COBRA Operations Specialist

The Operations Specialist, COBRA is responsible for plan setup, maintenance of plan structure and member accounts for COBRA and Direct Bill. This role is also responsible for processing files, forms, and payments at the member level. Must have product, system, file and technical knowledge and experience. 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

• Must have product, system, file and technical knowledge and experience.
• 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.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary…