COBRA & Direct Billing Support Specialist; Remote

Summary

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. This position is perfect for you if you enjoy helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer‑centric team successful.

This is a full-time opportunity working a fully remote schedule. The work schedule is M-F from 8:30am-5pm (EST preferred).

• Punctually logs in at their assigned phone shift and maintains available status outside of breaks and lunches.
• Promptly answers incoming calls and e-mails to provide support to clients, brokers, and participants.
• Accurately & confidently explains COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage.
• Assists clients, brokers and participants with navigating the COBRA & Direct Billing Portal and Mobile App.
• Remains familiar with reporting functionality and assists clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal.
• Documents all interactions in the phone system & COBRA & Direct Billing Portal immediately after calls & emails.
• Keeps organized notes of calls requiring follow-up and takes ownership until resolution is reached.
• Maintains a strong working knowledge of COBRA and stays current with law and regulation changes.
• Confidently handles complex issues and collaborates with other team members to reach the best resolution.
• Tactfully addresses sensitive participant matters.
• Documents urgent reinstatement requests according to department procedure and timely follows up on requests as stated until completed.
• Consistently follows-through and follows-up on requests until resolved.
• Takes initiative to use available resources to problem-solve and escalates when appropriate.
• Appropriately redirects calls and emails to other departments as needed.
• Ensures 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
  • Life Events
  • Updating direct billing accounts
• Timely process requests from clients and brokers according to department procedures in the WEX Health COBRA, including:
  • Contact changes
  • Adding/removing subsidies
  • Reporting requests
• Make good use of available templates and resources to efficiently handle incoming requests.
• Engage productively with other team members to encourage and maintain a productive environment.
• Ability to work effectively with various individuals and multi-task.
• Ability to make decisions utilizing sound judgment.
• Assumes other duties as assigned by Manager.

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

• Customer Support.
• Membership Changes.

• Display a positive attitude.
• Team-player.
• Flexible and adaptable.
• Problem-solver.
• Attention to detail.
• Takes ownership & pride in assigned tasks.

• 6-12 months of direct COBRA Administration experience.
• Experience with Direct Billing preferred.
• Experience with 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 fast‑paced environment managing sensitive, confidential issues.
• Proficient PC Skills including Microsoft Suite (Microsoft 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. Our People First culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

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.