The Client Profile
PacifiCare Health Systems (PHS) serves more than 3 million health plan members and approximately 10 million specialty plan members nationwide with annual revenues of more than $12 billion. Specialty operations include behavioral health, dental and vision, life insurance, and complete pharmacy and medical management through its wholly owned subsidiary, Prescription Solutions.

The Business Problem
PHS required training for a wide variety of employees, regarding benefits for the elderly and their families and new programs and offerings under the Medicare Part D initiative. New Medicare prescription programs required rapid training of a wide variety of geographically distributed agents and call center employees.

The TechProse Solution
A TechProse team of Instructional Designers, Developers, and an editor created blended learning for multiple PHS programs.  For the Medicare initiative, TechProse created instructor-led training, job aids, and call center scripts for 3,000 Pacific Health Care employees.  The training consisted of interactive multimedia programs delivered via CD and online. The training modules taught call center and sales personnel how to use the new prescription drug plan for Medicare.