Exception Billing

Process driven courses can be some of the toughest to create. Not because sequential learning is harder, but because keeping your learner’s attention becomes a challenge.

My challenge in this project was to match the technical nature of it and balance it with interesting activities and interactions.

Project Overview
This training initiative restructures the Exception Billing process to streamline requests, reduce costs, and enhance documentation consistency. It ensures LPFR Agents can accurately validate additional service requests, obtain approvals, and document interactions effectively to improve the Customer/Service Partner experience and enable real-time revenue capture.

Project Details

Audience: LPFR Remote Support Agents

  • Objectives:

    • List the steps needed within the updated Exception Billing process.

    • Describe LPFR’s responsibilities in handling service partner calls.

    • Demonstrate the approval and denial process for revenue collection.

    • Ensure confidentiality of SKU usage and business impacts.

  • Measurement: Estimated $1M in savings through improved cost avoidance and revenue capture.

  • Completion Tracking: Yes, built-in reporting is in place.

  • Future Updates: Expect phase 2 revisions, including migration from Breeze to Support Workbench.

Tools

  • Articulate Storyline

  • LMS

  • Synthesia

  • Adobe premier/aftereffects

  • Adobe Photoshop

Skills

  • Instructional Design

  • Process Training Development

  • Stakeholder Collaboration

  • Performance Evaluation

  • AI Video Creation

  • Motion Graphics

  • Graphic Design