Sr. COBRA Specialist

📋 Description

• • Manage assigned operational duties and account record changes related to COBRA and Direct Bill processes
• • Accurately and timely update the status of all assigned operational tasks and case records
• • Respond accurately and promptly to written and telephonic inquiries during peak times or as assigned
• • Assist in identifying process gaps for assigned customers to ensure internal process documentation remains accurate and current
• • Escalate complex or unresolved inquiries to Account Manager or Department Manager when knowledgebase or tools are insufficient
• • Provide professional and timely service in response to internal audit requests
• • Communicate effectively via telephone, email, and in-person interactions with internal stakeholders
• • Participate in ongoing training programs specific to COBRA, regulatory compliance, and operational tools
• • Build and maintain strong collaborative partnerships within the department and across the organization
• • Identify and document opportunities for process improvement, innovation, or automation to enhance operational efficiency
• • Meet or exceed all established performance standards and key performance indicators
• • Assume additional duties as assigned by manager to support team and departmental objectives
• • Maintain strict confidentiality when handling sensitive employee benefit and regulatory information
• • Work independently and as part of a team in a fast-paced, high-demand operational environment
• • Adhere to scheduled work hours and be available for extra hours as needed to meet business demands
• • Demonstrate a positive attitude and adaptability to evolving processes, systems, and regulatory requirements
• • Utilize Workday, COBRAPoint, case management tools, knowledgebase systems, and contact center technologies to perform daily responsibilities
• • Apply analytical, research, and follow-up skills to resolve complex COBRA eligibility and compliance issues
• • Maintain punctuality and professional conduct in all workplace interactions