On Hold Practice

At FreedomCare, when a case needs to be paused, it’s put “On Hold”. New Care Coordinators joined their teams not feeling confident in their ability to put a case On Hold and to Resume Care because they didn’t have opportunities to practice doing so in a safe environment.

This activity is designed to guide new hires through the process of putting a case On Hold and then Resuming Care. New hires hear clips of a call where the caller mentions a reason to put a case On Hold, then walk through the process first with guidance showing them where to click. Then they repeat the process on their own, but they have hints available if they need them. The character in the training also provides tailored feedback based on where a new hire clicks.