There's growing pressure for Human Resource (HR) departments to be a high-level strategic service partner focused on driving business growth, controlling costs, and improving the employee experience. At the same time, the administrative demands on HR continue to increase. To enhance our value proposition and provide an added level of support for our HR clients, Northwestern Benefit offers outsourced Benefit Administration services to include: bill audit and reconciliation, 5500 filing preparation, enrollment & termination processing, benefit administration system implementation, and day to day benefit administration coordination.
The Manager of Benefit Administration (Manager) is responsible for the management, growth and measurement of the Benefit Administration team. The Manager must contribute to and flourish in a team environment, learn and exemplify the 25 Tenets, and engage in regular professional development. In addition, this role is an active participant on the Northwestern Benefit management team. As a part of this team, the Manger will strategize and propose ideas and solutions that continue to develop the value proposition of both the Benefit Administration department and Northwestern Benefit overall.
Means to Accomplish the Objective(s)
The Manager is responsible for directing and planning the day-to-day operations of the team which includes managing and directing the specific members of the team. The role is responsible for the overall direction, coordination, and evaluation of staff, and carry out supervisory responsibilities in accordance with Northwestern Benefit’s policies. Responsibilities include: interviewing, hiring, & training employees; planning, assigning, and directing work; ensuring deadlines and quality standards are met; creating and maintaining reports regarding status of workload; providing formal and informal feedback; rewarding and coaching employees; addressing complaints and resolving problems, as well as occasionally communicating to prospects and clients on escalated issues and the roles of team.
- Ensures department and individual deadlines and quality measures are met; projects and tasks are completed accurately and on time by the team.
- Manages the Billing and Support Analyst and ensures bills are audited timely and accurately with the most efficient process.
- Manages the Benefits Enrollment Specialist to ensure they are processing all lines of client’s enrollments, terminations and required eligibility changes both through paper and electronic submissions accurately and on time
- Manages and trains the Benefits Systems Implementation Specialist and Analyst to work with clients on project managing benefit enrollment system implementations and renewals, as well as troubleshooting data and electronic data interfaces between carriers, vendors and our clients.
- Manages and trains the Benefits Administration Coordinators to work with client’s day to day administration of various benefit plans.
- Assists by providing expertise and direction regarding client issues related to online benefits enrollment systems / interfaces and issues related to processing enrollments, terms and changes for our clients.
- Offers creative solutions and a systematic approach to help the team organize and plan for their work.
- Works consistently to build client rapport and trust, which could include client phone calls and onsite visits with current clients and prospects.
- Understands key business issues, including emerging market trends and legislation.
- Is a vital participant on the Northwestern Benefit Management Team and attends all management meetings and functions
Reports to: Vice President
Supervises: Billing & Support Analysts: 2 – 3
Benefit Administration Coordinators: 4 - 5
Benefits Enrollment Specialists: 6 - 8
Benefits Systems Implementation Specialist: 2 – 3
Knowledge/Experience Required to Achieve the Objective(s)
- A minimum of four years of significant and progressively responsible management experience in process management and quality control (systems, procedures, and practices to promote work flow. The ability to create logical process flows and write detailed procedures is required.
- Experience in benefit administration systems and processes including documenting business and technical requirements, designing and documenting daily procedures and controls, designing organization models and having expertise in electronic data interfaces with payroll and carriers.
- Experience managing people to achieve service level and quality goals. Creating a positive working environment for team members and providing guidance and decision making to the team regarding client issues and establishing workflow procedures.
- Experience with coaching and counseling for team members related to performance.
- Demonstrated success in setting goals and measurements of those systems, procedures and practices.
- A bachelor’s degree or equivalent work experience.
- Knowledge of computer applications, electronic enrollment and data feeds, and an intermediate to high level of Excel experience is required.
- A Georgia state insurance accident, sickness and life license is a plus.
- Project Management certification is a plus.
Skills/Abilities Required to Achieve the Objective(s)
- Management skills—includes hiring and staff planning, decision-making, facilitating and process improvement; makes self available to staff; provides regular performance feedback; and develops skills and encourages growth in others.
- Communication—writes and speaks clearly and persuasively in various situations; demonstrates group presentation skills and conducts meetings; interacts with people well, on the phone and in person.
- Delegation—delegates work assignments, gives authority to work independently, sets expectations and monitors delegated activities.
- Judgment—displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
- Leadership—inspires and motivates others to perform well, accepts feedback from others.
- Performance Excellence—looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
- Planning/organizing—prioritizes and plans work activities, uses time efficiently and develops realistic action plans, manages details effectively.
- Problem solving—identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
- Propensity for learning—participates in continued learning and training for the industry and position.
- Analytical—synthesizes complex or diverse information.
- Advanced computer skills—has an advanced knowledge of MS Word, Excel, Outlook, and PowerPoint. Other software familiarity is beneficial as is the ability to learn various software applications such as benefits enrollment technology, COBRA administration, etc.
- Safety and security—actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
- Models and exemplifies the NWB 25 Tenets and World Class Customer Service practices.
- In all things, seeks to behave in a personal, consistent, and reliable manner.
Physical Requirements/Miscellaneous to Achieve the Objective(s)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear.
This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
Assessment Tool(s) used for this position: