Responsible for delivering high quality service and support to Mayo consulting staff, voting administrative staff/executives, and Emeriti staff and their eligible dependents via phone, virtual means, and in person. Duties include documenting, researching, and responding to issues as they relate to medical, pharmacy, dental, vision, and legal insurance benefits, as well as a multitude of reimbursement accounts (dental/vision, healthcare FSA, dependent care FSA, HRA, HSA, etc.) Facilitate urgent medical evacuation cases with vendor, Mayo Clinic personnel, and patient family members. Effectively onboard new hires, assisting with benefit enrollment, education, and general support. In addition, the position must interpret plan documents and language to accurately and effectively communicate benefit and claim information to members and providers along with educating and guiding members on health plan choices, both through the new hire onboarding process as well as during open enrollment. Respond to and resolve a variety of account, billing, benefit interpretation, reimbursement, and payment issues. Collaborate with Mayo and non-Mayo providers on behalf of members to resolve benefit interpretation, authorization, claims, billing, reimbursement, and payment issues. Troubleshoot very ambiguous and complex situations and identify solutions to meet unique care needs. Make independent decisions that require individual and/or team analysis, reasoning and problem solving to meet the needs of clients. Must be able to work with key decision-makers both externally and internally to meet client needs. Must also be able to effectively manage time, prioritize responsibilities, and follow up with clients within a short timeframe. Serve as a key contributor/liaison with resolving client issues, achieving long-term client satisfaction while maintaining and enhancing relationships. Limited travel may be required.

This individual must live within driving distance from the Mayo Clinic Rochester Campus.

This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position. 

Requires a strong working knowledge of the Mayo Clinic benefit plans and supplemental benefit plans available to members. Must also possess knowledge of the regulations and laws governing such plans. Applicant must be able to work well, provide direction, and communicate effectively with all colleagues, clients, vendors, and Mayo Clinic leadership. 

Bachelor’s degree in Accounting, Finance, Human Resources, Business or related degree with 1 to 3 years of health benefits administration experience or 5 to 8 years equivalent experience in health insurance, customer service and/or benefits administration.

Must have strong oral and written communication skills; proficiency with project management with a proven ability to employ a systematic structured approach to goal accomplishment and to identify risks and opportunities and develops contingency strategies; able to prioritize and handle multiple tasks in a high-volume work environment; able to work independently and interact collaboratively as part of a team. Requires technical knowledge and ability to adapt quickly to several different complex claims and billing systems, both within Mayo and with associated vendors. 

Able to read and communicate effectively in English; demonstrate effective oral and written communication and presentation skills with the ability to deal with both pleasant and unpleasant situations; high tolerance for ambiguity; requires strong leadership, project management and decision making in areas of expertise. Complete work accurately with attention to detail; demonstrates strong organization and prioritizing skills. Follow-through and timeliness are critical to service delivery. Works effectively under pressure and time deadlines; analyzes problems, propose reasonable solutions, make logical decisions, carry out decisions made and follow-up with feedback where appropriate.