The document outlines plans for developing an online customer service training course for employees in the revenue cycle department of a hospital. It will be self-paced and aim to ensure all employees have consistent customer service processes and skills. The course is targeted for completion by the end of 2012 and will take employees an estimated 6-9 hours per week over 12 weeks to complete. It will cover best practices for customer service that will be pared down from an initial list of 20 items and tailored for the hospital's proprietary learning management system, Healthstream.

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.