COBRA Operations Specialist I

WEX•Fargo, ND

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 processes member-level files, forms, and payments and requires product, system, file, and technical knowledge. The specialist supports internal departments and works with teams, employers, consultants, brokers, partners, and third-party vendors to address account discrepancies, resolve cases and escalations, and improve the customer experience. The role also contributes to peer training, ongoing learning, process improvement, special projects, and departmental workflow, while following security policies and HIPAA requirements. The position requires maintaining attendance, punctuality, quality, and performance standards and participating in team meetings and one-on-one meetings with the direct supervisor, including by video and phone. The stated pay range is $17.00–$22.50. WEX describes a benefits package that includes health, dental, and vision insurance, a retirement savings plan, paid time off, health savings and flexible spending accounts, life and disability insurance, and tuition reimbursement, among other benefits.

Requirements

Product, system, file, and technical knowledge and experience.
Maintain detailed knowledge of COBRA and Direct Bill functions.
Adhere to security policies and maintain policy according to HIPAA.
Meet attendance, punctuality, quality, and performance standards.

Responsibilities

Set up and maintain COBRA and Direct Bill plan structures and member accounts.
Create, update, and maintain member plans and balances, as well as employer plans.
Process member-level files, forms, and payments.
Process incoming files and accurately report errors.
Maintain detailed knowledge of COBRA and Direct Bill functions and follow security policies and HIPAA requirements.
Serve as an internal resource and knowledgeable contact for internal departments; troubleshoot questions and resolve issues using product, file, and system knowledge.
Communicate with other teams and employers through case management to resolve account discrepancies.
Solve cases and resolve Tier 3 escalations.
Resolve requests from internal departments, consultants, brokers, and employers in a timely manner.
Work with the team, other departments, case management, and employers to support a positive customer experience.
Identify trends and create efficiencies and process improvements for employers, consultants, and third-party vendors.
Continually improve departmental workflow and maintain a continuous-improvement approach.
Facilitate peer training when requested and participate in ongoing learning, development, and knowledge sharing.
Attend regularly scheduled one-on-one meetings with the direct supervisor for professional development and goal setting.
Participate in team meetings and one-on-ones via video and phone.
Maintain attendance, punctuality, quality, and performance standards.
Assist with special projects and perform 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
Potential quarterly or annual bonus for non-sales roles, based on role and applicable plan