Sierra Holmes

Facilitate virtual training for new hires and upskilling classes in a Workers Compensation environment, delivering workflows, call-handling expectations, documentation standards, and compliance requirements. Create training materials and coach learners through practice, feedback, remediation, and readiness support.

Serve as a primary knowledge resource for trainees and colleagues, providing workflow, resource navigation, and service expectations guidance. Deliver skill-building training, support operational standards, and troubleshoot workflow issues to improve efficiency.

Assist patients and providers with prior authorizations and related healthcare support needs. Use approved scripts for accurate, compliant information delivery, log interactions, and escalate complex cases per workflow and company standards.

Train and mentor new hires on service standards, sales expectations, customer engagement, scheduling, inventory procedures, and daily operational routines. Coordinate team workflow, manage priorities, execute promotional campaigns with marketing leadership, and reinforce performance expectations.

Support remote representatives by resolving inquiries, addressing concerns, and reinforcing high customer service standards. Monitor KPIs and team metrics, provide coaching and problem-solving support, and assist with scheduling and payroll-related duties.

Monitor team performance using internal systems and hold employees accountable for accuracy, productivity, and quality standards. Verify and correct entered data for documentation quality and operational compliance, and schedule coaching and QA sessions while supporting payroll hour submissions.