Position Summary/Objective – COBRA Support Specialist

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 is a full-time opportunity working a hybrid schedule from our Northampton, MA office. We will consider a fully remote schedule for experienced candidates. The work schedule is M-F from 8:30am-5pm (EST preferred).

Some of the core behaviors our ideal candidate will demonstrate are: 

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

The core competencies of this position are:

• Customer Support
• Membership Changes

Customer Support

• 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.
• Assist 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.
• Document 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
• Maintain a strong working knowledge of COBRA and stay current with law and regulation changes
• Confidently handles complex issues and collaborates with other team members to come to 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
• Take initiative to use available resources to problem-solve and escalate when appropriate
• Appropriately redirect calls and emails to other departments as needed
• Assumes other duties as assigned by Manager
• Ensure privacy by following all security and HIPAA guidelines

Processing Changes

• 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 an up building 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

CORE VALUES 

ABG is passionate about maintaining a strong team environment that allows us to have a supportive internal community of support and achievement. 

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

Qualifications and Experience

• 6-12 months of direct COBRA Administration experience
• Experience with Direct Billing preferred
• Experience with WEX Health COBRA & Direct Billing Platform strongly preferred
• Experience with RingCentral 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)

Preferred Skills – Not a requirement

• Bilingual, Spanish

What We Offer

NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and 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.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.