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.