[Hiring] HR Service Center Benefits Advisor @Yale New Haven Health

Role Description

Responsible for resolving employee questions related to a wide variety of Human Resource benefits, practices and policies. Responsible for delivering outstanding customer service to the employees of YNHHS.

• Provides first point of contact support to incoming calls/emails/cases with goal of resolving at first contact.
• Responsible for managing to completion all activities associated with assigned cases or queries.
• Owns case management process, including:
  • Opening cases (create a case for at least 60% of calls)
  • Managing escalation or reassignment where required
  • Closing cases in accordance with Service Level Agreements
  • Updating case management system with customer contact and case resolution details
• Coordinates with subject matter experts in system HR to resolve more complex issues, as required.
• Responsible for monitoring the phone system to ensure sufficient phone coverage and low call abandonment rates.
• Provides accurate, consistent and timely responses to HR standard policies, processes, and system requests.
• Escalates policy issues to Employee Relations as applicable.
• Educates employees and managers on company practices and tools to encourage self-resolution of questions.
• Works directly with vendors/carriers and key partners to resolve issues related to benefits.
• Handles claim and eligibility issues through resolution.
• Responsible for all benefits including:
  • PTO
  • Disability
  • Life Insurance
  • Medical
  • Dental
  • RX
  • Vision
  • Flexible Spending Accounts
  • HSA
  • HRA
  • Tuition Assistance
  • Voluntary
  • FMLA
  • COBRA
• Manages various assigned benefits/LOA/disability/tuition tasks and back-end processes.
• Coaches, develops, and mentors other team members.
• Makes recommendations for updates and changes to the articles in the HRConnect knowledgebase.
• Develops knowledge across all HR functional areas by keeping abreast of organizational and policy changes.
• Assists with and/or leads special projects, initiatives, or processes as needed.

Qualifications

• Graduation from high school, supplemented by college level business related course work, or equivalent.
• Three (3) to five (5) years' experience in positions requiring in-depth knowledge of a variety of human resources policies and procedures, benefit programs, payroll, or healthcare administration.

Requirements

• Excellent active listening, oral and written communication skills.
• Strong desire to deliver excellent customer service in a timely and efficient manner.
• Ability to solve problems.
• Ability to quickly establish credibility with employees via phone and/or email.
• Ability to effectively use a wide variety of technologies and systems.
• Ability to multi-task across different computer systems.
• 100% remote work.

Company Description