At Houston Methodist, the Benefits Representative position is responsible for supporting the Human Resources Benefits Administration department by promptly responding professionally and courteously, verbally and in writing, to all inquiries related to all employee benefit programs. This position interprets policies, resolves complaints and provides education regarding the resources and services available to employees. The Benefits Representative position is also responsible for special and ad hoc projects for designated benefits programs as assigned.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Responds professionally, courteously, accurately and with empathy, verbally and in writing, to employee inquiries regarding the Houston Methodist employee benefits plans according to established service level agreements (SLA).

• Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Provides contributions towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding enrollment and benefit accesses.

• Ensures that proper enrollment instructions and necessary documentation is provided.

• Serves as the initial point of contact for claims issues.

• Actively participates in benefit events including assistance in enrollment as needed.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Stays up-to-date on benefit changes and updates to ensure accuracy in information dissemination.

• Actively participates in organizing the work flow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement.

• Processes system data changes as needed upon request.

FINANCE ESSENTIAL FUNCTIONS

• Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members.

• Uses resources efficiently; does not waste supplies.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high quality, cost effective programs to address the benefit needs of our employees.

• Assists in the evaluation of internal processes and makes recommendations for cost savings.

• Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP).

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Two years experience in a call center or customer service environment

• Benefits experience preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Strong verbal and written communication and interpersonal skills

• Outstanding customer service and teamwork skills including active listening skills

• Ability to work independently and make decisions within scope of role

• Ability to professionally and confidentially resolve issues including working with stakeholders with varying work styles and personalities

• Working knowledge of Microsoft Office products

• Knowledge of benefits systems preferred

• Ability to work effectively and efficiently in a remote environment as assigned

• Demonstrated attention to detail and accuracy

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers.  HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area.  HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities.  Overall, HM employs over 25,000 employees.   Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.