When I arrived at Group Health, employee education constituted day-long PowerPoint presentations conducted by Lecturers who focused exclusively on, "What the computer needs is . . ."
Strategically and comprehensively, I redesigned and created curricula that provided learners with iterative, hands-on exercises to hone software navigation skills facilitated via activities that developed critical thinking skills, fostered active listening habits and enhanced empathetic communication behaviors.
Throughout my tenure at Group Health, I aligned every educational activity to fulfill this mission:
Strategically and comprehensively, I redesigned and created curricula that provided learners with iterative, hands-on exercises to hone software navigation skills facilitated via activities that developed critical thinking skills, fostered active listening habits and enhanced empathetic communication behaviors.
Throughout my tenure at Group Health, I aligned every educational activity to fulfill this mission:
Over seven year, I created 36 business operations courses, 12 communication skill building seminars, 24 software quick reference guides and 8 change management workshops for the 900 employees of GHC’s Business Operations Division.
PROGRAM MANAGEMENT / DEVELOPMENT
INSTRUCTIONAL DESIGN & TEACHING
- Conducted training need analysis interviews with business operations managers and subject matter experts
- Determined each curriculum's learning objectives, teaching methods and assessment measures
- Developed and delivered change management seminars regarding software upgrades, business process enhancements and insurance billing procedures
- Authored concept proposals, training plans and project summary reports
INSTRUCTIONAL DESIGN & TEACHING
- Designed a ten-module, 25-day Staff Development Program for employees of Group Health’s centralized appointing call center, aligning foundational education (e.g., communication skills and clinical terminology) with application training (i.e., Epic Cadence® appointing and Epic Prelude® insurance registration)
- Wrote and produced a 37-minute film ("The Big Picture") used for teaching customer care behaviors and communication skills to call center and in-clinic staff
- Created self-paced learning courses on ProviderOne (Medicaid web portal used by appointing / check-in staff) and iPayment (cash management system used by Pharmacy Operations managers and staff)
- Researched and wrote a 60-page workbook on the history, scope of use and records management requirements for six categories of healthcare insurance
The Big Picture
In 2009 I conceptualized, wrote and produced, "The Big Picture",
a 37 minute film that demonstrates CARE communication skills
in an array of face-to-face and telephone customer service scenarios.
a 37 minute film that demonstrates CARE communication skills
in an array of face-to-face and telephone customer service scenarios.
Challenged myself to make a change . . .
My time at Group Health Cooperative was a period of hyper creativity and prolific output. However, after seven years with the organization, I saw no avenue for my professional development and a diminishing horizon for my creativity.
In April of 2011 I began searching for my next mission. The campaign encompassed 63 overtures, 5 phone and 1 in-person interview. On Sept. 2 I was offered / accepted a role with Talyst, which began on Oct. 3, 2011.
My time at Group Health Cooperative was a period of hyper creativity and prolific output. However, after seven years with the organization, I saw no avenue for my professional development and a diminishing horizon for my creativity.
In April of 2011 I began searching for my next mission. The campaign encompassed 63 overtures, 5 phone and 1 in-person interview. On Sept. 2 I was offered / accepted a role with Talyst, which began on Oct. 3, 2011.
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