Training Resource Design
An interactive call guide for health engagement specialists working with treatment-resistant, care-avoidant populations.
Launch the Tool →I would never normally share this kind of information about an employer's internal systems.
OnTrak closed in 2025. That's the only reason I feel comfortable publishing the case study here.
Member Engagement Specialists were making outbound calls to health plan members who had been identified as high-cost claimants -- people using the ER instead of making regular doctor's appointments, resulting in significantly higher claims for the health plan. These were treatment-resistant, care-avoidant individuals. They didn't ask for the call. Many didn't want it. Getting them to engage required more than reading a script.
The training materials existed, but they were everywhere: handwritten notes from training classes, PDF files buried in folders, slide decks across multiple programs. During a live call, reps had too many windows open, too many tabs, and no way to find what they needed in the moment. Worse, some of the training content couldn't even be used on calls -- reps weren't allowed to act as health coaches or give medical advice, but the training department didn't always account for that.
What was missing was a single source of truth. One place that contained only what a rep could actually say on a call, organized the way a call actually flows, accessible without clicking through five different programs.
I designed this tool to sit open on a second monitor during live calls. It's not a script to read from. It's a safety net for when your brain freezes mid-conversation.
Every call follows the same path: Intro, Foundation, Discovery, Tailoring, Close, Transfer. The structure builds buy-in at each step so the enrollment question feels natural, not forced.
Open-ended questions, Affirmations, Reflective Listening, Summary. The core of motivational interviewing, available on hover so reps can grab what they need without breaking the conversation.
11 health modules, each with targeted discovery questions and program pitches. The rep selects the condition based on what the member shares, and the tool adapts instantly. No scrolling through irrelevant content.
Objection handlers, affirmations, and reflective listening phrases appear on hover. One hand on the mouse, the other free to gesture. Nothing to click, nothing to break your flow.
By design, the tool also served as a filter. Any new training content had to answer one question -- where does this fit into the call flow? If it didn't fit, it didn't belong in a rep's workflow.
This brought the training department, the member engagement team, and sales and marketing onto the same page. Training stopped teaching content reps couldn't use. Marketing stopped asking for pitches that didn't fit the conversational flow. Everyone pointed to the same source of truth.
Open the tool to the Start Here page. Read the Intro and Foundation to open the call, then ask the Discovery question: "What would you like to improve on when it comes to your health?"
Based on what the member tells you, click the matching condition. The tool switches to condition-specific discovery questions. Let the conversation flow naturally. These are launching-off points, not an interrogation.
Use the Tailoring section to pitch the program using what they just told you. Weave their words back in so it sounds personalized. Build buy-in with "OK?" at each step. Then ask the required enrollment question.
Introduce the member to their Care Coach with a brief overview of what you discussed. Don't rush this. A strong handoff is the difference between a member who stays enrolled and one who drops out after the first call.
Two sidebars stay visible throughout the entire call, no matter which condition you're on:
The tool is designed for desktop use with a mouse. Open it alongside your phone system and let the conversation guide you.
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