REMOTE Supervisor, HRSS Operations, Tier 2 Benefits Administration

Position: (REMOTE) Supervisor, HRSS Operations, Tier 2 Benefits Administration
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* Employment Type:

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* Full time

** Shift:*
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* Description:

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* Team Leadership & Service Delivery 

Supervise and support a hybrid team performing Tier 2  benefits operations

Provide coaching, work prioritization, and performance oversight to ensure operational excellence, including productivity levels, key performance indicators, service level agreements, and case management standards are being met and maintained consistently, timely, and with high-quality.

Handle complex case escalations from Tier 1 or other business units

Establishes and maintains collaborative relationships with cross-functional teams, including but not limited to RHM staff, Payroll, HR Operations, Legal, Total Rewards, and vendors, while proactively promoting and training department services to RHM leaders and managers.

Reviews and approves team timecards in alignment with organizational policies; monitors attendance patterns to ensure compliance and proactively alerts the manager to any issues that may affect service delivery or team performance.

Works with the manager to provide team analytics and maintains metrics . Utilizes presentation skills to provide project and customer service delivery updates to HR and RHM management. 

Identify skill development & training needs for the team, including resources needed for knowledge management.

Benefits Administration

Manage the administration and reconciliation of benefits programs, including COBRA, HSA/FSA, and Section 125 plans. Handle complex and escalated cases, adjudicating appeals in alignment with IRS Section 125 regulations and Trinity Health HR policies. Collaborate with Total Rewards Benefits and Well-Being and the Legal Department to review documentation, resolve cases, and mitigate organizational risk. 

Partner with Benefits COE to coordinate eligibility management, policy updates, and compliance with federal and state regulations. 

Reconcile benefit discrepancies related to pay, and coverage issues; serve as a key point of contact for vendor coordination. 

Include OE execution, task planning, assignment, and efficient, effective appeals processing levering case management

Audits internal and external benefits related reports & benefits spending account error reports

Lead and partner on activities related to annual Open Enrollment, including planning, testing, system validation, and guide/documentation review. Partner with HRIS, Benefits COE, and Communications to ensure a smooth and compliant enrollment experience 

Supporting benefits-related work associated with merger, transition, and acquisition (MTA) activities across the Trinity Health ministry.  

Root Cause Analysis & Issue Resolution 

Lead investigations into data discrepancies and resolve systemic issues affecting benefits, payroll deductions

Proactively identify trends through case management and audits to recommend process or system enhancements. 

Case Management & Escalations 

Oversee case management workflow within the HR Shared Services system (e.g., Workday Help), ensuring adherence to Service Level Agreements (SLAs) and quality standards. 

Serve as an escalation point for complex or sensitive Tier 2 cases, ensuring proper documentation, resolution, and stakeholder communication.

Ensure the integrity and effectiveness of Tier 0 knowledge resources by overseeing the governance and continuous improvement of content related to benefits and employment administration. This includes maintaining accurate, user-friendly knowledge articles that reflect current policies and practices, and ensuring timely updates and dissemination to stakeholders and team members. 

Confidentiality

Prioritizes the Colleague Experience and maintains strict confidentiality of the department and associate information in accordance with HIPAA and NPPI guidelines.

** Team Leadership & Service Delivery *
* + Supervise and support a hybrid team performing Tier 2 benefits operations

+ Provide coaching, work prioritization, and performance oversight to ensure operational excellence, including productivity levels, key performance indicators, service level agreements, and case management standards are being met andmaintainedconsistently,timely, and with…