For more than four decades, Trustmark Health Benefits has crafted integrated, flexible, and tailored employer health plan designs that seamlessly meet specific business needs and delight members. Each of our offices around the country is managed locally, by industry veterans who understand the dynamics of the markets they serve. Our responsive and empathetic service teams provide the highest level of support for employers and members. Our local expertise and service represents our national strength. We are an independently operated subsidiary of Trustmark Mutual Holding Company. Trustmark Health Benefits leaders are committed to going beyond customer and industry expectations in realizing our mission to help people increase wellbeing through better health and greater financial security.
As a shared service, servicing all regions of the enterprise, the quality assurance function provides a sentinel effect and is key to determining aspects of our claim administration, customer service, eligibility and plan building functions that require remediation or proactive attention, whether on an individual, departmental, regional or enterprise basis. As the leader of this critical shared service, this position is responsible for identifying trends in work product across disciplines and across regions. And, through collaboration with the appropriate Operations leaders, develop appropriate strategies to provide the necessary retraining or uptraining to improve the enterprise’s overall effectiveness, enabling Health Benefits to deliver upon its client commitments. This role provides an authoritative voice to ensure that various departmental policies, procedures and workflows are appropriately understood, followed and reinforced.
RESPONSIBILITIES INCLUDE:
- Interface with regional Operations leaders to ensure a common understanding of work and expectations of deliverables. Maintain open channels of communication to allow for free flow of information.
- Through leadership of departmental staff, ensure deliverables meet quality and time expectations. Acknowledge successes of team and take corrective action where necessary.
- Provide expertise throughout the enterprise. Provide knowledge and guidance to others. Keep a diligent eye on the greater good of the enterprise, not just focusing on a given region.
- Active participant within the Operations leadership staff, including Operational Excellence and Operations Best Practices committees.
- Ensure documentation is accurate/appropriate and current across disciplines (claim administration, customer service, eligibility, plan building). Documentation to be stored in a shared repository, such as the Benefit Resource Site (BRS). Such information to be available and used to develop training curriculum. Ensure local/regional trainers are versed in the material to effectively deliver to the appropriate audiences within their respective regions.
- Mentor and develop leaders within team as well as ensure those leaders do the same with the line staff, thus raising the abilities and competencies of the department and improving overall service delivery.
- Ensure enterprise projects are appropriately staffed with the training resources that can lend expertise in the drafting of foundational documentation to be stored on-line for future reference as well as prepare training curriculum for the roll out of new products/services or procedures where appropriate.
- Create and design a departmental staffing model to support the department’s efforts in delivering upon enterprise expectations. Maintain staffing model to ensure staffing levels are commensurate with work anticipated for enterprise book of business.
- Other duties as assigned.
SUPERVISORY RESPONSIBILITIES INCLUDE:
- Responsible for overall staffing of the department, including recommendations of staffing levels and the hiring, onboarding and development of staff.
- Through supervisory staff, ensure that expectations of all staff members are appropriately set and clear, and that staff performance is effectively managed to enable a highly functioning, technically proficient team.
- Where appropriate, use performance management to enable improved performance, or where unsuccessful, to take necessary action with underperforming staff members, up to and including termination.
JOB REQUIREMENTS INCLUDE:
- Bachelor’s degree or equivalent combination of education and experience required.
- A minimum of 7-10 years of hands-on training experience in a highly procedural, system-oriented environment, which includes a minimum of 5 years of supervisory or management experience.
- Prior experience working in claims preferred.
- Excellent leadership and decision-making skills
- Strong verbal and written communication skills
- A demonstrated ability to adapt, quickly learn new skills and serve as a sponsor of change.
- A demonstrated ability to think/work/prioritize independently
- Strong organizational skills with attention to detail.
- Prior experience with strategic planning and the ability to provide directional support is strongly preferred.
- Prior experience communicating and presenting to leaders required.
- Able to travel to regional field offices and Home Office.
Pay Range: $75,000 - $100,000 annually (Est.) + Bonus. Candidate skillset, work experience, education and geographic location will be taken into consideration when determining salary offered.
BENEFITS INCLUDE:
- Paid Time Off
- Paid Holidays
- 401K
- Health, Dental, and Vision
- FSA and HSA
- Basic Life Insurance & Supplemental Life
- Short/Long Term Disability
- EAP
- Back-up Care for Children, Adults and Elders
- Wellness Program
A_ll qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability._
Required Skills
Required Experience