Benefits Concierge & Advocate (Remote)

Alight Solutions Ltd; Indiana (PA); Remote; USD 45,000 - 55,000; Full time

Job summary

Alight Solutions is seeking a Benefit Pro to serve as the member's dedicated benefits advocate. You will own the end-to-end member journey across benefits, vendors, and life events, delivering personalized guidance, proactive outreach, and resolution management from inquiry through successful outcomes.

Responsibilities include educating members on health, welfare, retirement, and wellbeing programs, enrolling in medical and supplemental plans, and coordinating with carriers and internal teams

Qualifications

• Broad-based knowledge of benefits administration, particularly Medical, Dental, and Vision plans, along with voluntary benefits such as short/long term disability, life, long term care insurance, accident insurance, and basic understanding of 401k and pension benefit plans
• Proficient in Microsoft Office; ability to learn and operate computer systems and software
• Ability to work effectively in a remote team environment
• Ability to receive and immediately apply constructive feedback
• Ability to develop effective rapport with clients based on empathy and trust
• Strong ability and desire to learn continually in a changing environment
• Exceptional critical thinking and problem-solving skills
• Strong verbal communication skills and customer service orientation, highly professional within difficult situations that may arise
• Excellent written communication, with a high level of detail and adherence compliance
• Self-motivated and directed, focused on hitting goals and deadlines
• Experience working in a team-oriented, collaborative environment
• Very dependable and can be flexible with scheduling business needs change
• Maintains high accuracy and attention to detail
• Excellent time management and organizational skills

Responsibilities

• Analyze member needs, benefit eligibility, utilization patterns, life events, and personal circumstances to provide personalized recommendations and decision support regarding available benefit options, coverage provisions, and exclusions.
• Communicate complex benefits information in a clear, consultative manner to educate members on employer-sponsored health, welfare, insurance, retirement, and wellbeing programs.
• Provide personalized benefits education, decision support, and enrollment assistance for medical, prescription, and supplemental benefit plans.
• Update and maintain benefit elections and records in applicable systems for new hires, qualifying life events, status changes, and other enrollment activities while ensuring policy compliance and accurate documentation.
• Gather information to understand member needs, health concerns, care objectives, and reasons for seeking support, enabling personalized guidance and resolution planning.
• Guide members through the healthcare and benefits ecosystem, helping them understand available resources, access care, and navigate complex benefit-related situations.
• Support healthcare navigation through provider identification and selection, access-to-care coordination, billing review, claims support, appeals coordination, and issue resolution.
• Identify and connect members to high-quality providers; employer-sponsored specialty care programs, wellbeing resources, and other support services aligned to their needs.
• Deliver consultative support related to healthcare decisions, voluntary benefits, and basic retirement and wealth concepts.
• Serve as the member's dedicated Benefits Advocate and single point of contact, providing end-to-end ownership across benefits, vendors, and life events.
• Proactively identify and engage members during key life events and benefits transitions, including age-26 dependent transitions, Medicare eligibility, family status changes, and other qualifying events.
• Proactively contact members to resolve outstanding enrollment issues, obtain necessary documentation, verify eligibility, and coordinate with client teams, carriers, and internal partners to drive timely resolution.
• Conceptualize and solve moderately complex member issues by identifying root causes, determining appropriate actions, and coordinating efforts across internal and external stakeholders.
• Coordinate seamlessly across Alight teams, healthcare providers, carriers, retirement specialists, and vendor partners to reduce member effort, minimize handoffs, and deliver a concierge-style experience.
• Deliver proactive outreach, regular status updates, and ongoing follow-up through phone, digital, and scheduled interactions, ensuring members understand progress, resolution, and next steps throughout their journey.
• Maintain ownership, visibility, and accountability throughout the member lifecycle by tracking case progress, ensuring commitments are met, confirming resolution, and documenting outcomes.
• Anticipate unspoken member needs, identify potential barriers or future questions, and provide proactive guidance before issues escalated.
• Leverage Alight technology, care management platforms, member insights, and available tools to deliver personalized support, improve outcomes, and enhance the member experience.
• Build trusted relationships through empathy, active listening, critical thinking, consultative guidance, and a commitment to service excellence.
• Ensure a clear understanding of case outcomes, next steps, and available resources prior to case closure, fostering member confidence and satisfaction.

Skills

Benefits administration

Microsoft Office

Remote teamwork

Empathy and listening

Critical thinking

Communication skills

Attention to detail

Education

Bachelor's Degree Preferred

HS Diploma required

Job description

Alight Solutions is seeking a Benefit Pro to serve as the member's dedicated benefits advocate. You will own the end-to-end member journey across benefits, vendors, and life events, delivering personalized guidance, proactive outreach, and resolution management from inquiry through successful outcomes.

Responsibilities include educating members on health, welfare, retirement, and wellbeing programs, enrolling in medical and supplemental plans, and coordinating with carriers and internal teams