Job Summary

Oversees the administration of health and welfare plans in accordance with operative plan documents and in compliance with federal law with minimum supervision. Must have a thorough knowledge of all welfare plans. Interprets and applies the provisions of the plans to individual plan participants recognizing tremendous liability to CITGO. Researches and resolves participant related inquiries and issues, assists with the development of plan communications, and documents plan provisions. Serves as a subject matter expert to all levels of the organization and plan participants dealing with highly personal, confidential, and sensitive information in a limited access work environment.

Minimum Qualifications

• High School Diploma
• Bachelor's Degree preferred in Business, HR, or related field
• 5 years job-related experience with a degree or 9 years job-related experience may be considered in lieu of a degree. 
• Specialized experience dealing with the administration of employee benefit plans, specifically Health & Welfare, life, FSA, & HSA. 
• Knowledge & understanding of federal & statutory laws including, but not limited to, ERISA, FLSA, FMLA, COBRA, EEO, ADA, ACA, & HIPAA. 
• Experience in customer service related to benefits administration, with essential skills navigating software systems to document conversations, outcomes & managing follow-up actions. 
• Excellent communication skills-written & verbal-with knowledge & understanding of how to communicate information on health & welfare benefit plans. 
• Must have high level of customer service with willingness to provide assistance, an effective & empathetic communication style when managing in/outbond calls & communicatings with plan participants & team members. Must have ability to manage escalated requests using active listening & critical thinking skills. 
• Experience in providing timely information, follow up, diligence & quality are essential. 
• Analytical & critical thinking skills required. 
• Ability to build constructive & effective relationships while using diplomacy & tact to find common ground in resolving issues & diffusing high-tension situations comfortably. 
• Must be cooperative & approachable, able to gain trust, & support to collaborate effectively. 

Job Duties

• Responds to confidential inquiries and develops responses for plan participants according to the provisions of the plans and their application in each individual’s circumstances. Interprets and applies, in a nondiscriminatory and conservative manner, specific provisions of the plans to individual plan participants. The issues require discretion and the ability to make knowledgeable, independent decisions. Functions as the key liaison to employees, managers, HR professionals, and other plan participants. Analyzes and researches claims issues that arise from participant inquiries and works with benefit plan carriers and consultants to resolve.

• Assists in the administration of all policies and procedures relating to the medical, retiree health, dental, prescription drug, vision, life, long-term disability, EAP, FSA, service and retirement awards, dependent scholarship, retirement, and savings plans. Coordinates and processes death claims and Qualified Medical Support Court Orders (QMSCOs) as required. Facilitates new hire benefits orientation meetings and prepares necessary presentation orientation materials.

• Investigates and assists in drafting the initial response to Benefit Plans Committee appeals with regard to Health & Welfare, LTD and disability retirement claims.  Assists the Benefit Plans Committee Secretary in researching, compiling, and drafting support documentation with regard to the determination of the inquiry.

• Creates and maintains administrative records and benefits files and communicates with the CITGO Records Management team serving as the RM Coordinator working with Legal, Health Services, Workers Compensation, third party consultants/administrators following established recordkeeping guidelines.

• Researches and identifies "best practices" in the industry to assist with the development of all Health & Welfare plan employee communications, including ERISA required notifications (i.e., Summary Plan Descriptions, Summary of Material Modifications, etc.).

• Independently determines where to seek advice both inside and outside of company. Consults with Tax, Legal, HR and IT personnel on technical and varied issues. Researches, develops, and designs various welfare benefit forms, brochures, global e-mails, and benefit summaries necessary for the administration and communication of these programs. Assists in developing presentations to employees or retirees and delivers the presentations as needed.

• Conducts special, critical, and analytical projects and surveys as assigned by supervisor, including Annual Election and benefit annual audit. Requires discretion and latitude.