Large-scale Medicaid system transition implementing a new omnichannel platform, knowledgebase, LMS, and operational processes for the client. The project consisted of 7 contracted vendor teams, multiple cross-project releases guided by 4 multi-stage deployments, and an executive steering committee (ESC).
The client wanted more efficient operations and streamlined customer experience that provided easier access for Medicaid members and providers. The client needed to unify several call centers into one, migrate its training to a new system, and modernize the user interface.
My firm inherited the project with undefined operational processes, project framework (Agile/Waterfall), and vendor roles, delayed information, and in-progress environments.
As a member of the Training division on the Change Management team, I brought value to the project through the following roles:
Instructional Designer - Developed user guides, job aids, training manuals for role-based users; created storyboards and video scripts; performed end-to-end system testing in LMS Sandbox (UAT).
Content Manager - Established governance processes for the knowledgebase; drove content integrity and publishing workflows; guided vendor partners in article development.
Accessibility Specialist - Performed 508 remediation and compliance audits for knowledgebase articles, PDF documents, and VILT presentations
Change Agent - Developed training materials aligned to future-state technology; supported CSR behavior change aligned to organizational goals.
Submitted integrated training deliverables: 10 user guides, 12 job aids, 10 VILTs w/ facilitator guides, and migrated 100+ knowledgebase articles.
Stood up a new LMS and CMS with document automation to ensure governance standards are met.
Established process workflows and knowledge transfer to vendor partners for sustainable operations and content management.
Applied stakeholder feedback and validated operational business workflows for future state success.
Implemented 4 new systems that streamlined the customer experience and reduced customer service interactions (calls, chats, emails) time.