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"

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.

Design

Course Outline

Design

U.S. Healthcare Overview Script

Develop

This is an example activity simulation found in the course

Provider Personas (click on link to sample)

Kareo 100 Series (click on link to sample)

Implement

The individual assets were put together in a Articulate Rise course and uploaded into our learning management system, LearnUpon for our internal team. In addition, it was integrated into onboarding for new hire training.

Evaluate

After letting the course run for 6 months, we were able to gather course analytics to revaluate if the course needed an update. Based on the course analytics, we were able to onboard 80 new agents across 1.1 and billing company customer care cohorts, and 83% were ready to provide customer support. The assessment resulted in many passing first try and according to the post training surveys and manager feedback, the course helped alleviate Zoom and trainer burnout. What we also learned was that the course was long and needed rebranding from the merger and new product releases. Therefore, in the new course below, we streamlined the content, focusing on delivering the most pertinent knowledge, more screenshots of the product, rebranding with new terminology, and more updated product features and workflow.