This proposal plan reflects the Analysis Phase of the ADDIE model by thoroughly identifying the performance gap, defining the target audience, and establishing clear training goals. It examines the specific challenge newly hired medical receptionists face: lacking the medical knowledge needed to recognize life-threatening symptoms and highlights the organizational context in which they work. By analyzing learner needs, workplace demands, and assessment requirements, the proposal lays a solid foundation for the design and development of a targeted, effective training solution.

Part 1: Project Scope

The training would involve four lessons. This proposal will focus on one of the lessons in addition to the creation of the welcome screen, navigation menu, assessment, and reflection surveys.

Part 2: Background

• Gap: Newly hired medical receptionists do not necessarily have a background in medical care and therefore may lack the knowledge required to identify when a patient needs to be immediately seen by a nurse or doctor. Patients presenting with symptoms that are potentially life-threatening should not be registered and then left in the waiting room. We must adequately train new medical receptionists to recognize symptoms that are potentially life-threatening and decide when a patient needs to be taken to the treatment area for immediate care.
• Audience: This project is being designed for all newly hired medical receptionists at our urgent care facilities. This training may also be beneficial for current medical receptionists that need further education in recognizing potential life-threatening symptoms and reacting accordingly.
• Training Goal: The primary goal of this project is to prevent patients with life-threatening symptoms from receiving delayed care. It is my aim to create a training that can be utilized anytime a new medical receptionist is hired for any of our urgent care facilities by creating an asynchronous, always available, self-paced lesson.
• Main Assessment: Participants will engage in a scenario-based assessment that will require them to assess a patient’s symptoms and make a judgment call on the appropriate next steps.

Part 3: Design Approach

• Format/Structure: This training course will be asynchronous/self-paced.

• Possible Technology: I anticipate using Articulate 360 to create this training.

Part 4: Implementation

• Context: The projected launch date is in May of 2025. The training would be available online, self-paced, and immediately available for newly hired medical receptionists and any staff the medical director determines could benefit from further training.
• Org Considerations: Urgent care facilities are fast-paced high demand environments. I will need to keep in mind that nurses and doctors have constant demands for their time and attention. I will need to emphasize to the medical receptionists that they need to use sound judgment before bringing a potential situation to their attention. Also, medical receptionists will need to be made aware of the fact that patients are not always reliable in determining the extent of their own symptoms. Many patients downplay their own symptoms because they do not want anything to be wrong with them. A medical receptionist can’t only rely on the opinion of the patient.