• 
  Integrity – Must be trustworthy and principled when faced with complex situations.
• Ability to build positive work relationships – Mutual trust and respect will be essential to the collaborative relationships required.
• Communication – Ability to generate concise, compelling, objective and data-driven reports.
• Teamwork – Working well with others is required in the Fund’s collaborative environment.
• Diversity – Must be capable of working in a culturally diverse environment.
• Continuous Learning – Must be open to learning and skill development. As the Fund’s needs evolve, must be proactive about developing new areas of expertise.
• Lives our values – Must be a role model for the Fund’s BETTER Culture and Mission (Better, Engage, Teamwork, Trust, Empower, Respect)

ESSENTIAL JOB FUNCTIONS AND DUTIES

• 
  Enters, maintains, proofreads, and updates the Benefit Inquiry Tool (BIT) and other knowledge base tools.
• Evaluates whether an update pertains to a specific plan or multiple plans.
• Works collaboratively with the Member Services QA, Training & Support Supervisor to determine consistent language within the BIT and prioritize workload.
• Collaborates with Quality Assurance (QA) Specialist to identify opportunities for improvement in the tool based on QA observations.
• Collaborates with other departments to stay informed of any upcoming plan changes that will need to be updated into the BIT and shared with Member Services
• Supports development and adheres to a quality review program for all BIT updates prior to publishing the update(s)
• Routinely audits BIT for accuracy as well as consistency of documentation across plans.
• Maintains an audit log for all changes to the BIT.
• Provides reports on database statistics and audit findings.
• Updates Fund staff on changes to content in BIT
• Coordinates resolving benefit interpretation discrepancies, including obtaining input from Regional Directors, Member Services management and reps, Claims, Compliance and Healthcare Delivery Support
• Works with Communications Department to ensure hyperlinks contained within BIT are correct and functioning.
• Receives all incoming Member Services e-faxes, documents them in the Customer Relationship Management software application, and triages them.
• Notifies management of reports on statistics and findings/observations
• Sets goals and achieves measurable results.
• Contributes ideas to plans and achieving department goals.
• Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth.
• Exemplifies the Fund’s BETTER Values in contributing to a respectful, trusting, and engaged culture of diversity and inclusion.
• Performs other duties as assigned within the scope of responsibilities and requirements of the job.
• Performs Essential Job Functions and Duties with or without reasonable accommodation.

ESSENTIAL QUALIFICATIONS

***Must be Fully vaccinated for Covid-19***

Years of Experience and Knowledge

• 2 ~ 3 years of related experience minimum in an office environment
• Working knowledge and experience in Access or other databases
• Working knowledge and experience a healthcare/insurance environment.
• Working knowledge of a call center

Education, Licenses, and Certifications

• Associate degree in Office or Healthcare Administration or related field or equivalent work experience required.

Skills and Abilities

• Intermediate level Microsoft Office skills (PowerPoint, Word, Outlook)
• Intermediate level Microsoft Excel skills
• Communication skills (written and verbal)
• Customer service, collaboration and team skills
• Attention to detail and proofreading skills
• Project management and prioritization skills
• Ability to understand and communicate the Plan Units’ health plans and benefit details
• Ability to engage participants and communicate empathy

Hourly range for this position: $24.62~$30.15 - Actual hourly rate may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday ~ Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).