Job Title: Participant Services Program Manager

Job Type: FT

Location: Remote, to be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, MD, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV.

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services. With a 97% client retention rate, we continue to grow our footprint across the US.

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Participant Services Program Manager will lead our efforts in managing Consumer Directed Healthcare (CDH) products and COBRA services. This individual contributor role will focus on developing and presenting training programs for CSRs and Account Managers, reviewing and maintaining CRM and telephony systems, and managing quality assurance initiatives. The ideal candidate will be a subject matter expert (SME) with a strong background in program management, customer satisfaction advocacy, and technological integration. The Participant Services Program Manager reports to the Director of Participant Services.

What You’ll Do

• Serve as the SME for CDH products and COBRA, providing expert guidance and insights.
• Stay current with industry trends, regulatory changes, and best practices related to CDH and COBRA.
• Partner with the training team to develop and assist in the delivery of comprehensive training programs for Customer Service Representatives (CSRs) and Account Managers on all Flores products and services.
• Collaborate on ongoing training sessions and workshops to ensure team members are knowledgeable and skilled.
• Establish and manage a quality assurance program for the FSA/HSA call center and for Account Management to monitor and improve service standards.
• Present QA findings to Director of Client Services, Director of Participant Services, SMT and ELT and support them through call calibration sessions.
• Implement quality assurance protocols and conduct regular audits to ensure compliance with company policies and industry regulations.
• Advocate for Net Promoter Score (NPS) and Voice of the Customer (VOC) initiatives to drive customer satisfaction and loyalty.
• Analyze NPS and VOC data to identify areas for improvement and implement actionable plans.
• Review and utilize FCR results to drive system enhancements and/or improvements.
• Create and maintain in partnership with L&D, a comprehensive companywide knowledge base to house all Standard Operating Procedures (SOPs), processes, and procedures.
• Ensure the knowledge base is accessible, regularly updated, and contains accurate and relevant information.
• Partner with applicable parties to assist with a Customer Relationship Management (CRM) system (D365) tailored to the needs of CDH and COBRA services.
• Partner with Directors to implement a new telephony system (such as NICE or Five9) to enhance call center operations and improve the customer experience.
• Ensure the CRM and telephony systems and other technologies integrate seamlessly with other tools and systems.
• Provide training and support to staff on the features and functionalities of the new systems.
• Manage and support various projects, including the implementation of new technologies and ongoing updates.
• Use strong program management skills to ensure projects are completed on time, within scope, and to the desired quality.
• Monitor and report on standard call center Key Performance Indicators, including First Call Resolution (FCR), Schedule Adherence, Quality Assurance, and other standard metrics.
• Use data and analytics to drive continuous improvement in call center operations.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Who You Are

• Minimum of 5 years of experience in managing CDH products and COBRA services.
• Proven expert in developing and delivering training programs for customer service and account management teams.
• Strong experience with CRM (D365) implementation and maintenance.
• Knowledge of telephony systems (NICE, Five9) and their integration with call center operations.
• Excellent project management skills, with the ability to handle multiple projects simultaneously.
• Exceptional communication, leadership, and interpersonal skills.
• Ability to work collaboratively with brokers, clients, and internal teams.
• Qualified candidates possess above average analytical and problem-solving skills.
• An individual that understands the value of providing a high level of customer service.

Work Environment

Flores’ standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional remote office environment. To be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, MD, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with Flores team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support Our Team

At Flores, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – Flores offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

Flores & Associates is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.