COBRA Benefits Counselor

Aptia Group

2d•Hybrid

About The Position

Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. The COBRA Benefits Counselor is the front line of Aptia Group’s participant experience for COBRA continuation coverage. You will counsel former employees and qualified beneficiaries on COBRA rights and timelines, resolve coverage and billing questions, process elections and payments, and ensure all interactions meet regulatory, client, and quality standards. Please note: This posting includes multiple openings under the COBRA Benefits Counselor role. By applying, you will be considered for all openings associated with this title.

Requirements

Experience: 1–3 years in benefits administration, health insurance customer service, or TPA operations; COBRA experience required.
Knowledge: Working familiarity with COBRA regulations, HIPAA privacy/security standards, and ERISA basics.
Skills: Exceptional verbal/written communication and active listening.
High attention to detail; strong documentation discipline.
Problem solving and de‑escalation under time pressure.
Comfort navigating multiple systems and screens.
Must be able to multi-task (working on administrative tasks in between phone calls)
Familiarity with Microsoft suite applications (Word, Excel, PowerPoint)
Education: High school diploma or equivalent required; associate or bachelor’s degree a plus.
A quiet, confidential workspace required at home for participant calls
Schedule & Shift Operating Hours: Monday–Friday, 7:00 a.m.– 9:00 p.m. EST time
Multiple shifts within Operating hours
Saturday coverage (limited, voluntary or scheduled during peak demand)
Peak Season Flexibility: Extended hours during Q4/Q1 open enrollment

Nice To Haves

Prior experience at a third‑party administrator or benefits outsourcing firm.
Exposure to medical/dental/vision plan structures, premium rate tables, and carrier enrollment workflows.
Bilingual (e.g., Spanish/English) a plus.
COBRA certification or industry training (e.g., IFEBP) is beneficial but not required.

Responsibilities

Participant Counseling & Customer Support Provide clear, empathetic guidance on COBRA eligibility, election periods, coverage options, premium payments, grace periods, and termination rules.
Respond to inbound calls, chats, and case tickets; conduct outbound follow‑ups as needed to resolve open cases.
Explain complex topics (e.g., subsidy eligibility, coordination with marketplace plans, reinstatements) in accessible terms.
Case Handling & Processing Initiate, update, and close participant cases; documenting all contacts accurately and timely.
Process elections, premium postings, late payments, refunds, and reinstatements in accordance with defined operating procedures.
Compliance & Quality Adhere to federal COBRA, HIPAA privacy/security, and ERISA requirements; follow state-specific continuation rules where applicable.
Meet quality assurance targets across accuracy, completeness, and compliance checkpoints.
Carrier & Client Coordination Collaborate with carriers and internal operations to confirm coverage status, effective dates, enrollments, and terminations.
Partner with client service teams to support employer-specific plan / rate nuances, and escalated participant issues.
Continuous Improvement Participate in training, huddles, and calibration sessions; contribute to knowledge base content.