3: Facilitating Back-office Training

Overview

Facilitation includes directing learners to activities and breaks, explaining processes through live walkthroughs, and fielding questions on the fly.

The following pages document the live walkthrough process for back-office training.

Sections

Learner Practice

Hands-on practice is a critical part of the learning process, offering a holistic and practical approach that enhances understanding, skills, and confidence in using a new system. Including practice activities to pair with lectures and e-trainings is highly recommended.

Many different practice exercises can enable learners to gain experience in the training environment.

Hot seat

Provide a learner with a claim with an assignment for them to work in front of the group. This can be a claim that was created specifically for this activity or a live claim in the production environment.

Pros: The entire group can learn at once, the hot seat learner receives immediate feedback, and the claims reflect real-world situations

Cons: The hot seat learner may feel pressured or anxious, the feedback may come off as unfair, and the hot seat learner may feel reduced confidence, time spent on creating sample claims

Quiz on guidelines

Learners must understand the guidelines and best practices for casework, not just how to process tasks in QFD. For example, the knowledge of when to initiate pre-arbitration or how to conduct a fraud investigation is independent of the system. Providing a quiz that focuses on casework requirements allows trainers to evaluate learner proficiency.

Pros: The entire group is evaluated on the same skills, learners can take as much as needed to complete the quiz, quizzes don't require the creation or acquisition of claims

Cons: Quizzes need to be graded, feedback is not immediate, quizzes don't allow for abstract answers derived from critical thought

Scenario-based worksheet

Provide learners with scenarios and ask how they would handle that situation, pulling from both internal guidelines and QFD functionality. Include screenshots from QFD to show the options the learners have or provide them with a sample claim so they can explore on their own.

Pros: The entire group is evaluated on the same skills, learners can take as much as needed to complete the worksheet, worksheets may not require the creation or acquisition of claims, scenario-based worksheets prepare learners for real-world situations

Cons: Worksheets need to be graded, feedback is not immediate,

Group work

Segment learners into groups and provide any of the activities above to be completed as a team.

Pros: The learners will gain from each other's diverse perspectives, teamwork can boost motivation, and build rapport among learners

Cons: The learners are not evaluated based on their individual knowledge, group work enables freeloaders, time spent on creating sample claims