NTT DATA + UCare CCO Workforce Onboarding & Training Program
About the Project
A fully built-from-scratch, multi-week onboarding experience that transformed new hires into confident, production-ready Claims Processors.
This program delivered structured, systems-driven learning with real-world practice, multi-system navigation, and operational workflows—all designed to scale rapidly across a growing Claims team.
What began as a high-volume staffing initiative with NTT Data became a complete, end-to-end onboarding academy: a blend of virtual instructor-led training, hands-on practice, simulation-based exercises, daily reinforcement, and Agile delivery cycles.
Over 6–8 weeks, participants learned to navigate Amisys, EXP Maccess, DHS/CMS tools, pricing systems, and the full claims lifecycle. By mid-program, new hires were already performing guided practice scenarios with measurable accuracy. By the end of the academy, they were confidently completing production-aligned workflows with the support of a structured audit system and performance metrics I designed.
THE CHALLENGE
UCare needed to rapidly onboard a full workforce from NTT Data to support the CCO Claims backlog clean-up in Amisys and support the new implementation of HealthRules and Amisys migration. The project required:
A complete curriculum built from the ground up
A multi-system training environment
Stakeholder coordination across Human Resources, Information Techonology, Configuration & Claims Operations, and NTT Business Process Outsourcing partner
A scalable program capable of producing independent processors
A measurable quality and audit system
One consistent lead trainer + one support trainer
This initiative was mission-critical to UCare’s operational goals — and required a leader who could design, deliver, and sustain an end-to-end learning ecosystem.
MY ROLE
I was the sole owner of the entire onboarding academy, responsible for:
Architecting the learning strategy
Instructional Design & Curriculum
QA Rubric Integration
Designing the 6–8 week curriculum
Developing all job aids, modules, and workflows
Simulation & Lab Design (Demos) using Amisys training environment
Coordinating with IT for VMware setup & system access
Partnering with HR on Day 1 onboarding
Ensuring compliance + Cornerstone assignments
Facilitating 100% of the VILT sessions
Running Agile sprints and iterative improvements
Creating the audit scoring system
Reporting readiness metrics to CCO + NTT leadership
A Full Claims Training Academy Engineered for Scale— Curriculum Phases
Agile Delivery: Rapid Iteration, Real-Time Adaptation
Weekly Sprints: Competency-based progressions
Daily Standups: Identify blockers
Sprint Reviews: Data-informed improvements
Retrospectives: Immediate refinements to following weeks
Readiness Validated Through a Metrics-Driven Audit System
Financial Errors (High Severity)
Weighted heavily for accuracy and cost impact.Procedural Errors
Documentation, routing, coding logic.Overall Passing Percentage
Combined scoring → readiness determination.
Results & Impact
Delivered a complete onboarding academy that produced independent claims processors, improved accuracy, accelerated onboarding, reduced claims inventory, strengthened cross-functional alignment, and became a repeatable model for future cohorts.