Responsibilities

· Supervise staff that reports to the immediate office and other field offices as assigned

· Maintain HIPAA compliance while communicating with 1199SEIU members and advocates in person, via telephone or written correspondence regarding benefit eligibility, claim submissions and Pension inquires

· Resolve member and retiree inquiries regarding their Benefits and Pension by contacting internal departments and external agencies

· Provide assistance with medical and pension benefits, Medical and Part B claims and retiree programs

· Provide benefit eligibility requirements for Pension and Retiree Health Benefits to prospective pensioners and beneficiaries

· Research and establish eligibility for members and the reinstatement of terminated coverage

· Update Member and/or Retiree demographic information (i.e. address, telephone number and email) as needed

· Generate pension verification letters at member’s request and request duplicate 1099-R Tax Forms as needed

· Mail requested Pension and Retiree Health information such as applications, direct deposit forms, Preferred Drug Lists, Medical & Part B Claim forms, Enrollment Change forms, explanation of benefits, directories, etc.

· Coordinate activities of the satellite office; ensure that the location opens and closes on time

· Provide coverage and support to other field locations as required

· Prepare daily work to be delivered to the main office by courier

· Prepare detailed weekly, monthly and annual reports utilizing Excel

· Attend monthly managerial meetings

· Maintain excellent working relationship with Site intake staff, Union Representatives, Organizers, Delegates and Outreach Delegates

· Perform additional duties and projects as assigned by management

Qualifications

· Bachelor’s degree or equivalent years of work experience required

· Minimum two (2) years high volume customer service experience in a call center environment; or two (2) years health claims processing experience; or two (2) years conducting pension calculations required

· Knowledge of Pension and Retiree Health Benefits provided by the Funds preferred (National Benefit Fund, Greater NY and Home Care, Hospital League, 144 Hospital Pension, etc.)

· Knowledge of web-based applications, health claims systems, and call tracking systems with good navigation skills (Vitech and QNXT)

· Excellent customer service skills required; able to maintain pleasant and helpful demeanor ensuring professional service is provided; Bi-Lingual or multilingual preferred

· Superb communication skills both verbal and written; able to communicate in a clear and concise manner and initiate own correspondence

· Able to work well under pressure, multi-task, establish priorities, meet deadlines, provide site coverage and follow through on assignments required

· Must be able to travel frequent to other offices