PEOPLE ESSENTIAL FUNCTIONS

• Responds professionally, courteously, accurately and with empathy, verbally and in writing, to employee inquiries regarding the Houston Methodist employee benefits plans according to established service level agreements (SLA).

• Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding enrollment and benefit accesses.

• Ensures that proper enrollment instructions and necessary documentation is provided.

• Serves as the initial point of contact for claims issues.

• Actively participates in benefit events including assistance in enrollment as needed.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Stays up-to-date on benefit changes and updates to ensure accuracy in information dissemination.

• Actively participates in organizing the work flow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement.

• Processes system data changes as needed upon request.

FINANCE ESSENTIAL FUNCTIONS

• Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members.

• Uses resources efficiently; does not waste supplies.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high quality, cost effective programs to address the benefit needs of our employees.

• Assists in the evaluation of internal processes and makes recommendations for cost savings.

• Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP).

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Two years experience in a call center or customer service environment

• Benefits experience preferred