PHI Authentication call simulation
Situation:
Following the release of the HIPAA Compliance and PHI Overview training, employees at EVERSANA needed a hands-on learning experience to apply the concepts in real-time scenarios. A practical understanding of PHI authentication during calls was still a gap, especially under pressure.
Task:
I was tasked with designing an application-style training simulation that mimicked real-life call scenarios, enabling learners to demonstrate how they would respond when authenticating PHI during patient interactions.
Action:
Using Storyline360, I developed a call simulation where learners played the role of an agent responding to a virtual caller. Each scenario required selecting the appropriate response to maintain HIPAA compliance. I incorporated AI VoiceOver to bring both caller and agent dialogue to life, enhancing the realism and engagement of the training.
Result:
The simulation reinforced knowledge retention and practical application, contributing to the continued reduction in HIPAA-related non-compliance from 83% down to 15% in internal QNCR reports. It received positive feedback from supervisors and was adopted as a key component of the compliance training pathway.