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Our goal here in the training department is to support Avesis’ goals through innovative, interactive, high quality training programs thus improving customer’s satisfaction and building long term relationships. |
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Welcome to the BELTS program! The BELTS program goal is to give each employee an incentive to further expand their knowledge of the company and products. The BELTS program will keep employees motivated to continue their journey with Avesis by giving them the opportunity to advance their knowledge in specific areas of customer service and earn belts as they become proficient in their area of expertise. This program will also help employees understand the dynamics of our company as they progress through the BELTS program.
* Only the white and orange belts are required. Every other belt is optional to employees who want to continue through the BELTS program.
Belt Order:
White: Orientation: This is a required belt. This belt will focus on new hire orientation items such as sexual harassment, HIPAA, Avesis’ mission statement, core values, etc. This BELT will give the employee an understanding of Avesis as a whole.
Orange: Product knowledge: This is a required belt. This belt’s focus is to make sure the new employee that has just finished training is ready to go on to mentoring with no problems. This belt will assess a new employee’s ability to maneuver through BRAIN, personal notes and any resource available (except other employees) in order to find the answers they’re looking for and pass the assessment.
Yellow: CAGs and soft skills: Not a required belt. This belt focuses on the employee’s ability to decipher CAGs and route follow up work to the correct group or personnel. Furthermore, this belt will ensure the employee has no problems with soft skills; we will ensure of this by QA scores before allowing the employee to take the assessment.
Blue: Claims and Eligibility: Not a required belt. The purpose of this belt is to ensure the employee fully understands claims by being able to explain claims and eligibility inquiries. Before being to take the assessment, the employee will have to show the ability to submit their own claim inquiries to the claims department with no problems. Also, they must have no problems submitting eligibility inquiries and being able to determine the differences between both types of eligibility inquires.
Green: Mentoring/Leadership: Not a required belt. The ability to mentor new employees and make sure they make a smooth transition onto the floor is a must before being able to take this assessment. Also, being exposed to leadership programs and being able to communicate with other employees in an efficient and satisfactory manner is a must as well before taking this assessment.
Brown: Statistic: understanding the call center as a whole: This is not a required belt. Before taking the assessment, the employee must have an understanding of all aspects of the call center from reporting to stat numbers provide to our carriers.
Black: Independent project to be reviewed by panel: This is not a required belt.
Assessments: Each belt contains an assessment that has to be completed prior to obtaining the belt. The assessment focuses on specific items related to the belt the employee is trying to reach (see Belt Order).
Dates to take assessments will be posted on the calendar and I will also be sending out reminders when the assessment will be due.
Activities/Presentations: The activities and presentations will help you gain knowledge on what the assessment will be about; they are study guides in a sense. Go through the activities and presentations to have and understand a deeper knowledge of the information before taking your assessment.
As new activities, presentations and even surveys are developed, they will be posted onto the class web page and I will also send out an email advising you of this.
Attendance/Behavior: Great attendance and behavior is a must for every aspect of the BELTS program. An employee will not be able to move to the next belt if s/he has attendance problem; if the team lead has identified the employee as being an employee with a behavioral problem, the employee will not be able to move to the next belt until the behavior has been resolved.
Don't forget that you will have two (2) hours to complete any assessment that you may have due. If you need more time or any special accomodations, reach out to me by sending me an email or calling me.
Thank you,
L&D Trainer |
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