Job Track Description:

\n\n Performs business support or technical work, using data organizing and coordination skills.\n Performs tasks based on established procedures.\n In some areas, requires vocational training, certifications, licensures, or equivalent experience.\n\n

General Profile

\n\n Expanded skills within an analytical or operational process.\n Maintains appropriate licenses, training, and certifications.\n Applies experience and skills to complete assigned work.\n Works within established procedures and practices.\n Establishes the appropriate approach for new assignments.\n Works with a limited degree of supervision.\n\n

Functional Knowledge

\n\n Developed skillset in a range of processes, procedures, and systems.\n\n

Business Expertise

\n\n Supports to achieve company goals by helping teams to integrate and work together.\n\n

Impact

\n\n Impacts a team through quality of the services provided and information shared.\n Uses discretion to modify work practices and processes to achieve results or improve efficiency.\n\n

Leadership

\n\n May provide guidance to junior team members.\n\n

Problem Solving

\n\n Ability to problem solve, self-guided.\n Evaluates issues and solutions to provide the best outcome for the client and end-users.\n\n

Interpersonal Skills

\n\n Exchanges information and ideas effectively.\n\n

Responsibility Statements

\n\n Improves participant decision-making process by advising participants on plan provisions.\n Responds to client-specific inquiries, including telephone and web correspondence.\n Completes transactions related to customer inquiries with limited supervision.\n Meets timeliness and accuracy standards.\n Documents calls by creating detailed notes in the case management system.\n Completes callbacks in a timely manner and escalates as appropriate.\n Adheres to call center metrics and guidelines within established procedures.\n Assists junior employees by answering questions or taking escalated calls with guidance.\n Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors.\n Explains the appropriate participant forms and provides guidance on completion.\n Performs other duties as assigned.\n Complies with all policies and standards.\n