LMS Accelerate your Training

- May 15, 2009 – PROPRIETARY AND CONFIDENTIAL

Develop Talent and Accelerate Your Develop Talent and Accelerate Your Training with Training with TotalLMSTotalLMSCorrie Woolcott – MedImpact Health Systems

Introduction

- May 15, 2009 – PROPRIETARY AND CONFIDENTIALPage 2 - May 15, 2009 – PROPRIETARY AND CONFIDENTIAL

Overview – Today’s Presentation

� MedImpact’s strategic Small Medium Business (SMB) advantage using SumTotal LMS

� Reduce new hire on-boarding time with Audience Assigned training

� Blend-in customized notifications & automate communication

� Understand the REAL value of reporting

� Key LMS initiatives that drive results at MedImpact

� Discuss MedImpact’s lessons learned using SumTotal LMS


Review 4 “current” MedImpact scenarios as it pertains to:Review 4 “current” MedImpact scenarios as it pertains to:

• Corporate Compliance (Season runs from Jan-April 30th)

• On-Boarding Program (MedImpact Talent Development Plan)

• Customer Call Center Training (Automated Training Assign Feature & Customized Notifications)

• Tracking Certifications (CPE for CPA’s)

Objectives

� Identify a starting point to launch your LMS training “real time”

� Gather and list new LMS Administration roles to help identify training needs

� Develop new skills by using the Audience Assigned Training Feature

� Expand your knowledge & become innovative with automated notifications

� Learn how to use LMS as a consulting tool


About MedImpact


MedImpact Healthcare Systems, Inc.

Headquartered in San Diego, MedImpact Healthcare Systems, Inc., is the nation's largest pharmacy benefit management (PBM) company that does not sell drugs.

Founded in 1989, the company currently serves more than 30 million individuals nationwide. MedImpact clients include Fortune 500 corporations and employers, unions, managed care organizations,


corporations and employers, unions, managed care organizations, insurance carriers, third-party administrators, as well as local, state and federal employee programs.

MedImpact bases its success on delivering innovative products and services designed to lower overall client cost while increasing member satisfaction and quality of care.

MedImpact Growth as a SMB


1989: 10 Employees

1996: 50 Employees - 5 Million Lives








2010+: Projected 1200 Employees – 50 Million Lives

1989: 10 Employees









2010+: Projected 1200 Employees – 50 Million Lives

MedImpact’s strategic SMB advantage using SumTotal LMS


Business drivers for training in the PBM Industry

� Regulations

� Corporate compliance

� Compliance reporting and auditing

� Employee development

� Continuing Education Credits (CEC)

Adherence to accreditationOutside learning


In-house

Compliance Regulations

(above standard)

Adherence to accreditation

& Federal guidelines

RFP (Sales)

On-boarding

Performance Mgmt.

Succession Planning

Outside learning

sponsored BU

certifications

Business Strategy

Mission,

Vision, Values

Using the LMS to become strategic� Creating employee certifications specific to each BU

� Leveraging ILT cost in hard economic times

� Focus on business solutions instead of time away for ILT

� On the job eLearning courses

� Structured learning programs that deliver results

� Using reporting as tools to drive or enhance current Initiatives


Importance of content for SMB � Many SMB’s start from paper processes to LMS – Our story

� Compliance is mandatory irrespective of the size of the company

� LMS helps assign, complete, track and audit training programs

� SMB’s are usually just starting off without any built-in content

� The employee life cycle

� Embedded content is key for an SMB to ensure cultural change.


Importance of content for SMB

Employee

Life Cycle

On-BoardingManagement

Workforce

Management

LMS Corporate Initiatives

AttractAttract

RetainRetain

DevelopDevelopPBOPBO


Succession

Plan

LMS

• Audience

• Assign

• Track

• Report

Corporate Initiatives

• Internal Consulting

• BU Objectives & Business Plan

• Develop/Create

• Feedback

• Evaluate

Importance of content for SMB

LMS

Supports all aspects of the

Employee Performance Cycle


Reduce new hire on-boarding time

with


with Audience Assigned training

Impact Development Plan

MedImpact’s

LMS


Not so functionalNot so functional

After Implementation of the LMSAfter Implementation of the LMS

Fully functional Fully functional


ILTILT EE--LearningLearning OJTOJT

Ph

as

e 1

Ph

as

e 2

Required

Recommended

Required

Recommended

LMSLMS


Ph

as

e 3 Required

Recommended

Build the exact paper replica version in the LMS

Where did we start?



Goals & ObjectivesGoals & Objectives

•• Visual Visual –– Cultural impactCultural impact

•• Catalog search Catalog search

•• Track & ReportTrack & Report

•• Assigned to New Hires on Day 1Assigned to New Hires on Day 1

Building an Audience


LMS Challenges� What do we do with recent new hires and current employees?

� How do we blend ILT, e-Learning and OJT?

� How was the reporting functionality going to work?

� How were managers going to track employee progress?

� How does a PDF get tracked?

� What are rule sets and how do they work?


Blend-in customized notifications & automated communication


Required Training Lesson (RTL’s) get Automated

� Customer Service Call Center adopts LMS for monthly testing…


Required Training Lesson (RTL’s) get Automated

Customer Support Challenges

� Performance Guarantees and SLAs to customers

� First call resolution always a priority

� Training all employees by ILT Increases Call Handle Times (CHT)

� We service 31 million lives (Large volume to service)

� 24hrs day, 365 days a year transparent Help Desk

� Multilingual services offered

� High call volume in peak times (Monday’s, end of the month)


� High call volume in peak times (Monday’s, end of the month)

� Training programs need to leverage downtime

� New CSR’s certification is needed to raise the level of quality and service

� New Call Center open July 2008 In Tempe, AZ – How do we train employees?

The right tools

Using 3rd party vendor software to:

• Create e-learning training

• Deliver training to a target audience

• Deliver training to multiple sites

• Track & score (SCORM)

• Report


• Report

How we used learning activity notifications


RTL’s Before LMS RTL’s After LMS

Each Supervisor sends an e-mail to their CSR team

telling them to complete the RTL by the deadline

(30days)

RTL is created with 3rd party vendor software

E-learning is loaded into the LMS (less than 5min)

Notifications are customized then activated in the

Call Center Training BEFORE and AFTER


Supervisors manually send reminder e-mail

Employees emails supervisor with status of RTL

Employees manually completes RTL and/or attaches

electronic file then sends completed RTL to supervisor

Supervisor manually grades all test scores and tracks

progress on excel spreadsheet e-mail employee back

with test scores if they do not pass the whole process

starts over

Supervisor has to police procrastinators

Notifications are customized then activated in the

staging area

Notifications are linked to Managers and Supervisors

The RTL is loaded in Assigned training with CSR

Audience

Assignment feature is turned on

All intended recipients get the RTL placed in their My

To do in LMS

Tracking by LMS begins

Call Center Training BEFORE and AFTER

The solution is very effective

Quick

Customized


Provides consistency

Increases production, quality and service

Drives Results & Employee Engagement

Corporate Compliance

10 Courses

800+

Employees

9 Courses

Reporting State & Federal Requirements


for Managers10 Courses for Managers

4 Months

to complete

for employees9 Courses

for employees

RFP Accreditation


We had to build 2

separate audiences to

accommodate our needs



Existing Employees New Hires

• 4 months to complete

• Mgr vs. Non-Mgr.

• 30 days from date of hire to complete

• Mgr vs. Non-Mgr.


Rules Set

had to be configured to meet our needs

DEMO

Assigned Audience Training for


Assigned Audience Training for Corporate Compliance

Understand the REAL value of reporting


Tracking Certifications (CPE for CPA’s)

� Continuing Professional Education (CPE) for CPAs

� Consolidate and centralize training records to maintain accurate tracking

� Eliminate silos to become cross-functional and gain access to reports

� Each employee can maintain an active role by managing their CPE’s

� Organizational Performance metrics tied to training hours

-From 55/hrs per year per employee to 60/hrs+


� Goals set for Individual Objective Plan (IOP) or Personal Development Plan (PDP) can be managed easily and with accuracy.

Key LMS initiatives that drive results at MedImpact


Key Initiatives that drive results …Customer Support InitiativeCustomer Support Initiative

� LMS allows us to perform and achieve results much faster than ever expected.

We can calculate the tangible metrics but what is unique is that LMS also adds

value with Intangible metrics.

ROI ResultsROI ResultsROI ResultsROI ResultsROI ResultsROI ResultsROI ResultsROI ResultsUsing RTL’s via the LMS:Using RTL’s via the LMS:Using RTL’s via the LMS:Using RTL’s via the LMS:

• Certified 20 CSR’s Level II in 2009 vs. 6 in 2008. • We removed 200 hrs of RTL Supervisor Maintenance


• We removed 200 hrs of RTL Supervisor Maintenance• Reduced Escalated Calls by an Avg. of 2,500 per Month

We have surpassed our Managed Goal = We have surpassed our Managed Goal = We have surpassed our Managed Goal = We have surpassed our Managed Goal =

All calls answered by aAll calls answered by aAll calls answered by aAll calls answered by a “Live Person”“Live Person”“Live Person”“Live Person” within within within within 28 seconds28 seconds28 seconds28 seconds

Key Initiatives that drive results …Compliance InitiativeCompliance Initiative

� The original (pre-LMS) processes were paper based & manual

� Time and cost it took with paper based approach was huge

� How it is changed for administrators, managers & employees

� Reporting capabilities were ad-hoc

� Manual process was prohibitive for quicker RFP response

� Quick accurate snap shot of company metric was essential

No last minute planning


� No last minute planning

� Ease of use = confidence in meeting reporting deadlines

� Targeted training for existing employees, new hires, Managers and Non-managers

� Created separate audiences for new hires and existing employees

� Assigned Corp. Compl. training to existing hires with a deadline of April.

� Assigned the 9-10 corporate compliance course to new hires (30 days)

� Automated notifications with reminders and warnings to All audiences

� Auto-assign allowed us to report exceptions & become more proactive

SumTotal LMS helped us achieve results by…


� The Auto-assign feature eliminated all our manual processes

Results Accomplished Using SumTotal

� Rapid deployment of ROD LMS within few short weeks

� Fast adoption of ROD LMS with all 800 employees on LMS

� Audit report creation from 2 weeks to less than 2 hours

� Improved customer service: All calls resolved within 28 seconds

� Improved compliance with tracking of Compliance trainings

� Significant cost saving due to reduced ILT and reduce travel


Significant cost saving due to reduced ILT and reduce travel

� Improved effectiveness of sales training

� Competitive advantage with faster auditing and reporting

� Increased employee development and engagement

� Reduced administrative overheads

Evaluation Plan Guide - Example


Discuss MedImpact’s lessons learned using SumTotal LMS


Q&A

Lesson learned – Self Tracking


Thank You

Corrie Woolcott


Corrie Woolcott

MedImpactMedImpact Healthcare Systems, Inc.Healthcare Systems, Inc.

[email protected]

LMS Accelerate your Training

Education

Transcript of LMS Accelerate your Training