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Shaw Industries Inc Senior Benefits Administrator - HYBRID in Dalton, Georgia

Job Title

Senior Benefits Administrator - HYBRID

Position Overview

Provide excellent, concierge-style customer service as a Benefits Agent. Answer i3 calls, email, and chats for all associate (or family member) inquiries related to Benefits. Provide a high average of first call knowledge-based resolution of issues and have discretion related to assignment to a subject matter expert to resolve as needed. Manage various benefits administration processes within Workday and other vendor systems including, but not limited to, daily processing of events, system error resolution, claims review, and eligibility updates. Manage eligibility for various plan administrators and programs to support plan guidelines and legal regulations as well as the associate relationship. Assist in maintaining and updating communications. Perform as a good listener, problem-solver, and communicator with empathy, accuracy, best practices, and continued knowledge learning. Work with internal and external partners on a daily basis.

Primary Responsibilities:

  • Answer Benefits-related customer inquiries by phone, e-mail, or chat.

  • Verify eligibility and facilitate appropriate benefits enrollment through Workday (e.g., benefit change events, new hires, employment changes, Open Enrollment).

  • Play integral role in Workday setup for Open Enrollment; work with setup team to build new benefit plans, enter rate changes, test Open Enrollment event, and resolve system issues.

  • Assist with promoting and enrollment of associates in all Disease Management programs. Work with vendor partners and ensure appropriate incentives are applied. May also include processing of incentive details to ensure associates receive appropriate incentives, load incentive files to the appropriate account per associate; serve as subject matter expert on compliance and completion of requirements for wellness programs and incentives. Complete administrative actions within Express Scripts' client portal and interaction with Premise partners.

  • Verify eligibility and facilitate appropriate enrollment into Healthcare Accounts, such as FSA and HSA; calculate and request deposits for open enrollment elections, weekly and monthly payrolls, as well as earned incentives.

  • Complete Workday inbox tasks, daily transactions, and error resolution (or serve as back-up).

  • Perform Benefits Billing processes including, but not limited to: terminate benefits billing due to nonpayment (as needed), review the Optum service system to provide accurate billing information, work with IS Operations on processes and issues, resolve errors and system issues as needed.

  • Research and respond to inquiries and information requests in a timely manner via ServiceNow tickets, when appropriate.

  • Monitor process efficiency and reporting and resolve errors, as needed.

  • Manage day-to-day responsibility for voluntary benefits offerings and support HR offices in claims filing and vendor interaction.

  • Administer Canadian, Expatriate, and Hawaii benefits and serve as customer service support for those associates and HR offices.

  • Perform basic data analysis taking advantage of process knowledge to seek out trends or patterns to improve processes and prevent and/or correct errors.

  • Prepare and distribute reporting to internal departments as needed.

  • Complete all vendor payments including review and verification of billing accuracy per contracted rates and details and coordination of appropriate payment method and with all needed approvals to ensure timely payments; follow-up directly with vendor contact to pursue any needed corrections or further information.

  • Participate in vendor searches including data gathering and consolidation, market research, competitor review; serve as a team member at finalist meetings.

  • Research and respond to appeals and information requests in a timely manner.

  • Operate within HIPAA compliance.

  • Coordinate Medicare CMS responses, completion of Medicare benefit forms, completion of Qualified Medical Child Support enrollment, and response to family services.

Position Requirements:

  • High School Diploma/GED and 5+ years of work-related experience

  • Willingness to Work Partial Remote Schedule

  • Cross-training / Critical Process Backup

  • Excellent Customer Service

  • Attention to Detail

  • High Level of Confidentiality

  • Organized and Efficient

  • Clear Written and Verbal Communication

  • Proactive / Takes Initiative

  • Positive Attitude

  • Works Well with Teammates

  • Preferred Skills:

  • Benefits Experience

  • Workday Experience

  • Customer Service Experience

  • Bilingual in English and Spanish is preferred


  • Build Customer Satisfaction

  • Solve Problems

  • Communicate Effectively

  • Collaborate

  • Adapt and Change


  • An associate in this role should have excellent customer service skills, great attention to detail with a s trong ability to multi-task and problem-solve. This role would be filled preferably with an individual who has benefits administration experience and/or basic benefit knowledge. Currently, this position is hybrid with 2 days in office each week. However, more days would be needed during the initial training period.

Position may be filled as a Senior Benefits Administrator or a Benefits Administrator

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.