Call Center Training
Reporting directly to President Lisa M. Carroll, the Mosaic Insurance Exchange’s full-time training department has both an internal and external emphasis. Team members have expertise in exchange concepts and health care reform implementation.
Call center training sessions focus on the needs of key populations, such as part-time and non-ESI eligible workers, as well as the working uninsured. These informative sessions may include information about HIPAA compliance, Medicare Part D, National and Local health care reform initiatives, and the Affordable Care Act, as well as general facts about products, eligibility, open enrollment, plan renewals and policies and procedures.
Training incorporates a Knowledge Management System utilizing hard copy and interactive training materials, seminars, small team-based training sessions, lectures and role playing over the telephone. Staff is educated in encounter management, escalated issue identification, and health insurance principles and requirements. They are also trained to provide step-by-step instructions to apply for or enroll in insurance online.