From Memorization to Resource Mastery

A large patient support program services 50–100 prescription drugs under a single foundation. Overarching rules apply across the program, but each drug has unique engagement requirements that agents must apply correctly on every call.

Expecting new and seasonal agents to memorize all of it was never realistic. The volume changes too often, and the cost of a wrong answer is too high.

Operations maintained internal Wikis as reference tools, but they failed on the job: updated inconsistently, edited by many hands without templates, fragmented across roles, and changed without notifying Training.

Agents stopped trusting self-service and escalated routine questions to managers — pulling leadership away from operational work and creating inefficiencies at scale.

I designed a blended model that separated exposure, practice, and performance. About 30 minutes of facilitated ILT introduced each concept. Then 60+ minutes of scenario-based Rise practice required learners to locate answers in the same AMQ resources they'd use in production.

Every workbook closed with a Resources for Success section — explicitly teaching when and why to use specific links on the job. The goal wasn't recall. It was confident resource navigation under pressure.

520 learners trained across 3 classes and 2 roles. Attrition dropped from 16.7% to 10%. Required annual system sign-offs were reduced (100 → 80 and 89 → 77 across roles). Average time to training completion was cut by more than half — from 18.25 to 8 hours for one role and 16.5 to 9 hours for the other.

Operations leadership formally recognized the work: "I feel confident the team will be successful coming out of training this year."