Healthcare Customer Support
This comprehensive scenario-based learning experience is designed to equip healthcare professionals with the essential skills and knowledge to excel in customer support roles. The purpose of this course is to immerse learners in realistic scenarios, allowing them to practice and apply their customer support skills. Effective customer support is crucial in the healthcare industry as it directly impacts patient satisfaction, retention, and overall reputation of healthcare organizations. The course aimed to address the challenge of equipping healthcare professionals with the necessary skills, knowledge, and strategies to handle diverse customer interactions, navigate challenging situations, and deliver outstanding support.
Responsibilities: Intstructional Design, Graphic Design, eLearning Development
Tools Used: Articulate Storyline, Canva, Google Doc, Trello, Figma, Lucid Chart
Problem & Solution
Health Is Wealth, a healthcare organization, asked for my assistance for specific business problem faced. The challenge was related to onboarding new employees who may lack the necessary skills and knowledge to handle escalated customer interactions in a healthcare setting.
The company was experiencing issues with customer satisfaction and retention when dealing with challenging or dissatisfied patients.
To address this problem, I proposed a scenario-based learning experience that would provide new employees with a realistic and immersive environment to practice their customer support skills.
By simulating conversations and interactions with escalated members, learners could gain a genuine feel for the challenges they might encounter and develop effective strategies for handling such situations.
Objectives
I strategically applied Bloom's Taxonomy to develop instructional objectives that encompassed a range of cognitive levels, enabling learners to progress from foundational knowledge acquisition to higher-order thinking skills within my learning materials.
SWBAT:
Use clear & concise communication
Actively listen to the member's concerns regarding incorrect billing.
Examine the billing records to recognize discrepancies.
Describe the billing concerns to member.
Demonstrate empathy
My Process
In developing this course, I employed the systematic and structured approach of the ADDIE (Analysis, Design, Development, Implementation, Evaluation) model. I began by conducting a needs and learner analysis. Collaborating with subject matter experts and stakeholders, I ensured that the course content addressed existing challenges and gaps in healthcare customer support while meeting the needs of learners.
These activities allowed me to gather essential insights into the specific learning objectives, target audience characteristics, and desired performance outcomes.
In the design phase, I began with creating an action map. Then created detailed scripts for the scenario-based interactions. These scripts encompassed realistic dialogues, descriptions of customer support challenges, and the range of options and explanations learners would encounter based on their decisions. The design process also involved creating a visual prototype using Canva, where I crafted a cohesive visual style that aligned with the healthcare industry and ensured intuitive navigation for learners. I utilized Figma's interactive prototyping capabilities to create engaging and clickable prototypes, simulating the learner experience and validating the instructional flow, interactions, and usability of my eLearning modules.
Moving to the development phase, I utilized my expertise in using Articulate Storyline to bring the course to life. I integrated the scripted dialogues, scenario interactions, multimedia elements, and assessments to create an engaging and interactive learning experience. I implemented a logical flow, incorporating branching scenarios to provide learners with realistic decision-making opportunities.
The entire project was managed and organized using the powerful project management platform, Trello. From inception to completion, Trello served as the central hub for seamless collaboration, streamlined communication, and efficient task management.
Action Map
Using action mapping, I mapped out the desired performance outcomes for each learning objective on Lucid Chart. I identified the key actions and decision points that learners would encounter in a customer support scenario and defined the knowledge and skills required to succeed in those situations.
Text-based Storyboard
Based on the action mapping, I created detailed scripts for the scenario-based interactions. These scripts included dialogues, descriptions of the customer support challenges, and the various options and consequences learners would encounter based on their decisions.
Visual Design
Color Scheme
Color Scheme
Graphics
Fonts
To bring the course to life visually, I designed a visual prototype using Canva. I created a cohesive visual style, incorporating relevant healthcare imagery and intuitive navigation elements. The prototype allowed me to visualize the course structure, layout, and overall aesthetics before diving into the development phase.
Development in Articulate Storyline
Using Articulate Storyline, I developed the course by combining the scripted dialogues, scenario interactions, multimedia elements, and assessment activities. Incorporating Triggers, Buttons, Motion Paths, and States I ensured that the course had a logical flow. With each section building upon the previous one, and incorporating branching scenarios, I was able to provide learners with realistic decision-making experiences.
Final Testing
Throughout the development process, I conducted iterative testing and gathered feedback from a select group of learners to refine and improve the course. I focused on creating an immersive and interactive learning experience that encouraged active participation and critical thinking.
Gagne’s Nine Events
By following Gagné's Nine Events of Instruction, this course scenario guides learners through a realistic customer service interaction, allowing them to practice and enhance their skills in resolving billing errors with empathy and professionalism.
Event 1: Gain Attention The course begins with a scenario where learners take on the role of a customer service representative, Sarah, from MedCare Solutions. Sarah answers a call professionally and introduces herself to the frustrated member seeking assistance with billing concerns.
Event 2: Inform Learners of the Objective Learners are informed that the objective of the course is to provide effective resolution of billing errors while demonstrating empathy and professionalism.
Event 3: Stimulate Recall of Prior Knowledge Learners are prompted to recall their knowledge of active listening, problem-solving, and customer service skills.
Event 4: Present Content The course presents content on the importance of active listening, empathetic communication, and the steps to resolve billing errors effectively.
Event 5: Provide Guidance Learners are guided through a simulated conversation with the addition of hero character Avery. Where they practice showing empathy and acknowledging the member's frustration. They are instructed to request the member's name and ID to access the account and actively listen to their concerns regarding the incorrect billing.
Event 6: Elicit Performance Learners engage in a simulated interaction, assuring the member that the issue will be resolved. They promise to investigate further and review the billing records to identify discrepancies.
Event 7: Provide Feedback Learners receive feedback on their performance, highlighting areas of strength and areas that need improvement. Learners receive immediate feedback on their assessment and are thanked for their participation. The course concludes with learners being prompted to reflect on the scenario and make notes regarding the conversation and resolution provided.
Event 8: Assess Performance Learners engage in a second simulated interaction, where they engage the member to provide specific details about the billing concerns. They assure the member of further investigation and ask for patience during the process.
Event 9: Enhance Retention and Transfer Learners are presented with a summary of the identified billing error and are prompted to take ownership, apologize for the oversight, and assure the member of initiating necessary actions to correct the billing error.