Careers

The COBRA Department Manager is responsible for the oversight and day to day operations of the COBRA department, including a team of 5-7 Specialists. Key responsibilities include; staff development, creation of efficient process/procedures that meet regulatory requirements, management of select client plans, and ensuring client plans are compliant.

Essential Job Duties/Responsibilities

1. Responsible for overall administration of COBRA benefits, making sure client plans are compliant.
2. Build and maintain a positive, challenging, and rewarding, team environment within the department.
3. Play lead role in interviewing, training, and ongoing development of all COBRA Account Specialists (overall team size 5-7 Specialists).
4. Clearly define department quality standards.
5. Develop, document, and maintain department processes and workflows.
6. Maintain a strong working knowledge of COBRA, stay current with law and regulation changes, and update staff.
7. Maintain a strong working knowledge of software systems and stay current with updates.
8. Identify existing or potential challenges and propose solutions.
9. Assist with educating internal departments on COBRA.
10. Assist sales department with client COBRA questions as they arise.
11. Take lead role in resolving client service and/or COBRA compliance issues.
12. Serve as backup for team members when warranted.
13. Manage monthly process for client remittance notices.

Required Work Skills/Experience

1. Minimum three years supervisory experience within medical insurance/COBRA/compliance/benefits related industry.
2. Excellent mentoring, team building, training/development and communication skills.
3. Strong operations competencies as related to department process.
4. Demonstrated ability to communicate effectively with clients, staff, vendors, business partners and Company management using strong business dialogue and customer service competencies.
5. Strong analytical, attention to detail and follow through skills.
6. Proficient with use of department related IT systems, software, Microsoft Office business products and standard electronic communications systems.
7. Strong in development, communication and implementation of department related processes, systems, procedures and audit of such.
8. Able to stay current with trends, services and skills related to our Company and within our industry.
9. Able to work effectively with varied levels of personnel; diverse employee/client base.
10. Possess strong sense of initiative and be willing to take the lead as needed.
11. Independently motivated and self-driven.
12. Able to work in a fast paced environment, show flexibility, multi-task and meet goals and deadlines.

The COBRA Account Specialist is responsible for day to day COBRA administration of an assigned group of clients. Key areas of emphasis in this role include; following required process/procedures to ensure that client plans remain in compliance with regulations/mandates, educating clients and providing a high level of service to both clients and COBRA members.

Essential Job Duties and Responsibilities

1. Responsible for overall administration of COBRA benefits for assigned clients.
2. Maintain a strong working knowledge of COBRA and stay current with legislative and regulatory changes.
3. Ensure compliance with COBRA regulations.
4. Communicate directly with clients, beneficiaries, and brokers by phone and through email regarding COBRA; including enrollments, notices, coverages, terminations, reporting and premium payments.
5. Provide a high level of customer service to all clients and members, including timely, knowledgeable and professional responses to all inquiries via phone, mail and e-mail.
6. Maintain a strong working knowledge of software systems.
7. Responsible for new client set-ups, annual renewals, timely processing of qualifying events and coverage changes as they occur.
8. Generate accurate and timely client reports.
9. Serve as back-up for other Account Specialists.
10. Maintain strong working relationships with all departments within the company to ensure client requests are met and a high level of service is consistently provided.
11. Be an active participant in department meetings and provide input on process improvements.
12. Meet established quality standards within the department.

Required Work Skills

1. Experience in a benefits, insurance or human resource environment. Prior COBRA experience a plus.
2. Professional written and verbal communication skills.
3. Computer competency and ability to quickly learn various software programs.
4. Strong time management, problem solving and organizational skills in a deadline driven environment.
5. Demonstrate meticulous attention to detail.
6. Ability to handle multiple assignments efficiently and accurately while meeting strict deadlines.
7. Able to handle information on a confidential business appropriate need to know basis.
8. Possess basic math/accounting competencies required within position.
9. Assertive in obtaining information needed to perform job functions in a timely manner.
10. Able to work in a varied, fast-paced, changing environment and accept change positively.

Customer Service Representatives (CSRs) are responsible for providing exceptional phone service to plan participants as well as the accurate screening/entry of Flexible Benefit Plan and Health Reimbursement Arrangement claims.

Essential Job Duties and Responsibilities:

1. Learn and effectively apply claims screening procedures.
2. Communicate professionally on the phone with plan participants.
3. Educate participants and resolve claim issues.
4. Perform report audits.
5. Enter benefit plan enrollments.
6. Professionally de-escalate challenging participant calls.
7. Master software programs utilized for claim entry.
8. Work effectively with varied levels of personnel.

Required Work Skills:

1. Proven ability to provide a high level of customer service.
2. Possess proficient data entry and keyboarding skills.
3. Ability to effectively work with plan participants over the phone.
4. Possess strong attention to detail and demonstrate a high level of accuracy in work.
5. Previous customer service experience required.
6. Previous experience in a claims or insurance environment is a plus.

Claims Specialists are responsible for day to day plan administration of pre-tax benefit plans for an assigned group of clients. This high volume, fast paced position requires strong multi-tasking and organizational skills, and includes a high volume of claims processing, issuance of reimbursements, status changes, enrollments, responding to client and participant inquiries and implementation of plan set ups/changes.

Essential Job Duties and Responsibilities

1. Provide a high level of professional service to DBS clients and benefit plan participants.
2. Responsible for day to day plan administration of pre-tax benefit plans for assigned group of clients. Includes a high volume of claims processing, issuance of reimbursements, plan changes, status changes, enrollments, responding to client and participant inquiries, plan set-up in administration software and implementing plan changes.
3. Effective regular communication with clients via phone and email regarding plan changes, claims processing, updates, questions, etc.
4. Master various PC applications and learn software programs quickly.
5. Maintain current working knowledge of benefit plan designs and IRS regulations regarding plans.
6. Accurately enter and audit participant claims and determine eligibility for reimbursement.
7. Generate reports and audit accuracy of information.
8. Provide assistance to Customer Service Team during peak times when we experience increased claims and call volume.
9. Assist with basic office coverage for team members who are out of the office.
10. Work directly with all company departments to ensure client requests are met and a high level of service is consistently provided.

Required Work Skills | Qualifications

1. Proven ability to provide a high level of customer service.
2. Possess excellent organizational, detail orientation, follow through, analytical and problem solving skills.
3. Possess basic math/accounting competencies required within position.
4. Effective multi-tasking skills.
5. Excellent interpersonal skills and demonstrated professionalism.
6. Ability to quickly change gears and demonstrate flexibility.
7. Proficient in the use of computers and possess the ability to quickly learn new software programs.
8. Solid working knowledge of Microsoft Office (including Excel).
9. Able to effectively work with personnel of varied skill levels and work through challenging situations efficiently.
10. Able to handle high volume of information confidentially.
11. Minimum of two years of experience in a professional environment working directly with customers.
12. Previous experience in a claims processing, human resources, and payroll, banking or insurance environment is required.