Quality And Training Manager - Us Virtual/Work From Home

The BCTM, is a core and supplemental benefits insurance expert and educator, providing oversite and guidance to benefit counselors as they enroll employees in their benefits primarily for new hire employees and dual/open enrollments during specific dates. This position’s objective is to ensure each employee has an exceptional enrollment experience, focused on ensuring they experience a white glove experience while providing an accurate, timely and engaged guidance experience from a NHO Benefit Counselor.

Ideally, the BCTM maintains an active Life and Health licensing in their resident state, as well as in each state as required to enroll individuals in insurance coverage, in addition, the BCTM must be able to meet other conditions of the enrollment such as carrier appointments and continuing education.

Key traits include providing positive, accurate and value driven interactions with client employees, along with proactively ensuring a smooth and productive experience for both the NHO Benefit Counselor and for our client’s newly hired employees. This role requires attention to detail, timeliness and the ability to frequently problem-solve in a high pressure, time constrained environment. Must be able to provide conflict resolution with superior customer care as a focus.

Key Responsibilities:

• Utilize licensed NHO Benefit Counselors to deliver high touch experience to our clients and their employees by guiding them through enrollment in health and wellness plans.
• Partner with the Senior Manager of NHO Benefit Counselors to ensure and improve quality of new hire enrollments and processes, with a focus on customer care, quality of enrollments and Team/Individual development. Identify and assist with implementing process improvements.

• Coordinate and Lead Coaching 1:1 Meeting, Monthly Team Meeting, Roundtable Discussion.
• Prepare, deliver and implement Client changes and follow up with Counselors to ensure new enrollment information is being used.
• Communicate Client changes from Client Management based on client changes and updates.
• Ensure quality of enrollments meet the delivery of Client information needs, Customer Care level of NHO expectations.
• Drive Individual Monthly Bonus Plan metrics per monthly enrollments.
• Occasional Interview of prospective Counselor Hires.
• Execute monthly call evaluations of Team Members to confirm Counselors are in line with NHO enrollments standards.
• Provides routine subject matter expertise and guidance to Team of NHO Benefit Counselors. (Production Metrics, Customer Care Standards, Client Messaging, Systems Updated on Completed Enrollments).
• Administer NHO/HR Policies and Performance Reviews to evaluate performance of enrollments on a weekly basis.
• Execute the training, coaching and development of NHO Benefit Counselors.
• Assist Counselors with system issues
• Recognize Client issues and inform Client Management to help provide examples and solutions.
• Provides supervision and guidance to NHO Benefit Counselors assigned to specific Clients.

Leadership Attributes:

• Builds relationships, assesses performance, provides career and development coaching, manages pay, and improves colleague engagement.
• Creates channels for colleague retention and career opportunities.
• Living the Alight Core Values: People Matter, Excellence Every Day, Think Forward, Act Now and Be Real.
• Can perform spot project work on client teams outside their main alignment or can participate in other firm wide initiatives.
• Drives the improvement of team and other managers’ performance by motivating and driving SMART goals aligned to Health goals.
• Ensures team members have a training plan where skill development is needed and leads training/skill development across the solution.

Required Experience:

• Regulatory and legislative knowledge (basic country, state, and province)
• Effectively coaches others to achieve quality outcomes
• Customer Care Principles
• System capabilities and telecommunications functionality expertise
• Deep problem-solving skills
• Customer Care Quality Coaching preferred
• Health domain and plan knowledge
• Proficiency in Customer Care tools
• Call center operations experience preferred

Education:

• Bachelor’s degree or equivalent years of industry experience.