Administrator - Benefits

Location: 

Las Vegas, Nevada, US

Position Overview:

The primary responsibilities of an Administrator - Benefits, includes successfully solving Team Member (TM) challenges, including issue resolution, answering benefit/enrollment questions, training Team Members on UKG technology both over the phone and in person, and more. This position carries the weight of the myBenefits Department’s service reputation and Team Member satisfaction levels in their hands.

To thrive in this position, the successful candidate must be comfortable working in a fast paced, metrics-driven call center environment as part of a structured day. They must have a way with Team Members that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, communication must be clear and easy for our Team Members to understand and take action on.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures. 

Essential Duties & Responsibilities:

  • Exhibit strong working knowledge of self-funded medical, dental, and vision plans, EAP Service Offerings, fully insured HMO and DMO programs, Life/AD&D insurance, Short and Long-term Disability, Accident and Critical Illness benefits, Pre-paid Legal, 401(k), HIPAA, call center operations, and stay up to date with relevant laws, regulations, and market trends.
  • Aptitude to grasp new concepts or tools by actively learning.
  • Ability to learn quickly, function in a fast-paced environment, and work on multiple projects simultaneously.
  • Help guide and educate TMs about the fundamentals of their benefits use of plans, and associated premiums (if any).
  • Respond to incoming calls, e-mails, and the like on issues related to benefits and benefit eligibility.
  • Respond to and resolve on the first call whenever possible, TM inquires and issues by identifying the topic and type of assistance the TM needs.
  • “Read between the lines.” TMs do not necessarily have good communication skills and this position may have to interpret what the TM is really asking by responding with a clarifying question or statement.
  • Own every issue through resolution in real time or through comprehensive and timely follow-up with the TM.
  • Research complex issues across multiple databases and work with support resources to resolve TM issues and/or partner with others to resolve escalated issues. 
  • Meet the performance goals established for the position in the areas of efficiency, call quality, TM satisfaction, first call resolution and attendance.

Additional Duties & Responsibilities:

  • Be able to accurately summarize in written form the content, to include resolution related to each interaction with TMs. This means a high volume of data entry.
  • Type at a reasonable pace 30-35 words per minute (WPM).
  • Exhibit a strong understanding of benefit program features and demonstrates strong technical expertise in all aspects benefit rules, regulations, and services.
  • Adapt to continual change as the department fine-tunes the program messaging.
  • Assist with auditing vendor benefits reports, as needed.
  • Manage the workflow (both manual and electronic) to ensure that benefits transactions are accurately processed.
  • Research and resolve issues identified through routine audits, working with other teams as needed to resolve errors.
  • Research and resolve complex employee benefit problems and questions.
  • Coordinate with back-office audits, reconciliation and other processes that govern the regular deliverables such as vendor invoices, QA, transaction processing, etc.
  • Proactively works to identify problems and offer solutions to improve the internal operation and administration of the plans. Takes a proactive approach to suggest systematic processes and procedures that will reduce or eliminate errors.

Additional Duties & Responsibilities:

  • Perform eligibility data reconciliation.  Create, maintain, and modify queries needed to reconcile eligibility data. 
  • Demonstrate understanding of the concept behind adjustments (when necessary and what supporting documentation is needed).
  • Adhere to strict confidentiality requirements.
  • Serve as back-up to the Benefits Coordinator/Receptionist as needed, including but not limited to coverage of the reception area and scanning/auditing of documents.
  • Adhere to assigned schedule.
  • Consistent and regular attendance is an essential function of this job.
  • Perform other related duties as assigned.

 

Company Standards of Conduct

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Additional Duties & Responsibilities:

Minimum Qualifications:

  • 21 years of age.
  • Proof of authorization/eligibility to work in the United States.
  • 1-2 years of experience in a benefits customer service environment using phones and computers as the primary job tools. Prior experience related to data analysis and information management of large sets of data are preferred.
  • Bilingual in Spanish strongly preferred.
  • Inquisitive personality able to troubleshoot internal and TM-facing issues and work with colleagues, and benefit vendors effectively in research.
  • Demonstrates strong listening skills.

Minimum Qualifications:

  • Demonstrated experience in effective and written communication skills necessary as well as interpersonal and conflict management skills.  Must demonstrate an ability to work effectively in a “reactive” situation.
  • Strong ability to multitask.
  • Analytical and creative thinking abilities.
  • Strong data management skills with working knowledge of Microsoft Office with a strong knowledge of Excel.
  • Experience working with UKGs Pro-Benefits platform is a plus.
  • Excellent interpersonal and telephone skills, effective time management skills, and demonstrated conflict resolution skills necessary.
  • Proficient in translating benefit related jargon and complex processes into simple, step-by-step instructions Team Members can understand and act upon
  • Ability to communicate clearly and effectively in English, both in spoken and written form.
  • Ability to also communicate clearly and effectively in Spanish, both in spoken and written form is preferred. 
  • Strong interpersonal skills with the ability to communicate effectively with Team Members of different backgrounds and levels of experience.
  • Effective team player who supports and helps their colleagues.
  • Must be able to work varied shifts, including nights, weekends, and holidays.

Physical Requirements:

Must be able to:

  • Lift or carry 10 pounds, unassisted, in the performance of specific tasks, as assigned.
  • Physically access all areas of the property and drive areas with or without a reasonable accommodation.
  • Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
  • Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
  • Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
  • Work in a fast-paced and busy environment.
  • Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.