26 days old


Duke University
Durham, North Carolina 27708
  • Job Code
  • Job Type
  • Job Status
    Full Time
  • Shift
    1st Shift

Occupational Summary

Responsible for ensuring high quality Benefits customer service through the effective management of all plan administration, communication, education and Tier III customer service activities. This position will coordinate closely with Plan Managers, to ensure that the delivery (administration and customer service) is aligned with plan provisions and strategic intent. The Benefits Administration and Communication Manager supervises the Tier III response to customers and utilizes continuous process improvement and ensures the quality, accuracy and consistency of delivery.


Work Performed

  • Manage the administration of the plans in accordance with plan provisions, documentation, legal and regulatory requirements to ensure ongoing operational compliance.
  • Provide leadership and direction to the Benefits Administration and Communication Analysts, creating and communicating a vision that motivates them to pursue high standards of excellence.
  • Coordinate closely with the HRIC Manager to help ensure the quality of customer service provided. Measure and monitor the effectiveness of plan administration and customer service and make necessary adjustments; Identify and implement interventions that result in the continuous improvement of customer service. Provide coaching and counseling to ensure that customers receive the best possible service.
  • Assume dotted line responsibility for Tier II staff in HRIC, in particular for customer service and training needs.
  • Identify training needs and conduct sessions (in conjunction with Plan Managers) to ensure knowledge of HRIC staff.
  • Develop and improve upon methods communicate benefits programs to all employees; Serve as lead content developer, leveraging expert knowledge from the Plan Managers to ensure technical accuracy of communications; Provide strategic input on customer service delivery, e.g., out of the box thinking ongoing and specific to projects, i.e., during open enrollment.
  • Participate in the annual open enrollment process and manage Analysts tasked to assist in the process.
  • Mentor Benefits Administration and Communication Analysts to ensure proper development of skills and competencies.
  • Perform other related duties incidental to the work described herein.


The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.


Education:  Work requires knowledge and skills normally acquired through completion of a bachelor's degree from an accredited institution preferably in Human Resource Management or a related field. Master's preferred. CEBS or other benefits coursework is preferred.


Experience:  Four to six years of experience in employee benefits, with at least two years serving in a customer service capacity.  OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.


Duke aspires to create a community built on collaboration, innovation, creativity,and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of thecommunity feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.


Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided byeach hiring department.


Posted: 2019-11-12 Expires: 2019-12-12

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Duke University
Durham, North Carolina 27708

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