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Elevance Health · 6 days ago

FEP Performance Specialist

Roanoke, VA

Full-time

Hybrid

Mid Level

3+ years exp

Elevance Health is a health company dedicated to improving lives and communities. The FEP Performance Specialist is responsible for providing subject matter expertise for Federal Employee Program training and documentation, ensuring accuracy and completeness while enhancing associate performance and member satisfaction outcomes.

Health CareHealth InsurancePersonal HealthWellness

Responsibilities

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 example, researches Change Requests, mandates, and United States Office of Personnel Management (OPM) memorandums and then 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 for upskilling courses and project related initiatives that include system implementations and enhancements

Makes recommendations to management on training and content improvements or enhancements

As needed, participates in meetings with primary contractor and the FEP Director’s Office

Manages day-to-day interactions and relationships

Acts as a liaison with primary contractor associates

May assist with process re-engineering and with project work

Travels to worksite and other locations, as necessary

Qualification

FEP experienceTraining program designCustomer service trainingFEP Claims experienceCommunication skills

Required

Requires a BA/BS degree and a minimum of 3 years of FEP experience; or any combination of education and experience which would provide an equivalent background