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Role Description

This role involves supporting customer needs and managing various aspects of leave and disability products.

• Demonstrates strong consultative skills and the ability to influence constituents
• Strong leadership skills
• Strong communication skills (verbal, written, presentation)
• Strong understanding of multiple aspects of contracts, plans and products
• Ability to work with cross-functional business units and vendors to support customer needs
• Promotes collaboration among constituents and represents a professional image of the company
• Strong project management skills
• Ability to support leave and disability products
• Critical thinking and decision-making skills
• Strong knowledge of best practice and customer specific policies and procedures

Qualifications

• Bachelor's Degree in Health Care Administration or a related field
• 4 or more years of job related or industry experience
• 2 years experience in roles involving interaction with customers and employees
• Demonstrated experience in STD/LTD, Leave (paid/state) and/or ADA
• Or an equivalent combination of education and experience

Requirements

• Less than or equal to 25% travel

Principal Duties & Responsibilities

• Attends and participates in select customer meetings as appropriate to discuss feedback and/or needed process enhancements
• Proactively identifies and surfaces customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas, and solutions
• Manages escalated customer issues in conjunction with the Technical Leads, as applicable
• Proactively analyses data, identifies trends and issues; provides system recommendations and designs feedback related to plan changes and updates
• Works with IT to define system fixes, enhancements and requirements and performs user acceptance testing
• Identifies process improvements for operations and leads process changes
• Acts as main point of contact to report system issues to IT and tracks for resolution
• Acts as a subject matter expert to assist customer and Account Executives (AE) in understanding the impacts of non-standard benefits and/or processes
• Manage and prioritize ad hoc requests from Account Executives to support efficient execution and strategic focus on new and existing program opportunities
• Provides customer process and/or tools training as needed
• Identifies urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions
• Initiates and maintains partnerships throughout the organization; encourages cooperation by promoting common goals and building trust
• Participates in finalists and client site visits as needed
• Performs other related duties as required

Benefits

• Medical, dental, and vision coverage
• Prescription drug coverage
• Health care flexible spending
• Dependent care flexible spending
• Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
• 401(k) plans
• Annual bonuses
• Opportunity to purchase company stock
• 11 paid holidays
• Up to 20 days PTO to be used for any reason
• State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
• Compliance with all applicable leave laws, including sick and safe leave, and adoption and parental leave