TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
The Senior Benefits Administrator will be expected to take ownership of the investigation, diagnoses, and resolution of our clients technical and customer service-related benefits inquiries. Responding to tickets and calls from clients to support their use of the benefits solution and/or software. You will be expected to be a product expert and understand the clients needs in depth. You will be the voice of your clients internally and act as a liaison between the client, support, and configuration/implementation teams. We are SLA driven, thus providing product feedback and escalation of issues in a time sensitive manner is critical. Working with the Director Benefits Administration, you will be an important contributor to this team.
- Support a team of Analysts
- Act as a mentor to junior team members, supporting their growth and development
- Manage deadlines by organizing, prioritizing and delegating the assigned tasks.
- Manage and ensure quality control of the various deliverables while meeting the deadlines
- Manage projects as required (e.g. creating project plans, coordinating meetings, testing and managing deliverables)
- Build relationships with client contacts at the appropriate level
- Identify and improve/eliminate low or non valued tasks and define ways to continuously improves team operations and service delivery
- Maintain a working knowledge of clients (e.g. contracts, SLAs, plan provisions, financials, stewardship and service reports)
- Recognize out of scope opportunities and achieve out of scope revenue targets
- Comply with the best practices available including standards of confidentiality and peer review.
- Supervise the preparation and sending of benefits related interfaces to clients and vendors.
- Supervise and lead projects (e.g. annual enrolment, certification of overage dependent, rates renewal) and
participate in new implementation as required by the department's needs.
- Manage internal and external client relationships (e.g. Acts as the first point of contact for clients issues, escalations and requests )
- Collaborate across direct teams, department, other service lines (DC, DB) and other LOBs (ESS, Consulting) internal between different teams and team players.
- Acts as SME for client, process or system specific knowledge transfer
- Coordinate the update of the administrative procedures and other related documentation (i.e. Workbooks)
- Ensure documentation is updated and approve any changes (e.g. the Workbooks, SOPs)
Qualifications
- Minimum 3+ years of work experience in the Benefits field
- University or college diploma in business administration or equivalent experience
- SaaS experience is an asset
- Exceptional problem-solving skills, documentation and multi tasking skills
- Excellent written and verbal communication skills
- Excellent teamwork skills – able to collaborate and build strong relationships with clients and internal teams
- Demonstrate enthusiasm, team spirit, strong work ethic and flexibility
- Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision
- Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility
- Ability to generate a sense of urgency and bring together appropriate teams
- Ability to understand and use current technology tools and have a very good knowledge of Microsoft Office (Word, Excel, etc.)
- Experience with Microsoft SQL scripts considered an asset
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
