On-Site & Field Services Representative

Job description:

National Employee Benefits Administrators, Inc. (NEBA) is a full service, licensed Third Party Administrator providing benefit administration services to health, retirement and other benefit plans.

We are looking for a positive and highly motivated individual to become an integral part of our Health Plan Enrollment team.

Position Purpose

The On-Site & Field Services Representative is a Senior NEBA representative at the assigned client site, responsible for daily walk-in member services, field event representation, newly eligible member outreach, and benefit education. In partnership with the Manager and Client Services, this position ensures all service delivery is accurate, compliant, and reflective of NEBA’s standards.

Duties/Responsibilities

To be successful in this role, an individual must be able to perform in a satisfactory manner the functions listed below. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.

On-Site Member Service & Enrollment Processing:

● Serve as the senior on-site NEBA representative, managing daily walk-in visits from plan participants and trustees with professionalism and deep plan expertise.

● Handle inbound and outbound member calls across assigned accounts, resolving eligibility, enrollment, and benefit inquiries accurately and professionally.

● Independently resolve complex enrollment, eligibility, and claims coordination issues, escalating to the Manager or Benefit Plan Administrator when plan-level analysis is required.

● Process enrollment transactions, eligibility updates, and member record changes on-site, validating all documentation for completeness and compliance before processing.

● Partner with Processing, Concierge, and Health Plan Analyst teams to resolve cases requiring back-office or system-level action.

● Maintain accurate, audit-ready records of all transactions and member interactions.

Open Enrollment & Member Education:

● Represent NEBA at field events, employer-hosted benefit fairs, and union-sponsored Open Enrollment meetings, providing in-person benefit education and enrollment assistance to members and their dependents.

● Plan, coordinate, and host member-facing benefit webinars in partnership with the local union, covering plan benefits, eligibility criteria, and enrollment processes in an accurate and accessible format.

● Follow up with event and webinar attendees to address outstanding questions and support enrollment completion.

● Maintain a professional and knowledgeable NEBA presence at all in-person and virtual member engagements.

Newly Eligible Member Outreach:

● Own the end-to-end newly eligible member outreach process for the assigned client site, from initial contact through enrollment completion.

● Contact newly eligible members by phone, mail, in-person, or virtual methods, guiding them through benefit elections, plan options, and required documentation.

● Track all outreach activity with date, method, outcome, and next steps, escalating unresponsive or complex cases to the Manager or Benefit Plan Administrator as appropriate.

Other Functions

● Maintain current knowledge of plan documents, eligibility rules, and benefit provisions for all assigned accounts.

● Adhere to HIPAA, data security, and PHI confidentiality standards in all member interactions, on-site environments, and virtual platforms.

● Adapt to changing client needs and business priorities, demonstrating a consistent commitment to member outcomes and professional NEBA representation.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• At least three years of demonstrated customer service phone and email skills, insurance/healthcare knowledge, research fluency, ability to re-prioritize and return to outstanding tasks, professional and thorough guidance and follow-through.

PHYSICAL DEMANDS

• The physical demands described here are representative of those an individual must meet in order to successfully perform the essential functions of this job. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.
• Ability to sit for extended periods of time and to move intermittently throughout the workday.
• Ability to travel as necessary.
• Strong sensory skills, such as good eyesight, good hearing, and dexterity.
• Good speaking and listening skills.
• Ability to perform focused work with close attention to detail.
• Ability to operate office equipment, including computers, copiers, fax machines, and phones.
• Ability to interact with others, both in person and through phone, e-mail, and written correspondence.
• Ability to lift up to 25 pounds.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• What is your salary requirement?

Experience:

• Benefits administration: 2 years (Required)
• Member Services : 2 years (Required)

Ability to Commute:

• Atlanta, GA 30316 (Required)

Work Location: In person