Components
The Application
Improving the Learning Experience for Case Managers
One of our clients, a healthcare provider, had a Virtual Instructor-Led Training (VILT) program for case managers that included sixteen days of very technical content. The client wanted a more learner-centric training model designed in a “flipped classroom” format. The flipped format involved guided self-study followed by supervised discussion and practice – it accommodated a variety of learning styles and gave participants the ability to control their own learning experience, studying at their own pace. For the model to be successful, it was important for us to design and develop a training experience that was interactive, engaging and easy to assess.
We were really excited about the opportunity and up for the challenge. Our team responded with a design that both met the requirements and improved the learning journey. We used a blend of reading, discussion, practice activities, and assessments to present each topic. We also redesigned the curriculum, integrating theory, systems, and soft skills—which allowed learners to practice speaking knowledgeably with customers while looking up and entering information in the system, just as they would need to do on the job.
The new format will enable most participants to complete the program more quickly. It has also modified the role of the trainers, who now serve as coaches to monitor and support learner progress. As a result, the company is benefitting from faster time to proficiency and reduced training costs.