HR Customer Service Representative- Benefits
If you want to be a part of a place that provides nothing less than extraordinary compassionate care, then Adventist Health System is the place for you!
We are currently seeking qualified candidates for a HR Customer Service Representative- Benefits position that will be based in our Human Resources Shared Services department. This position will be based in our Solutions Center in Altamonte Springs, FL.
The Employee Contact Center Representative for the Benefits Service Center is the first point of contact for the resolution of routine employee inquiries and requests via phone, email and fax, as it pertains to AHS group health and welfare programs. The Employee Contact Center Representative ensures the caller's needs are met in a timely manner, triaging and troubleshooting inquires, and reviewing relevant data and answering questions in accordance with standard operating procedures for accurate call resolution. The Employee Contact Center Representative escalates calls to a Senior Benefits Specialist or supervisor, as necessary, to address customer needs sufficiently. The Employee Contact Center Representative may also assist with various ad-hoc benefits related assignments as directed.
Specific job duties include:
Deliver superior customer service to employees who contact the Benefits Service Center, applying documented procedures, policies and other reference and resource materials to accurately resolve employee inquiries; utilize sound judgment and make appropriate determinations on an independent level within the scope of AHS policy
Log calls into a computerized call tracking system, maintaining record of transaction for all customer contacts utilizing the case management tool; Log call notes into the legacy system for historical documentation
Provide information and guidance on benefit plan information to employees, including, but not limited to, new hire enrollment, open enrollment, qualifying life events, job status changes, evidence of insurability applications, death claims and government required notices and compliance documents
Provide information and guidance on post-employment benefit plan information to employees, including conversion and portability options and Continuation of Coverage eligibility and enrollment
Provide information on AHS retirement options including AHRP, SDA frozen pension plan/s and other voluntary retirement options
Maintain a broad knowledge of company policies, benefit plan documents and legal and regulatory updates as it relates to employee benefits and group health and welfare plans
Maintain appropriate relationships with benefit vendor representatives, corporate Benefits team members, internal Shared Services and HRIS teams
Ensure AHS compliance with HIPAA, maintaining employee privacy where appropriate, including confidentiality and protection of sensitive information
Answer phone calls and respond to emails within established service-level agreement timeline
Participate in activities and training designed to improve employee satisfaction
Meet professional obligations through efficient work habits such as, honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner
Education Requirements:
Associate's degree plus two years of work experience within a Human Resources team environment, or the equivalent in education and/or related experience required
Experience Requirements:
Experience in a large employer setting with complex and varied benefit programs and policies preferred
Knowledge & Skills Required:
Basic knowledge of general benefits administration, including common state and federal regulations surrounding FMLA, HIPAA, PPACA (ACA), and IRS regulations
Skilled in understanding and applying applicable rules, regulations, policies, and procedures relating to group health insurance and retirement benefits
Good communication skills, both verbally and in writing
Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints with win-win solutions whenever possible
Demonstrated ability to collaborate and work with a diverse group of people to meet goals and objectives
If this position sounds like a great match for your skills set and experience, please apply online now!
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
We are currently seeking qualified candidates for a HR Customer Service Representative- Benefits position that will be based in our Human Resources Shared Services department. This position will be based in our Solutions Center in Altamonte Springs, FL.
The Employee Contact Center Representative for the Benefits Service Center is the first point of contact for the resolution of routine employee inquiries and requests via phone, email and fax, as it pertains to AHS group health and welfare programs. The Employee Contact Center Representative ensures the caller's needs are met in a timely manner, triaging and troubleshooting inquires, and reviewing relevant data and answering questions in accordance with standard operating procedures for accurate call resolution. The Employee Contact Center Representative escalates calls to a Senior Benefits Specialist or supervisor, as necessary, to address customer needs sufficiently. The Employee Contact Center Representative may also assist with various ad-hoc benefits related assignments as directed.
Specific job duties include:
Deliver superior customer service to employees who contact the Benefits Service Center, applying documented procedures, policies and other reference and resource materials to accurately resolve employee inquiries; utilize sound judgment and make appropriate determinations on an independent level within the scope of AHS policy
Log calls into a computerized call tracking system, maintaining record of transaction for all customer contacts utilizing the case management tool; Log call notes into the legacy system for historical documentation
Provide information and guidance on benefit plan information to employees, including, but not limited to, new hire enrollment, open enrollment, qualifying life events, job status changes, evidence of insurability applications, death claims and government required notices and compliance documents
Provide information and guidance on post-employment benefit plan information to employees, including conversion and portability options and Continuation of Coverage eligibility and enrollment
Provide information on AHS retirement options including AHRP, SDA frozen pension plan/s and other voluntary retirement options
Maintain a broad knowledge of company policies, benefit plan documents and legal and regulatory updates as it relates to employee benefits and group health and welfare plans
Maintain appropriate relationships with benefit vendor representatives, corporate Benefits team members, internal Shared Services and HRIS teams
Ensure AHS compliance with HIPAA, maintaining employee privacy where appropriate, including confidentiality and protection of sensitive information
Answer phone calls and respond to emails within established service-level agreement timeline
Participate in activities and training designed to improve employee satisfaction
Meet professional obligations through efficient work habits such as, honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner
Education Requirements:
Associate's degree plus two years of work experience within a Human Resources team environment, or the equivalent in education and/or related experience required
Experience Requirements:
Experience in a large employer setting with complex and varied benefit programs and policies preferred
Knowledge & Skills Required:
Basic knowledge of general benefits administration, including common state and federal regulations surrounding FMLA, HIPAA, PPACA (ACA), and IRS regulations
Skilled in understanding and applying applicable rules, regulations, policies, and procedures relating to group health insurance and retirement benefits
Good communication skills, both verbally and in writing
Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints with win-win solutions whenever possible
Demonstrated ability to collaborate and work with a diverse group of people to meet goals and objectives
If this position sounds like a great match for your skills set and experience, please apply online now!
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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