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.
Minimum Qualifications
• Associate’s degree in human resources, Business Administration, or related field, or equivalent experience
• Minimum 4-6 years of progressive experience in HR Shared Services, including both employment administration and benefits administration
• Minimum of 2-4 years of experience in a leadership, coaching, or team lead capacity, or equivalent experience gained through academic projects, internships, or other relevant exposure
• Hands-on experience with Workday HCM, particularly with benefits, employment transactions, and case management
Additional Qualifications (nice to have)
• Prior project management experience strongly preferred
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Prior project management experience strongly preferred
• Prior experience supporting or leading HR compliance-related programs and initiatives such as I-9, E-Verify, licensing/credentialing tracking, and internal audits strongly preferred
• Prior experience with Joint Commission audits and other healthcare regulatory bodies preferred
• Prior experience with Workday, Equifax, EverCheck, and/or The Work Number beneficial
Confidentiality
Prioritizes the Colleague Experience and maintains strict confidentiality of the department and associate information in accordance with HIPAA and NPPI guidelines.
Our Commitment
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.