Process Flow:

 

Creating a Volunteer Onboarding & Training Module (Ohio Department of Insurance – SHIIP Program)

 

Project Overview:
Designed and delivered a multi-phase training program to onboard volunteers supporting Medicare beneficiaries across 20 counties in Ohio. This onboarding process prepared volunteers to assist with general Medicare questions, plan comparisons, enrollment issues, and cost-savings program applications.

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Achievements:

Under my guidance, over 90 trained volunteers increased outreach by 25%, contributing to $29.1M in annual savings for Medicare beneficiaries statewide.

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Phase 1: Discovery & Planning

1. Stakeholder Collaboration

• Defined audience: new SHIIP volunteer counselors

• Set training scope and expectations

• Identified compliance and certification requirements (CMS-aligned)

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2. Subject Matter Immersion

• Shadowed experienced counselors and program leads

• Reviewed existing CMS documentation and SHIIP workflows

• Collected previous training evaluations and learning data

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3. Learning Objective Development

• Knowledge of Medicare parts A–D and Medigap

• Ability to conduct plan comparisons and enrollment support

• Completion of role-play consults and pass rate on final exam (90%+ target)

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Phase 2: Design & Development

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Training Structure by Week:

Week 1 – Introduction to Medicare & Enrollment Basics

• Overview of Parts A, B, C, D, Medigap

• Enrollment periods (IEP, SEP, GEP)

• Case studies and quizzes

• Materials: Slide decks, printed glossary, guided worksheet

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Week 2 – Medicare Advantage (Part C), Part D & Medigap

• Benefits, costs, and coverage options

• Policy comparisons and plan examples

• Materials: Medigap policy booklet, slide handouts, role-play exercises

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Week 3 – Tools, Appeals & Benefit Coordination

• Medicare.gov navigation (demo)

• Appeals and penalties (LEP)

• Medicare + Medicaid or employer plan scenarios

• Activities: Jeopardy-style review, consult simulations

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Week 4 – Cost Savings & Final Exam

• Review of cost-saving programs (LIS, MSP)

• Final mock consultations and exam prep

• Assessment: Final exam, checklist of consult steps

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Week 5 – Post-Training Review (2-hour refresher)

• Return and review exams

• Collect post-training feedback surveys

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Instructional Elements:

• Slide Decks (weekly themes)

• Quizzes & Case Studies (formative assessment)

• Final Exam (summative)

• Handouts & Reference Materials

• Role-playing sessions & peer feedback

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