Created and managed the curriculum design and teaching methodologies for all customer care, business process and software education for the 900+ staff of Group Health’s Business Operations Division.
PROGRAM & PROJECT MANAGEMENT
INSTRUCTIONAL DESIGN & TEACHING
- Conducted training needs analysis interviews with Business Managers--determing content, timelines, delivery methods, success / assessment measuress--resulting in the development of over 70 unique curricula
- Uploaded and maintained training materials on the department’s SharePoint website and LMS
- Authored project summation reports and compiled course assessment metrics
INSTRUCTIONAL DESIGN & TEACHING
- Designed a ten-module, 25-day staff development program for employees of GroupHealth’s centralized appointing call center, aligning foundational education (e.g., communication behaviors and clinical terminology) with application training (i.e., Epic Cadence®--appointing--and 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 (DSHS'/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
- Conducted train-the-trainer workshops to improve instructors’ facilitation / delivery skills