Benefits Counselor Series

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Employees in this series specialize in counseling clients (such as staff, faculty members, and/or students) concerning available employer benefit programs. These programs may include, but are not limited to, such benefits as: health, dental, or life insurance, retirement, disability, survivor benefits, tax deferred plans, and various payroll deductions. Employees in this series are also responsible for the administration of leaves of absence. Leaves of absence include, but are not limited to, FMLA, SURS Disability, sabbaticals, and personal leaves.

Benefit Counselors typically:

• counsel clients individually or in groups on the availability and terms of benefits programs, the evaluation of their personal needs, and the selection of benefit options offered through the State of Illinois, the State Universities Retirement System, and University specific benefits and policies
• assure proper enrollment of clients in group insurance and retirement plans
• assist clients seeking resolution to benefit problems (such as claim denials or adjustments in payroll deductions)
• serve as liaison to technical staff of carriers, state agencies, health care facilities, and other campus offices
• compile or summarize data for reports on benefit programs
• supervise the completion, processing, and maintenance of benefit records, and, at the upper level, supervise and coordinate the activities of a counseling service
• Counsel clients on the leaves of absence that may be available under federal and state law as well as University policy and through SURS
• Assure proper leave administration based on eligibility, supporting medical documentation (if necessary), and University practices and policies

The series does not include positions whose primary functions are the performance of clerical duties associated with benefit programs or the adjudication of medical insurance claims.

DESCRIPTIONS OF LEVELS OF WORK

Employees at this level provide basic counseling services to clients and assistance to higher level Counselors or other personnel, working under direct supervision from an assigned supervisor.

A(n) Benefits Representative typically -

1. gains familiarity with specific benefit plans and programs offered by the employer;
2. explains basic provisions of standard benefit programs or payroll deductions to clients (such as program eligibility, enrollment procedures, and termination,); counsels in the selection of basic benefit options; verifies that employees complete forms correctly; recognizes enrollment discrepancies and refers them to higher authority;
3. assists in the resolution of common benefits problems (such as correction of, or changes in, payroll deductions, transmittance of insurance coverage information to affected parties); assists clients in resolving eligibility questions; refers persons to higher level Counselors or other sources of assistance (such as Central Management Services (CMS), Insurance vendors, Retirement systems, or labor organizations);
4. assists higher level personnel in completion of more difficult operations or special projects, such as preparing materials for group presentations explaining new or modified benefit programs, assisting in the coordination of open or new program enrollment activities, conducting limited research or compiling data for inquiries, audits, or complex reports;
5. recommends business process improvements and provides suggestions for operational efficiencies;
6. assigns and checks work of clerical staff as required; trains new clerical staff members as required;
7. performs other related duties as assigned.

Employees at this level work under general direction and provide counseling services of intermediate difficulty to clients concerning available benefit programs.

A(n) Benefits Officer typically -

1. explains provisions of benefit programs and payroll deductions to clients (such as program eligibility, enrollment procedures, termination policies, continuation and conversion privileges); counsels them in the assessment of personal situations involving health, dental, vision and life insurance, long-term disability, flexible spending accounts, and any other optional benefit plans that the agency may offer;
2. assists in the resolution of more difficult benefit problems (such as correction of, or changes in, enrollment or payroll deductions), transmits insurance coverage information to affected parties, , and refers clients to the appropriate sources for assistance;
3. assures proper enrollment by verifying appropriate completion of forms, coding, and entry of information into record systems and resolves any discrepancies;
4. conducts group presentations regarding current benefit programs and options;
5. carries out or assists higher level personnel in completion of special projects, such as preparing materials for large group presentations or explaining new or modified benefit program, researching enrollment and payroll deduction data for benefit or payroll deduction inquiries, assembling data for audits, benefits programs, or complex reports, administration of Worker’s Compensation and/or other complex benefits programs, and responding to discrepancy reports from outside vendors or agencies; responsible for remittance of premiums to appropriate carriers;
6. assigns and checks work of lower level Counselors or clerical staff; assists in training of new counselors or clerical staff;
7. provides basic explanation of certain leaves of absence; determines basic eligibility for these leaves;
8. performs duties of the lower level;
9. performs other related duties as assigned.

Employees at this level are experts in one or more complex benefits areas. They provide counseling services of advanced difficulty. They may also complete specialized projects requiring an advanced knowledge of the subject matter and/or be responsible for specific programs within the employer’s benefit services operations.

A(n) Benefits Counselor typically -

1. counsels clients in areas that require an in-depth knowledge of complex program provisions; assists employees in completion of necessary calculations and forms; and assures proper enrollment in programs;
2. assists clients seeking resolution to benefits and leave of absence problems that require the investigation of a variety of sources, including laws and regulations, to determine appropriate answers;
3. implements special projects such as conducting group benefit program presentations, planning for enrollment periods, routinely reviewing benefit programs and assisting with more difficult or extensive internal or external audits, and collecting data and preparing complex reports;
4. supervises activities of and assists in the training of clerical staff and/or lower level counselors as required;
5. acts as liaison to technical staff of insurance carriers, state agencies, health care facilities or organizations, retirement system, retirement plan vendors, and other campus offices (such as payroll, personnel, or data processing);
6. collaborates with Benefit Services staff and Human Resources IT to maintain the Benefit Services website, ensuring content is up-to-date;
7. suggests to higher level personnel better methods for benefit service operations, changes in forms or reference materials, changes in benefits programs or their procedures, or changes in benefit systems;
8. counsels and administers leaves of absence in accordance with federal and state laws as well as University policies and procedures. Requires an in depth knowledge of regulations and requirements as well as significant interaction with the employee and supervising department. Refers unusual situations to the Benefits Service Supervisor or Director of Benefit Services as needed;
9. performs duties of the lower level;
10. performs other related duties as assigned.

Employees at this level may supervise a group of Benefits Counselors, selecting, training, and evaluating them and assigning work to them or may be responsible for a complex program or group of programs. Benefit Services Supervisors work under the administrative direction or they may be the person in charge of smaller counseling offices.

A(n) Benefits Service Supervisor typically -

1. supervises a group of Benefits Counselors and support clerical staff by performing employee appraisals and interpreting unit policies and procedures;
2. organizes work schedules, vacations, and in-service training to complement peak periods and academic calendar;
3. approves the content of group presentations for new faculty/staff to effectively convey the services of the unit supervised or options available within applicable programs;
4. analyzes the effectiveness of current policies and procedures of the unit and implements or recommends changes to higher level management, as appropriate;
5. coordinates internal audits of various units;
6. advises subordinate Benefits Counselors concerning complex, unprecedented or sensitive benefits or leaves of absence issues regarding benefits programs of the unit supervised;
7. responsible or specific higher level benefit program(s);
8. oversees the preparation of reports of unit activities for higher management levels, state agencies, and/or insurance carriers;
9. acts as liaison to technical staff of insurance carriers, state agencies, health care facilities or organizations, retirement system, retirement plan vendors, and other campus offices (such as payroll, personnel, or data processing);
10. recommends improvements to benefit service operations, changes in forms or reference materials, changes in benefits programs or their procedures, or changes in benefit systems;
11. counsels and administers leaves of absence in accordance with federal and state laws as well as University policies and procedures, requiring an in depth knowledge of regulations and requirements as well as significant interaction with the employee and supervising department;
12. performs duties of the lower level;
13. performs other related duties as assigned.

MINIMUM ACCEPTABLE QUALIFICATIONS

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. Any one or combination totaling eighteen (18) months from the categories below:
   1. college course work in human resource management, business administration, social sciences, or a closely related field:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
   2. work experience performing clerical or paraprofessional duties related to benefits and/or insurance benefits in benefits, insurance, retirement, healthcare, or human resources.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of state and federal laws related to payroll and benefit areas of responsibility.
2. Knowledge of Health Insurance Portability & Accountability Act of 1996 (HIPAA) legislation.
3. Knowledge of Microsoft Office – Word, Excel, Outlook, and other computer programs.
4. Skill in written, verbal, and interpersonal communication.
5. Skill in time management and prioritizing work assignments.
6. Ability to provide strong customer service.
7. Ability to understand and explain benefits-related rules, policies, and their interpretations.
8. Ability to perform recordkeeping and form completion.
9. Ability to perform basic arithmetic calculations.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. Any one or combination totaling eighteen (18) months from the categories below:
   1. college course work in human resource management, business administration, social sciences, or a closely related field:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
   2. work experience performing clerical or paraprofessional duties related to benefits and/or insurance benefits in benefits, insurance, retirement, healthcare, or human resources.
2. Eighteen (18) months of work experience comparable to that performed at the Benefits Representative level of this series.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of applicable University policies/procedures and state and federal laws related to payroll and benefit areas of responsibility.
2. Knowledge of Health Insurance Portability & Accountability Act of 1996 (HIPAA) legislation.
3. Knowledge of Microsoft Office – Word, Excel, Outlook, and other computer programs.
4. Skill in written, verbal, and interpersonal communication.
5. Skill in time management and prioritizing work assignments.
6. Ability to provide strong customer service.
7. Ability to help resolve specialized or complex benefit problems.
8. Ability to conduct group presentations effectively.
9. Ability to learn, explain, and apply unusual benefits programs or unusual areas of other benefit programs.
10. Ability to understand and explain benefits-related rules, policies, and their interpretations.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. Any one or any combination totaling eighteen (18) months from the following categories:
   1. college coursework in human resource management, business administration, social sciences, or a closely related field:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. work experience performing clerical or paraprofessional duties related to benefits and/or insurance benefits, insurance retirement, healthcare, or human resources.
2. Two (2) years (24 months) of work experience comparable to that performed at the Benefits Officer level of this series.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of applicable University policies/procedures and state and federal laws related to payroll and benefit areas of responsibility.
2. Knowledge of Health Insurance Portability & Accountability Act of 1996 (HIPAA) legislation.
3. Knowledge above rudimentary understanding of and skill in analyzing and interpreting provisions of employee benefit plans.
4. Knowledge of Microsoft Office – Word, Excel, Outlook, and other computer programs.
5. Skill in written, verbal, and interpersonal communication.
6. Skill in time management and prioritizing work assignments.
7. Ability to provide strong customer service.
8. Ability to help resolve specialized or complex benefit problems.
9. Ability to conduct group presentations effectively.
10. Ability to interpret, apply, and communicate both verbally and in writing policies and procedures pertinent to assigned benefits program(s).

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. Any one or any combination totaling eighteen (18) months from the following categories:
   1. college coursework in human resource management, business administration, social sciences, or a closely related field:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. work experience performing clerical or paraprofessional duties related to benefits and/or insurance benefits, insurance retirement, healthcare, or human resources.
2. Two (2) years (24 months) of work experience comparable to that performed at the Benefits Counselor level of this series.
3. One (1) year (12 months) of supervisory experience in a benefits, insurance, retirement, healthcare, or human resources office.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of applicable University policies/procedures and state and federal laws related to payroll and benefit areas of responsibility.
2. Knowledge of Health Insurance Portability & Accountability Act of 1996 (HIPAA) legislation.
3. Knowledge above rudimentary understanding of and skill in analyzing and interpreting provisions of employee benefit plans.
4. Knowledge of Microsoft Office – Word, Excel, Outlook, and other computer programs.
5. Skill in written, verbal, and interpersonal communication.
6. Skill in time management and prioritizing work assignments.
7. Ability to provide strong customer service.
8. Proficiency in interpreting and applying policies and procedures of benefit programs.
9. Skill in resolving difficult and complex benefit problems.
10. Ability to conduct group presentations effectively.
11. Ability to supervise, delegate work assignments, appraise job performance, improve quality of work, and train subordinates in policies, practices, and procedures applicable to the work unit.