Benefit Advocate Manager

Located in Southern Utah, Planstin is at the forefront of benefits administration and business services. We simplify health insurance for employers and individuals, emphasizing cost-effectiveness and excellent service in a complex market. As our company grows, we’re looking for talented individuals eager to progress in their careers.

About The Role

• We are seeking a highly motivated and results-driven Benefit Advocate Manager to lead our Benefit Advocate team and ensure our members, clients, and medical providers receive world-class support. In this role, you will oversee daily operations, develop strategies to improve customer satisfaction, and inspire a team to consistently exceed expectations. The Benefit Advocate Team takes incoming calls from clients, members, and medical providers to answer any questions they have related to the member’s eligibility & benefits.

What you”ll do

• Manage and oversee the Benefit Advocate Team operations, ensuring smooth workflows and optimal performance.
• Take initiative and ownership of both individual tasks and team performance to achieve exceptional results.
• Adapt to a dynamic and fast-paced environment while introducing process improvements and innovative ideas.
• Drive member retention and identify opportunities to increase revenue through upselling and value-added services.
• Elevate the overall quality of customer service by challenging current standards and implementing the best practices.
• Analyze data and leverage insights to make informed operational decisions that improve efficiency and customer satisfaction.
• De-escalating calls with upset clients and being the final voice saying no, or making arrangements/compromises with the client when appropriate
• Manage recurring and ad-hoc non-voice tasks that the Benefit Advocate Team handles, and ensure that deadlines are met
• Work closely with Assistant Manager and Trainer to ensure SOPs are updated regularly
• Answering complex questions and concerns that our Benefit Advocates have
• Assessing appropriate instances for refunds when requested, and issuing refunds
• Monitoring call queues and email boxes to ensure SLAs are met, and schedules are followed
• Monitoring quality on work processed to ensure it meets expectations
• Support the Benefit Advocate Assistant Manager in management tasks
• Ensure invoices are distributed and paid to clients that are set up on manual pay
• Ad-hoc help with data clean-up in our system, and other compliance related tasks
• Take calls from queues when appropriate/needed
• Take emails from email boxes when appropriate/needed

Qualifications

• 5+ years of customer service management experience
• Excellent communication skills with the ability to inspire and lead a team.
• A results-oriented mindset with a passion for continuous improvement.
• Strong ability to analyze data, identify trends, and translate insights into actionable strategies.
• Demonstrated ability to adapt to changing environments and drive innovation.
• Proficient in MS Office (Excel, Teams, Outlook, Word, and SharePoint)
• Proficient computer skills with the ability to learn new software
• Be highly organized and show a high attention to details
• Salesforce experience
• Knowledge of Insurance plans or self-funded options is a strong plus!

Planstin”s Employee Benefits:

• 12 paid holidays plus 3 weeks of paid time off to balance work and life.
• Comprehensive insurance coverage including health, dental, vision, and accident plans tailored for your well-being.
• Invest in your future with a 401k plan backed by a solid 4% match from us.
• Enjoy the simplicity of weekly paychecks along with the perk of free snacks and regular lunches available onsite.
• Take your career to new heights with our dedicated training programs and a team environment that’s all about support and growth.
• Build strong connections with colleagues at our frequent, fun team-building events.

The Pay Range For This Role Is

70,000 – 80,000 USD per year(St George)

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