COBRA Operations Specialist I
About The Position
The Operations Specialist, COBRA is responsible for plan setup and maintenance of plan structures and member accounts for COBRA and Direct Bill. The role also processes files, forms, and payments at the member level and requires product, system, file, and technical knowledge and experience. The specialist supports internal departments and employers by troubleshooting questions, resolving account discrepancies and tier 3 escalations, and ensuring requests are resolved in a timely manner. The position contributes to a positive customer experience, improves workflows and processes, maintains quality and performance standards, and participates in learning, development, and special projects. The role must adhere to security policies and HIPAA requirements.
Requirements
- Product, system, file, and technical knowledge and experience.
Responsibilities
- Adhere to security policies and maintain policy according to HIPAA.
- Maintain detailed knowledge of function areas related to COBRA and Direct Bill.
- Serve as an internal resource, troubleshoot questions, and provide issue resolution using product, file, and system knowledge.
- Serve as a knowledgeable contact for internal departments.
- Communicate with other teams and employers through case management to resolve account discrepancies.
- Solve cases and resolve tier 3 escalations.
- Create, update, and maintain member plans and balances.
- Create, update, and maintain employer plans.
- Process incoming files and accurately report errors.
- Facilitate peer training when requested.
- Identify trends to improve employers', consultants', partners', and third-party vendors' experiences.
- Ensure requests from internal departments, consultants, brokers, and employers are resolved in a timely manner.
- Attend regularly scheduled one-on-one meetings with the direct supervisor for professional development and goal setting.
- Work with the team, other departments, and case management employer communication to ensure a positive customer experience.
- Create efficiencies and improve processes for employers, consultants, and third-party vendors.
- Maintain a continuous improvement approach to work.
- Participate in ongoing learning, development opportunities, and knowledge sharing.
- Maintain attendance and punctuality standards.
- Maintain expected quality and performance metrics.
- Participate in team meetings and one-on-ones via video and phone.
- Assist with special projects.
- Continually work on improving departmental workflow.
- Perform all other duties as assigned.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
- Non-sales roles are typically eligible for a quarterly or annual bonus based on role and applicable plan.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
