PHI Authentication call simulation

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. 

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. 

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.

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.