COBRA & Direct Billing Support Specialist; Remote

Company Overview

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. With 30 years of growth, ABG is expanding its team with empowering technology and world‑class customer service.

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 logs in at the 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.
• 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 & SharePoint immediately after calls & emails, keeps organized notes of calls requiring follow‑up and takes ownership until resolution is reached.
• Maintains strong working knowledge of COBRA and stays current with law and regulation changes.
• Confidently handles complex issues and collaborates with other team members to find the best resolution.
• Tactfully addresses sensitive participant matters.
• Documents urgent reinstatement requests according to department procedure and follows up on requests 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 e‑mails to other departments as needed.
• Assumes other duties as assigned by Manager.
• Ensures privacy by following all security and HIPAA guidelines.

• Timely process COBRA elections, removing dependents, dropping coverage, and life events in the COBRA & Direct Billing Portal.
• Process 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 uplifting environment.
• Work effectively with various individuals and multitask.
• Make decisions utilizing sound judgment.
• Assumes other duties as assigned by Manager.

• 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 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 and 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 in 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 we exist to be there for others.

The base salary range for this position is $40,000.00 – $50,000.00, determined based on experience, credentials, education, certifications, skill level, scope of the position, and geographic location. A role‑based performance‑based incentive may also be available.

NFP is an inclusive Equal Employment Opportunity employer.