FEP Performance Specialist (US)

Elevance Health•Roanoke, VA

5d•Hybrid

About The Position

The FEP Performance Specialist is responsible for providing subject matter expertise for a variety of Federal Employee Program (FEP) Customer Care training programs and content documentation such as scripts and reference materials. This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office. Federal Employee Program - FEP, is a proud member of the Elevance Health, Inc. family of companies, it is a powerful combination, and the foundation upon which we are creating greater access to care for our members, greater value for our customers, and greater health for our communities.

Requirements

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.

Nice To Haves

FEP Claims or Customer Service experience highly preferred.
Strong written, verbal, and interpersonal communication skills preferred

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.