COBRA & Direct Billing Support Specialist (Remote)

NFP•Telecommuter, MA

11d•Remote

About The Position

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. We are transforming the benefits administration industry with empowering technology and a world class customer service experience. Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures. Every employee at ABG maintains a laser focus to exceed client expectations every day. Our people are what make us successful and we are looking for qualified candidates to join our team as a COBRA Support Specialist. The COBRA Support Specialist plays a key role as the first point of contact with ABG for many of our clients, brokers and participants. The COBRA Specialist supports and services COBRA & Direct Billing participants, as well as clients and brokers by providing COBRA Administration in accordance with federal COBRA regulations. This position is perfect for you if you enjoy helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful. This is a full-time opportunity working a fully remote schedule. The work schedule is M-F from 8:30am-5pm (EST preferred).

Requirements

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)

Nice To Haves

Experience with Direct Billing preferred
Experience with WealthCare COBRA Platform strongly preferred
Experience with RingCentral preferred
Bilingual, Spanish

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
Communicating complex issues clearly and simply
Proactive follow-up
Delivering legendary customer service
Relentless about improvement