Manager, Benefits

Abbott

12d

About The Position

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Manager, Benefits The Opportunity Lead end-to-end vendor management for the benefits administration vendor (Businessolver) and all point solution partners, ensuring seamless cross vendor integration, service excellence, and measurable performance outcomes. Translate health and welfare benefit strategy into operational execution, partnering with vendors to align KPIs, identify improvement opportunities, and deliver consistent, high-quality employee and retiree experiences. Own Open Enrollment (OE) strategy and governance, including planning, stakeholder alignment, vendor coordination, communication frameworks, and execution readiness. Provide subject matter expert oversight for benefit communications, ensuring accurate, timely, and aligned messaging across internal stakeholders and external vendor partners. Oversee Level 2 administrative appeals in collaboration with the benefits administration vendor and internal Legal stakeholders. What You’ll Do Serve as the primary leader for vendor management and governance across Businessolver and point solution partners, owning QBRs, SLAs/PGs, contracting inputs, and cross vendor performance alignment. Oversee performance of Businessolver, including SLA governance, audits, escalations, root cause remediation, and operational delivery while leveraging Senior Specialist/Specialist support for day-to-day case triage and documentation. Lead OE strategy, calendar, readiness, testing governance, issue/defect tracking, and post deployment success measures; align cross vendor dependencies and internal communications with HRTS, HRSC, Payroll, and Communications partners. Drive multivendor integration, aligning eligibility, configuration, communications, utilization insights, and performance metrics across Businessolver and point solution vendors. Oversee appeals governance: serving as final approver for Level 1 appeals escalated by Senior Specialist/Specialist or Businessolver, and managing Level 2 appeals with Businessolver and Legal, drafting determinations for review with the Sr. Manager, Benefits & Wellness prior to senior leadership approval. Partner with HRTS, Payroll, HRSC, Finance, Legal, and Communications teams to support escalations, configuration decisions, communications alignment, audits, invoicing oversight, and risk management. Interpret utilization trends, defect patterns, service metrics, and vendor scorecards prepared by Senior Specialists/Specialist to identify operational improvements and initiate vendor action plans as needed. Lead benefits related projects (new vendor implementations, enhancements, integrations) and cross functional initiatives that impact plan delivery or member experience.

Requirements

Bachelor’s degree required, advanced degree preferred.
7–10+ years in benefits with deep experience in vendor management, outsourced benefits administration, and Open Enrollment leadership.

Nice To Haves

Hands-on governance of an outsourced benefits administration partner (e.g., Businessolver) and clinical point solution vendors.
Strong, data driven decision-making with comfort interpreting claims, utilization, invoicing, and service performance metrics.
Proven ability to lead through change and coordinate effectively across HR, HRTS, HRSC, Finance, Payroll, Legal, Communications, and external vendor partners.
Excellent communication, relationship management, and complex problem-solving skills.
Proficiency with advanced Excel functions and analytical tools to support reporting, trend analysis, and operational insights.
Deep understanding of health & welfare plans, vendor administration, and cross functional project coordination.
Experience collaborating with providers and/or vendors, including account management and contract related support.
Ability to work effectively both independently and collaboratively in a fast-paced, evolving environment.
Excellent verbal, written, presentation, and professional speaking skills, able to communicate clearly to diverse audiences.

Responsibilities

Vendor Management & Governance Lead governance for Businessolver and point solution vendors, including QBRs, SLAs/PGs, audits, and cross vendor performance reviews.
Direct vendor action plans with clear owners, timelines, and verification of effectiveness.
Ensure accurate, timely updates to eligibility rules, configuration, data exchanges, and integrations across vendors.
Open Enrollment (OE) Strategy & Governance Set OE strategy, timelines, cross vendor expectations, and readiness criteria for active and retiree populations.
Govern testing cycles, defect tracking, remediation, and post-deployment validation.
Align OE communications strategy and content approvals across internal partners, Businessolver, carriers, and point solution vendors, including coordination of site visits and related communication deliverables.
Communications Strategy & Governance Collaborate on the strategic communication framework for benefits programs across active and retiree populations, ensuring alignment, clarity, and consistency across all channels.
Review and approve employee facing benefit communications developed by Businessolver and point solution vendors.
Ensure consistent, coordinated messaging across internal channels (HRIS/HRSC, Payroll, Communications) and external vendor platforms.
Partner with Communications to refine and align messaging for OE, plan changes, new vendor launches, and issue remediation notices.
Monitor communication accuracy and effectiveness; identify and implement improvements to enhance employee and retiree experience.
Appeals Governance Serve as final approver for Level 1 appeals escalated from Senior Specialist/Specialist or Businessolver, ensuring consistent precedent and alignment with policy and plan documents.
Manage Level 2 administrative appeals in collaboration with the benefits administration vendor and internal Legal partners; draft determinations for review with the Sr. Manager, Benefits & Wellness prior to seeking senior leadership approval.
Review appeal and grievance trends; partner with vendors and internal teams to address root causes and strengthen operational controls.
Performance Insights & Data Driven Improvements Review utilization rollups, service trends, defect patterns, invoice variance drivers, and vendor scorecards created by Senior Specialist/Specialist.
Translate insights into plan changes, process improvements, and vendor action plans; track outcomes to closure.
Operational Oversight & Controls Oversee governance of invoicing (reconciliation, variance resolution, approvals), eligibility controls, and service performance.
Ensure audit ready documentation, risk mitigation, and compliance alignment in partnership with Compliance and Legal.