TELUS Health is empowering every person to live their healthiest life with a focus on using leading-edge technology to improve health outcomes across physical, mental, and financial health. The Benefits Administrator is responsible for investigating, diagnosing, and resolving client technical and customer service-related benefits inquiries. The role includes handling escalated issues through various communication channels, understanding client needs, acting as a liaison with support and implementation teams, and ensuring timely escalation per SLAs.
Responsibilities
- Resolve client inquiries by phone, email, or ticketing system, including sensitive escalated issues.
- Understand business requirements, develop test cases, and test software changes.
- Troubleshoot problems by researching and analyzing symptoms and causes.
- Meet client deadlines according to service level agreements, managing and prioritizing tasks while ensuring quality.
- Comply with best practices including confidentiality and peer review standards.
- Coach and mentor junior team members.
- Participate in special projects and new implementations as required.
- Identify business process inefficiencies and recommend improvements.
- Contribute to knowledge management through documentation and sharing lessons learned.
- Occasionally work outside regular business hours for system testing.
Qualifications
- Minimum 3 years of experience in the benefits field.
- University or college diploma in business administration or equivalent.
- SaaS experience is an asset.
- Strong problem-solving, documentation, multitasking, and communication skills.
- Excellent teamwork and relationship-building skills.
- Demonstrated initiative, flexibility, and ability to manage multiple priorities independently.
- Good knowledge of Microsoft Office and experience with Microsoft SQL scripts.
