Subject Matter Expert (SME)-Operations

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.

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