Medicare Grievance Fundamentals
About This Project
This is a replica of the type of learning solution I developed for Cigna Medicare. To be used for onboarding of new hire Grievance Intake Coordinator staff. The lesson was designed to be used in a blended learning scenario. All content in this lesson was pulled from CMS.gov and Medicare.gov.
Audience: Cigna Grievance Administration Division (GAD) new hire staff onboarding staff.
Responsibilities: Needs Analysis, outline / script, Story Board, Instructional Design, eLearning Development, and Graphic Design.
Tools used: Articulate Storyline 360, Adobe Illustrator, Murf Studio AI Voice Generator.
I met with one of the Subject Matter Experts (SMEs) to establish the Learning Objectives and target audience. After that, I met with one of the learners who was identified as a Super User. Together, we conducted a needs analysis to help better understand the job role and target audience. During this analysis, we identified the common core trouble areas for new hires and the desired outcomes and training recommendations. Moving forward, I continued to meet with the SME bi-weekly and used that time to write the lesson outline. After that, I completed a storyboard and a prototype model.
I wanted to create five real-world case studies where the learner would be presented with a realistic customer grievance email message. Then, work through a series of questions that would mirror the information they would be entering into the system
While on the job. To accomplish this, I collaborated with a trainer to obtain the email examples used in the lesson.