Course Design: How to Identify Triage Hot Words for Non-Clinical Agents

Over the past three years, I have been delivering training for a startup health care call center in Denver, CO. The call center services multiple primary care clinics around the Denver metro area assisting them with scheduling appointments, provider-to-provider referrals, and 24/7 phone access to nurse triage services. At the start of 2018, I decided … Continue reading Course Design: How to Identify Triage Hot Words for Non-Clinical Agents

What Motivates Adult Learners?

  What motivates different people, and how can we match up the appropriate motivators for folks at different stages? I recently began asking myself the same question so I decided to test out a few things when delivering training to our call center staff. I work for a health care call center which if you're … Continue reading What Motivates Adult Learners?