Corporate Benefits Health Plan Quality Assurance And Customer Service - Vice President

Jpmorgan Chase & Co. Newark , DE 19712

Posted 2 months ago

Corporate Benefits Health Plan Quality Assurance and Customer Service - Vice President

Req #: 190056676

Location: Newark, DE, US

Job Category: Human Resources

Job Description:

As part of the U.S. Benefits Plans department, the Benefits Delivery and Customer Service unit is responsible for customer service and administration of all U.S. benefit programs except pension administration (e.g., medical, dental, vision, life insurance, LTD), performing administrative oversight of plans to maintain compliant with plan documents and legal requirements while optimizing the customer experience. This unit is responsible for managing vendors and monitoring their performance, implementing regulations and changes based on design decisions made, responding to customer inquiries and escalated cases and reviewing customer facing communications and websites for clarity and accuracy.

Our U.S. Benefits Department is responsible for healthcare and insurance offerings, Wellness programs offered to our employees and their covered spouses/domestic partners, onsite Health & Wellness clinics available at 28 major sites around the country, Employee Assistance Program, and related regulatory and internal reporting required to properly oversee these offerings.

Principal Responsibilities include:

  • Oversee operations of outsource vendors including review of training materials, setup of plan/administrative technical changes, operations and project work, carrier eligibility reporting and billing, payroll files and all other plan operations work

  • Partner with co-located internal HR call center to deliver excellent customer service

  • Proactively communicate, and provide training on, changes in administration and design, as well as customer facing issues to stakeholders

  • Determine/oversee implementation of required system changes for both ongoing as well as Annual Enrollment to account for various changes required due to design enhancements, regulatory requirements and customer improvements; review and approve specs developed as part of changes

  • Continually work toward process improvements and efficiencies

  • Maintain a strong control environment

  • Oversee/conduct User Acceptance testing as needed across our various administrative and other benefit vendors

  • Review various participant facing communications, making sure they are accurate and clearly understandable and appropriately reflect operational components of our plans

  • Generate various ad hoc queries to support departmental needs

  • Complete testing of various internal websites including My Health, me@JPMC, etc. to determine that benefits data is properly reflected

  • Take part/project manage special projects, as needed


  • Bachelors degree

  • Minimum 5-7 years in corporate benefits or benefits consulting/administration

  • Must have experience working in a strategic, analytical or metric driven position

  • Strong project management skills with a commitment to continuous improvement

  • Superior analytical, quality assurance and problem-solving skills, with a high level of attention to detail

  • Ability to multi-task, work independently, meet deadlines, and manage multiple deliverables

  • Strong verbal and written communication skills, with strong customer focus

  • Knowledge of benefit plan rules and provisions

  • Solid knowledge of standard desktop applications: MS Office, Powerpoint, Excel

  • Ideal to have large firm experience (25,000 plus employees)

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