Job Details

Requisition Number 19-0054
Post Date 8/7/2019
Title Enrollment Eligibility Services Specialist
Organization Concordia Plan Services
Job Grade 12
City St. Louis
State MO
FT/PT Full Time

Organization Profile

  • Concordia Plan Services ‘walks together’ with the ministries of The Lutheran Church Missouri Synod by providing benefits and services that support the physical and financial health of members and their families. 


Reporting Relationships

  • Enrollment Eligibility Services Specialist reports to Team Lead, Enrollment Eligibility.


Essential Job Functions

  • Serves as front line representative for the department by building relationships with members and employers, supporting on-going Plan participation.
  • Investigates, troubleshoots and corrects member and/or employer data identified through error reporting and vendor case management.
  • Supports  Team Lead by providing daily reporting and workload analysis
  • Functions as Power User, ensuring system continuity by aligning Enrollment Eligibility business processes with CPS customer needs.
  • Manages complex enrollment profiles and requirements.
  • Communicates and processes enrollments, transfers, status changes and terminations of members with emphasis on timeliness and accuracy and according to plan provisions, outlined procedures and federal or state laws.
  • Handles specialized processing for unique enrollment situations, e.g. leaves of absence, employer adoptions/withdrawals, annual compensation reviews and employer guidance.
  • Analyzes and provides recommendations and documentation to management for difficult cases.
  • Oversees and manages procedural manuals for job responsibilities and work processes for all functions within department.
  • Works with CPS teams to ensure communication material, plans, administration policies, and vendor communication is up to date.
  • Examines existing processes and proposes changes or enhancements as necessary to comply with Plan document changes, new benefit offerings, federal or state laws.

Education and Experience

  • Associate Degree or related work experience, required; Bachelor Degree, preferred.
  • Problem-solving, analytical skills and attention to details, required.
  • Experience with related employee benefit services, preferred.
  • Experience managing time-sensitive processes, deadlines, etc., required.
  • Intermediate to advanced skill level in Microsoft Excel and Word, required. 
  • Participated on a successful cross-functional team or experience in other operations departments, preferred.
  • Professional benefits certification (CEBS, World at Work), preferred.


Competencies (Knowledge, Skills and Abilities)

  • Demonstrated ability to develop/implement processes and evaluate/improve process outcomes.
  • Aptitude for managing and diffusing difficult/escalated customer service situations.
  • Intermediate/advanced analytical skills.
  • Intermediate/advanced project management skills, includes interdepartmental projects.
  • Ability to design, develop and collaborate on communication materials.
  • Systems fluency:  command of system and collaborative tools (Pinnacle, Lawson, Benefit Administration System), basic MS Office suite skills.
  • Communication: ability to articulate complex information simply and concisely in person, over the phone and in writing, and to reflect CPS values in all internal and external communications.
  • Customer orientation: demonstrates a high commitment to concepts and principles of Integrity Service program or similar values-based customer service / management program, is dedicated to meeting the expectations and requirements of internal and external customers.
  • Organizational savvy:  ability to navigate effectively in highly regulated industry and with complex organizations required; experience navigating LCMS structure and operations.
  • Performance management and development: sets clear goals and objectives, cooperates and participates fully in the coaching process, and actively seeks continuous learning to improve personal and team performance.
  • Team work: participates fully on assigned and adjunct teams, fosters a collaborative spirit, builds collaborative networks with internal staff and vendor representatives.
  • Sensitivity: practices high level of confidentiality and works comfortably with individuals in crisis.
  • Social / interpersonal skills: interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.


Supervisory Responsibility

  • Enrollment Eligibility Specialist has no supervisory responsibilities.
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