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Communications Officer, DRG

Trustmark

Communications Officer, DRG

Lake Forest, IL
Paid
  • Responsibilities

    At The Trustmark Companies we help people thrive. We provide products and personalized attention that engage and inspire people to maximize their health potential. We offer employee benefits customized to fit each unique business need or life circumstance. It all revolves around our belief that better health and greater financial security increase overall well-being. And with well-being comes peace of mind. Peace of mind to focus on work and family and everything else that’s important in life. Peace of mind to thrive.

     

    SUMMARY: Voluntary Benefits (VB) is looking for a Supervisor, Implementation Support. In this position you will be a working Supervisor, responsible for the daily operation of the Client Services Implementation Support team. The Implementation Support team is responsible for gathering and inputting all required information needed to set-up new and re-enrolled cases in SharePoint. You will also be responsible for the overall workflow and work ticketing assignment processes, coaching and performance management, and quality assurance of the teams’ output. In addition, you will proactively manage the implementation support processes and may make process or quality assurance enhancement recommendations to management to ensure a seamless experience for our customers. To be successful, you must be focused on exceeding customer expectation and help to build a strong team culture of engagement and inclusion.

     

    JOB RESPONSIBILITIES:

     

    WORKFLOW MANAGEMENT & QUALITY ASSURANCE:

     

    • Oversight and management of the implementation intake and work ticketing queues.
    • Set up and assignment of system (SharePoint) records and work tickets based on associate workload, caseload complexity, and availability.
    • Evaluation and auditing of team work product and execution according to KPIs and standards across all applicable systems and processes.
    • Review and recommend opportunities for improvements/ enhancements to processes, customer experience, systems/ tools, and quality assurance guidelines.

     

     

    TEAM MANAGEMENT:

    • Develop and coach direct reports through regular 1-1s, informal performance discussions, work reviews, and organization performance processes.
    • Responsible for management of, reporting and forecasting of the Implementation Support team staff model and making staffing recommendations to Director as needed.
    • Review and decision of time off requests according to team and organization guidelines and requirement.
    • Creation and distribution of KPI reports via Tableau Server
    • Point of escalation and support for Implementation Support team & internal partners for issues related to Implementation Support team.
    • Other duties/projects, as needed/assigned, including, but not limited to participation in team, division and/or enterprise projects as a subject matter expert.

     

    REQUIRED SKILLS AND EXPERIENCE:

    • Bachelor’s Degree in business, communication or similar field and/or 3+ years of direct or relevant industry / business experience

    • Two (2) years of supervisory/management experience required.

    • Must be able to travel up to 15%. May include occasional weekend travel.

    • Working knowledge of voluntary/worksite products and processes a plus.

    • Demonstrated proficiency in the following areas:

      • Strong analytical abilities
      • Collaborating and influencing outcomes through others with or without direct reporting authority throughout our organization
      • Solid interpersonal effectiveness. Ability to develop relationships, handle conflict, resolve issues, and promote a strong internal team culture
      • Resolving complex issues and negotiating beneficial outcomes using strong business judgement and decision making skills
      • Strong oral/ written communication skills
      • Strong organizational skills using a disciplined approach to activities and projects; Ability to manage multiple priorities at the same time
      • Ability to solve problems and align the right organizational resources to meet customers’ needs
      • Ability to work independently and to make sound business decisions consistent with divisional strategy and business objectives
    • Demonstrated proficiency in Microsoft Tool (Word, PowerPoint, and Excel) as well as quick ability to learn and use additional systems and tools like, but not limited to, Tableau Server and SharePoint.

     

     

    Come join Trustmark! Join a team that will not only utilize your current skills, but will enhance them as well. Trustmark benefits include medical/dental/life insurance, 37.5 hour work-week, competitive 401(k), subsidized onsite fitness center and cafeteria, free shuttle service to and from the Metra stations, “dress for the day” attire and much more.

     

    All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, or disability.

     

     

    Required Skills Required Experience

  • Qualifications

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.