SecureHealth Support
Agent console — training sandbox
This is a practice environment. No real member data is used.
Agent console — training sandbox
This is a practice environment. No real member data is used.
Member Experience Coaching
Welcome to your Member Experience Coaching simulation. In this activity, you'll practice handling realistic healthcare insurance member calls in a safe environment where you can strengthen your communication skills before speaking with real members.
Today's Mission
Your goal is not simply to explain benefits or policies. Every conversation is an opportunity to build trust, demonstrate empathy, and help members feel heard. Each call is a real-world scenario drawn from the situations customer service representatives handle every day. Here's what you'll be practicing:
These are transferable workplace skills you'll rely on in every member interaction, not just today's simulation.
Get to Know Your Console
Here's where everything lives. Nothing to memorize, you'll have it in front of you the whole time.
Navigation
Switch between your Dashboard, Member Lookup, and the Conversation Success Guide any time, even in the middle of a call.
Your Queue
See which members are waiting and answer any call, or revisit one you've already taken for more practice.
Live Call Panel
Stays open on the right the whole time, so you can check the guide or pull up a member's file without ever leaving the call.
How Coaching Works
After every response you send, you'll get a short coaching note right in the conversation, like this one:
I can hear how frustrating this is, especially after that wait.
There's rarely one perfect answer. Good communication means balancing empathy, accuracy, and professionalism in the moment, and your coaching notes will reflect that balance after every call.
SecureHealth Support
Agent Console
Welcome back
Review the conversation guide before your first call comes in.
Practice queue
Pick any member to start or retake a call.
Pull up account details before or during a call, or start a practice call directly from here.
Seven techniques for handling a difficult call. This stays one click away during your calls too.
Call summary
Scored against the five skills this sandbox covers.
Overall score
--%
Annotated transcript
Call feedback
What went well
What to work on
Linda Martinez
(414) 555-0148
The member is on the line