Service Team Manager
Helena, MT Helena, MT Full-time Full-time $30 - $35 an hour $30 - $35 an hour 7 days ago 7 days ago 7 days ago Service Team Manager - (23142299) Why should you keep reading and consider working here? We know you have other work options, but we ask you to consider working with us at the State of Montana Department of Administration.
Our foundation of success is having effective working relationships, built on mutual trust and respect.
We will challenge you to be the best you can be and will work hard to provide a work environment that allows you to succeed.
(You can learn more about us here.
) What is this career opportunity? The State of Montana, Department of Administration, Health Care & Benefits Division (HCBD) is responsible for the administration of the State of Montana Benefit Plan (State Plan), including the self-funded medical, prescription, dental, and vision plans.
The State provides health benefits to State employees, retirees, legislators, Consolidated Omnibus Budget Reconciliation Act (COBRA) enrollees, and their respective dependents, collectively referred to as plan members.
The benefit plans, which include medical, prescription drug, dental, and vision, are collectively known as the State Plan and are self-funded by the State.
(You can learn more about the division here.
) We are seeking a professional individual who naturally excels at leadership and who can lead, motivate, and maintain a successful customer service team of four focused on employee benefits.
Individual would be responsible for training, managing, and on-boarding customer service team employees and maintaining strong working relationships with State agencies and employees.
The successful incumbent should be very experienced with effectively managing employee benefits and employee benefits administration systems.
The individual will be responsible for providing customer service and serving as an advocate for plan members with the State's third-party administrators and insurance carriers.
This role will also be responsible for ensuring benefit program compliance and must maintain an understanding of all state and federal laws and regulations affecting employee benefits, including the Affordable Care Act and the ability to administer rules surrounding the ACA.
The HCBD customer service team serves as a point-of-contact for state benefit plan members for plan questions, assistance in resolving issues, and addressing member concerns.
Service Team duties include, but are not limited to:
maintaining comprehensive knowledge of state benefit plans and associated benefit administration systems; providing customer service via face-to-face contact, phone, email, and mail to eligible plan members and State of Montana agency HR and payroll staff solving complex eligibility issues for plan members; tracking all member touch points utilizing a Customer Relationship Management (CRM) tracking system; completing manual enrollment of eligible members into benefit offerings when necessary; providing service support for all benefit programs, including but not limited to medical, dental, prescription, vision, life, wellness, and incentive programs; working directly with third-party claims administrators and vendors to research and resolve issues for members; and independently researching transaction details regarding accounting discrepancies to recommend corrective action.
If you have a passion for customer service and seek to apply that passion in a leadership role focusing on employee benefits, we ask that you express interest in joining the Department of Administration to make a tangible difference in employees' lives! Qualifications What are we looking for? Education and
Experience:
Associate degree in a related field and five or more years of relevant job experience.
Alternate combinations of education and experience will be considered on a case-by-case basis.
Competencies:
Knowledge of:
Employee benefits and funding options associated with benefit programs.
Employee benefits administration systems and customer case management tracking software.
How to identify issues and resolve problems within areas of responsibility.
Insurance terminology and ability to read and understand complex plan documents.
Basic math and ability to problem solve financial situations.
State and federal laws, rules, and regulations pertaining to insurance benefits administration and eligibility criteria.
Ability to:
Effectively communicate employee strengths and improvement opportunities both verbally and in writing.
Translate technical expertise into practical workplace solutions and practices.
Effectively communicate, both verbally and in writing, and organize thoughts and explain complex concepts.
Interface with employees and managers in both positive and challenging situations.
Maintain confidentiality, as this position has frequent contact and access to confidential personnel information.
Demonstrate accuracy and thoroughness and monitor your own work to ensure quality work output.
Adapt to change in the work environment, manage competing priorities, and deal with frequent change, delays, or unexpected events.
Identify and resolve problems efficiently and appropriately within area of responsibility.
Follow precise directions and learn complex processes and procedures, Work in a team environment and support other job duties, Effectively use Microsoft Office Suite.
Independently plan, organize, gather information, and conduct research.
Give full attention to what others are saying, take time to understand the points being made, asking questions as appropriate, not interrupting at inappropriate times, and draw correct conclusions from convoluted explanations.
Does this sound like you? Please tell us how and why by submitting your resume, cover letter, and three professional business references.
In your cover letter tell us about your specific experience while working in a position providing outstanding customer service.
What can you expect from us in return for your work with our agency? Look here to see the additional benefits! They include:
o Work/Life Balance o Health Coverage o Retirement plans o Paid Vacation and Sick Leave and Holidays o And more Public Service Loan Forgiveness (PSLF) - Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF.
Look here to learn more and see if you may qualify! Other important information to be aware of.
This position requires the successful completion of a criminal background check.
Only online applications are accepted.
By applying online, you are able to receive updates and monitor the status of your application.
Applicant Pool Statement:
If another department vacancy occurs in this job title within six months, the same applicant pool may be used for the selection.
Training Assignment:
This agency may use a training assignment.
Employees in training assignments may be paid below the base pay established by the agency pay rules.
Conditions of the training assignment will be stated in writing at the time of hire.
Salary:
$ 30.
00 - 35.
00 Hourly Telework Eligibility:
Telework Eligible (Full-time telework is not available.
Telework schedule must be supervisor approved.
) Benefits Package Eligibility:
Health Insurance, Paid Leave & Holidays, Retirement Plan Number of Openings:
1 Employee Status:
Regular Schedule:
Full-Time Shift:
Day Job Travel:
No Primary Location:
Helena Agency:
Department of Administration Union:
000 - None Posting Date:
Jul 31, 2023, 1:
26:
57 PM Closing Date (based on your computer's timezone):
Aug 15, 2023, 12:
59:
00 AM Required Application Materials:
Cover Letter, Resume, References Contact Name:
Lindsey Trenary Contact Email:
email protected Contact Phone:
444.
4620.
Estimated Salary: $20 to $28 per hour based on qualifications.
Our foundation of success is having effective working relationships, built on mutual trust and respect.
We will challenge you to be the best you can be and will work hard to provide a work environment that allows you to succeed.
(You can learn more about us here.
) What is this career opportunity? The State of Montana, Department of Administration, Health Care & Benefits Division (HCBD) is responsible for the administration of the State of Montana Benefit Plan (State Plan), including the self-funded medical, prescription, dental, and vision plans.
The State provides health benefits to State employees, retirees, legislators, Consolidated Omnibus Budget Reconciliation Act (COBRA) enrollees, and their respective dependents, collectively referred to as plan members.
The benefit plans, which include medical, prescription drug, dental, and vision, are collectively known as the State Plan and are self-funded by the State.
(You can learn more about the division here.
) We are seeking a professional individual who naturally excels at leadership and who can lead, motivate, and maintain a successful customer service team of four focused on employee benefits.
Individual would be responsible for training, managing, and on-boarding customer service team employees and maintaining strong working relationships with State agencies and employees.
The successful incumbent should be very experienced with effectively managing employee benefits and employee benefits administration systems.
The individual will be responsible for providing customer service and serving as an advocate for plan members with the State's third-party administrators and insurance carriers.
This role will also be responsible for ensuring benefit program compliance and must maintain an understanding of all state and federal laws and regulations affecting employee benefits, including the Affordable Care Act and the ability to administer rules surrounding the ACA.
The HCBD customer service team serves as a point-of-contact for state benefit plan members for plan questions, assistance in resolving issues, and addressing member concerns.
Service Team duties include, but are not limited to:
maintaining comprehensive knowledge of state benefit plans and associated benefit administration systems; providing customer service via face-to-face contact, phone, email, and mail to eligible plan members and State of Montana agency HR and payroll staff solving complex eligibility issues for plan members; tracking all member touch points utilizing a Customer Relationship Management (CRM) tracking system; completing manual enrollment of eligible members into benefit offerings when necessary; providing service support for all benefit programs, including but not limited to medical, dental, prescription, vision, life, wellness, and incentive programs; working directly with third-party claims administrators and vendors to research and resolve issues for members; and independently researching transaction details regarding accounting discrepancies to recommend corrective action.
If you have a passion for customer service and seek to apply that passion in a leadership role focusing on employee benefits, we ask that you express interest in joining the Department of Administration to make a tangible difference in employees' lives! Qualifications What are we looking for? Education and
Experience:
Associate degree in a related field and five or more years of relevant job experience.
Alternate combinations of education and experience will be considered on a case-by-case basis.
Competencies:
Knowledge of:
Employee benefits and funding options associated with benefit programs.
Employee benefits administration systems and customer case management tracking software.
How to identify issues and resolve problems within areas of responsibility.
Insurance terminology and ability to read and understand complex plan documents.
Basic math and ability to problem solve financial situations.
State and federal laws, rules, and regulations pertaining to insurance benefits administration and eligibility criteria.
Ability to:
Effectively communicate employee strengths and improvement opportunities both verbally and in writing.
Translate technical expertise into practical workplace solutions and practices.
Effectively communicate, both verbally and in writing, and organize thoughts and explain complex concepts.
Interface with employees and managers in both positive and challenging situations.
Maintain confidentiality, as this position has frequent contact and access to confidential personnel information.
Demonstrate accuracy and thoroughness and monitor your own work to ensure quality work output.
Adapt to change in the work environment, manage competing priorities, and deal with frequent change, delays, or unexpected events.
Identify and resolve problems efficiently and appropriately within area of responsibility.
Follow precise directions and learn complex processes and procedures, Work in a team environment and support other job duties, Effectively use Microsoft Office Suite.
Independently plan, organize, gather information, and conduct research.
Give full attention to what others are saying, take time to understand the points being made, asking questions as appropriate, not interrupting at inappropriate times, and draw correct conclusions from convoluted explanations.
Does this sound like you? Please tell us how and why by submitting your resume, cover letter, and three professional business references.
In your cover letter tell us about your specific experience while working in a position providing outstanding customer service.
What can you expect from us in return for your work with our agency? Look here to see the additional benefits! They include:
o Work/Life Balance o Health Coverage o Retirement plans o Paid Vacation and Sick Leave and Holidays o And more Public Service Loan Forgiveness (PSLF) - Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF.
Look here to learn more and see if you may qualify! Other important information to be aware of.
This position requires the successful completion of a criminal background check.
Only online applications are accepted.
By applying online, you are able to receive updates and monitor the status of your application.
Applicant Pool Statement:
If another department vacancy occurs in this job title within six months, the same applicant pool may be used for the selection.
Training Assignment:
This agency may use a training assignment.
Employees in training assignments may be paid below the base pay established by the agency pay rules.
Conditions of the training assignment will be stated in writing at the time of hire.
Salary:
$ 30.
00 - 35.
00 Hourly Telework Eligibility:
Telework Eligible (Full-time telework is not available.
Telework schedule must be supervisor approved.
) Benefits Package Eligibility:
Health Insurance, Paid Leave & Holidays, Retirement Plan Number of Openings:
1 Employee Status:
Regular Schedule:
Full-Time Shift:
Day Job Travel:
No Primary Location:
Helena Agency:
Department of Administration Union:
000 - None Posting Date:
Jul 31, 2023, 1:
26:
57 PM Closing Date (based on your computer's timezone):
Aug 15, 2023, 12:
59:
00 AM Required Application Materials:
Cover Letter, Resume, References Contact Name:
Lindsey Trenary Contact Email:
email protected Contact Phone:
444.
4620.
Estimated Salary: $20 to $28 per hour based on qualifications.
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