What are the responsibilities and job description for the Service Team Lead position at State of Montana?
Service Team Lead - (23142887)
Why should you keep reading and consider working here?
We know you have other work options, but we ask you to consider working with us at the State of Montana Department of Administration. Our foundation of success is having effective working relationships, built on mutual trust and respect. We will challenge you to be the best you can be and will work hard to provide a work environment that allows you to succeed.
(You can learn more about us here.)
What is this career opportunity?
As part of the Department of Administration, the Health Care & Benefits Division is dedicated to administering cost effective benefit programs in support of state employees, legislators, retirees, and their families.
As part of the Department of Administration, the Health Care & Benefits Division is dedicated to administering cost effective benefit programs in support of state employees, legislators, retirees, and their families.
The position serves as a point-of-contact for state benefit plan members for plan questions, assistance in resolving issues, and addressing member concerns. Duties include, but are not limited to: maintaining comprehensive knowledge of state benefit plans and associated benefit administration systems; providing customer service via face-to-face contact, phone, email, and mail to eligible plan members and State of Montana agency HR and payroll staff solving complex eligibility issues for plan members; tracking all member touch points utilizing a Customer Relationship Management (CRM) tracking system; completing manual enrollment of eligible members into benefit offerings when necessary; providing service support for all benefit programs, including but not limited to medical, dental, prescription, vision, life, wellness, and incentive programs; working directly with third-party claims administrators and vendors to research and resolve issues for members; and independently researching transaction details regarding accounting discrepancies to recommend corrective action.
Additionally, this position serves as the lead team member for the HCBD Service Team. Key responsibilities as the lead position include, but are not limited to, assisting with training and development of service team staff; reviewing and updating written procedures and establishing new procedures in collaboration with service team manager and team; providing assistance and acting as a backup for all service team staff workload; assisting with communicating changes and other information as necessary to service team staff; reviewing eligibility and tracking transactions and providing feedback to individual service team members when errors are identified; managing benefits administration system capabilities and ensuring eligibility system is working as expected; resolving system transaction discrepancies; completing Affordable Care Act (ACA) monthly audits to ensure eligible members receive eligibility offers or notify members when eligibility is ending due to not meeting the ACA requirements. (You can learn more about the division here.)
What are we looking for?
Education and Experience:
Associate degree in a related field and two or more years of relevant job experience. Alternate combinations of education and experience will be considered on a case-by-case basis.
Competencies:
- Advanced level of verbal and written communication skills and ability to organize thoughts and explain complex concepts. Ability to interact with employees, managers, and others in both positive and challenging situations.
- Demonstrated ability to maintain confidentiality, as this position has frequent contact and access to confidential information.
- Ability to build and maintain effective working relationships.
- Demonstrated accuracy and thoroughness to ensure quality work output.
- Adaptability to changes in the work environment; management of competing priorities; and capacity to deal with frequent change, delays, or unexpected events.
- Appropriate identification and resolution of problems within areas of responsibility.
- Working knowledge of insurance terminology and ability to read and understand complex plan documents.
- Understanding of basic math and ability to problem solve financial situations.
- Basic knowledge of state and federal laws, rules, and regulations pertaining to insurance benefits administration and eligibility criteria.
Ability to:
- follow precise directions and learn complex processes and procedures;
- work in a team environment and support other job duties;
- effectively use Microsoft Office Suite and document customer interactions in case management tracking software;
- independently plan, organize, gather information and conduct research;
- give full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, not interrupting at inappropriate times, and draw correct conclusions from convoluted explanations; and
- organize work with minimal oversight and communicate needs with direct supervisor.
- Ability to provide feedback for improvement to Service Team members and other co-workers when errors are identified.
Does this sound like you?
Please tell us how and why by submitting your resume, cover letter, and three professional business references. In your cover letter tell us about your specific experience while working in a position providing outstanding customer service.
What can you expect from us in return for your work with our agency?
Ø Look here to see the additional benefits! They include:
o Work/Life Balance
o Health Coverage
o Retirement plans
o Paid Vacation and Sick Leave and Holidays
o And more…
Ø Public Service Loan Forgiveness (PSLF) – Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF. Look here to learn more and see if you may qualify!
Other important information to be aware of.
- This position requires the successful completion of a criminal background check.
- Only online applications are accepted. By applying online, you are able to receive updates and monitor the status of your application.
Applicant Pool Statement: If another department vacancy occurs in this job title within six months, the same applicant pool may be used for the selection.
Training Assignment: This agency may use a training assignment. Employees in training assignments may be paid below the base pay established by the agency pay rules. Conditions of the training assignment will be stated in writing at the time of hire.
Salary: $ 25.75 - 25.75 Hourly
Telework Eligibility: Telework Eligible (Full-time telework is not available. Telework schedule must be supervisor approved.)
Benefits Package Eligibility: Health Insurance, Paid Leave & Holidays, Retirement Plan
Number of Openings: 1
Employee Status: Regular
Schedule: Full-Time
Shift: Day Job
Travel: No
Primary Location: Helena
Agency: Department of Administration
Union: 000 - None
Posting Date: Sep 26, 2023, 9:35:50 AM
Closing Date (based on your computer's timezone): Oct 11, 2023, 12:59:00 AM
Required Application Materials: Cover Letter, Resume, References
Contact Name: Lindsey Trenary | Contact Email: lindsey.trenary@mt.gov | Contact Phone: 444.4620
Salary : $26 - $0
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