Patient Access
Registration Role-Play

My Instructional Design Process

The Problem

Around the same time as the Pandemic, employee turnover was high for Patient Access staff. Leadership wanted to implement a strategy to address turnover and retain their employees longer.

Utilizing data from surveys and collaborating with Leadership, staff indicated that they would like a more robust training program that prepared prospective Patient Access Reps to confidently serve our patient population.

The Solution

We offered the solution packaged as the Patient Access Program. This was a comprehensive 8-week program that took shape as a collective of Patient Access related topics that Leadership prioritized as the key strategic initiatives to focus on. 

From there, outlines were used to visualize the flow of the entire Patient Access Program and each individual course (including CBTs and Final Exams). 

This sample is taken out of the Medical Billing and Insurance course. The goal of this interaction was to create a realistic experience, including each decision point, the correct / incorrect feedback, and potential outcomes. 

The Outcome

The Patient Access Program became accredited and immediately had an impact to the organization. We were able to hire prospective Patient Access Reps that went on to stay with the organization. Thus, we increased employee retention rates and decreased employee turnover rates.

This sample served as an excellent tool to review many of the concepts that was learned throughout the Patient Access Program. If students had any difficulty with a scenario, the instructor was able to adjust to course to fit the needs of the trainees.