[Remote] COBRA & Direct Billing Support Specialist (Remote)

Note: The job is a remote job and is open to candidates in USA. NFP, an Aon company, is a leading organization in employee benefit solutions, focusing on COBRA and Direct Billing services. The COBRA Support Specialist is responsible for providing exceptional customer support to clients, brokers, and participants, ensuring compliance with federal COBRA regulations while fostering long-term customer relationships.

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
• Experience with Direct Billing
• 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 WealthCare COBRA Platform
• Experience with RingCentral
• Bilingual, Spanish

Benefits

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

Company Overview

Company H1B Sponsorship