Tebra

My Role

As an Instructional Designer, I am responsible for creating their new e-learning content. I design videos and simulations for their e-learning library, while also in charge of uploading, testing, and managing these content on their LMS. In addition to those tasks, I have led rebranding efforts from our merger.

Programs

• Articulate Storyline
• Articulate Rise
• Camtasia
• Murf
• Animaker
• Adobe Photoshop
• Adobe Premiere
• LearnUpon

Project

Analysis

The following proposal concerns the revamping of the new hire 101/102 training, also known as the "Industry & Medical" and "Kareo Product Basics".

• Since transitioning to a predominantly virtual working environment, the delivery and content of the sessions are providing to be heavy on the instructor-led sessions.
• It will be recommended that new hires who are in a customer-facing role attend the revamped live session so they can be better equipped to handle real-time interactions, understand customer needs, and effectively represent the company's values and offerings.
• Many participants have voiced concerns about the lack of resources available to refresh their knowledge after completing the live new hire training. This e-learning platform addresses this need by providing them with the opportunity to revisit and reinforce their learning at their own pace.

Design

We engaged in comprehensive interviews across diverse teams, including internal and external trainers, to delve into the spectrum of topics covered in our live new hire training. Our conversations extended to understanding the intricacies of customer queries and concerns addressed in product training sessions. Additionally, we liaised with both onboarding and support teams to discern fundamental knowledge requirements essential for customer knowledge. Subsequently, leveraging insights gleaned from these interviews, we meticulously curated and structured a comprehensive course outline, organizing the gathered information into coherent and effective thematic modules, equipping our new hires with the knowledge ready for their roles.

Develop

Drawing from the outlined topics, we collaboratively brainstormed innovative approaches to present this information effectively. Recognizing the complexity of subjects such as navigating the U.S. healthcare system and understanding the clearinghouse process, we determined that animated videos would offer an optimal solution to convey these concepts visually. Moreover, we incorporated interactive activities aimed at enhancing engagement and integrated knowledge checks strategically to reinforce retention.

This serves as an example of the video development process for our courses. Initially, a script is written, often complemented by accompanying screenshots to visually illustrate the content on-screen. Subsequently, our team of subject matter experts review the scripts to ensure accuracy. Following this initial review, the script undergoes another revision. The next step involves recording and editing the audio and video components. Once the video is completed, it undergoes a final review by our subject matter experts, and occasionally by product managers in specific cases. Any necessary adjustments are then made to ensure the video meets our standards before finalization.

This is an example of an activity simulation found in the course.

This is the final eLearning with all of the design components tied in from animated videos to activity simulation to knowledge checks to interactive images.

Implement

After undergoing round of reviews, revisions, and testing from different teams, the course is then uploaded into LearnUpon, our LMS. The delivery options are set up by making sure the new class of internal hires are enrolled, giving them allotted time during onboarding, and making sure they pass the assessment. Then, the managers will track that they have completed their course in order to move on to their next phase of onboarding.

Evaluate

Drawing from feedback provided by our new hires and their managers, we discovered that the course effectively enabled them to refresh their knowledge and provided essential insights for their respective roles. However, concerns arose regarding the overwhelming amount of information presented, hindering their ability to effectively retend the neccessary knowledge needed for their roles. To address this, we streamlined the content, focusing on delivering the most pertinent knowledge. Additionally, recognizing the need for a rebrand and product updates following our merger, we embarked on creating a new version of the course. As feedback continues to pour in, many have expressed appreciation for the revamped course, particularly those without prior experience in medical or billing backgrounds, highlighting its effectiveness in simplifying complex information.

More Projects

Below are additional e-learning resources I have crafted: