Redesigning Training for a New Healthcare Order Entry System
Redesigning Training for a New Healthcare Order Entry System
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Industry
Industry
Healthcare
Audience
Audience
Order Entry team at Exact Sciences
Role
Role
Order Entry Specialist stepping up to Learning & Development responsibilities
Duration
Duration
Sep 2021 - Jan 2023
The Challenge
The Challenge
Following a company acquisition, Exact Sciences needed to train staff to support a new order entry process for a proprietary test. The acquired company utilized Salesforce (SFDC), whereas our internal order entry team was only familiar with Epic. The new tool and process required rapid understanding and adoption.
The existing training model was rudimentary and ineffective:
• A two-week program: one week of SOP (Standard Operating Procedure) review followed by one week of demo-based training.
• SOPs were long, text-heavy, and overwhelming.
• Learners struggled to understand tool-specific information, especially since they hadn’t seen the interface prior to the SOP review.
Compounding the challenge:
• Another learner batch was scheduled to begin training soon.
• The Training department was in its infancy, with limited time and resources to overhaul the training program.
My Solution
My Solution
Recognizing the misalignment between the learning approach and learner needs, I proposed a blended learning structure that aligned SOP content with immediate visual context:
Instructional Design Strategy:
Integrated Learning Flow: Morning sessions focused on SOP review, followed by live tool demonstrations in the afternoon, allowing learners to see what they read.
This contextual pairing dramatically improved comprehension, reduced cognitive overload, and helped learners build mental models of the workflows.
I also identified key topics where supplemental resources were needed to fill knowledge gaps.
My Role & Contributions
My Role & Contributions
While officially part of the order entry team, I naturally stepped into a learning designer role, contributing across content design, delivery, and knowledge management:
Training Design & Facilitation
Actively participated in the training cohort and provided continuous feedback.
Was the only team member who proposed actionable improvements despite others voicing concerns.
Collaborated with peers and management to co-create a more effective training experience based on adult learning principles.
Instructional Materials Development
Eased cognitive load of learners by creating numerous helpful resources.
Transformed a 6-page tip sheet into a clear, visual process chart that significantly reduced errors and improved learner performance.
Designed targeted job aids based on real learner questions and confusion points.
Knowledge Management & Support
Brainstormed and led the development of the WIKI (internal knowledge base) from scratch:
Identified high-priority workflows.
Authored or reviewed key resources.
Worked cross-functionally to gather feedback and ensure accuracy.
Gathered feedback from the team via survey and incorporated feedback to enhance usability.
Created and delivered an overview presentation to the broader department to drive awareness and understanding of the new process.
Impactful Retraining & Continuous Improvement
A year later, I led a retraining initiative based on analysis of error trends.
Built insightful presentations and training materials tailored to address specific learner challenges.
Helped to realign the team’s performance, reducing backlogs and improving accuracy.
Results & Impact
Results & Impact
Created a scalable training model that improved learner retention and reduced error rates.
Streamlined onboarding for future learner cohorts, even with minimal support from a formal training team.
Established a sustainable knowledge base (WIKI) that supported performance and reduced dependency on live support.
Demonstrated strong instructional design instincts, initiative, and leadership — all while functioning outside a formal L&D role.
Skills Demonstrated
Skills Demonstrated
Instructional Design
Instructional Design
(Blended Learning, Job Aids, Visual Learning)
Knowledge Development & Management
Knowledge Development & Management
(WIKI Development)
Needs analysis & Feedback integration
Needs analysis & Feedback integration
peer support & coaching
peer support & coaching
cross-functional collaboration
cross-functional collaboration
Reflection
Reflection
This experience was a turning point in my career. Despite being part of the operations team, I naturally gravitated toward solving learning challenges, designing better materials, and advocating for learner success. It reaffirmed my passion and aptitude for learning design and cemented my transition toward a dedicated Learning & Development role.
It gave me great joy and a profound sense of fulfillment to assist my team members in executing their responsibilities with greater ease. Contributing to their increased confidence and competence in their roles was truly rewarding.
The Buzz
The Buzz
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