Perform all aspects of new and existing employee Training to include; preparing, facilitating, developing, motivating and coaching a diverse and qualified staff of individualsIdentify and initial possible process improvementsDevelop, document, update and maintain procedures and tools to support the Department’s Training Programs and day to day processes for each unitMaintain thorough knowledge of the Department’s changing guidelines and procedures internally to include FBHP Company and external changes made at the Center for Medicaid and Medicare ServicesMaintain all changes released by CMS as it pertains to Medicare, Part D, and MA productsThoroughly understand and able to train effectively Part D and MA plans to include pharmacy benefits and tiersStay up to date on all metrics regulated by CMS to include but not limited to call center hours, speed of answer, hold times, et ceteraWork as part of a team to ensure short-term and long-term operational goals are metPerform miscellaneous projects as assigned by ManagementIdentify, research and resolve issues impacting service to internal and external customersEducate staff of potential problem areas and new and upcoming changesLead unit in all performance and review goals.

• Manage team of call center associates to promote a working team environment and ensure best practices are shared.· Works to develop employee’s skills, evaluates performance and provides feedback.· Oversees resolution of employee relations issues and performance standards, productivity and service standards.· Conducts hiring, training, and evaluation of staff.· Provide on-going coaching to each Customer Service Associate (CSA) on their team concerning quality, reliability, accountability and productivity.· Ensure service levels and performance guarantees are met.· Work with Call Center Manager to implement strategic business work plan goals.· Tracks and periodically reports progress to management.· Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided.· Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution.· Backup platform team. May take overflow calls.· Special projects as assigned.

Supports targeted aligned clients to raise performance levels in a dynamic and changing environment. Educate, and motivate our call advocates through training and development. Responsible for delivering learning that makes our employees more effective and customer centric. Teach and develop team members to:Put the customer at the center of everything we doEfficiently perform the technical aspects of the medical call position on both Self directed and Physician directed productsFrom the business side, lead or support facilitation of topics, courses or full programs that focus on the skills required to achieve or exceed the required claim processing standards consistentlyEffectively manage classrooms to expedite quality learningTranslate lessons into actionable stepsTrack performance against goals on a regular basis using key metrics; analyze and immediately act on any issues that could affect achievement of service levelsCollaborates with managers to improve upon identified performanceProvide side-by-side support, using training or coaching to reinforce and develop the classroom learningsManage/prioritize workflows to ensure control and compliance requirements while providing extraordinary customerContinually look for ways of streamlining processes and procedures, eliminating rework and reducing productivity variations wherever possiblePartner with coaches and supervisors to identify training needs

• Operate on multiple computer applications to assist call.• Contribute towards the Center's achievement of providing exceptional customer service.• Demonstrate stamina to successfully complete customer and provider calls within established work hours.• Provide, accept and act on performance feedback from peers, business partners, leadership and customer survey results.• Focus on and demonstrate customer- centered goals and objectives.• Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change.• Complete projects in established timeframes, as deemed necessary.• Maintain and recognize cultural differences/sensitivity.

Troubleshooting with customers on how to effectively operate their fireplaces, submit orders for parts, file claims for defective products and review installs to help make sure their products work properly.

Check customers out, home deliver medications, help with OTC products, submit orders for new products, billing for accounts.