ET 512 Project Plan

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Working on building an online customer service training course for the employees in a merged department at the local hospital that includes Health Information Management, Patient Financial Services …

Working on building an online customer service training course for the employees in a merged department at the local hospital that includes Health Information Management, Patient Financial Services and

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  • 1. Revenue Cycle Department Customer Service Training Sarah Miller ET512, Summer 2012 Boise State University
  • 2. Learners• 30+ employees in the Health Information Management, Patient Financial Services and Registration departments.• Range in age from 20-60+ and vary in tech- savviness, personality and education.
  • 3. Purpose• To ensure that all employees are on the same page, in terms of customer service. At present, processes vary among departments and among employees.
  • 4. Format• Course will be fully online and self-paced. At present, there is not someone available to train employees face-to-face in the art of customer service. I hope to use a variety of media in the course, in order to cater to different learning styles.
  • 5. Timeline• Hope to implement course by the end of 2012, and have employees complete it early next year. This is subject to adjustment, as I work with the person I’m completing this project for.
  • 6. Time Needed• Compare course to a 3 credit, 12 week course.• In an online class, students will probably spend 2-3 hours on their class per week, for each credit.• Students should plan on spending 6-9 hours per week working on the class.• Students will spend a total of 72-108 hours on the class, over 12 weeks.
  • 7. Standards• I have a large set of “Best Practices” that I need to condense or par down.• These Best Practices include guidelines for the following, among others: – Essential Associate Awareness – Community Outreach and PR – Proper Facility Recognition – Real-Time Insurance Verification• I have a list of about 20 of these. I don’t know how broad a definition of “customer service” I’m working with, but I might have to par them down or group them for the purpose of this class.
  • 8. Adult Learners• I will probably have to figure out how to move the course to the hospital’s learning management system, Healthstream.• The hospital requires employees to complete a certain number of courses per year, and they track that. Employees don’t actually receive transferrable credit for the courses.
  • 9. Platform• I hope to start out with Moodle, but I also want to learn more about the hospital’s proprietary LMS, Healthstream, and find out how I would go about building something for that format (or converting it, later).
  • 10. Format• This is a completely new course for me, in industry, subject matter and platform.• I have secured a Subject Matter Expert to help me with content/ scope questions.