1. Requires interpretation of complex government regulations, process and policy on Healthcare, Medicare, IRS rules and law, in addition to Yale's systems, policy and processes to serve as independent decision maker on escalated complex benefit and retirement issues and/or claims after performing a thorough analysis. Consults with management, vendors and legal counsel, as necessary. 2. Works with vendors to provide extensive case management to include; eligibility discrepancy, verification, denial of claims and sub-par service. Role is to ensure superior service, mitigate risk and issues to Yale. 3. Recommend changes as needed to improve processes and programs as Yale's policies, systems and union agreements change. Partner with HR colleagues, managers and business partners, to ensure adherence of internal processes and protocols. Continuously review existing administrative procedures for opportunities of improvement in relation to design, practices, implementation and communication.4. Serves as a skilled HR resource to clients and human resources partners on University policies associated with assigned functional areas of responsibility. 5. Responsible for delivering community education and guidance on benefit administration programs to staff, faculty, managers, postdocs, HR partners and union representatives. This Includes, representing HR and training across the University as it relates to onboarding, benefit fairs, annual enrollment and Homebuyer's program. 6. Administrator of Homebuyer's Program to include eligibility, payment processing, QA review, reporting, education, training and delivers workshops for members of the Yale community. 7. Performs QA and analysis on data related to employee lifecycle and impact on benefits. Identifies trends and escalates proposals for change (where needed) to leadership. May identify areas where training is necessary. Administers payment of benefit corrections after conducting a review and analysis and ensuring appropriate payroll processing.8. As an advisor studies, analyzes and provides guidance and counsel to clients on healthcare, retirement, Medicare, HR policies, procedures and contractual obligations. 9. Contributes to major HR projects and programs during the design and development and supports the implementation of go-live releases. 10. Ability to mentor and train customer service representatives building knowledge around HR policy and plans. Provide back up support to the manager of the Employee Service Center. 11. Demonstrates ability working in an HR Operation and/or Shared Service environment. 12. May perform other duties as assigned.
Preferred Education: Experience working in an HR Shared Service Center.
Preferred Education, Experience and Skills: Experience working in an HR Shared Service Center.
Posting Position Title: Employee Services, Program Coordinator
Required Skill/ability 3: Ability to mentor and train customer service representatives to build knowledge and sound understanding of Human Resource policies and plans.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Employee Services Counselor
Required Skill/ability 1: Proven excellent interpersonal, written and customer service skills. Ability to work with confidential information in a professional manner. Ability to minimize employee dissatisfaction and identify root cause to be brought forward for strategic assessment and change.
Required Skill/ability 4: Proven ability to work in a fast-paced environment while being detailed and having organization. Proven flexibility to work well independently and within a team setting. Ability to work in a HR Operation and Shared Service Environment.
Required Skill/ability 2: Ability to provide guidance, counsel and recommendations on HR policies, procedures and contractual obligations. Ability to interpret Benefit plan documents and make sound, independent decisions based on inquiries.
Bachelor's degree with three years of related experience or the equivalent combination of education and experience. Three years of benefit administration and client service experience.
Internal Number: 59315BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.