The document outlines plans for developing an online customer service training course for employees in the revenue cycle department of a hospital. It will be self-paced and aim to ensure all employees have consistent customer service processes and skills. The course is targeted for completion by the end of 2012 and will take employees an estimated 6-9 hours per week over 12 weeks to complete. It will cover best practices for customer service that will be pared down from an initial list of 20 items and tailored for the hospital's proprietary learning management system, Healthstream.