Supervisor Eligibility and Technical Implementations WageWorks

With general direction and latitude for independent judgment and discretion, this position coordinates and supervises the daily workflow of the benefits eligibility team. This position also works closely with project managers and development staff to support and ensure completion of quality data implementations. On an ongoing basis, this position performs data analysis and monitors data updates for multiple clients to ensure the integrity of data. This position promotes positive client relationships through customer service oriented interactions with clients, participants, and carriers as well as supervises the timely resolution of related issues.

1. On an ongoing basis, carries out the personnel actions for the eligibility team, which includes but is not limited to hiring and scheduling employees; training and evaluating employees; coaching, counseling and managing performance; and making salary, merit or other pay increase recommendations. This position may also make recommendations or execute corrective actions as necessary.
2. Based on direction and targets from the leadership team, creates and maintains department and staff goals and monitors progress towards achievement of those goals. Takes action to redirect activities when appropriate.
3. Monitors workloads and assigns client and insurance carrier responsibility to Eligibility Specialists to ensure staff availability for clients and participants.
4. On a daily and ongoing basis, supervises a team as they receive and respond to inquiries from carriers, clients and/or participants regarding status of benefits eligibility and/or account status and activity including file transfer data. Ensures that associates follow standard operating procedures and meet expectations as set forth.
5. Acts as another tier of support to resolve escalated benefits eligibility and enrollment issues for clients in a timely manner. This may include performing research on client/participant issues that are moderately-complex to very complex in nature. This may also entail interacting with customer service and account management teams to resolve eligibility issues. Sets a good example for training and mentoring activities as appropriate.
6. Documents and maintains procedural documentation for use including but not limited to staff training. Works closely with the appropriate managerial team to streamline operational processes where possible.
7. Works collaboratively with the management team to develop business work plan goals and budgets. Tracks and periodically reports progress to senior management, providing feedback and suggestions for change to increase operational effectiveness.
8. Works cooperatively with other WageWorks departments to coordinate resources where appropriate and takes necessary steps to manage, meet or exceed client expectations in support of a mutually satisfactory business partnership. This may include coordinating and facilitating the interaction with customer service and account management teams.
9. Maintains current and complete awareness of products to effectively provide direction and respond to issues that customer service representatives may encounter. This may involve attending advanced training sessions or meetings in which information is imparted and discussed.
10. Manages the review and analysis of new data to validate new client data implementations. Creates, manages and documents data feed specifications and sets production guidelines. Works with others to ensure that data feeds are in production and monitors the process to ensure stabilization. Maintains documentation for future use or reference.
11. Monitors the receipt and logging of incoming data.
12. Oversees the processes, loads and deliveries of inbound and internal data files.
13. Supervises and acts as backup for the, run and monitor of daily job processes, evaluating and monitoring data quality including exception and error handling. Researches inconsistent data loads and addresses issues.
14. In coordination with Level II support, oversees the setups, maintains and troubleshoots file transmissions using FTP, SFTP and other file transfer protocols.
15. Monitors the response to basic and common technical issues to provide first tier support for data issues. With the ability to analyze and identify issues through issue tracking, monitors the resolution of issues efficiently and effectively and in accordance with established Service Level Agreements (SLAs).
16. Communicates with internal and external clients regarding data quality and related issues to resolve issues in a timely and effective manner.
EDUCATION:
Knowledge of business as normally obtained through the completion of a Bachelors Degree in computer science or related focus or an equivalent combination of education and business experience.
WORK EXPERIENCE OR RELATED EXPERIENCE:
The ability to effective coordinate and supervise the daily workflow of the files and eligibility team as described as normally obtained though a minimum of five to seven years benefits and/or insurance eligibility reporting/claims processing experience.
Demonstrated understanding of benefits eligibility operations including the ability to manage staff performance as normally obtained through at least two to three years of supervisory experience is desired. The ability to support quality data implementations and analyze and monitor data updates to ensure the integrity of data as described as normally obtained through two years of technical experience of which one year experience includes collaboration with clients to determine import and export requirements. Experience in data analysis, loading or support as described is also preferred.


SPECIALIZED KNOWLEDGE, SKILLS & ABILITIES:
A thorough knowledge and understanding of pre-tax benefits, flexible spending account (FSA) benefits and health savings accounts, retiree and commuter benefits to be able to base determinations of benefits eligibility is preferred.
Good analytical skills and problem solving skills are necessary. The ability to uncover facts and use that information to effectively solve issues is also required. An attention to detail is essential.
Incumbents must have the ability to effectively handle multiple tasks and priorities and the ability to work under specific time constraints. Organizational skills and time management skills are essential.
Strong oral, written and interpersonal skills are required as is the ability to remain customer service focused during situations in which customers may be notably frustrated. Incumbents must be able to work in a fast-paced environment with people at all organizational levels and with diverse backgrounds.
Demonstrated strong interpersonal skills in a team-based environment are also necessary to supervise the team as described. Previous coaching experience is required.
The ability to balance costs with performance management is essential. The ability to manage performance through metrics is also required.
A good knowledge of file transfer protocols is essential.
The ability to maintain the confidence of sensitive information is essential.

Location:	San Mateo, CA United States