Benefit Harbor

Client Services Representative

• Manage onboarding processes for new and renewal Workday Benefit Bridge clients
• Lead implementation, system build-out, and ongoing administration for clients
• Complete initial plan documentation and project management
• Build systems in Sys Admin and manage day-to-day operations
• Work with the Director, ERP Benefits and Deployment, EDI teams, and management to research and resolve issues and escalations
• Serve as liaison between clients and internal stakeholders
• Lead client and carrier calls, follow agendas, and provide meeting minutes and updates
• Analyze escalations, troubleshoot issues, coordinate internal partners, and maintain ownership through resolution
• Build and maintain strong client relationships
• Confirm benefit plan details and system builds with integration partners and clients
• Review business and plan design requirements
• Configure and maintain client-specific benefits within the BHAI platform
• Document and implement client-specific exceptions and customizations
• Collaborate with EDIA on file mapping, field translations, and layout alignment during Workday integration
• Oversee end-to-end EDI testing, including eligibility scenarios, retroactivity, and event-based changes
• Maintain implementation and renewal documentation, checklists, SOPs, and client-specific configurations
• Provide daily implementation and renewal metrics reporting in Smartsheet
• Participate in post-deployment reviews and apply lessons learned
• Identify process improvements, automation opportunities, and functionality enhancements
• Ensure system builds comply with client-specific Requirements Documents
• Maintain ongoing compliance documentation
• Adhere to case-building processes and complete SOC II documentation requirements

Client Services – Activation Lead

Administration

• Support the Client Services & Deployment Lead and EDI Analyst with integration tasks and audits
• Compare Workday data reports with API data received by Benefit Harbor
• Compare carrier file extracts with source data in Workday
• Monitor and review API success/failure logs and exception reports
• Confirm scheduled APIs executed as planned
• Verify delivery of scheduled client files
• Analyze carrier EDI output reports for data discrepancies
• Identify and flag issues for resolution
• Work with the internal team to communicate corrective actions to clients
• Document processes and findings to support transparency and continuous improvement
• Assist in testing and validating new file builds or updates
• Partner with team members during new client onboarding and open enrollment activities
• Maintain accuracy, integrity, and successful execution of data exchanged between Workday, Benefit Harbor, and benefit carriers

Integration Support Administrator

Manager

• Manage the ERP Team and support ERP clients with carrier file integrations
• Lead, train, mentor, and manage Client Service & Activation Leads, EDI Analysts, and Admin support team
• Serve as primary escalation point for internal and external issues
• Maintain knowledge of Benefit Harbor/BHAI technical and business policies, procedures, and system functionality
• Develop training opportunities for the ERP Team
• Monitor team progress through initial system and renewal builds, administrative sites, Benefits Center self-service, and EDI files
• Develop, document, and execute processes and process improvements
• Support and lead internal and external stakeholder calls
• Present, demonstrate, and train stakeholders on implementation timelines and file implementation procedures
• Lead quality assurance by reviewing requirements documents for system builds and implementations
• Manage and forecast team resources and develop processes to grow and manage the ERP team
• Work with ERP partners, clients, carriers, and brokers to confirm benefit plan details and system rules
• Oversee file testing, track and monitor changes, and present finalized products to clients and brokers
• Report to the Vice President, ERP Operations

Manager, Benefits – Activation

• Provide day-to-day benefits administration and client support throughout implementation and post-production transition
• Serve as a key client contact during the hyper-care period
• Maintain benefit enrollments through manual carrier portal entry
• Process enrollments, changes, terminations, and qualifying life events
• Verify enrollment data and resolve enrollment discrepancies
• Support transition to automated carrier file processing
• Serve as a primary point of contact for benefits administration requests and enrollment needs
• Respond to inquiries within the standard 24–48-hour response time and follow through to resolution
• Communicate enrollment status, issues, requirements, and outstanding items
• Research client questions and escalations and coordinate resolutions
• Support Workday benefits administration for implementations, renewals, reworks, and ongoing operations
• Use client-specific benefit requirements, class grids, rates, eligibility rules, site verbiage, and documents to administer benefits accurately
• Assist with updating requirements and client documentation for system builds and self-service sites
• Collaborate with Client Managers, Workday implementation teams, EDI teams, carriers, vendors, and internal partners

Client Services – Activation Lead

Integration Support Administrator

Manager, Benefits – Activation

Benefits Administrator