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BENEFITS ADMIN & COMM ANALYST
Job Title: BENEFITS ADMIN & COMM ANALYST
Job Code: 2733
FLSA: E
Job Level: 14
Revised Date: 10/01/2023
Job Family: JF 28
Occupational Summary
Responsible for providing plan administration, participant communications and customer service support as directed by the Benefits Administration and Communication Manager is coordination with the Plan Managers. The Benefits Administration and Communication Analysts will provide Tier III customer response to inquiries and escalated issues and utilize this experience to provide input to customer education needs. This position also provides complex transactional and administration support to the benefits plans, while actively seeking administrative efficiencies and continuous process improvement.
Work Performed
Act as Tier III customer service consultant handling complex benefits issues that require specialized knowledge and research to determine facts and potentially judgment to resolve issues.
Track and monitor the customer service levels provided by Benefits in response to Tier III escalated issues.
Perform core plan administration activities such as complex calculations (including ERP) and escalated transactional support for the HRIC. Leverage technology effectively in performing plan administration activities while striving for continuous process improvement.
Manage the day to day interaction with carriers and vendors on plan administration, escalating issues to the Plan Managers as necessary.
Assist in drafting employee communications with respect to new benefits or to provide continuing education for existing plans.
Identify employee communications and HRIC educational needs using experience gained while handling Tier III calls.
Provide training support to assist with educating participants, the HRIC or other HR staff. Stay current on applicable laws and regulations to help ensure compliance with all federal and state legislation relating to benefits.
Develop current understanding of legislative changes and implement requirements of new legislation as directed by the Plan Managers.
Provide support to Managers for special projects, including open enrollment, performing research and other tasks as needed.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Qualifications at this Level
Education/Training
Work requires communication, analytical and organizational skills generally acquired through completion of a bachelor's degree program preferable in Human Resource Management or a related field.
Experience
Work requires two to three years experience in a business/professional role. Employee benefits/HR practical experience preferred. Must be proficient in computer software and the latest electronic technology.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Skills
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
