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NEWS RELEASE
Date: 10/25/2007
Austin, Texas - Remote Operations covered in Chief Learning Officer Magazine
Chief Learning Officer Magazine
Published October 2007
Excerpt from Elements of Social Media Arrive on the Learning Scene
By Bryan Menell
Nanolearning in Health Care
When Remote Operations rolled out its medical transcription services platform, company co-founder Richard Bagdonas knew adoption of the new technology was the key to success. In the company's early days, it was easy to train the first few pilot customers in person or through webinars. It was this personal approach that helped to fine-tune its technology and service offerings because it created a direct channel of communication to customers.
But as Remote Operations gained traction in the medical transcription marketplace, this personalized approach was no longer a scalable option.
"Our first approach was to take all the e-learning material and make it available to our customers through our system," Bagdonas said. "Our customers are online with our platform every day in order to accomplish the transcription tasks."
The benefits were those of most e-learning programs: The material was available on-demand, 24 hours a day, 365 days a year. Creating the learning content was difficult, though, because it required skilled employees to create and update the information. Remote Operations needed to find a better way to provide this information to its users.
"We realized that we have a tremendous amount of information about these physicians, nurses and hospital administration staff, how they use our system and what kinds of procedures they are performing," Bagdonas said.
With information about the users' behavior, both Remote Operations and hospital management could start prescribing online learning modules within the context of the work that was being done. In mid-2007, Remote Operations partnered with NanoLearning.com to create bite-sized chunks of learning delivered in context, based on the users’ job roles and their experience level.
When new physicians, nurses or health information staff members become a part of the system, they visit the Remote Operations system. They log in and receive e-learning courses intended to make their use of the system very efficient. All users receive a suite of learning modules tailored to their job duties and their role in the transcription process.
For example, if a physician begins using the company's digital signature feature — a process wherein the physician reviews the transcription online and affirms its accuracy — the system can offer an e-learning module specifically outlining the steps a physician uses to "e-sign" the transcription.
The courseware is not limited to just information about the Remote Operations system. The company went one step further and began licensing content from several well-known publishers of continuing medical education. This information was packaged in modules and offered to users of the system for a fee on a per-course-completion basis.
"Physicians are required to keep up to date with medical information in order to maintain their credentials," Bagdonas said. "Now, they have a login to one system that bundles their day-to-day work with credentialing from publishers."
Because Remote Operations has selected multiple content publishers, it can be publisher-neutral for the courseware — the hospital administrators can select which publishers they would like to offer and can offer courses from several. And the addition of learning modules allows the company to grow its user base without adding employees to manage the process.
"As we add new features and services, we simply add new modules," Bagdonas said. "The continued growth for Remote Operations relies on our use of e-learning."
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