Verifying Insurance Benefits
Project Details
Role: Instructional Designer & eLearning Developer
Tools: Articulate, Synthesia, Powtoon, Canva, Adobe Illustrator
Brief: Before this project, employees received ad-hoc training on verifying patient insurance benefits from various Insurance Department support members. This approach lacked consistency in messaging, engaging interactions, and a clear understanding of the critical why behind the task, leaving learners without a cohesive foundation to perform effectively.
Logo removed for privacy purposes.
Scope
Objective:
To develop a structured, consistent, and engaging training program that equips employees with the knowledge and skills needed to accurately verify health insurance hearing aid benefits while understanding the critical “why” behind the process.
Core Topics:
Understanding Health Insurance Coverage for Hearing Aids: A foundational overview of common insurance coverage and its relevance to hearing aid services.
Navigating Benefit Verification Processes: Detailed steps on how to effectively verify benefits through different platforms and methods.
Ensuring Accuracy in Benefits Communication: Techniques for accurately communicating verification results and handling discrepancies.
Effective Collaboration with Insurance Providers: Best practices for working with insurance providers to resolve complex verification issues.
Design Approach:
Content Mapping: Structured the learning journey to ensure learners first grasp the foundational concepts, followed by practical application and real-world scenarios.
Interactive Scenarios: Incorporated engaging, scenario-based learning activities where learners can practice verifying health insurance benefits, making decisions, and receiving immediate feedback.
Visual Storyboarding: Created detailed visual storyboards for each module, outlining content flow, multimedia elements, and interactive components to ensure clarity and engagement.
Outcome:
The final training program provides a consistent, clear, and interactive approach, ensuring employees are well-equipped to verify health insurance benefits accurately and with confidence, while understanding the importance of each step in the process.
UI Design
To define the course's aesthetic, I drew inspiration from the brand’s energetic and modern identity, with a focus on creating a visually appealing and user-friendly interface.
Design Inspiration:
Theme: "Dynamic and modern with a touch," drawing from the vibrancy of sound waves and energetic tones.
Design Elements:
Color Palette: Bright purple as the main color, complemented by lighter tones to create contrast and visual appeal, with accents of other brand-aligned colors for consistency.
Typography and Icons: Modern, serif fonts paired with sleek, minimalistic icons. The playful on-brand sound wave design is used throughout to tie in the theme of hearing aids and communication.
Layout: Rounded corners and soft edges give the interface a friendly, approachable look, while the structure remains clean and easy to navigate.
This UI design balances visual appeal with functionality, ensuring that learners have an enjoyable and seamless experience while staying aligned with the brand’s core identity.
Solution
A 4 part course created in Articulate Rise
A video example demonstrating a verification of benefits call, complete with narrated explanations, paired with detailed PDF job aids
A clear and consistent framework for employees across hearing care centers
Ensure staff can confidently navigate the process while maintaining uniform standards of excellence.
Results
An increase in completion of Verification of Benefit forms for patients
Fewer mistakes in benefit verifications, reducing unexpected profit losses due to lower-than-anticipated insurance coverage
Reduced errors in claim processing
Greater resource allocation
