COBRA & Direct Billing Support Specialist; Remote

American Benefits Group (ABG) is one of the nation's leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the past 30 years we have grown considerably and are looking to build our team even further. We are transforming the benefits administration industry with empowering technology and a world‑class customer service experience.

We are looking for a qualified candidate to join our team as a COBRA Support Specialist. The COBRA Specialist plays a key role as the first point of contact with ABG for many of our clients, brokers and participants.

The COBRA Specialist supports and services COBRA & Direct Billing participants, as well as clients and brokers by providing COBRA Administration in accordance with federal COBRA regulations.

• Communicating complex issues clearly and simply
• Proactive follow‑up
• Delivering legendary customer service
• Relentless about improvement

• Customer Support
• Membership Changes

• Punctually log in at your assigned phone shift and maintain available status outside of breaks and lunches.
• Promptly answer incoming calls and e-mails to provide support to clients, brokers, and participants.
• Accurately & confidently explain COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage.
• Assist clients, brokers and participants with navigating the COBRA & Direct Billing Portal.
• Remain familiar with reporting functionality and assist clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal.
• Document all interactions in the phone system & SharePoint immediately after calls & emails; keep organized notes of calls requiring follow‑up and take ownership until resolution is reached.
• Maintain a strong working knowledge of COBRA and stay current with law and regulation changes.
• Confidently handle complex issues and collaborate with other team members to arrive at the best resolution.
• Tactfully address sensitive participant matters.
• Document urgent reinstatement requests according to department procedure and timely follow up on requests until completed.
• Consistently follow through and follow up on requests until resolved.
• Take initiative to use available resources to problem‑solve and elevate when appropriate.
• Appropriately redirect calls and emails to other departments as needed.
• Assume other duties as assigned by Manager.
• Ensure privacy by following all security and HIPAA guidelines.

• Timely process requests from participants according to department procedures in the COBRA & Direct Billing Portal, including COBRA elections, removing dependents, dropping coverage, and life events.
• Process requests from clients and brokers according to department procedures in the COBRA & Direct Billing Portal, including contact changes, adding/removing subsidies, reporting requests, and updating direct billing accounts.
• Make good use of available templates and resources to efficiently handle incoming requests.
• Engage productively with other team members to encourage and maintain an up‑building environment.
• Ability to work effectively with various individuals and multi‑task.
• Ability to make decisions utilizing sound judgment.
• Assume other duties as assigned by Manager.

• 6‑12 months of direct COBRA Administration experience preferred.
• Experience with Direct Billing preferred.
• Experience with Alegeus Wealth Care COBRA Platform strongly preferred.
• Experience with Ring Central preferred.
• Track record as an enthusiastic team player with proven ability to prioritize, multi‑task.
• A passion to make customers and coworkers feel important and valued.
• Must be able to cope in a fast‑paced environment managing sensitive, confidential issues.
• Proficient PC skills including Microsoft Suite (Office, Excel, Outlook, SharePoint, Teams).

• Bilingual, Spanish.

We’re proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. The base salary range for this position is $40,000.00 – $50,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location.

Actual base salary offered will be determined on a case‑by‑case basis. In addition to the base salary, this position may be eligible for performance‑based incentives.

NFP is an inclusive Equal Employment Opportunity employer.