crisis calls from its members who were calling to report events.

Actions: I proposed that we have Behavioral Health leadership come up with some of the more common scenarios that its agents faced day to day. We used Articulate to present the scenario in a simulated customer service setting, present screencasts of where to go in the system and the correct actions to take for various call triage types.

Results: Triage mistakes as reported by Quality Department went down over 25% for the four quarters following deployment of the training.

Tools Used: Articulate Storyline, Photoshop, Snag-It, Audacity

Roles Played: Proposed the solutioning, drafted the storyboard and prototype, recorded and edited the SME demo scenarios, used Storyline to fully develop the course and all simulation hotpot triggers, QA tested the course, and validated passing results to Cornerstone LMS. My clinical trainer was responsible performing demos, navigating the clinical software interface, and providing the “why” for both demos and “try me” feedback item triggers. (Click on the bolded items to see more of how I did these and loaded to Cornerstone LMS)

Problem: Every Fall, to meet the Center for Medicare and Medicaid (CMS) standards, clinical nurses had to be certified in McKesson InterQual software for determining the medical necessity of proposed clinical procedures when working in a managed healthcare setting. To become certified, you had to pass an online 50 question, McKesson scenario-based test that was live proctored and taken on their web site. Each Spring, McKesson would release newly approved software procedures and governance standards to their clients that would be reflected in that year’s certification test. WellCare would use the McKesson PPT and a clinical nurse to teach the new standards in a large series of web-based training events. The problem was, not all nurse’s comprehension of the new procedures could be demonstrated in a live webinar that was passively experienced. It was costly to have to take our one clinical trainer away from other live teaching responsibilities, and the ROI on Fall testing scores was not where it could have been.

Action: I proposed to clinical nursing leadership that when the Spring updates came out, instead of scheduling months of passive webinars, we create a pre-learning eLearning curriculum using Articulate Storyline and case study examples that would reflect the case study test questions the associates would face in the Fall. We could record our clinical trainer presenting and demonstrating a clinical scenario, then screen record the trainer taking the actions in McKesson InterQual software while the audio provided the “why”. Using Storyline’s “try” screen recording feature, we’d have the learner walk through a new Practice Review scenario click through for a true hands on experience. This process was used for eight clinical and four behavioral health topics that each had their own course assigned to the specific clinical roles of the learners in Cornerstone LMS. The data for each learner’s performance and gaps could be identified. Gaps that were the most common across all learners had scheduled live summer webinar sessions to close them before Fall testing and was a much better use of live trainer time.

Results: The results were very strong on several levels. The pre-learning gave everyone a chance to experience the new InterQual annual updates and rule changes in an on the job, experiential and meaningful way. Our clinical nurse saved hundreds of hours of live proctoring of the same content and was able to target other projects and use gap closing follow up live events far more strategically. In the Fall, testing scores went up to a 97% pass rate on the first exam take from just under 90% in years past. This saved the time of having to build and send successful intervention training data to CMS.

Perhaps the biggest win was presenting our courses to CMS, who after testing out their accuracy and validity, allowed us to use our courses’ LMS results data, with of course case study swap outs, as an equivalency to taking the Fall test in year two of our curriculum project. These saved dozens of hours of test proctoring time and clinical trainer productivity.

This was one of those projects that showed what could be accomplished when everyone’s skills, expertise and talents come together to do something no one could have done on their own.