Plan Member Service Representative - Toronto, Canada - Willis Towers Watson

Willis Towers Watson

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Plan Member Service Representative

Toronto, CA

June 09, 2023

The Role

Performance Objectives:

Clients and Employees

Provide efficient, professional service to meet client needs during new client launch, annual shopping window and throughout the year
Support Client Implementation Project Manager and Business Analyst to investigate and respond to questions or concerns from client HR contacts
Provide efficient, professional bilingual service (English and French) to support employees during new client launch, annual shopping window and throughout the year
Participate in system and clientspecific training sessions as required
Handle inbound calls to BA call centre from clients' employees in English and French on a range of benefits and administration topics during call centre hours
Provide accurate, answers to employee queries and concerns, coordinating with administration team as needed to investigate and resolve questions
Deescalate situations involving dissatisfied employees, offering patient assistance and support
Guide callers through troubleshooting and navigating the Benefits Access site
Reference clientspecific knowledge base during calls to assist with answering questions
Support expanded BA call centre hours during each client's annual shopping window
Document incoming calls using specific software
Maintain BA service levels (e.g., call answer rate)
Using established Excel tools and processes, perform initial and ongoing detailed technical checking of outbound reports to ensure accuracy and consistency of plan member data across all files and reports
Create and maintain an organized system to track specific cases for special handling as advised by call centre team, administration team and project management team
Examine individual employee data on system to ensure alignment with data in outbound reports
Investigate any data anomalies and coordinate with broader team in order to resolve reporting questions before sending to carrier/client
Complete technical review of files/reports to meet scheduled deadlines:
Weekly eligibility files sent to applicable benefits carrier for each client to ensure employee, dependent and coverage data is complete and correct
Weekly, biweekly, semimonthly or monthly payroll files for each client to ensure products, dates, coverage level and associated employer and employee costs are represented correctly, including retroactive calculations
Carrier monthly premium invoice for each client to ensure coverage details and associated costs are accurate and consistent with eligibility and payroll files, including retroactive calculations
Perform additional data/reporting checks during overlap period to transition from one plan year to the next plan year
Create and maintain Excel tracking tools and manage processes to support Benefits Access ongoing operations, including:
Monthly call centre stats
BA report schedule, by client
Client/vendor product invoice preparation/tracking, coordination with finance
Setup of internal project codes for each client
Other team management and project management tools, as directed
Support Project Management team with new client implementations and renewals:
Create/update individual product Benefit Summary documents
Create/update Frequently Asked Questions (FAQ) document
Create/update BA onepager
Create/update templated employee communication materials
Coordinate French translation process for global requests and client implementation/renewal materials, as needed
Attend and participate in periodic team calls and collaborate with other call centre representatives and broader project team to improve customer service

Excellence

Ensure that Professional Excellence model is used consistently to ensure high quality of work
Identify areas where service to clients and employees could be improved and/or expanded
Use and maintain required filing protocols, tracking tools
Strict adherence to WTW data security standards and policies

People

Understand your role and how it interacts with the BA, configuration, consulting, call centre and administration teams
Foster a collaborative working environment across the multidisciplinary teams. Encourage teamwork by sharing knowledge, ideas and solutions
Coordinate with local and global teams to ensure successful, timely customer service to clients and their employees
Use judgement to escalate issues appropriately if required
Participate in training and education sessions including systems, call centre tools/technology, clientspecific knowledge base

Financial

Understand and fully utilize WTW time recording systems in order to develop project budgets, track and report on time spent

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Technical

Demonstrate sound knowledge of Canadian employee benefits, data and interfaces (payroll, HR, benefit provider reporting), benefit systems, employee support services and outsourced administration