Online Provider Directory

Problem: Agency managers were spending significant time repeatedly demonstrating the same digital tools to new hires, reducing time available for coaching, sales leadership, and performance management. One of these tools was the company's Medicare Online Provider Directory (OPD), available on the open internet.

Learning Solution: This brief and informative microlearning guides agents, step-by-step, through using the OPD to search for in-network provider information such as hospital affiliations, languages spoken, contact information, and more.  It includes a brief instructional video, knowledge check, and downloadable PDF guide for using the OPD.

Impact: This microlearning was posted to our Learning Management System, where it could be taken individually or as part of a comprehensive curriculum covering all of our online sales tools.  It quickly became a popular and effective resource that saved our agency managers time — as they no longer had to personally perform multiple demos of this site to each group of new hires.  The instructional video and job aid within this microlearning were later integrated into our company's wider Mastering Sales Tools VILT for Medicare Sales Agents to increase access to, and awareness of, these effective training resources.