Program Manager

• Establish relationships with HR Partners, business leaders, and employees to ensure our benefits delivery and operations meets employee needs.
• Function as the subject matter expert on benefit programs; resolve benefits issues, escalations and close them in a timely manner – usually within 48 to 72 hours for non-complex and five business days for complex issues.
• Effectively manage multiple, complex projects and deadlines, with internal and external parties.
• Resolve complex issues including identifying the issues, performing a thorough investigation to identify root cause, conducting impact analysis (financial and members), evaluating resolution options (advantages and disadvantages of each option).
• Build effective vendor management activities including, set up ongoing vendor partner meetings on a consistent basis (monthly, quarterly, etc.) to review service improvement opportunities, member satisfaction results on customer service and website efficiencies; monitor service-related performance guarantee results and execute service improvement plans when necessary; monitor monthly invoices to ensure accurate administrative fees and enrollments are applied.
• Actively participate in Annual Enrollment preparation and user acceptance testing to ensure a thorough review of the enrollment system and accurate setup of eligibility rules/requirements, employee contribution rates, imputed income rates, COBRA rates, ASO fees, and premiums.
• In addition, review interface files set up between the benefits administration system and vendor systems (determine required fields based on minimum necessary rules, frequency, monitor file testing results, etc.).
• Ensure the website enrollment process is efficient that provides an excellent member experience.
• Document lessons learned and conduct or participate in AE debrief meetings.
• Identify process improvement and/or automation opportunities; effectively manage implementations, execution, and documentation of new processes; set and track project success metrics and document lessons learned.
• Participate in and/or conduct benefit training for partner teams and external vendors.
• Execute audit schedule and type for each major vendor partner.
• Manage audit progress, review results, and set priorities on necessary changes or improvement plans.
• Partner with technical teams and payroll to ensure the accuracy of employee data and functionality of electronic data interfaces with partner vendors.
• Monitor and understand federal and state regulation changes that may impact the benefit administration process and/or program offerings.
• When necessary, work with internal teams, external ERISA counsel, and/or vendor partners on benefit administration changes.
• Prepare, monitor and/or manage all ERISA, CMS, ACA and/or state-related filings in a timely manner and assure Plan compliance.

Benefits Program Manager Consultant, Remote, PST hours

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