Employer Services Specialist - COBRA

WEX•Lower Macungie Township, PA

5d•$21 - $24•Onsite

About The Position

The COBRA Employer Services Specialist is a crucial client-facing role responsible for managing the day-to-day COBRA administration for a portfolio of strategic employer groups and partners. This role serves as the primary point of contact, ensuring client satisfaction and retention by proactively addressing inquiries, managing escalations, and ensuring compliance with regulatory requirements. The Employer Services Specialist must possess a deep understanding of the client's business needs and benefit plan designs.

Requirements

Proven ability to build and maintain strong, long-term professional relationships.
Skilled in utilizing CRM tools (e.g., Salesforce), web-based applications, Google Suite and Microsoft 365.
Ability to quickly identify root causes, analyze complex client scenarios, and partner with internal teams for successful resolution.
Demonstrated ability to de-escalate sensitive client issues professionally and effectively.
Must be willing to work the following hours to include possible holidays and occasional overtime
Training hours - 8-4:30 CST
Schedule after training - 10:30 AM-7:00 PM CST
Excellent computer skills and prior experience using web-based applications and desktop platforms for case management or client relations required
Ability to multi-task in fast pace environment
Demonstrated excellent customer service skills, including ability to de-escalate
Excellent verbal and written communication skills
Positive, professional attitude and phone etiquette
Attention to detail and ability to act as liaison between other teams in order to produce final resolution
Excellent analytical and organizational skills

Nice To Haves

Strong foundational knowledge of COBRA regulations and a working understanding of HIPAA and HITECH, is highly desirable.
Experience with OnBase, COBRA Point and COBRA administration is a plus
Familiarity with employer group’s plan designs
Familiarity with employer groups file schedules

Responsibilities

Oversees the day to day COBRA administration for employers and partners
Utilize CRM tool to document and review all client activity
Assist clients with billing questions, payments, and invoices
Respond to phone and email inquiries within Service Level Agreements (SLA)
Proactively identify potential issues by identifying the root cause issue resulting in a first contact resolution
Engage high value employers and partners with escalations by partnering with internal teams to provide successful outcomes
Provide necessary reporting for employer groups
Assist clients in completing their annual renewals by reviewing open enrollment guides and verify plan coverage, rates and carrier updates or changes met compliance and COBRA regulations
Act as liaison between client and IT technical and operational teams
Communicate with internal teams about changes in employer group plans to ensure group loyalty
Maintain weekly/biweekly 1:1 meeting with leadership to review and discuss coaching opportunities and professional development
Develop long term relationships with assigned clients to assist in increasing client satisfaction and ultimately increase client retention
Work with appropriate stakeholders on assigned clients to understand their business needs
Maintain weekly touch base meeting cadence and agendas
Meets or exceeds all quality standards
Work to meet partner SLA’s
Ensure privacy according to HIPAA, HITECH, Red Flag Rules and other regulations
Other duties as assigned