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Admin, HRSC Support III - Mon - Fri ***This is a Temporary position with the possibility of becoming a regular position*** Basic Purpose:
Serves as the Tier II contact point for the Human Resources Service Center (HRSC) inbound inquiries related to the Quest Diagnostics benefits program for questions, issues and concerns. Will resolve issues related to all benefits offered to employees (medical, dental, vision, life, disability, 401(k), Time off with Pay, etc.) with a limited degree of technical oversight. Will manage the standard/routine transactional processes related to the benefits plans to include eligibility issues, executing Qualified Medical Child Support Orders (QMSCO), responding to subrogation inquiries, investigating and resolving benefit deduction and TOP/PTO accrual issues, supporting the dependent verification process and the annual enrollment process, service credit calculation process, etc. Job Responsibilities:• Provide customer service support and meet the day-to-day benefit plans administrative needs of both employees and the Benefits COE • Responds to complex eligibility and enrollment inquiries about employee benefit programs• Resolve issues and perform key processes as dictated by the established HRSC Service Level Agreements• Research participant questions and plan issues and partner with Payroll, the Benefits COE as well as other COE's, health plan vendors or other benefit plan service providers as appropriate• Demonstrates extensive knowledge of benefit programs and the vendor/payroll processes• Take a broad perspective to problems and spots new, less obvious solutions• Act as an informal resource for Tier I colleagues • Identifies key issues and patterns from inquiries and data• Escalate key trends and issues to the Sr. Benefits Specialist and HRSC Benefits Manager• Update case management system with customer contact and case resolution details• Support Benefits Tier 1 during peak periods of demand (e.g., annual enrollment)• Act as a liaison between employee and plan vendors on unique issues (e.g. eligibility, deductions and general plan provisions) • Foster teamwork, positive morale, and open communication• Provide support for the Annual Benefits enrollment period and for special project work as needed • Provide support for company goals, compliance related initiatives and general process improvements for our plans, employee and customers• Assists employees and family members in processing death claims under basic and voluntary life insurance plans.• Supports payroll and the BU in providing required information to state agencies for statutory disability and family leave programs. Job Requirements:
• Bachelor's Degree or equivalent experience preferred Work Experience: • Minimum 4 years of benefits related experience. Familiarity with applicable state and federal regulations (eg: FMLA, ERISA, COBRA). Broad experience across all benefit plans • 2+ years HR Shared Service Center or Insurance Carrier work experience preferred Other: • Must be detail oriented and highly organized -Excellent written and verbal communication skills• Effective time management and organizational skills• Ability to effectively meet customer needs, and take responsibility for customer satisfaction• Ability to follow established procedures in a timely, accurate manner• Ability to maintain effectiveness and professionalism when experiencing change in work tasks and/or the work environment• Ability to work in a fast-paced, team environment and under pressure of deadlines• Excellent collaboration, teamwork and interpersonal skills• Fluency in English, bilingual a plus• Familiarity with HR systems, such as HRIS, HR Reporting, Case Management, etc. • Proficiency with Microsoft Office products (Excel, Word, Power Point)• Possess sound knowledge of benefit plans• Ability to prioritize, problem solve and apply critical thinking skills Competencies: • Customer Focus• Action-Oriented• Conflict Management• Listening • Priority Setting• Organizing• Analytical