Member Benefits Specialist

Member Benefits Specialist

Summary

Reporting to the Director, Benefit Services, the Member Benefits Specialist is responsible for administering all aspects of membership retention including ongoing relationship management and providing solutions to companies concerns relating to Benefit System Support and utilization of benefit services. The position provides specialized tailored service for companies identified to be Priority Service. The position will ensure that linkages are seamless in relation to program and services offered by OpenCircle Benefits.

Responsibilities and Activities

1. Deliver comprehensive explanations and support so Association Members can effectively utilize their selected benefit plan and understand the value provided to their company.

Activities:

- Review benefit plan option changes upon request and provide guidance on what to expect when transitioning plan levels to ensure a smooth transition
- Provide assistance relating to cost share during renewal, tax times, or when there is a change in benefit plan selection
- Deliver comprehensive training for new administrators upon request, including walkthroughs of the Employer Portal and GroupNet
- De-escalate concerns relating to employees benefit coverage, drug card requests, enrolment of new employees and monthly reporting
- Support Priority Service companies with specialized service unique to the Association Member to minimize wait times and increase service levels
- Create and host monthly benefit webinars distributed nationally relating to information on benefit plans and processes both employee and employer specific
- Review and identify potential compliance issues and provide retraining where applicable and recommend solutions to resolve compliance issues
- Investigate benefit plan termination requests to offer solutions or to provide benefit plan comparisons to retain memberships

2. Monitor and compile Association Member trending to report growth and attrition and obtain information when benefit plans terminate including providing input for Key Performance Indicators reported to the organizations Board members.

Activities:

- Collection and reconciliation of data relating to new and current members and terminating members across the country
- Compile data pertaining to compliance concerns to identify trends
- Conduct survey for terminating benefit plans to obtain reasons for leaving and assess overall satisfaction
- Review and maintain accurate and timely records for reporting
- Analyze trends to identify target areas or members to provide solutions to proactively address future risks

3. Maintain Association Member records in the Benefit Administration System to ensure accurate information is available and accessible by all employees of OpenCircle Benefits.

Activities:

- Lead projects pertaining to the benefit plan with integration into other areas of the organization as determined by the Director, Benefit Services
- Develop new processes to accommodate changes to benefit plans and benefit plan structure
- Complete assigned monthly workarounds such as health checks relating to the input of Association Member data
- Assist the Application Team with documentation, implementation and testing of new releases or system functionality
- Update termination fields complete with reason for leaving and notify the Account and Business Development departments
- Other duties from time to time

Knowledge
- High school diploma
- Degree in business related field preferred
- Demonstrated knowledge of benefit plan design and offerings
- Project management experience an asset
- Identify and provide solutions proactively with persistence
- Proficient in computer software packages including Microsoft Office

Skills and Abilities
- Ability to organize workflow and priorities to meet the needs of Association Members
- Results driven and detail oriented
- Problems solving
- Ability handle inquiries with sensitivity, tact and professionalism
- Exemplary time management and customer service
- Communication skills - written and verbal
- Enthusiastic team player
- Ability to work with mínimal supervision