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.
- The Sales team leadership was getting complaints that their staff was mispronouncing medical terms and disabilities over the phone.
- We created a course to help Sales staff be able to quickly identify the root words to better inform what kind of a procedure or disability it was, and to be able to pronounce the terms easier.
Process:
- Using the documentation we had on our disabilities as well as SMEs when needed, we took some of the most common disabilities, the medical terms and procedures associated, and broke them down into their root words in a compiled “REE Dictionary”.
- Created an interactive course with prefix/suffix matching “Build a term” quizzes.
- Example: Build the term that means under the skin (Sub + Cutanious)
- Recorded voiceovers for both the course and the dictionary to use for reference on pronunciation, along with the phonetic spelling of each term.
- The REE Dictionary was implemented in the LMS that could be searched by any user when needed.