[Remote] COBRA Support Specialist (remote)

Note: The job is a remote job and is open to candidates in USA. NFP, an Aon company, is a recognized leader in employee benefits solutions, and is seeking a COBRA Support Specialist to join their team. This role is essential for providing customer support and managing COBRA administration in compliance with federal regulations, while fostering long-term relationships with clients and participants.

Responsibilities

• Punctually logs in at their assigned phone shift and maintains available status outside of breaks and lunches
• Promptly answers incoming calls and e-mails to provide support to clients, brokers, and participants
• Accurately & confidently explains COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage
• Assist clients, brokers and participants with navigating the COBRA & Direct Billing Portal and Mobile App
• Remains familiar with reporting functionality and assists clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal
• Document all interactions in the phone system & COBRA & Direct Billing Portal immediately after calls & emails
• Keeps organized notes of calls requiring follow-up and takes ownership until resolution is reached
• Maintain a strong working knowledge of COBRA and stay current with law and regulation changes
• Confidently handles complex issues and collaborates with other team members to come to the best resolution
• Tactfully addresses sensitive participant matters
• Documents urgent reinstatement requests according to department procedure and timely follows up on requests as stated until completed
• Consistently follows-through and follows-up on requests until resolved
• Take initiative to use available resources to problem-solve and escalate when appropriate
• Appropriately redirect calls and emails to other departments as needed
• Assumes other duties as assigned by Manager
• Ensure privacy by following all security and HIPAA guidelines
• Timely process requests from participants according to department procedures in the COBRA & Direct Billing Portal, including
• COBRA elections
• Removing Dependents
• Dropping Coverage
• Life Events
• Updating direct billing accounts
• Timely process requests from clients and brokers according to department procedures in the WEX Health COBRA, including:
• Contact changes
• Adding/removing subsidies
• Reporting requests
• Make good use of available templates and resources to efficiently handle incoming requests
• Engage productively with other team members to encourage and maintain an up building environment
• Ability to work effectively with various individuals and multi-task
• Ability to make decisions utilizing sound judgment
• Assumes other duties as assigned by Manager

Skills

• 6-12 months of direct COBRA Administration experience
• Track record as an enthusiastic team player with proven ability to prioritize, multi-task
• A passion to make customers and coworkers feel important and valued
• Must be able to cope in fast-paced environment managing sensitive, confidential issues
• Proficient PC Skills including Microsoft Suite (Microsoft Office, Excel, Outlook, Sharepoint, Teams)
• Experience with Direct Billing preferred
• Experience with WealthCare COBRA Platform strongly preferred
• Experience with RingCentral preferred
• Bilingual, Spanish

Benefits

• PTO & paid holidays
• 401(k) with match
• Exclusive discount programs
• Health & wellness programs

Company Overview

Company H1B Sponsorship