Representative II

General Summary

For more than 50 years the SAG-AFTRA Health Plan and SAG-Producers Pension Plan (the Plans) have provided health and retirement benefits to thousands of entertainment professionals and their dependents across the globe. The Plans are currently undergoing a major transformation focused on evolving our operations toward a participant-inspired experience. This is an exciting opportunity for a skilled Participant Representative II (Rep II) to support our efforts.

The Rep II will be responsible for answering all of the incoming calls and inquiries for the Plan Office and is the primary source of general information as well as the Participant’s key to communication with the Plans. As the Participants’ first point of contact and often the primary source of information, the Service Representative contributes to the excellent customer service the Plan office strives to provide.

Essential Job Responsibilities

• De-escalation and reduction of the intensity of a conflict or potentially difficult call or inquiry

• Walk-in support: in-person interaction between participant walk-in and representative

• Email inquiry management: addressing, distributing and responding of electronic messages that are sent to and from HBO email queue

• Chat inquiry management: addressing, distributing and responding of electronic messages that are sent to and from HBO chat queue

• Process improvement and optimization

• Must be able to successfully perform all the duties the HBO Rep I

• Works under limited supervision

• Able to handle more complex inquiries

• Good understanding the retiree health benefits and vendor inquiry management procedures

• Identifies and documents error trends and informs management of operational problems and provides resolutions in a judicious manner

• Attends and participates in various meetings as assigned. May be required to report on major points, actions resolved or to be taken

• Other duties as assigned

Minimum Qualifications

• Bachelor's degree or higher

• 1+ years in a customer service position in customer-centric organization

Competencies

• Customer Focus - Gains insight into customer needs; identifies opportunities that benefit the customer; builds and delivers solutions that meet customer expectations; establishes and maintains effective customer relationships.

• Decision quality - Makes sound decisions, even in the absence of complete information; relies on a mixture of analysis, wisdom, experience, and judgment when making decisions; considers all relevant factors and uses appropriate decision-making criteria and principles; recognizes when a quick 80% solution will suffice.

• Ensures accountability - follows through on commitments and makes sure others do the same; acts with a clear sense of ownership; takes personal responsibility for decisions, actions, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; designs feedback loops into work.

• Communicates effectively - Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; attentively listens to others; adjusts to fit the audience and the message; provides timely and helpful information to others across the organization; encourages the open expression of diverse ideas and opinions.

• Instills trust - follows through on commitments; is seen as direct and truthful; keeps

confidences; practices what he/she preaches; shows consistency between words and

actions.

• Nimble Learning- Learns quickly when facing new situations; experiments to find new solutions; takes on the challenge of unfamiliar tasks; extracts lessons learned from failures and mistakes.

• Being Resilient - Rebounding from setback and adversity when facing difficult situations.

• Manages complexities - Asks the right questions to accurately analyze situations; acquires data from multiple and diverse sources when solving problems; uncovers root causes to difficult problems; evaluates pros and cons, risks and benefits of different solution options.

• Collaborates - Works cooperatively with others across the organization to achieve shared objectives; represents own interests while being fair to others and their areas; partners with others to get work done; credits others for their contributions and accomplishments; gains trust and support of others.

• Compassion - Active application of empathy during the entire call life cycle.

Knowledge, Skills, and Abilities

Intermediate or advanced knowledge:

• Plan benefits and limitations

• CPT, ICD9, HCPCS codes, and COB rules.

• Medical terminology

• Excellent written and verbal communication skills

• Strong typing skills

• Good math skills

• Excellent PC Computer skills, specifically in Microsoft Outlook, Word, and Excel

• Ability to meet production and quality goals

• Ability to work under time constraints and meet deadlines

• Ability to work with direct supervision

• Ability to multitask, including documenting the system during a call

• Ability to maintain confidentiality

• Build collaborative relationships

• Be flexible and adaptable to support team targets

• Ability to manage all callers and situations in a professional, tactful, and courteous manner

• Ability to quickly acquire the knowledge of the Plan’s various retirement, health plans and other insurance plans Ability to quickly acquire the knowledge to use a

variety of Plan system applications

• Ability to listen and ascertain the needs of the caller

• Ability to handle multiple interruptions and adjustments to priorities throughout the day

Physical requirements

The physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. A request for a reasonable accommodation should be made in writing and delivered to HR.

Notice

SAG-AFTRA Health Plans and SAG-Producer Pension Plans provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified candidate with an arrest or conviction record, please know that your application will be considered in accordance with LA county local ordinances.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.