Analyst, Plan Administrator (Group Health Benefits)

Nationwide Mutual Insurance•Milwaukee, WI

5d•Onsite

About The Position

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. Are you passionate about delivering exceptional service and making a meaningful impact on clients’ experiences? As an Analyst, Plan Administrator (Group Benefits) , you’ll be the go-to expert for resolving client concerns and ensuring smooth communication across sales offices, agencies, and employer groups. Your work will directly contribute to client satisfaction and retention. Do you love connecting and building new business relationships? If you have a natural curiosity, are excited about helping people and want to accelerate both your personal and professional growth, we want to know more about you! As an Analyst, you’ll research, analyze, resolve and respond to inquiries and provide support in the development and maintenance of business processes for customers to achieve desired business results. You will also respond to escalated customer requests regarding premiums and refunds.

Requirements

Previous industry experience
Understanding of underwriting risk factors that influence health insurance profitability
Advanced customer service skills-ability to handle a wide variety of callers in a professional manner and strong interpersonal skills
Ability to process complex time sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience
High degree of initiative, mature judgment, and self-motivation
Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
Team oriented ability to provide guidance on process, procedures, and product
High School Diploma or GED preferred
1-2 years of experience preferred
Advanced level of understanding of Benefit Administration’s business area processes
Proficient in Microsoft Excel and Word
Detailed understanding of multiple systems to access data
Ability to demonstrate innovation and process improvement skills
Excellent verbal and written communication skills and organizational skills

Responsibilities

Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
Perform root cause analysis and determine proper course of action
Explain insurance concepts in an easy to understand format
Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
Identify areas of process improvement and works with manager and internal organization to improve processes
Meet and exceed individual and team performance goals to improve overall lapse rate and service
Researches, analyzes and resolves discrepancies
Prepares and communicates reconciliation reports to employer groups
Builds and maintains relationships with key employer groups, brokers and regional offices
Provides ongoing support and training for team members on policies and standards
Manages suspense account entries using established regulatory standards
Identifies and recommends opportunities for process improvement
Completes Customer Focus Interaction initiative using established procedures to meet goals
Documents and executes processes with minimal direction from leadership
Coordinates special projects for accurate resolution
Determines appropriate issues to escalate and assist management with resolution
May perform other responsibilities as assigned.

Benefits

medical/dental/vision
life insurance
short and long term disability coverage
paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
nine paid holidays
8 hours of Lifetime paid time off
8 hours of Unity Day paid time off
401(k) with company match
company-paid pension plan
business casual attire