About the Team/Role
COBRA Employer Services Specialist
An Account Manager is responsible for building strong relationships with strategic Employer
Groups and Partners. An Account Manager needs to be proactive in responding to Employer
Group and Partners related to changing regulations, product updates and potential service
concerns.
How you'll make an impact
Account Management
• Oversees the day to day COBRA administration for Employers and Partners
• Answer inbound phone calls from a queue based system and email inquiries within Service Level Agreements
• Own annual renewal process
• Utilize CRM tool to document and review all client activity
• Assist clients with billing questions, payments, and invoices
• Resolve Employer and Partner Escalations. Partnering with internal teams
as needed
• Provide necessary Reporting for Employer Groups
• Proactively identifies potential issues and provides resolution when
needed
• Complete annual renewal process for assigned employer groups
• Act as liaison between client and IT technical and operational teams
• Communicate with internal teams about changes in Employer Group plans to
ensure group loyalty
Subject Matter Expert on Employer Group
• Develop long term relationships with assigned clients to assist in
increasing client satisfaction and ultimately increase client retention
• Work with appropriate stakeholders on assigned clients to understand
their business needs
• Familiarity with Employer Group’s Plan designs
• Familiarity with Employer Groups File Schedules
• Maintain weekly touch base meeting cadence and agendas
• Meets or exceeds all quality standards
• Work to meet Partner SLA’s
• Ensure privacy according to HIPAA, HITECH, Red Flag Rules and other
regulations
• Other duties as assigned
Training hours - 8:00 AM-4:30 PM CST
Shift after training - 10:30 AM-7:00 PM CST
Must be willing to work the following hours to include possible holidays and
occasional overtime
Experience you'll bring
• Experience with OnBase, COBRA Point and COBRA administration is a plus
• Demonstrated excellent customer service skills
• Excellent verbal and written communication skills
• Positive, professional attitude and phone etiquette
• Attention to detail and ability to act as liaison between other teams in order to
produce final resolution
• Excellent analytical and organizational skills