Quality and Training Program Manager

Quality and Training Program Manager

The Benefit Services Quality and Training Program Manager is responsible for ensuring that the Health Account Services team delivers the highest level of customer service to Consumers and Employers, by providing well trained team members.

Responsibilities

  • Quality Management
  • Lead Team of Quality Analysts
  • Hold Monthly/Quarterly calibration sessions for individuals performing quality reviews
  • Perform quality reviews on Benefit Services Specialists
  • Review a set number of calls per specialist per month
  • Review a set number of emails per specialist per month
  • Perform additional reviews of low performs at Supervisor request
  • Provide results to specialists on a monthly basis
  • Perform quality reviews on Claims and Operations Specialists
  • Review a set number of completed claims per specialist per month
  • Review a set number of completed employer setups per specialist per month
  • Provide results to specialists on a monthly basis
  • Hold Call Quality Review meetings with Partners
  • Training and Readiness
  • Lead team of Trainers
  • Oversee New Employee training program
  • Provide continuous learning opportunities based on compliance, product and regulation changes
  • Ensure training curriculum is updated after each release
  • Develop leadership and soft skills training
  • Product Readiness
  • Attend readiness meetings
  • Train the team on new features
  • Lead efforts for prerelease testing
  • Recruiting and Hiring
  • Review resumes and applications for phone screens
  • Assist with interviews
  • Develop new employee onboarding programs
  • Report on retention initiatives
  • Refine mentor program
  • People Management
  • Hold monthly 1-1 meetings with all direct reports
  • Ensure goals and reviews are completed by company deadlines
  • Systems
  • Collaborate with internal teams to develop and enhance scoring tools and reporting mechanisms
  • Research tools to enhance quality programs for all teams
  • Reporting
  • Provide monthly and quarterly quality scores and trends
  • Provide scorecard/SLA metrics as required by Partner agreements
  • Analyze call trends for call deflection opportunities
  • Bachelor's Degree in Business, Adult Education or related field preferred
  • 2 years of experience leading instructor-led training programs in a business environment required
  • 2 years of experience leading and/or conducting Quality checks required
  • Demonstrated leadership skills
  • Demonstrated excellent customer service skills
  • Excellent verbal and written communication skills
  • Excellent analytical and organizational skills
  • Experience with OnBase, WEX Health Cloud, and benefit plans (Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, Dependent Care Accounts, Transit accounts, and/or COBRA) preferred.

Equal Opportunity Employer/Vets/Disability


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