Point C

Customer Support

• Create a welcoming experience by authentically engaging every caller, every time.
• Make a connection with customers by engaging in friendly and genuine conversation throughout each call to provide a world-class experience.
• Interacting with team and co-workers in a supportive and purpose-drive environment.
• Thoroughly and accurately answer questions about customers’ healthcare accounts.
• Thoughtfully listen to callers’ needs and provide appropriate solutions.
• Demonstrate a culture of ethical conduct, safety, and compliance.
• Handle 35-50+ inbound and outbound phone calls per day.
• Work closely with claim staff to make warranted adjustments to claims.
• Other duties are based on business needs.

Customer Service Representative

Analyst

• Analyze benefit plan documents to extract and translate benefit provisions into internal documentation used for plan builds.
• Create clear, comprehensive plan summaries and benefit mapping documents for new groups and renewals.
• Collaborate with internal teams (Plan Build, Implementation, Eligibility, Auditing) to gather requirements and clarify plan setup needs.
• Review and audit Summary of Benefits and Coverage (SBC) documents to ensure consistency with plan intent.
• Identify and resolve discrepancies or missing information in plan documentation, escalating issues as needed.
• Serve as a subject matter expert on plan language and documentation standards.
• Support continuous process improvement efforts related to benefit documentation and internal workflows.

Benefits Plan Analyst

Procurement

• Coordinate the onboarding process for new vendors, including timeline tracking, project setup, and cross-departmental coordination.
• Partner with internal IT to define inbound and outbound data file requirements and ensure fee structures are established and tested.
• Work with IT to validate technical requirements, confirm successful data integration, and support go-live activities.
• Track deliverables and resolve issues to ensure a smooth vendor implementation experience for internal teams and external clients.
• Review, store, and track contracts and supporting documents for all vendor relationships.
• Maintain organized records and ensure compliance with contractual requirements.
• Communicate Service Level Agreements (SLAs) and performance guarantees to the Auditing team to ensure metrics are appropriately tracked and reported.
• Collaborate with Sales and Account Management to assess client needs and recommend suitable vendor solutions.
• Maintain a working knowledge of vendor capabilities and value propositions to guide internal teams in solution selection.
• Serve as a point of contact for internal teams with questions about vendor capabilities, processes, and requirements.
• Assist with renewals, updates, and changes in vendor scope or services.

Vendor Management Coordinator

Accountant

• Prepare and post journal entries (AJEs) and ensure proper classification of transactions.
• Reconcile general ledger accounts to subsidiary records on a monthly basis to ensure accuracy.
• Perform account analysis and reconciliations, including bank statements, fixed assets, inventory, accruals, and prepaid expenses.
• Assist in financial statement preparation, including account classifications and transactional coding.
• Perform daily cash and bank reconciliations, recording corresponding journal entries.
• Support accounts payable and accounts receivable processes as needed.
• Compile, code, and verify billing information to support revenue integrity.
• Coordinate with operations and other departments to ensure accurate revenue and receivables reporting.
• Assemble schedules and documentation for external auditors during annual audits.
• Analyze budget-to-actual variances and summarize findings for management.
• Ensure compliance with local, state, and federal government reporting requirements.
• Contribute to process improvements and provide recommendations to strengthen internal controls.

Senior Accountant

Director

• Oversee the strategy, operations, and growth of the consumer-driven healthcare portfolio including FSA, HSA, and COBRA administration.
• Provide leadership and direction to the Consumer Driven Products team, building a culture of collaboration, accountability, and high performance.
• Oversee claims processing, eligibility, customer service, and COBRA administration with a focus on compliance, efficiency, and accuracy.
• Manage client relationships for FSA/HSA groups, ensuring satisfaction, retention, and successful renewals.
• Partner with new clients to support seamless implementations and onboarding.
• Establish and oversee vendor relationships, monitoring performance through KPIs and ensuring service expectations are met.
• Develop and maintain a scalable Consumer Driven Products Center of Excellence (CDP COE), implementing best practices, processes, and tools that support growth.
• Identify opportunities for new product development and enhancements to existing offerings.
• Ensure all operations align with regulatory requirements, mitigating risk and maintaining compliance across all CDP functions.
• Collaborate with senior leadership to contribute to strategic planning and the long-term vision for consumer-driven healthcare products.

Director of Consumer Driven Products, FSA/HSA/HRA

• Provide support to participants and clients regarding eligibility, benefits, claims, and general plan inquiries
• Respond to inbound calls and emails with professionalism, empathy, and clarity
• Document all customer interactions accurately in the call tracking system
• Navigate and utilize multiple systems and tools to assist customers
• Translate internal processes into clear, understandable information
• Maintain confidentiality in accordance with HIPAA standards
• Contribute to a positive, team-oriented environment

Business Analyst

• Support optimization of processes, improvement of cross-functional collaboration, and delivery of strategic initiatives
• Act as a liaison between business stakeholders and technical teams to gather, analyze, and document requirements
• Translate business requirements into functional specifications for development and implementation
• Recommend solutions or enhancements to address business needs
• Partner with project managers, developers, QA, and other teams throughout the SDLC
• Create process flows, data models, use cases, and user stories to support solution design
• Conduct gap analysis and impact assessments
• Support UAT by developing test cases, validating results, and assisting with user training
• Monitor project outcomes and identify opportunities for future optimization
• Facilitate meetings, workshops, and presentations with managers and end users
• Ensure compliance with company policies, procedures, and applicable regulations
• Perform other duties and special projects as assigned

Project Manager

• Lead and manage multiple strategic projects from initiation through completion, ensuring all objectives are met within scope, time, and budget constraints.
• Collaborate with cross-functional teams to define project goals, deliverables, and key performance indicators (KPIs).
• Develop comprehensive project plans, including timelines, resource allocation, and risk management strategies.
• Monitor project progress, identify potential risks and issues, and implement corrective actions as necessary.
• Facilitate regular project meetings, providing clear and concise updates to stakeholders and senior management.
• Ensure all project documentation is accurate, up-to-date, and accessible to relevant parties.
• Utilize project management tools and methodologies to streamline processes and enhance project outcomes.
• Foster a collaborative and inclusive project team environment, encouraging open communication and active participation.
• Conduct post-project evaluations to identify lessons learned and areas for improvement.
• Stay informed of industry trends, best practices, and regulatory changes relevant to healthcare and TPA operations.

Customer Service Representative

Benefits Plan Analyst

Vendor Management Coordinator

Senior Accountant

Director of Consumer Driven Products, FSA/HSA/HRA

Customer Service Representative

Business Analyst

Operations Project Manager