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SalaryOperations CaseManager Job Description
Summary/Objective
This role is responsible for providing effective oversight and implementation support for each case. This includes but is not limited to assist benefit counselors when conducting in person services to our clients along with overseeing the proper functioning of the technology platforms. This role will also assist in the onboarding and training of benefit counselors in preparation of servicing each client’s needs. An in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department is expected.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Case overview responsibilities include but are not limited to:
Assist the Employee Navigator Customer Support team with providing timely responses to HR contacts, Broker Contacts, and Carrier contacts regarding their inquiries about the benefits programs sponsored by Prepare Benefits.
Updating eligibility and enrollment in carrier portals based on changes which occur in Employee Navigator.
Formatting and reporting enrollment data to carriers based on their account structure and requested mapping.
Enrollment support in our call center. Assisting employees with questions about their benefits and/or completing their enrollment on their behalf.
Special Projects Enrollment responsibilities include but are not limited to:
- Assist with building new/renewing clients on Employee Navigator
Competencies
Customer/Client Focus.
Problem Solving/Analysis.
Time Management.
Communication Proficiency.
Teamwork Orientation.
Technical Capacity for business software and individually assigned hardware.
Supervisory Responsibility
This position may have supervisory responsibilities over benefit counselors specific to the case that is being overseen. All other supervisory responsibilities over the benefit counselors are those of the operations manager.
Work Environment
This job operates in a variety of environments determined by each case; primarily it will be a remote position worked from home. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines however it may be on location at remote site.
Service Level Expectations for call center
This role will be responsible to make sure proper service levels are maintained during each case engagement.
Required Education and Experience
Customer service experience of at least 5 years or a college degree.
