ICE Update

ICE Training Continues:
CoreSource Associates Get the Lessons They Need

In the past 10 months, CoreSource conducted over 30 individual training sessions with more than 150 associates in order to prepare to successfully support clients during the transition to the Integrated Client Environment (ICE).

“Training is a far-reaching project, spanning different roles at all CoreSource offices and scheduling each session to coincide with the rollout at each office,” said Lynn Hagen, Senior Manager, Operations Training and Development. “Each of the claims center trainers work with their management to customize the training agenda to their specific needs. It’s important to customize training because roles may vary within each office in order to meet the needs of each of our clients.”

For more than one year, a training team made up of a trainer and subject matter expert (SME) from each CoreSource claim center has met regularly with the Operations Training Team to learn the new system, develop a robust curriculum, review documentation and share information. Since the first migration, this team continues to meet once a week to share updates, review complex questions and go over any document revisions in detail. A summary of the training provided for the transition to ICE follows:

• Claims and Customer Service associates participate in a two-week training program. During the first week, a trainer teaches associates about the new online environment in full-day sessions. The trainer processes training claims, while leading a discussion about each claim, and provides instruction about wrap applications. During the second week, Claims associates have half-day sessions with the trainer or SME in which they process pre-loaded practice claims, while Customer Service Representatives handle practice calls.
• Supervisors and Team Leads also participate in two-week training sessions. The first week offers the same learning experience as the training for Claims and Customer Service associates. During the second week, Supervisors and Team Leads work on practice claims, review their tasks and learn about the comprehensive reporting package.
• Quality Assurance, Disability, Corrections Team, Healthcare Management, Eligibility and Managed Care receive training specific to their area’s needs. These teams were trained with various methods, including face-to-face sessions and/or webcasts led by a team effort of the Operations trainers, the claim center trainers, and some of the key staff from our Kansas City office.
• Sales/Client Management reviewed many components of ICE, reference materials and the migration timeline. Over two to three days, the teams review the many components from both a client management, as well as a client perspective, where relevant. Specific components reviewed included the ICE claims platform, the Family Files tool for customer service, the new portal and its functionality, such as real-time eligibility, billing and funding, and client reports. Along with instruction, participants were given significant time for hands-on experience.

“Training is going well,” Hagen said. “We typically learn something new at each session, and we share that learning with all of our trainers. This helps to make the learning experiences that follow even more comprehensive.”

Back To Top