Knowledge Resource Specialist HighPoint professionals focus on helping government agencies and companies implement their most critically strategic initiatives. The role of Knowledge Resource Specialist contributes to HighPoint by analyzing and reviewing Medicare or Marketplace Training and Content products for accuracy and compliance before delivery to external clients and internal stakeholder partners. KNOWLEDGE AND SKILLS REQUIREMENTS:
Effectively communicate with partners regarding Training and Content product revision opportunities.
Review call data for Training and Content product revision opportunities.
Promote a proactive approach to Training and Content product updates.
Research release requirements and suggest Training and Content product revisions.
Review journals, blogs, government websites, and other publications to stay up to date on Training and Content product knowledge, business trends, and policy changes.
Review and analyze information obtained from multiple governmental, legislative, and regulatory sources for impacts on all products.
Collaborate with Training and Content team members throughout product updates as needed.
Provide support and input on product maintenance schedules.
Review all changes and comments received from client and consult Training and Content teams on implementation of comments.
Consult with internal Continuous Improvement team and external partners regarding strategy for call studies and addressing CSR feedback trends.
Maintain product expertise on the content and purpose of Training and Content products.
Maintain knowledge of Medicare claims processing systems and other CMS subsystems.
Assist in maintaining curriculum call lists and instructor resource lists on scheduled basis or as needed.
Mentor Training team members and content specialists on policies, programs, and systems.
Travel to call center locations and participate in on-site call-listening exercises and focus groups as needed.
Assist Training and Content leadership in the development of focus group questions for call center visits.
Maintain knowledge of appropriate CMS and CCO systems.
Collaborate as a team to seek innovative new methods for improving products across the entire department.
JOB RESPONSIBILITIES:
Advanced knowledge of call center operations.
Advanced knowledge of appropriate program.
Ability to define problems, collect and interpret data, and draw valid conclusions.
Ability to present information and respond to common inquiries or feedback from partners.
Ability to effectively use Microsoft Office software, SharePoint, Adobe, internal reporting tools, internet search tools, and web browsers.
Ability to write routine reports, internal manuals, and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to work on deadlines and manage multiple timelines.
Ability to communicate professionally via telephone, web conference, and chat.
EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS:
Bachelor's degree from a 4-year college or university or 5 years related experience and/or training; or 10 years combination of education and experience.
ABOUT HIGHPOINT:
HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice.
HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.
At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.
HighPoint is privately held with 250 plus passionate employees across offices and locations in Indianapolis, Indiana; and Herndon, Virginia.
HighPoint Digital, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, sexual orientation, age, religion, national or ethnic origin, disability or veteran status.
HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.