Customer Service Intervention Specialist - HR Services

The Customer Intervention Specialist is responsible to provide advanced technical support of certain more complicated benefits administrative functions as well as activities allied to setting and supporting benefits strategic issues.  Will report to Benefits Consultant with oversight for setting policies, procedures and overall reporting of this function to a Vice President. The incumbent will perform some portion of these functions as assigned by the Manager based on work load and seasonality.   Executive Leadership Benefits Administration
Provides administrative services to ELC Members to include:
Primary contact for all ELC Member benefit related issues
Benefits Orientation / Enrollment for new Members and updates for existing members
Enroll members optional benefit elections with payroll and accounts payable
Annual Re-Enrollment Planning, Communications, and Process
Delivery of Confirmation Statements and related materials
Preliminary Updates and final Delivery of Summary Plan Descriptions to each ELC Member
Quarterly Financial Reports to Mgmt. and Tax Adjustments to Payroll
Evaluation of Life Insurance funding adequacy and Securing Adjusted Coverage
Provide COBRA coverage for departing executives
Support Manager in Reviewing ELC Provider Performance.
Customer Service Reporting / Statistical Performance Measures
Review executive physical program and provide quarterly rosters
Report all monthly activity on optional benefits
Individual claims intervention as needed with various benefit providers Broad-Based Life & Accident  Insurance Administration
Establishes procedures with Broker and Insurer to file life/accident claims; set performance standards with Manager around claims filing, appeals, etc.
Be advocate to survivors and ensure they receive documents quickly to file claims and that their claims are adjudicated based on agreed performance standards.
Ensure that enrolling employees receive correct Evidence of Insurability forms as needed and that applications are processed in the agreed timeframes. 
Report all monthly activity on claims ($,and # of submissions, approvals, denials, appeals). Provider Relations and Provider Network Evaluation
Investigate network / provider accuracy in support of vendor selection process for each annual planning cycle.  Evaluate implications of changing networks and report results.
Manage delivery of zip code tables to the record keeper(s) and quality control data for the annual enrollment process(es).
Evaluate potential exception processing around network access to support ARAMARK businesses.  Implement changes with vendors as approved by Manager. General Benefits Consulting
Supports Strategy and Design in completing Benefits Surveys and completing comparative data on ARAMARK and other companies for management evaluation or to support possible business conversions
Manages annual enrollment of COBRA beneficiaries including plan design updates, rate table development, providing zip code files, communications review, etc.
Supports investigation of federal, state or local lien processing on Healthcare benefits on a timely basis to avoid tax penalties or fines (e.g. Medicare, COB evaluations).
Investigate and resolves H&W plan employee issues that can’t be resolved by Benefits Administration.  Seeks to improve Administration by educating as needed to have Administration continually support more self-reliance.
Understands and supports Data Management around Account Structure with all vendors, Statement of Coverage database, etc. to support Administration and Strategy.


Bachelor’s degree and/or 6+ years benefits administration experience; including vendor management and employee advocacy experience.
Strong customer service skills; ability to manage challenging clients to resolve issues quickly. Good oral and written communications.
Strong problem-solving, work flow management skills are critical.
Demonstrated ability to work in a high volume/tight deadline environment.
Proven ability to multi-task. Must be able to work on multiple projects simultaneously.
Effective interaction with all levels of employees, including HRVPs and Senior Management.
PC skills required including Excel and PowerPoint for financial reporting and presentations.
Advanced training in benefits technical topics and continuous training on new products and company best practices