Job Description

Job Track Description:


• Performs business support or technical work, using data organizing and coordination skills.
• Performs tasks based on established procedures.
• In some areas, requires vocational training, certifications, licensures, or equivalent experience.


General Profile


• Expanded skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Establishes the appropriate approach for new assignments.
• Works with a limited degree of supervision.


Functional Knowledge


• Developed skillset in a range of processes, procedures, and systems.


Business Expertise


• Supports to achieve company goals by helping teams to integrate and work together.


Impact


• Impacts a team through quality of the services provided and information shared.
• Uses discretion to modify work practices and processes to achieve results or improve efficiency.


Leadership


• May provide guidance to junior team members.


Problem Solving


• Ability to problem solve, self-guided.
• Evaluates issues and solutions to provide the best outcome for the client and end-users.


Interpersonal Skills


• Exchanges information and ideas effectively.


Responsibility Statements


• Improves participant decision-making process by advising participants on plan provisions.
• Responds to client-specific inquiries, including telephone and web correspondence.
• Completes transactions related to customer inquiries with limited supervision.
• Meets timeliness and accuracy standards.
• Documents calls by creating detailed notes in the case management system.
• Completes callbacks in a timely manner and escalates as appropriate.
• Adheres to call center metrics and guidelines within established procedures.
• Assists junior employees by answering questions or taking escalated calls with guidance.
• Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors.
• Explains the appropriate participant forms and provides guidance on completion.
• Performs other duties as assigned.
• Complies with all policies and standards.