SENIOR BENEFITS ADMIN & COMM ANALYST

Occupational Summary

 

Responsible for providing plan administration, participant communications and customer service support for DHIP benefits and other special acquisitions as directed by the Benefits Administration and Communication Manager. The Senior Benefits Administration and Communication Analyst investigates and provides Tier III customer responses and escalated issues and utilizes this experience to provide input to address issues as needed. Responsibilities will include functioning as project lead for several key benefit initiatives during the year and provides lead plan administration as directed by the Associate Director (ex. disability plan) or has the leadership and responsibility to assure both service excellence and timely response related to the Service Delivery/Case Management system. In addition, this role has full supervisory responsibility for assigned Benefits Specialist positions.

 

Work Performed

• Functions as supervisor for the Benefits Specialist position including staff selection, retention, orientation, development, evaluation, timecards, and coaching. Together, this responsibility as well as the one described below are the two key responsibilities that distinguish this position from that of the Analyst.
• Functions as the project lead for several key benefits initiatives (such as the annual benefits statement or open enrollment) and provides lead plan administration as directed by the Associate Director or has the leadership and responsibility to assure service excellence and timely response related to the Serve Delivery/Case Management system.
• Support the Benefits Administration and Communication Manager and Associate Director by collecting, organizing, analyzing and reporting plan related data, such as eligibility, utilization, demographics, etc.
• Acts as Tier III customer service consultant handling complex benefits issues that require specialized knowledge and research to determine facts and potentially judgment to resolve issues.
• Tracks and monitors the customer service levels provided by Benefits in response to Tier III escalated issues.
• Performs core plan administration activities such as complex calculations and escalated transactional support for the HRIC. Leverages technology effectively in performing plan administration activities while striving for continuous process improvement.
• Manages the day to day interaction with carriers and vendors on plan administration, escalating issues to the Plan Managers as necessary.
• Assists in drafting employee communications with respect to new benefits or to provide continuing education for existing plans.
• Presents benefits material in townhall, webinar, and one on one meetings.
• Identifies employee communications and HRIC educational needs using experience gained while handling Tier III calls.
• Provides training support to assist with educating participants, the HRIC or other HR staff. Stays current on applicable laws and regulations to help ensure compliance with all federal and state legislation relating to benefits.
• Develops current understanding of legislative changes and implement requirements of new legislation as directed by the Plan Managers.
• Provides support to Managers for special projects, including open enrollment, performing research and other tasks as needed. Performs other related duties incidental to the work described herein.

 

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

 

Required Qualifications at this Level

Education/Training:

Work requires communication, analytical and organizational skills generally acquired through completion of a bachelor's degree program preferable in Human Resource Management or a related field.

 

Experience:

Work requires three year