Remote Benefits Concierge & Advocate

Alight Solutions Ltd; Alabama; Remote; USD 45,000 - 55,000; Full time

Job summary

Alight Solutions is seeking a Benefits Pro to deliver high-touch guidance across health, retirement, and wellbeing programs. You will educate members, assist with enrollments, and maintain accurate records for new hires and life events in a remote-capable team.

You will analyze member needs, communicate complex benefits clearly, and coordinate across carriers, vendors, and internal teams to ensure a seamless experience.

Qualifications

• Bachelor's degree preferred; HS diploma required.
• 3+ years of Health Insurance, HR, or Benefits experience preferred.
• 3+ years of Customer Care (inbound/outbound) preferred, 1+ required.

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 escalates.
• 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 rapport

Written communication

Critical thinking

Time management

Attention to detail

Team collaboration

Flexibility

Customer service

Education

Bachelor's Degree Preferred

HS Diploma required

Job description

Alight Solutions is seeking a Benefits Pro to deliver high-touch guidance across health, retirement, and wellbeing programs. You will educate members, assist with enrollments, and maintain accurate records for new hires and life events in a remote-capable team.

You will analyze member needs, communicate complex benefits clearly, and coordinate across carriers, vendors, and internal teams to ensure a seamless experience.