Benefits Analyst

MW Partners; San Jose (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

MW Partners is seeking a Healthcare Support and Program Manager in San Jose to serve as the primary contact for healthcare escalations and benefits program coordination. You will triage ServiceNow tickets, coordinate with COE and Rewards Ops, and assist with Open Enrollment content and vendor interactions.

The role requires 7+ years of US health and welfare benefits experience, strong communication skills, and the ability to work across stakeholders including vendors, ERC, payroll, and

Qualifications

• Bachelor’s degree required; equivalent experience may qualify.
• 7+ years of US health and welfare benefits experience.
• Knowledge of ERISA and related federal/state laws governing benefits.
• CBP or CEBS certification is a plus.

Responsibilities

• Be the first contact for healthcare escalations to the benefits COE team.
• Triage ServiceNow tickets and coordinate with Rewards Ops or COE.
• Act as Tier 2 escalation for benefits inquiries and coordinate with vendors.
• Review Open Enrollment content and support enrollment workflows with vendors.
• Support compliance notices and healthcare content updates.

Skills

Organizational skills

Communication skills

Analytical thinking

Team collaboration

Multitasking

Education

Bachelor’s Degree in related field

Tools

ServiceNow

bswift

Emma

Job description

Healthcare support and program management

• Be the first point of contact for healthcare escalations to the benefits COE team. Monitor cases and channels (e.g. Slack benefits-talk, ServiceNow, bswift, ERC, webinar chat), identify and report on trending issues, research specific concerns, and resolve issues working with employee, vendors, and COE as needed.
• Triage healthcare “ServiceNow” tickets, resolve healthcare cases and elevate any administration service issues to Rewards Ops or COE team.
• Serve as a Tier 2 escalation resource for employee benefits inquiries beyond standard call center support, including coordinating with health plan liaisons and vendors as needed to support issue resolution. Provide information and guidance to help employees understand benefits programs policies, and changes through ad hoc interactions, benefit meetings, and benefit fairs. May also include updating healthcare content in call center training decks and FAQs.
• bswift and Emma administration: Support Open Enrollment readiness by reviewing and updating enrollment requirements, plan details, and employee-facing content within bswift and Emma. Conduct testing of enrollment functionality, communications, and enrollment workflows, and perform final validation of content, rates, and enrollment flows following vendor and Rewards Operations sign-off.
• Communications content review: Review healthcare-related communications and content, including Open Enrollment materials, OE website updates, Rewards Guides, videos, PDFs, vendor communications, employee mailers, and microsites. Support annual Open Enrollment, year-end, midyear, and ad hoc healthcare content updates for benefits.adobe.com, ensuring information is accurate, current, and aligned across employee-facing resources.
• Events support: Liaise with internal and external teams on healthcare events, including calendaring and
• fulfillment. Confirm healthcare vendor participation, signage, and logistics for Open Enrollment fairs and pop-up events. Support programmatic webinars by coordinating scheduling, and promotion, and review of supporting collateral (decks, flyers, posters, FAQs, tip sheets, etc.) as needed.

Compliance

• May review SBCs, plan booklets, Schedules of Benefits and other compliance documents and coordinate with program managers to support any compliance implementation and posting.
• May support legislative requirements such as healthcare transparency, mental health parity (reviewing documents, posting mandatory employee notifications, tracking, scheduling)
• May contribute to compliance administration such as COBRA administration, non-discrimination testing, PCORI fees, IRS updates to pre-tax spending accounts, etc.
• May project manage and track annual compliance notices (e.g., SAR, Medicare, HIPAA) and aggregate notices for employee notification by annual deadlines.

Special projects

• In partnership with Sr. program managers, help drive or support various special projects such as RFPs and the implementation of new benefits vendors or programs.
• Support the healthcare portion of survey submissions (e.g. SVEF benchmark survey, Corporate Equality Index CEI)
• Liaise with wellbeing team on healthcare data needs for physical and emotional wellbeing dashboards.
• Acquisitions: Support acquired company medical plan transitions (onboarding vendors for claim runoff, decommissioning, scheduling webinars and support Q&A sessions).

Requirements:

• Bachelor’s Degree in related field. Required education may be substituted by additional years of experience.
• 7 years + of directly applicable US health and welfare benefits experience
• Knowledge of Employee Retirement Income Security Act (ERISA) regulations, and other applicable federal, state, and local laws governing benefits
• Certified Benefits Professional (CBP) or Certified Employee Benefit Specialist (CEBS) professional certification, a plus.
• Strong organizational skills, ability to multi-task in a fast-paced environment.
• Strong oral and written communication skills and attention to detail.
• Ability to work efficiently both independently and within a team to meet common goals.
• Demonstrate analytical and problem-solving capabilities to manage escalations and help Sr. program managers identify root causes of issues.
• Ability to collaborate with various stakeholders such as Employee Resource Center (ERC), payroll, communications, and vendors.
• Demonstrate desire to learn, grow, and take on new challenges.