COBRA Account Manager- Team Leader

FloresHR • Charlotte, NC

21h • Hybrid

About The Position

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. A COBRA Account Manager – Team Leader is primarily responsible for managing a team of COBRA Account Managers and serves as the primary liaison for our COBRA & Direct Billing only clients. This position serves as a dedicated COBRA Account Manager by communicating, educating, and working with their respective clients daily. This position is responsible for managing their team’s performance and ensuring satisfaction with services delivered to clients within their team. The COBRA Account Manager - Team Leader works closely with Account Management, Shared Services, and Quality Assurance teams and reports to the COBRA Manager.

Requirements

• A graduate of a bachelor’s degree program from a four-year college or university (or equivalent minimum of 5 years’ experience), preferably with leadership experience.
• Previous experience in benefits management, data processing, account management or customer service-related field is preferred but is not required.
• Experience with COBRA administration is strongly preferred.
• A leader who can empower team members to grow personally and professionally.
• An individual who can continually grow, change, and enhance the COBRA Account Manager team for continued future success.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Able to confidently use independent judgment and expertise to manage groups and assist COBRA Account Managers and make innovative and transparent decisions for the department.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual looking to grow personally and professionally.
• A qualified candidate who possesses above average analytical and problem-solving skills.
• Someone with the ability to process and manipulate data in a variety of formats while ensuring accuracy and data integrity.
• Able to perform this job successfully and manage significant client relationships.
• An individual that understands the value of providing a high level of customer service.

Responsibilities

• Regulatory Compliance : Maintain a current working knowledge of COBRA regulations and Direct Billing service. Ensure all notifications, such as General and Election Notices, are sent within federal timelines (typically 14 to 44 days depending on the event).
• Team Leadership : Lead, mentor and train the COBRA team, fostering a culture of accountability and continuous process improvement, assist with annual performance process. Participate in the hiring process for onboarding new employees as requested; support initial training and ongoing training of Account Managers within their team. Appropriately set expectations with team members for daily/weekly/monthly performance goals. Assist team members with varied questions and escalations daily; provide timely feedback and direction to help them support their clients. Monitor performance metrics on a regular basis to assess whether team members are meeting expectations. Conduct regular sessions with each direct report to review performance and provide feedback/coaching related to key performance metrics. Conduct the annual developmental review of each direct report. Track and approve time off (both planned and unplanned) for direct reports. Develop strategies to ensure individual and team goals are met.
• Client Relationship Management : Act as the primary point of contact for employer groups, timely resolving complex escalations and coordinating the annual COBRA plan renewal process. While the primary focus of this role is to support a team, you will also have a select number of clients assigned to you directly that you will be expected to manage in addition to supporting your team. You will be responsible for the following tasks for your assigned book of business and for ensuring the execution of these tasks for your direct reports: Provide a high level of customer service by creating and fostering a positive relationship with all parties. Assist clients and brokers through multiple channels – including emails, scheduled conference calls and ad hoc phone calls. Monitor and manage assigned work in a timely manner via our CRM system as well as within our operational systems. Utilize and articulate extensive knowledge of COBRA, and Direct Billing services to address client/participant questions and inquiries. Research technical and legal questions posed by clients and brokers using available resources. Respond timely and professionally to escalations; employ appropriate tactics to appropriately deescalate situations as necessary. Prepare for and execute seasonal activities such as open enrollment. Be responsible for the financial oversight of all accounts within your team and identify root cause as well as solution for financial issues at the corporate and participant level where applicable. Perform other duties as assigned. Maintain quality work that exemplifies and promotes the company’s core values.
• Data Management : Oversee enrollment, premium payment collection, and account terminations while maintaining data integrity within the COBRA platforms, CRM tools and HRIS systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level