Contribution Accounting Specialist

• Supports the resolution of all inquiries, complaints, and requests received by key stakeholders such as Senior Leadership, Health Centers, employers, Advocacy, Fund’s TPA, and Participant Experience Teams
• Support the tracking and reporting of all inquiries, complaints, and requests received, including trending, root cause analysis, process improvements, and pending items to leadership regularly
• Utilizes internal system to record all activity, including updates and resolution details for all inquiries, complaints, and requests
• Works with the Fund’s TPA to resolve escalated eligibility, enrollment, claims, and benefits issues
• Supports the VP of Plan Operations on all cross-functional projects and initiatives and coordinates with Operational departments contributing expertise to any related Fund initiative or project
• Collaborates with internal and external stakeholders to resolve all inquiries, complaints, and requests within established service-level targets
• Works with Fund’s leadership to reduce the total number of complaints through process improvement initiatives
• Create and document new processes to solve issues discovered during the complaint resolution
• Identifies, submits, and drives ideas to plans and helps achieve department goals
• Continuously builds functional and technical expertise and pro-actively applies that expertise in a progressively broader scope
• Communicates with local unions, employers, members, and Fund staff on ways to improve the member experience and reduce issues, complaints, and inquiries
• Assists with developing and maintaining policies and procedures connected to the complaint process
• Exemplifies the Fund’s values in leading and fostering a respectful, trusting, and engaged culture of inclusion and engagement

ESSENTIAL QUALIFICATIONS

• 4 ~ 6 years of direct experience gained in handling escalated inquiries for a health plan, insurance carrier, or third-party administrator
• Bachelor’s degree in Business Administration or related field or equivalent work experience
• Working knowledge of health insurance industry products and services
• General knowledge of Claims, Eligibility, Benefits, and Medical Terminology
• Working knowledge of Unions and Taft Hartley Funds, desired
• Proven track record of managing and resolving customer complaints, demonstrating empathy and conflict resolution
• Experience in customer service or a role that helped establish and maintain key stakeholder relationships on behalf of the organization
• Intermediate level MS Office and MS Excel skills
• Preferred fluency (speaking and writing) in Spanish
• The ability to travel 10% ~ 15%
• Excellent analytical and problem-solving skills
• Exceptional written and verbal communication skills, with the ability to write to influence
• Highly organized and detail-oriented
• Value-driven to provide superior solutions to internal and external customers
• Ability to think creatively and strategically, using diverse ideas to solve problems

Salary range for this position: Salary $58,300 - $72,900. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) as a hybrid employee, 8 – 4pm (PT).

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Pension, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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