Hotline Support

1199SEIU Benefit and Pension Funds; New York (NY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

1199SEIU National Benefit Fund is seeking a detail-oriented Eligibility Specialist to support member services and benefits enrollment. You will manage eligibility updates, answer inbound calls, and ensure accurate data in Vitech and other systems.

The role requires two years in eligibility or health benefits, proficiency with Vitech/QNXT/Express Scripts, and strong Excel/reporting skills. Hybrid work arrangement with occasional overtime may be required.

Qualifications

• High School Diploma or GED; some college preferred.
• 2+ years of eligibility systems knowledge (Vitech, QNXT, or ESI) in a health benefits environment.
• 2+ years customer service experience in a call center or member-facing role.
• Knowledge of enrollment documentation, eligibility requirements, benefits, and processing.
• Excellent keyboarding skills (min 6,000 KPH, ≤6% error).
• Proficiency in Word/Excel; navigate Vitech V3.
• Strong customer service and telephone skills.
• Ability to work under pressure, multitask, meet deadlines, and problem-solve.
• Good verbal and written communication skills.
• Overtime availability preferred.
• Attendance and punctuality performance standards.

Responsibilities

• Perform eligibility and prescription benefit updates; resolve issues and provide excellent telephone customer service.
• Research, update, and follow up on enrollment/workflow changes in systems (Vitech, PHI, Express Scripts, QNXT).
• Data entry of enrollment information and member data from multiple sources.
• Communicate with management; flag member issues and report trends.
• Create weekly and monthly Excel reports on productivity.
• Collaborate with management to maintain and review production.
• Provide clerical support to the Eligibility department (filing, photocopying, faxing).
• Perform additional duties and projects as assigned by management.

Skills

Customer service

Telephone skills

Communication skills

Problem solving

Multitasking

Attendance/punctuality

Overtime availability

Education

High School Diploma or GED

Some College or Degree preferred

Tools

Vitech

QNXT

ESI

Microsoft Word

Excel

Vitech V3

Job description

Requisition #: 7507

# of openings: 1

Employment Type: Full time

Position Status: Permanent

Category: Bargaining

Workplace Arrangement: Hybrid

Fund: 1199SEIU National Benefit Fund

Job Classification: Non-Exempt

Responsibilities

• Perform eligibility and prescription benefit updates; accurately and professionally resolving issues in real time and providing excellent telephone customer service
• Research, update, and follow up on changes such as: enrollment and workflows, eligibility and benefit elections in eligibility system (Vitech), PHI, prescription (Express Scripts), dental and call tracking (QNXT) systems.
• Data enter enrollment information, relevant membership data, and supporting documentation obtained from various sources such as: Member Services, Outreach Department, satellite office - pension codes, employer reports, workers compensation, disability, home mortgage, Cross Fund reports, 1199SEIU Training and Employment Funds, GNY Spousal Premiums etc.
• Communicate with management; keeping them abreast of any member issues that require escalation and report trends via established protocols.
• Create various weekly and monthly Excel reports regarding productivity
• Work closely with management in maintaining and reviewing work production
• Provide clerical support to the Eligibility department including but not limited to: filing, photocopying, and faxing, etc.
• Perform additional duties and projects as assigned by management

Responsibilities

• Perform eligibility and prescription benefit updates; accurately and professionally resolving issues in real time and providing excellent telephone customer service
• Research, update, and follow up on changes such as: enrollment and workflows, eligibility and benefit elections in eligibility system (Vitech), PHI, prescription (Express Scripts), dental and call tracking (QNXT) systems.
• Data enter enrollment information, relevant membership data, and supporting documentation obtained from various sources such as: Member Services, Outreach Department, satellite office - pension codes, employer reports, workers compensation, disability, home mortgage, Cross Fund reports, 1199SEIU Training and Employment Funds, GNY Spousal Premiums etc.
• Communicate with management; keeping them abreast of any member issues that require escalation and report trends via established protocols.
• Create various weekly and monthly Excel reports regarding productivity
• Work closely with management in maintaining and reviewing work production
• Provide clerical support to the Eligibility department including but not limited to: filing, photocopying, and faxing, etc.
• Perform additional duties and projects as assigned by management

Qualifications

• High School Diploma or GED required, some College or Degree preferred
• Minimum two (2) years Eligibility systems knowledge/experience (Vitech, QNXT, or ESI) in a health benefits environment required
• Minimum two (2) years customer service experience in a call center environment; or two (2) years’ experience in a member-facing position required
• Comprehensive knowledge of enrollment documentation, eligibility requirements, benefit provisions and enrollment processing required
• Excellent keyboarding skills required (minimum 6,000 KPH and 6% or less error rate)
• Basic skill level in Microsoft Word and Excel preferred, able to perform enrollment data entry analysis and navigate eligibility systems (Vitech V3)
• Excellent customer service and telephone skills a must; able to maintain pleasant and helpful demeanor ensuring professional services are provided
• Ability to work well under pressure, multi-task, establish priorities, meet deadlines, problem solve and follow through on assignments
• Good communication skills (oral and written) and ability to speak in a clear and concise manner
• Available to work overtime preferred
• Must meet performance standards including attendance and punctuality