• Job Description

  Req#: 24-35299
  Note:
  Hybrid - 10 days on-site (Exton, PA) and 10 days remote (alternating)
  2 days week (out of 2 weeks)
  3 days per week (remaining weeks) (10 days a month)
  Experience level 5+ years
  
  Job Description / Role Profile
  
  Objectives/Purpose
  • Client Business Solutions (TBS) is a global function and key business partner for Client providing simplified and innovative solutions across Finance, Procurement and HR. These create value to the business by freeing up resources from employees to better focus on patients and core operations. TBS is a driver of the latest technology and next generation capabilities in artificial intelligence, robot-ics, automation, and analytics, while being agile at scale. We have established a global network of core hubs and delivery centres to better anticipate needs and operate in a seamless, collaborative way to maximize value.
  • The Center of Excellence & Innovation (COEI) Support Regional Benefits Query Specialist will report to the Manager of Benefits Operations in the US.
  • The incumbent will work in a team that fosters a positive work environment and a strong culture of customer service that will ensure program effectiveness and optimal service delivery in support of the Client Business Solutions model. This role projects confidence, professionalism and genuine con-cern for escalations or issues brought forward by team members and/or stakeholders.
  
  The objectives / purpose of the role
  • Responsible for supporting the query management, administration and communication of all benefits, leave of absence, disability and retirement plans in the United States.
  • Partner with the Total Rewards Center of Expertise and Innovation (COEi) to ensure plan requirements and program guidelines are adhered to.
  • Focus on the employee experience and deliver a high quality service to ensure timely delivery of support and services to our stakeholders (employees, people leaders and HR)
  
  Accountabilities
  • Resolves employee benefit inquiries and escalations from the People Resource Hub and other HR Business Partners related to enrollment, claims, benefit deductions from payroll, coverage changes and detailed plan information with compassion, clarity and with a sense of urgency.
  • Coordinates any plan or policy updates with the People Resource Hub, ensuring crisp and clear communication for the PRH agents and the employee workforce.
  • Provides benefit employee inquiry metrics and trends from ServiceNow for our COEI partners.
  • Support the administration of our company health and welfare plans including medical, dental, vision, life, health savings accounts, flexible spending accounts, tuition reimbursement and 401K/retirement.
  • Participates in the administration of Annual Enrollment operations.
  • Performs quality checks of benefits-related data.
  • Liaises with benefit vendors to provide information, answer questions or connect with internal HR partners.
  • Resolve eligibility and file issues with vendor and determine root cause issue for corrections.
  • Complete ad-hoc reporting for COEI partner, payroll, insurance brokers, etc.
  • Provide benefit data for annual surveys, leadership meetings, policy discussions
  • Identifying defects and working with vendor/COEI teams to implement corrective actions to improve employee experience
  • Works with different functional teams to ensure consistent management of Benefits
  • Researches and interprets a variety of complext technical information in response to inquiries
  
  Core Elements Related To This Role
  • US Benefit expertise
  • Superior customer service experience
  • Research, trouble-shooting and analytical skills
  
  Dimensions And Aspects
  • Technical/Functional (Line) Expertise (Breadth and depth of knowledge, application and complexity of technical knowledge)
  • Previous experience working in a customer-centric environment, customer mindset, help desk role, or equivalent
  • Strong working knowledge of employee benefit plans and their administration requirements, including ERISA, COBRA, HIPAA, FMLA and ADA required.
  • Functional knowledge of benefit spending account plans such as FSA, LPFSA, DCFSA and HAS
  • Leadership (Vision, strategy and business alignment, people management, communication, influenc-ing others, managing change)

• About the company

  Established in 2000, LanceSoft is a Certified MBE and Woman-Owned organization, and a pioneer in providing premium end-to-end Global Workforce Solutions and IT Services to diverse clients across various domains.

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