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Note: The chosen candidate for this role will orient to their role in our office off Greenbriar and La Concha for up to 30 days and then will transition to a hybrid worker model which may require one day per week in the office.JOB SUMMARYAt Houston Methodist, the Benefits Representative position is responsible for supporting the Human Resources Benefits Administration department by promptly responding professionally and courteously, verbally and in writing, to all inquiries related to all employee benefit programs. This position interprets policies, resolves complaints and provides education regarding the resources and services available to employees. Also responsible for special and ad hoc projects for designated benefits programs as assigned.HOUSTON METHODIST EXPERIENCE EXPECTATIONS
Provide personalized care and service by consistently demonstrating our I CARE values:
INTEGRITY: We are honest and ethical in all we say and do.
COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
ACCOUNTABILITY: We hold ourselves accountable for all our actions.
RESPECT: We treat every individual as a person of worth, dignity, and value.
EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
Focuses on patient/customer safety
Delivers personalized service using HM Service Standards
Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
Intentionally rounds with patients/customers to ensure their needs are being met
Involves patients (customers) in shift/handoff reports byenabling their participation in their plan of care as applicable to the given job
Displays cultural humility, diversity, equity and inclusion principles
Actively supports the organization vision, fulfills the mission and abides by the I CARE values
PRIMARY JOB RESPONSIBILITIESJob responsibilities labeled EF capture those duties that are essential functions of the job.PEOPLE - 30%
Responds professionally, courteously, accurately and with empathy, verbally and in writing, to employee inquiries regarding the Houston Methodist employee benefits plans according to established service level agreements (SLA). (EF)
Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability. (EF)
SERVICE - 30%
Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding enrollment and benefit accesses. (EF)
Ensures that proper enrollment instructions and necessary documentation is provided.
Serves as the initial point of contact for claims issues. (EF)
Actively participates in benefit events including assistance in enrollment as needed. (EF)
QUALITY/SAFETY - 15%
Stays up-to-date on benefit changes and updates to ensure accuracy in information dissemination. (EF)
Actively participates in organizing the work flow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement. (EF)
Processes system data changes as needed upon request. (EF)
FINANCE - 10%
Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members. (EF)
Uses resources efficiently; does not waste supplies. (EF)
GROWTH/INNOVATION - 15%
Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high quality, cost effective programs to address the benefit needs of our employees. (EF)
Assists in the evaluation of internal processes and makes recommendations for cost savings. (EF)
Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP)
This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.EDUCATION REQUIREMENTSo High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)EXPERIENCE REQUIREMENTSo Two years experience in a call center or customer service environmento Benefits experience preferredCERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIREDo Not ApplicableKNOWLEDGE, SKILLS AND ABILITIES REQUIREDo Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluationso Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or securityo Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principleso Strong verbal and written communication and interpersonal skillso Outstanding customer service and teamwork skills including active listening skillso Ability to work independently and make decisions within scope of roleo Ability to professionally and confidentially resolve issues including working with stakeholders with varying work styles and personalitieso Working knowledge of Microsoft Office productso Knowledge of benefits systems preferredo Ability to work effectively and efficiently in a remote environment as assignedo Demonstrated attention to detail and accuracySUPPLEMENTAL REQUIREMENTSWork Attire Yes/NoUniform NoScrubs NoBusiness professional YesOther (dept approved) NoOn-Call Yes, as required by entity/department for operational needNote that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above.TravelMay require travel within NoHouston Metropolitan areaMay require travel outside Noof Houston Metropolitan areaTravel specifications may vary by department.Please note any other special considerations to this job: Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.Street: 8100 Greenbriar St. Name: HR Hub/Service Center Regular Shift: 1st - Day
