Massachusetts Healthcare Jobs

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.   

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.  

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.  

About the Team:

The Managed Services – Benefits team offers UKG customers a more personalized and high-touch experience. With UKG Pro Managed Benefits services, our commitment extends beyond administration; we become an extension of our customer’s team, providing guidance and support. Our team offers strategic insights and best practices, ensuring our customer’s benefits program delivers on their organizational goals. By efficiently managing administrative tasks, we relieve the strain on our customer’s HR resources, enhancing the employee experience and enabling them to attract and retain top talent.

About the Role:

The Lead Specialty Support will act as a trusted advisor to customers, focusing on understanding their objectives and building strong relationships with various user personas linked to benefits and ancillary platforms. Your success in this role will depend on executing proactive engagement strategies.

In this position, you will manage a designated portfolio of MS Benefits customers, ensuring the adoption and overall health of each account from a benefits perspective. This includes overseeing the administration of customer benefit programs—such as health and welfare, life insurance, disability, and voluntary plans—supporting the entire employee benefits lifecycle. Your responsibilities will involve maintaining customer relationships, ensuring effective service delivery, and achieving key business outcomes, including customer satisfaction and retention.

To excel, collaboration with various internal and external teams is essential. You must effectively communicate high-level technical concepts to non-technical stakeholders.

Key responsibilities include:

• Acting as a trusted partner and advisor for a defined portfolio of MS Benefits customers, showcasing expertise in Health & Welfare benefit plans and trends.

• Managing all administrative aspects of customer benefit plans, including medical, dental, vision, FSA/HSA/HRA plans, life insurance, disability, and voluntary plans.

• Demonstrating a comprehensive understanding of Benefit Administration activities.

• Proactively analyzing issues and driving root cause resolutions to prevent recurrence.

• Confidently interpreting benefit plan documents and discussing them in detail.

• Providing best practice recommendations to establish effective customer procedures and processes.

• Communicating professionally to ensure customer satisfaction through meetings, progress reports, and issue resolution.

• Building and cultivating relationships with customers, representing them when engaging brokers and third-party vendors.

• Ensuring compliance with federal and state laws related to health and welfare.

• Project managing annual benefits enrollment activities, including system configuration, testing, and customer acceptance.

• Participating in the documentation and maintenance of customer benefit processes.

• Assisting in identifying and implementing best practices for the team.

• Tracking time spent on tasks and adhering to departmental protocols.

Basic Qualifications:

• Bachelor’s Degree or 5+ years of relevant industry experience

• Experience with customer relationship management tools, project management tools, and case management solutions (e.g., Salesforce, Smartsheets).

Preferred Qualifications:

• Experience with PlanSource Benefit system and/or UKG Pro (formerly UltiPro) or other HCM Benefits Administration technology solutions is preferred.

• Proven ability to manage multiple projects while consistently meeting deadlines.

• Familiarity with employee life-cycle Benefits Administration, related regulations, ERISA guidelines, and HIPAA compliance is strongly preferred.

• Commitment to excellence and high standards, with the ability to hold oneself and others accountable for delivered work.

• Strong relationship-building skills, capable of establishing trusted relationships across UKG internal teams, vendors, and multiple customer contacts.

• Excellent communication skills (both written and verbal) and strong business acumen.

• Strong organizational, problem-solving, and analytical skills necessary for driving root cause resolution.

• Demonstrated discovery and listening skills, with the ability to ask effective questions, understand customer business goals and priorities, and anticipate their needs.

• Attention to detail, with the ability to manage and facilitate conference calls, capture and follow up on action items, and set appropriate expectations in escalated situations.

• Strong decision-making skills, with the ability to coordinate efforts across various functional teams and engage the appropriate resources to address escalated items.

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.