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Overview
Overview
This large-scale technical training curriculum was developed to support clerical and clinical call center staff working within an electronic medical records (EMR) system used across a major outpatient healthcare network. The program prepares learners to complete highly technical workflows accurately and efficiently while supporting patients, providers, and clinical operations in a fast-paced healthcare environment.
Starting with a limited foundational program, our team redesigned and expanded the curriculum into a comprehensive learning experience that supports both new hire onboarding and workflow proficiency development.Â
The final curriculum provides structured instruction, guided skill development, independent practice opportunities, and ongoing performance support resources for learners navigating complex system processes.
Project Highlights
Project Highlights
Redesigned and expanded a limited foundational training program into a comprehensive technical curriculum
Developed a 290-page learner and facilitator guide that supports both training delivery and ongoing workflow reference
Created structured learning experiences for highly technical healthcare workflows
Integrated direct instruction, guided practice, independent practice, and knowledge checks throughout the curriculum
Developed scalable training resources to support onboarding and operational consistency across call center teams
Supported long-term learner retention through workflow demonstration videos and embedded performance support resources
Deliverables
Deliverables
Learner Companion & Trainer Manual
Guided & Independent Practice Activities
Knowledge Review Questions
Workflow Reference Materials
Skills Assessment
Workflow Demonstration Videos
Tools
Tools
PowerPoint
Word
Camtasia
EMR Training Environment
ServiceNow Knowledge Management Platform
Audience
Audience
New Hires
Year
Year
2024, 2025, 2026
My Role
My Role
I collaborated in the redesign and development of the full technical training curriculum and companion materials. My responsibilities included:
Developing instructional content for highly technical workflows
Designing learner-centered guided and independent practice activities
Creating procedural documentation and reference materials
Organizing curriculum structure and lesson sequencing
Writing assessment and review content
Supporting the development of workflow demonstration videos
Designing materials that functioned as both learner companions and trainer facilitation guides
The completed curriculum grew into a comprehensive 290-page training manual that supports instructor-led delivery while also serving as a long-term on-the-job reference resource.
Instructional Approach
Instructional Approach
The curriculum was designed using a progressive learning model that moved learners from direct instruction into guided application and ultimately independent workflow completion.
Because of the technical nature of the workflows and the high level of accuracy required within healthcare operations, the training focused heavily on:
Step-by-step procedural guidance
Scenario-based practice
Repetition through hands-on application
Workflow reinforcement through independent exercises
Performance support resources for post-training reference
Special attention was given to creating materials that reduced cognitive overload while helping learners build confidence navigating complex systems and interconnected workflows.
Curriculum Scope
Curriculum Scope
The program was expanded into six instructional modules covering a broad range of technical workflows and operational procedures required for outpatient call center operations.
The curriculum includes:
32 unique instructional lessons
35 hands-on independent practice activities
35 workflow reference and reading sections
70+ knowledge review questions
30+ hours of instructor-led training
In addition to classroom instruction, workflow-specific video demonstrations were developed for each major process and housed within the organization’s internal support platform, allowing learners to revisit procedures and reinforce learning after training completion.
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