COBRA Operations Specialist I

WEXWEXUS•Remote, OH

7d•$17 - $23

About The Position

This role is responsible for maintaining detailed knowledge in functional areas related to COBRA and Direct Bill. The specialist will serve as an internal resource, troubleshoot questions, and provide issue resolution using product, file, and system knowledge. They will also act as a knowledgeable contact for internal departments and communicate with other teams and employers through case management to resolve account discrepancies. This position is responsible for solving cases and resolving tier 3 escalations, creating and maintaining member and employer plans and balances, and processing incoming files while accurately reporting errors. Additionally, the specialist will facilitate peer training, identify trends to improve the experience for employers, consultants, partners, and third-party vendors, and ensure timely resolution of requests from internal departments, consultants, brokers, and employers. Regular one-on-one meetings with a direct supervisor are expected for professional development and goal setting. The role involves working with the team and other departments to ensure a positive customer experience, creating efficiencies, and improving processes. A continuous improvement approach to work, ongoing learning, development opportunities, and knowledge sharing are essential. Maintaining attendance, punctuality, and expected quality and performance metrics are required. Participation in team meetings and one-on-ones via video and phone is mandatory. The role also includes assisting with special projects and performing other assigned duties.

Requirements

Must pass a successful background investigation
Experience with computer proficiency
Experience with Section 125, HIPAA and HITECH Regulations
Experience with administrative software, computer proficiency and 10 key/keyboard

Responsibilities

Must adhere to security policies
Maintain detailed knowledge in function area(s) 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
Responsible for solving cases and resolving 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 employer's, consultant's, partner’s and third-party vendor's experience
Ensure requests made by internal departments, consultants, brokers and employers are resolved in a timely manner
Attend regularly scheduled one on one meetings with direct supervisor for professional development and goal setting
Work with your 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 sharing of knowledge
Maintain attendance and punctuality standards
Maintain expected quality and performance metrics
Must participate in team meetings and one on ones via video and phone
Assist with special projects
All other duties as assigned
Assist with special projects
Continually work on improving departmental workflow
Maintain policy according to HIPAA