By Isaac Domenech, Executive Vice President of Operations
Benefits Insights, Spring 2017
At FCE, we believe in the importance of top-quality customer service. That is why we are committed to providing ongoing education and training to our workforce that focuses on providing best-in-class services to our clients and members. To achieve this, FCE has made it a top priority to develop a relevant and consistent educational system.
In 2016, FCE unveiled a new tiered Education & Training (E&T) Program centered on three distinct tiers of learning: New Employee Orientation Training, Enrichment Training, and Leadership Training.
Our first tier starts with New Employee Orientation Training, which provides new employees with an orientation consisting of the philosophy, ethics, values, principles, and business priorities of FCE. They also receive training on the functionality of each department, including terminology and acronyms. Additionally, employees receive appropriate training in the Health Insurance and Portability and Accountability Act (HIPAA), the Employee Retirement Income Security Act (ERISA), Service Contract Act (SCA), Davis-Bacon Act (DBA), and Consolidated Omnibus Budget Reconciliation Act (COBRA). Knowledge, understanding, and compliance with each of these programs are essential for FCE employees. New hires also take courses in email etiquette and personal productivity. Once this initial onboarding process is completed, each department takes over with its own specific training and mentoring processes for that area.
Enrichment Training is the second tier of our E&T Program and is designed to provide ongoing education and training for FCE employees regardless of tenure with the company. Training topics are selected by the department directors and focus on ways to enrich the employee’s knowledge of FCE’s technology, data systems, product lines, contracts, claims adjudication, underwriting, plan building, carrier relations, departmental functionality, healthcare industry regulations, and internal policies and procedures, as well as HR-related topics. These classes are designed to run repeatedly and are offered throughout the month. Employees are encouraged to sign up for classes outside of their department schedule to increase their overall understanding of how our company conducts business.
The third tier of our E&T Program is Leadership Training. This training targets our senior-level staff, team leaders, supervisors, managers, and directors. FCE thrives on visible upper mobility and organic development of leadership. Topics for these monthly sessions are designed to equip our leadership staff with the necessary knowledge and skills to properly train, coach, inspire, motivate, and discipline employees. Holding employees accountable through positive coaching is our desired leadership approach. However, it is also essential that our leadership be skilled in conflict resolution and disciplinary best practices.
Although FCE strives to provide leading technology in our industry, we realize that our most valuable resources are our people. Through our E&T Program, we can build and leverage the collective skills, knowledge, energy, and creativity of our individual employees to provide best-in-class services within the healthcare industry.