Description:
A company that provides medical evidence for improving the benefits that veterans receive from the VA needed training for their staff.
Background on REE Medical:
When a Veteran has benefits paid by the VA, they are paid based on what kind of a disability they have, and how severe the disability is. A clinic will perform an exam and provide their findings to the VA as medical evidence to support the claim.
If their disability has worsened, or the Veteran thinks the medical staff that performed the initial exam for them was incorrect, they can come to third parties like REE Medical for more medical evidence to increase the amount of money they receive from the VA.
Main Goals for Educating Staff:
- Ensuring staff could make estimations on disabilities over the phone.
- Making sure Sales staff was knowledgeable about medical terms and could pronounce and understand the disabilities they were discussing.
- Due to the sensitive nature of medical documentation/information being shared between parties, compliance was extremely important.
- Extra attention for ensuring accessibility, as we had staff who were disabled Veterans.
About the Course
- This course was the introduction for any of the staff members.
- The content followed a Veteran going from start to finish in the process of getting help from REE to increase their benefits.
- Using quizzes that allowed users to listen to a Veteran’s description of their needs, we were able to give an immersive example into what a Sales person would experience on calls with Veterans.
Process:
- Created curriculum and content based on the Sales management’s needs, gathered information from SME’s on the Sales team.
- Using the Veteran’s perspective as the main character, the Sales team would better understand and be able to empathize with the Veterans they were assisting.
- Designed and illustrated custom content to create interactive scenes.
- Made interactive quizzes based on listening to and reading examples of Veteran’s story.
- Our team created scripts for the voiceovers we needed in the interactive/animated scenes.