Transforming Training for Care Management Technology: A Q&A on GuidingCare® University, HealthEdge’s New On-Demand Training Program

The healthcare industry is experiencing unprecedented change. New technologies in care management are now widely available to help healthcare payers streamline care delivery, improve operational efficiencies, and automate manual processes.

How are industry shifts impacting the requirements of effective training for care management staff?

Sontz-Morrison: There are several factors influencing the demand for more and accessible staff training opportunities in functional areas like care management. The first is, without a doubt, workforce shortages and high turnover rates. The World Health Organization (WHO) predicts a shortage of 10 million health workers by 2030. This ongoing workforce shortage across allied and behavioral health, long-term services, nursing, primary care, and women’s health is placing an immense pressure on clinicians and support staff to “do more with less.” Despite these constraints, maintaining quality care remains paramount.

Second, the regulatory environment in healthcare is constantly changing. Health plans must remain updated on Medicare and Medicaid regulations while also focusing on improving pricing transparency and healthcare access. Though it can put more administrative burden on care teams, staying up-to-date on new guidelines is essential to ensuring compliance and remaining competitive.

Lastly, the consumer demand for personalization is shaping how we need to develop our training. Modern consumers have come to expect personalized experiences in most aspects of their lives—including their healthcare. These expectations are pushing healthcare payers to adopt new technologies that are transformational. Training for any of these technologies, which can require staff behavioral changes and high adoption rates to be effective, must be fool proof.

The integration of new technologies, evolving regulations, and current workforce dynamics significantly impacts the requirements for technology onboarding and training at health plans. Health plan staff must enhance their knowledge and stay current with regulations to streamline their processes without adding extra layers or underutilizing talent. Without proper education, new tools can become cumbersome for users, causing issues like technology underutilization, administrative errors, missed regulatory deadlines, or missed opportunities to improve member outcomes.

What is GuidingCare University, and how can it support health plan staff?

GuidingCare® University (GCU) is a self-service learning and development solution designed to empower customers and end-users by giving them control over their success. GuidingCare® users even receive alerts before new training modules go live to improve visibility. With GCU, staff have access to comprehensive training on GuidingCare content, technology, optimization, and best practices.

GuidingCare University was designed to serve staff working in a variety of roles, including utilization management, nurses, medical directors, appeals and grievance staff, and population health professionals. By targeting all staff that utilize GuidingCare software, GCU ensures comprehensive training and knowledge sharing across teams. This leads to optimized solution usage, breakdown of internal siloes, and streamlined daily operations.

What are some of the benefits to leveraging GuidingCare University training?

• Continuous Learning: New courses are added quarterly and as needed based on product feature enhancements, ensuring that there are no delays due to a lack of instructors or updated information.
• Real-Time Updates: Training modules go live at the same time as product updates, providing insights and best practices whose value can be passed on to members.
• Increased Efficiency: Employees can access and revisit trainings at any time, reducing time spent searching for answers and getting stalled by not knowing who to ask.
• Improved Accessibility: Training modules are broken into “bite-sized” 5-20-minute segments, making them easy to watch and understand even with a busy schedule. This is particularly beneficial for care managers who balance training with patient care.
• Self-Empowerment: On-demand training modules ensure employees never have to feel like they don’t have enough training to perform their roles effectively. Trainings can also be used alongside organizational onboarding to give new users a comprehensive resource.

Which metrics do health plans use to measure the impact of on-demand training from GuidingCare University?

Key performance indicators (KPIs) play a crucial role in evaluating the effectiveness of training tools like GCU. In addition to tracking metrics like messaging and touchpoint volume, health plans can assess training effectiveness in other ways. Increasingly, organizations are using badge programs and certifications to demonstrate employee skills and understanding of a digital solution.

To help healthcare payers understand how their employees are using the modules and absorbing important information, GCU will be incorporating three new tools into the platform:

• Knowledge checks that pop up throughout training videos.
• Pre- and post-training quizzes to gauge understanding and identify areas for improvement.
• Reporting that tracks video engagement, including watch duration, completion rates, and most rewatched content.

Recently, a customer interview revealed that employees found GCU training streamlined their comfort with the GuidingCare solution. New employees also reported the GCU training modules enhanced their overall onboarding process and helped them feel empowered to fulfill their roles successfully.

The Bottom Line

Today’s healthcare environment demands a responsive and adaptive approach to staff training, especially when it comes to using new technologies. Effective training solutions are not just an option for health plans, but a necessity. By providing continuous learning opportunities and real-time updates, GuidingCare University ensures that staff are well-equipped to meet the dynamic demands of the healthcare industry—leading to better performance, improved member outcomes, and more efficient operations.

Read our brochure, “Empowering Health Plans to Advance Care Management with GuidingCare”