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featured new project: cost sharing role-play simulation
To give health insurance trainees an engaging, realistic practice environment to apply their knowledge of cost sharing, I created a role-play simulation where learners helped answer questions from a simulated caller. Learners were given access to the caller's explanation of benefits and were required to answer the caller's queries in a natural conversation. Using an embedded LLM agent, the simulat
Selected instructional design projects
Cost Sharing Role Play
Problem
New member services representatives were not fully prepared to handle complex member calls about cost sharing after onboarding. A needs analysis with leadership and SMEs showed that employees often struggled to interpret EOBs, connect them to member plan details, and clearly explain deductibles, copays, coinsurance, and member responsibility. This contributed to longer time-to-competency, higher escalation rates, lower first-call resolution, and inconsistent member experiences.
Solution
I designed a scenario-based learning experience that gives learners guided practice answering realistic member questions about coverage and costs. In the activity, learners review a member profile and EOB, make decisions about how to respond, and receive explanatory feedback designed to strengthen interpretation, communication, and transfer to live calls.
Tools
Articulate Storyline 360
Adobe XD
Google Docs
Generative AI
Custom scenario documents
Custom interface visuals
Member Services Interactive eLearning
Problem
New customer service representatives often struggle to explain healthcare costs to members. Concepts such as deductibles, copays, coinsurance, and maximum out-of-pocket limits can be difficult to interpret, especially when agents must review Explanation of Benefits (EOB) statements and member profiles during live calls.
Solution
I designed an interactive eLearning course that teaches the fundamentals of health insurance cost sharing and allows learners to practice applying these concepts in realistic scenarios. The course combines visual explanations, interactive knowledge checks, and simulated member call activities where learners interpret EOBs and member system information to determine why a member owes a specific amount.
Tools
Articulate Storyline 360
Scenario-based interactions
Custom system mockups
Realistic EOB simulations
Insurance Policy Scenario Practice
Problem
Member services representatives may understand company policies in training but still struggle to apply them clearly during live calls. This can lead to escalations, repeat calls, member dissatisfaction, and compliance risk—especially when policies must be recalled quickly and explained in the context of a member’s specific situation.
Solution
I designed a scenario-based learning experience that allows learners to practice explaining complex policies in a realistic workplace context. In the activity, the learner plays a call representative helping a coworker interpret a difficult member call, receiving immediate explanatory feedback at each decision point to strengthen understanding, confidence, and on-the-job transfer.
Tools
Articulate Storyline 360
ChatGPT
Claude
Custom scenario characters
Custom background scenes
Member Services Instructor-led Training (ILT)
Problem
Member services representatives often struggle to clearly explain cost-sharing concepts during live calls. Deductibles, copays, coinsurance, and out-of-pocket maximums can be difficult to interpret in context, especially when members are confused or frustrated about what they owe.
Solution
I designed an instructor-led training that teaches cost-sharing concepts through facilitated discussion and realistic member scenarios. Learners practice interpreting plan details and explaining costs in clear, conversational language, with guided debriefs focused on improving clarity, confidence, and member experience.
Tools
PowerPoint
Facilitated scenario-based activities
Role-play exercises
Realistic plan and member data
Zendesk Ticket Creation Simulation
Problem
Customer service agents needed hands-on practice creating support tickets in Zendesk without risking errors in the live system.
Solution
I developed an interactive simulation in Articulate Storyline using interface screenshots to replicate the Zendesk environment. Learners practice initiating a new customer service ticket and completing required workflow steps.
Tools
Articulate Storyline
System Workflow Screenshots
HIPAA eLearning Course
Problem
Healthcare call center representatives handle sensitive member information every day, but HIPAA requirements can be difficult to apply in real interactions. This project addressed the need for practical training that would help employees understand PHI, follow key HIPAA rules, and make appropriate decisions when handling, sharing, and protecting patient information.
Solution
The solution was an interactive e-learning course that translated HIPAA requirements into clear, job-relevant instruction. Through concise content, knowledge checks, and realistic scenarios, the course helped representatives practice applying privacy and security rules in common call center situations, building both compliance knowledge and confidence.
Tools
Articulate Rise
Scenario-based interactions
Panorama Database Workflow Job Aid
Problem
After completing software training, employees often need quick reference materials to support them as they begin working in the live system. Without accessible performance support, learners may forget key workflow steps or struggle to locate features in the interface.
Solution
I designed a post-training job aid that guides users through common workflows in the Panorama database. The document uses annotated system screenshots and clear step-by-step instructions to help employees quickly locate functions and complete tasks within the system.
Tools
Microsoft Word
Adobe Acrobat
cost sharing escape room
To give health insurance trainees an engaging way to apply cost-sharing knowledge, I designed and developed an immersive 360° panoramic escape room simulation in Articulate Storyline. Learners examine authentic artifacts — EOBs, member profiles, and recorded voicemails — and must answer scenario-based questions to progress and "escape," challenging them to synthesize information across realistic