Services Spotlight: Product Training Is the Missing Link in Core System Implementations 

When health plans modernize their core administrative systems, the conversation often centers on technology. Implementation timelines, configuration decisions, and integrations dominate planning discussions as organizations prepare for go-live.

Yet one of the biggest factors determining whether a new platform delivers meaningful operational improvements has little to do with the technology itself. According to research from McKinsey & Company, successful transformations are more than three times more likely when organizations provide dedicated training to help employees master new solutions.

It comes down to whether the people responsible for running the system understand how to use it.

Leveraging Education Services for Product Training

For health plans implementing HealthRules® Payer, training is critical to ensuring the platform operates as intended and that operational teams can fully leverage its automation capabilities. Without that foundation, even the most advanced technology can struggle to deliver the expected improvements in efficiency and accuracy. In fact, any team member who supports implementation, serves as an in-house instructor, or uses the system on a day-to-day basis should receive training.

That is why HealthEdge® Global Professional Services provides dedicated Education Services designed to help health plans build the expertise needed to successfully implement and optimize HealthRules Payer.

HealthEdge Education Services Overview

HealthEdge offers a comprehensive suite of training programs, tailored to every stage of implementation and beyond. The programs support both technical and business teams and are designed to empower a health plan’s in-house training team to confidently educate those responsible for implementing and using the system every day. There’s even an opportunity for implementation partners to participate in structured certification programs that ensure consistent expertise, best-practice alignment, and a higher standard of delivery across the ecosystem.

The Real Costs of Insufficient Training: Internal Misalignment

Health plans are often under strict time constraints when implementing a new administrative platform. Internal leaders participate in discovery workshops, design sessions, and configuration reviews while continuing to manage their day-to-day responsibilities.

In this environment, training can easily be deprioritized—but the consequences typically appear quickly once the system is in production, where small misunderstandings can create operational friction.

For example, terminology differences between legacy systems and HealthRules Payer can cause confusion early in the transition. A “provider” label in one system may appear as “supplier” in another. While the difference may seem minor, misalignments like these can interfere with understanding system data and configuring workflows.

Unnecessary Manual Intervention

Training gaps can also lead to complications like improper or incomplete user setup, which can result in increased manual intervention during claims processing and lower automation levels across the platform. Teams may also overlook powerful capabilities and miss out on opportunities to simplify operations.

For example, if a health plan experiences a retroactive member termination, the system should trigger automatic claim reprocessing. If users don’t know HealthRules Payer can automate this process, they may spend unnecessary time on manual review.

Without proper attention to product training, users may rely on workarounds or manual processes that the platform was designed to eliminate.

Building Knowledge Throughout the Implementation Journey

HealthEdge Education Services are designed to enable business and technical users who support the implementation throughout the HealthRules Payer deployment lifecycle.

Rather than treating training as a one-time activity, programs align with the natural phases of implementation—starting with foundational education of key concepts and terminology. Training becomes more hands-on as the project progresses into design and build phases, allowing internal subject matter experts to gradually build knowledge while applying what they learn directly to the configuration of their system.

Self-guided learning modules also provide an introduction to core platform capabilities. Instructor-led training sessions then give teams the opportunity to work directly within the system, ask questions, and explore real-world scenarios that reflect their organization’s operational workflows. Coaching sessions are also available to help reinforce learning by allowing participants to bring questions that come after working in the system.

Preparing End Users for Day-to-Day Operations

One of the most important aspects of system training occurs as organizations prepare for go-live.

In many implementations, the people configuring the platform are not the same ones who will use it every day. Claims processors, enrollment teams, and finance staff may interact with the system differently from the implementation team that helped design it. To address this challenge, Education Services leads End User Enablement workshops to assist in-house trainers as they develop their own internal programs.

During these dedicated workshops, HealthEdge trainers work closely with a health plan’s in-house instructors to develop training materials tailored to the organization’s configuration and operational workflows. Templates and guidance from the HealthEdge team help health plan teams build the training materials for their operational staff.

This approach helps ensure end users learn workflows as they exist in their unique environment. It also helps operational teams understand how their day-to-day processes will evolve as they transition from legacy workflows to the automated capabilities available in HealthRules Payer.

Why Training Matters Long After Go-Live

The importance of training does not end once the system launches.

As health plans expand their use of HealthRules Payer, introduce new benefit designs, or refine operational workflows, new training needs often emerge. Organizations frequently return for focused refresher training that target areas where teams request additional support.

Education Services works closely with customers to understand where knowledge gaps exist. The training team may collaborate with delivery managers or implementation consultants to understand the payer’s unique challenges to tailor the sessions.

This collaborative approach allows health plans to strengthen internal expertise, improve operational efficiency, and reduce reliance on external consulting resources over time.

Modernizing Training With AI-Powered Tools

The Education Services team is also evolving how it creates and delivers training content.

Traditional software training programs often rely heavily on written documentation. While comprehensive, these materials can be time-consuming for busy operational teams to work through.

To improve the learning experience, the team is transforming existing training materials, such as written documentation, presentations, and recorded trainings into dynamic video-based learning modules using AI-powered tools. This approach significantly accelerates the development of training content, giving subject matter experts a more accessible way to review training materials.

Many professionals prefer to learn using video-based training. Short, focused modules allow users to quickly revisit topics and understand exactly how workflows are performed within the system. This initiative turns hundreds of training modules into interactive learning experiences that make it easier for HealthRules Payer users to build and maintain system expertise.

Empowering Health Plan Teams for Long-Term Success

Successful system implementations depend as much on people as they do on technology.

HealthRules Payer provides health plans with powerful automation capabilities, operational flexibility, and the ability to manage complex benefit structures with precision. However, realizing full value requires that users understand how to configure, manage, and optimize their organization’s use of the solution.

Education Services helps health plans build that expertise from the earliest stages of implementation and continue developing it over time.

When organizations invest in training early, they accelerate implementation timelines, improve operational outcomes, and empower their teams to take full advantage of the capabilities within HealthRules Payer.

Discover additional ways that HealthEdge Global Professional Services can help your health plan get more value from your investment in HealthRules Payer with custom code services. Read the data sheet.