Subject Matter Expert (SME)-Operations
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AI Summary
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
The Subject Matter Expert (SME) is responsible to collaborate with assigned class Trainer/Vendor and UHC support in accordance with the classroom job responsibilities. The SME will actively be engaged in class participation and/or activities needed to assist and motivate agents in their role.
Duties and responsibilities
• Set up and invite Participants to team chats for learners, Trainers, and SMEs in Training Channel
• Update daily attendance tracker
• Monitor learner's login to Genesys/Pulse-Not Ready codes
• Participate and observe in Simulated Practices and fishbowls
• Observe and document agent/learner behavior
• Submit daily Recap to Vendor/UHC support
• Assist/troubleshoot learners with system issues
• Proactively identifying and assisting as needed
Eligibility
1. Must be prior season returner Agents, must go through wave 0 or new hire training prior to supporting the training classroom.
2. Supervisor/Coach, must go through wave 0 or new hire training prior to supporting the training classroom.
3. Trainers
Minimum education and experience required
• High School Diploma or equivalent
• Active resident Health Insurance Producer License
• Previous experience as a licensed sales agent handling inbound or outbound sales calls
• Must obtain and maintain non-resident licenses as needed: AL, AZ, CA, FL, GA, IL, MO, NJ, NY, NC, OH, PA, TX, VA, WA
• Must successfully complete a Simulated Call Assessment facilitated by a Vendor Lead or SME before being assigned to a team
• Required to attend all initial and refresher training sessions assigned to sales agents
• Experience coaching or mentoring others in a sales environment is a plus
Location:
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