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Operations Spec.-Employee Benefits (Must Be Licensed Life, Health)

Company: Decisely
Location: Alpharetta
Posted on: June 6, 2021

Job Description:

Operations Specialist 


Licensed Agents Only please (License:  Life, Health, Sickness/Accident - any state).

The Operations Specialist is responsible for providing day-to-day benefits administration, education and platform support to clients by troubleshooting system administration issues with relevant parties to ensure timely resolution.  The Operations Specialist will assist with virtual open enrollment education, as well as, facilitate the resolution of health plan related matters on behalf of plan participants as requested.   Maintain familiarity with all Decisely recruit-to-retirement services and program offerings including, but not limited to, group benefit plans, recruiter, onboarding and retirement solutions.  

Essential Duties and Responsibilities:

  • Manage and handle all incoming calls from the client call, chat and email queues and provide prompt responses to inquiries. 
  • Troubleshoot all level one application support issues.  Analyze root causes of technology systems malfunctions and provide resolutions.  Escalate cases to level two application support when necessary. 
  • Track client inquiries and activity in our internal technology solution for accurate reporting.
  • Operates in compliance with HIPAA. 
  • Maintains basic knowledge of the Affordable Care Act and other regulatory health plan requirements including but not limited to COBRA, HIPAA and ERISA.  
  • Establishes and maintains high levels of trust and confidence with clients by serving as a knowledgeable resource and providing accurate and timely responses to client inquiries.
  • Interface with clients, business development, client engagement and other team members to fully understand client needs and service expectations.
  • Assists with clients open enrollment, including but not limited to providing applicable benefits materials upon request.  Manage open support related internal cases to ensure prompt resolution and follow-up.
  • Ensure expert knowledge is maintained and prepares resource information for clients to continually keep informed of benefit trends, State and Federal legislation, rules and regulations.

Personal and Organizational Development

  • Set priorities and manage workflow for self to ensure all goals are met.
  • Maintain cordial and effective relationships with clients, co-workers, carriers, vendors, and other business contacts.
  • Interact with others effectively utilizing good communication skills, cooperating purposefully, and providing information and guidance as needed to achieve business goals.
  • Stay informed regarding industry information, new product/program developments, coverages, legislation, technology to continuously improve knowledge and performance;
  • Project a professional image in action and appearance.

Key Competencies:

  • Full knowledge of employee benefit plans including medical (including Medical Essential Coverage plans), dental, vision, life, disability, voluntary worksite plans and services.
  • Strong attention to detail and time management abilities.
  • Strong ability to multi-task and assign priority.
  • Ability to work effectively and efficiently both with and without direct supervision.
  • Ability to work effectively and efficiently in a team environment as well as independently.
  • Strong interpersonal communication skills, both written and oral.
  • Highly organized and process driven; he/she can manage a multitude of requests, details and follow-ups. 
  • Demonstrated experience with Agency Management Systems and/or Client Relationship Management Systems.
  • Advanced knowledge of navigating the Internet as well as various Microsoft Office programs to include Outlook, Word, PowerPoint, OneNote & Excel.
  • An inquisitive nature, always pressing to know more and understand more about the client and his/her needs.
  • Strong analytical skills enabling one to gather data and present it in a clear and understandable method to the receiving audience.
  • Must be technology savvy, having a curiosity and propensity to learn more about computers, software and other tools that make business more effective and productive.
  • SaaS technology support experience, preferred.

Education and/or Experience:

  • At least 2 years of experience related to our industry, including insurance, benefits, human resources, broker/agency, technology/software applications.
  • College degree and any other professional designations are preferred.
  • Benefits administration and/or client management experience preferred.
  • Life and Health License required.
  • Must have working knowledge of a variety of Microsoft Office computer software applications to include word processing, spreadsheets, database, and presentation software;
  • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands;
  • Must have high level of interpersonal skills to handle sensitive and confidential situations;
  • Position continually requires teamwork, demonstrated poise, tact, and diplomacy.

Physical Demands:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required.

Work Environment and Environmental Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.  There is no or very limited exposure to physical risk.

Keywords: Decisely, Alpharetta , Operations Spec.-Employee Benefits (Must Be Licensed Life, Health), Other , Alpharetta, Georgia

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