The training need: Member support call agents take calls from health plan members. A part of their role is handling member issues or complaints with in-home medical visits. This part of the job can often be overwhelming to new hires. Training materials are needed as part of onboarding to teach new hires member complaint processes. 

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Needs assessment: My first steps was to meet with all stakeholders and SMEs to determine training needs, collect learning content and materials. Call agents in this role regularly deal with member issues. New hires are not using company processes for handling member complaints. They can often get frustrated at the upset member or fail to fully solution the issue. From the needs analysis, I decided to create an elearning scenario based course to teach member complaint processes to new hires.  

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Project design: After the needs assessment, I created a project plan focusing on learning objectives, training content outline. The project plan was reviewed and approved by SMEs. The project plan identified the performance goals of the training and the training modality. An elearning training was chosen to give new hires a chance to practice realistic call scenarios for better on-the-job implementation. 

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Development: Once the project plan was approved, I developed the course in Storyline and PPT. The course was sent for an internal peer review and for SME review/approval. 

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Implementation: I uploaded the course SCORM file to the new hire training LMS (Oracle) and worked with the LMS team to enroll the next new hire training class in the course. 

elearning course