Job Details

Researches, reviews, extrapolates, revises, and validates training materials and documentation to ensure they are accurate and complete according to Federal Employees Program (FEP) policies, procedures and related call center technologies. Trains associates on all upskilling of customer service and claims to include providing professional medical service facility correspondence, usage of healthcare provider portals, and adjustments. Serves as an advisor for continuous education needs for associates by conducting side by side training to enhance associate performance and increase member satisfaction outcomes. Assists Training Quality and Content team with analyzing, assessing needs, and identifying root causes. Supplies the information for development and maintenance of training materials and documentation. Keeps knowledge and expertise current by reviewing FEP policies, procedures, publications, program materials, etc. Researches newly deployed and/or pending FEP Regulations (for examp...Performance, Specialist, Training, Technology, Healthcare, Associate