Employer Services Specialist - COBRA

📋 Description

• • Manage day-to-day COBRA administration for a portfolio of strategic employer groups and partners, ensuring compliance with federal regulations including COBRA, HIPAA, HITECH, and Red Flag Rules.
• • Serve as the primary client-facing point of contact, responding to phone and email inquiries within established Service Level Agreements (SLAs) to ensure timely resolution and client satisfaction.
• • Utilize CRM tools (e.g., Salesforce) to document, track, and review all client interactions and account activities to maintain accurate records and support accountability.
• • Assist clients with billing questions, payment processing, and invoice reconciliation, ensuring accuracy and alignment with plan designs and regulatory requirements.
• • Proactively identify root causes of client issues to achieve first-contact resolution and reduce escalations, improving overall client retention and satisfaction.
• • Partner with internal technical, operational, and IT teams to resolve complex client escalations and coordinate solutions that align with employer group needs and compliance standards.
• • Provide required reporting and documentation to employer groups, including annual renewal support by reviewing open enrollment guides, verifying plan coverage, rates, carrier updates, and regulatory compliance.
• • Act as a liaison between clients and internal departments to communicate changes in employer group benefit plans, ensuring seamless transitions and continuity of service.
• • Maintain weekly or biweekly one-on-one meetings with leadership to review performance, discuss coaching opportunities, and outline professional development goals.
• • Develop and sustain long-term relationships with assigned clients by understanding their business needs, familiarity with their plan designs, and file schedules to deliver personalized service.
• • Conduct regular weekly touch-base meetings with clients, maintaining structured agendas to ensure consistent communication and alignment on service expectations.
• • Adhere to all quality standards and partner SLAs while ensuring strict confidentiality and privacy in handling sensitive employee benefit data.
• • Support annual renewal processes by verifying compliance with COBRA regulations and confirming accurate plan changes, carrier updates, and coverage details.
• • Work within scheduled hours: training period from 8:00 AM to 4:30 PM CST, and post-training schedule from 10:30 AM to 7:00 PM CST, including possible holidays and occasional overtime.
• • Maintain high standards of professionalism, phone etiquette, and customer service in all client interactions, demonstrating de-escalation skills for sensitive or complex situations.
• • Apply strong analytical, organizational, and multitasking abilities to manage multiple client accounts simultaneously in a fast-paced environment.
• • Ensure accurate and timely communication of plan changes to internal teams to preserve client loyalty and operational consistency.
• • Perform other duties as assigned to support the overall efficiency and compliance of the Employer Services function.