Job Title: Eligibility Supervisor Company: Welfare and Pension Administration Service, Inc. (WPAS) Location: Mercer Island, Los Angeles, Capitol Heights (Onsite, Potentially Hybrid) About Us: Welfare & Pension Administration Service, Inc. (WPAS) is a dynamic and innovative company administering Taft Hartley, multi-employer Health & Welfare, Pension, and Defined Contribution Plans since 1953. We currently administer over 70 Taft-Hartley and Public Trust Funds which cover benefits for Medical, Dental, Vision, Disability and Time Loss, Vacation, Apprenticeship, Legal Services, Defined Benefit, and Defined Contribution. Position Overview: The Eligibility Supervisor leads the day-to-day work of an eligibility team responsible for accurately maintaining participant and dependent eligibility for assigned health and welfare or retirement trust funds. The position is accountable for staff supervision, workload management, quality, productivity, training, member service, and timely resolution of eligibility issues. The supervisor works closely with the Department Manager, Account Executives, clients, and internal departments to ensure eligibility records are accurate and services are delivered in accordance with plan rules, client requirements, and applicable privacy standards. We are seeking a dedicated and experienced Eligibility Supervisor with employee benefits eligibility experience to join our team at WPAS. This role encompasses direct supervision of staff, including employees in other offices and remote employees. Additionally, the position includes office leadership responsibilities, ensuring smooth operations in a professional and productive work environment, including assisting walk-in customers.
Key Responsibilities:
- Eligibility Supervision:
- Directly supervise Eligibility staff under the direction of the Department Manager.
- Responsible for scheduling, daily production load balancing, and issue resolution.
- Assist members and clients via phone, walk-in, electronic communication, or onsite enrollment events.
- Conduct and/or oversee quality audit reviews of enrollment processing, member support, and phone calls.
- Mentor staff and manage performance to meet quality, productivity and customer service expectations.
- Support new training and quality techniques and suggest enhancements to existing training programs and quality processes.
- Assist the Department Manager to develop, maintain, and implement standard operating procedures (SOPs) and initial and ongoing job specific training programs for staff.
- Oversee and maintain attendance and scheduling.
- Troubleshoot and help resolve issues impacting daily production, enrollment/eligibility data quality, member/client concerns by working collaboratively with all involved internal and/or external partners.
- Works in a collaborative manner with members, clients, Account Executives, and department managers/supervisors to conduct ongoing process and data review to identify opportunities for improvement.
- Under the direction of the Department Manager, perform ad-hoc analysis of any underperforming or “broken” processes by collaborating with subject matter experts (SMEs) and internal/external customers to define existing processes and make recommendations for improvement.
- Perform other duties as assigned.
- Office Leadership Responsibilities:
- Work collaboratively with onsite and remote management of multiple departments to ensure a well-organized, professional and productive work environment.
- Model professional and courteous standards of behavior, both in the office and virtually.
- Ensure HIPAA compliance across departments in the office, in collaboration with other department management.
- Work collaboratively with People Services and other Operations Management to address performance or behavior issues on site.
- Coordinate with building management, Facilities, and senior leadership on facility issues and office closures, such as for inclement weather.
Qualifications:
- 3-5 years of customer service supervisory experience required.
- Experience in employee benefits eligibility required.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Bilingual English/Spanish preferred.
- Ability to multitask and manage time effectively. Must be detail oriented.
- Ability to work creatively and flexibly, both independently and collaboratively, within a diverse cross-functional team.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Experience working with union employees.
Work Schedule:
- Monday to Friday, 8:00 AM to 5:00 PM local time.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.