Benefits Manager - Customer Service

Emory University is among the top 20 private universities in the country and is internationally recognized for its academics, groundbreaking research and technological advances with staff, faculty and students representing all regions of the United States and more than 100 foreign nations.  Overall, Emory is the fifth largest employer in Georgia with 22,000 employees.  Our student enrollment is approximately 12,000.  Emory is located 15 minutes from downtown Atlanta in the tree-lined suburban neighborhood of Druid Hills.

 

Emory is currently looking for an experienced benefit professional to join the Benefits Management Team in a Benefits Manager - Customer Service, capacity.  The Benefits Manager, Customer Service is responsible for:

v The day to day delivery of customer service for participants enrolled in Emory’s Health and Welfare programs.  This includes leading a team of benefits subject matter experts and customer service representatives within Emory University’s Benefits Department. 

v Coordinate and align the activities of the team to ensure timely and accurate resolution to support the needs of Emory employees, retirees and dependents.   

v Evaluate and ensure proper practices are in place to standardize work processes, tools and methodologies all geared towards improving quality.  Manager will be responsible for developing a mechanism to seek regular feedback from internal customers to assist in the elevation of service levels provided. 

v Promotion of a team-oriented environment through coaching, mentoring and counseling of the benefits team in an effort to foster an effective customer service team.

v Contribute suggestions on contracts and documents (i.e. performance guarantees and summary plan documents) which impact customer service.

v Keeping abreast of federal regulations impacting the University’s Health and Welfare programs to ensure compliance.

 

Qualified candidates will possess a bachelor's degree in HR, business administration, or related field.  An equivalent combination of education, experience and further certification such as CEBS or CBP may be considered.  Five years professional level experience administering benefit programs and five years of progressive experience in benefits management is preferred. Direct experience in an inbound call center either as a stand alone center (outsourced agency) or within a benefits department (corporate environment) is strongly preferred.

Emory offers a comprehensive benefits package with emphasis in wellness including; Traditional and consumer-driven medical plans, dental, life, disability and voluntary programs.  Emory offers an unparalleled 403b Retirement plan with employer and matching contributions.  For more information on our benefit offerings, please feel free to visit our website @ www.hr.emory.edu

 

If you are a Benefits Professional looking to make a significant impact within an organization, for immediate consideration please submit your resume, cover letter and salary requirements, in strict confidence via e-mail to: Jennifer Jeffries-Gallagher, Manager of the Emory Search Group at jennifer.jeffries@emory.edu . 

 

EMORY ~ Come for a job, Stay for a career.