Case Study: Integrated, Blended & Sustainable Training

Karen Perka

To ensure the lasting success of an IT implementation, training should be integrated, blended and sustainable (as we discussed in a previous post.

I would like to share an example of how we helped create these advantages for one provider organization.

A Midwestern children’s hospital employing over 700 pediatric specialists was implementing a new revenue cycle management solution that included Centricity Business with a front-end patient access interface.

Hospital leaders were seeking to reduce denials, eliminate lower-level paperwork in the billing process and improve reporting, among other goals. To succeed, training would need to be efficient, yet leave no learner behind, promoting end-user adoption, new-hire usability and ongoing education.

Integrating Processes & Implementation

The training program was carefully integrated with all strategic components of the new system, as well as with the various phases of installation and implementation.

An in-depth process analysis was an essential first step in integrating education with the specific needs of each user. The process consultation encompassed:

  • 18 departments
  • Operational workflows
  • User pain points
  • Metrics, measurements and key performance indicators

As a result, course content spans functional, technical and process education curricula, enabling staff to build expertise relevant to their specific role.

Blending the Training Delivery

The program included 15 eLearning courses with small chunks of content designed to:

  • Improve usability
  • Support new-hire training after the implementation
  • Reduce the instructor-led training by 40%

With eLearning prerequisites preparing trainees, staff instructors led 13 courses through content focused on scenarios grounded in the context of their roles and their organization. Recordings of the sessions are available for later training of new hires.

Tracking Success

Continuous monitoring of metrics helps us ensure everyone’s learning what they need to learn and that the program is delivering on the organization’s objectives.

The hospital’s Learning Management System (LMS) provides a single access point for everyone involved in the training, allowing for easy training plan management and tracking performance history.

For example, in the Learning Management System managerial and staff reports show enrollment information and completion rates of the eLearning courses, as well as test pass/fail results and number of attempts it took to pass the test by user.

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