Health Training & QA Specialist

Purpose of the Role:

Reporting to the Health Training & QA Manager, this role has governance and control at its core and continually strives to drive customer experience through all training and audit procedures.  

This role will have operational responsibility for the development and delivery of appropriate training programs across the whole of Irish Life Health across all disciplines. 

The demands from the business for appropriate training support will change over time as new products, processes and services or regulatory requirements are introduced. The jobholder will support the operation in developing and delivering suitable, appropriate and timely training programs.

The role will support adherence to all governance audit requirements  as set out within our agreed QA Strategy.  They are responsible for ensuring that processes and procedures are followed and to monitor same through auditing process.  They are responsible for the reporting and action of all known errors and concerns in an appropriate manner and timescale and to then develop appropriate training and support to bridge this gap.

They are responsible for the ensuring full adherence to our compliance obligations and will be responsible for quarterly testament to same.

The role is independent from the service delivery team to avoid any conflict of interest. Monitoring and auditing activities take place across the whole operations remit as departmental needs arise. The expectation would be that the successful person would have a good appreciation for the whole operation and its processes

They are fundamental to the Automation@scale strategic ambition.  They are required to support projects which will improve customer experience, increase efficiencies and reduce costs, this requires them to work closely with all areas of the operation and across the ILH and ILG operation. 
 

The Job

• Risk & Control – Adhering to and ensuring overall adherence to a robust governance framework and implementing effective monitoring of adherence across our outsourced partners and in house teams.  Works with the Service Delivery Managers and their respective teams to identify relevant effective controls for processes, scripts and control reports. 
• Technical Knowledge - Acts as the technical expert with a strong technical understanding of health insurance including all appropriate legislation (HIA, CPC, MCC, DPC, AML).  Completing the relevant sample of audits as defined by the Head of Customer Service and Claims and the relevant Service Delivery Managers. 
• Stakeholder Management - Work with peers within ILH and outsourced partners to prioritise training demands and ensure visibility of ILH Training Roadmap
• Innovation & Change – Instrumental to business readiness across ILH and our partners.  Seeks to continually improve processes and quality, reduce handling time and deliver an exceptional customer experience and supports this across the business.
• One Irish Life - Supports the Head of Customer Service and Claims with input and recommendations on challenges and opportunities across the business

The Person

• High level of technical knowledge in health insurance
  • APA PMI Qualified as a minimum
• Passionate about delivering exceptional customer service 
• Highly articulate with excellent written and verbal skills
• A strong team player and a natural collaborator at all levels
• A desire for continually getting better, being the best at what we do
• Extremely organised analytical thinker
• Ability to understand complex situations and communicate clearly and concisely.  

Key Competencies