COBRA Operations Specialist 1

WEX

1d•Remote

About The Position

This role is responsible for maintaining detailed knowledge in function 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 service requests to resolve account discrepancies. The role involves creating, updating, and maintaining member and employer plans and balances, processing incoming files, and accurately reporting errors. Facilitating peer training, identifying trends to improve stakeholder experiences, and ensuring timely resolution of requests are key aspects. The specialist will also participate in regular one-on-one meetings with their supervisor for professional development, work collaboratively to ensure a positive customer experience, and contribute to creating efficiencies and improving processes. A continuous improvement approach, ongoing learning, and maintaining attendance, punctuality, quality, and performance metrics are expected. Participation in team meetings and one-on-ones via video and phone is required, as is assisting with special projects.

Requirements

All other duties as assigned
Assist with special projects
Continually work on improving departmental workflow
Maintain policy according to HIPAA

Responsibilities

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 service requests to resolve account discrepancies
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 and other departments 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
Continually work on improving departmental workflow
Maintain policy according to HIPAA