Lead delivery of administrative services for large and complex client accounts
Have complete knowledge and full understanding of Health & Welfare administration principles and practices
Demonstrate strong analytical and problem-solving skills by thoroughly assessing issues, identifying root causes, and developing creative and effective solutions
Resolve and evaluate a broad range of issues using creative strategies and recommend creative approaches to enhance outcomes
Perform work autonomously, receiving oversight from managers or subject matter experts at key stages
Communicate and consult with clients on issues, system functionality, best practice, industry standards, legislative changes and on other service delivery functions with a consultative approach
Proactively communicates status and progress of account work and issues to internal and external stakeholders
Ensure all tasks are documented according to the internal guidelines and updated proactively in the internal task management tool to meet deliverable dates
If deliverables are at risk, escalate to client and/or leadership appropriately
Collaborate across internal teams by facilitating issue review and solution identification, resolving problems and in delivering results for clients
Leverage the root cause analysis tool to evaluate escalated issues and share information with leadership as well as with their peers in the event of a global issue impacting other clients
Draft, maintain and communicate work orders for client requests, estimate work effort and required tasks across cross functional team members
Ensure scope, assumptions and fees are documented correctly, and obtain proper internal reviews prior to sending to the client for approval
Review monthly invoices for accuracy including client standard fee schedule, out of scope items and revenue recognition
Work with the call center to make sure they have the correct information to provide high quality service to clients and their employees
Review and respond to call center escalations and member level cases by delegating to the Client Service Associate/Manager for assigned clients
Analyze and interpret all client materials used for benefit administration to ensure that they are current and meet quality standards
Lead all internal requirements documentation creation and ensure other benefit related materials are consistent with the client's specifications and are properly and professionally prepared
Lead the annual enrollment process including reviewing annual plan design changes, updating requirement documents, driving team work to meet milestones, mitigating risks for deliverable misses, delivering client test plans and completing other tasks based on the project plan
Lead testing work flows for clients and internal teams to ensure quality system work and updates
Identify training opportunities and suggest process improvements to streamline ongoing delivery
Requirements
Minimum 5-10 years experience in the healthcare industry, including Benefits Administration
Bachelor's degree or related field
Proven experience managing client relationships and delivering exceptional service