Job Description:
How you will make an impact:
- Researches reviews extrapolates revises and validates training materials and documentation to ensure that they are accurate and complete according to FEP policies procedures and related call center technologies.
- Assists Training Quality and Content team with analyzing and assessing needs and identifying root causes.
- Supports development and maintenance of training materials and documentation.
- Keeps knowledge and expertise current by reviewing FHPS policies procedures publications program materials etc.
- Researches newly deployed and/or pending FEP Regulations (e.g. Change Requests and Joint Signature Memorandums: and provides impact summaries to the impacted stakeholders).
- Designs new and enhanced training programs and documentation based on needs. Assesses training outcomes and determines if further training or documentation is needed.
- Supports delivery and/or delivers train-the-trainer sessions.
- Makes recommendations to management on training and content improvements or enhancements.
- As needed participates in meetings with primary contractor and FEP Directors Office.
- Manages day-to-day interactions and relationships and acts as a liaison with primary contractor associates.
- May assist with process re-engineering and with project work.
- Is a high level FHPS expert in 2-3 or more lines of business.
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