COBRA Account Manager, (hybrid/remote)

Washington, DC
May 11, 2022
May 15, 2022
Full Time
The Division within NFP American Benefits Group (ABG) is one of the nation's leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the course of the past 25 years, we have grown considerably and we are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world-class customer service experience. Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures. This is a full-time position, ideally working on-site and hybrid from our North Hampton, MA office. We also offer the flexibility for experienced candidates, with COBRA administration, to work remotely from any US Office. Position Summary/Objective - COBRA Account Manager As a part of our growth we are looking for qualified candidates to join our team as COBRA Account Manager to provide proactive dedicated support to some of our key relationships. This COBRA Account Manager will play a key role in building and maintaining relationships with existing and new partners, as well as manage a multi-faceted range of responsibilities focused on all aspects of implementation, relationship management and service delivery to our key employer clients and their needs. This position includes but is not limited to the following: Implementation/New Client Onboarding Serve as a primary resource in the implementation of new COBRA accounts Serve as the bridge from Sales and Marketing to the COBRA & Direct Billing Department Take ownership of assigned new business and follow-through until completion Coordinate with back-office resources to complete account setup in the WEX Health COBRA Portal Complete account setup and documentation in ABG internal systems as needed Provide required EDI data to any appropriate vendors in a timely manner and Initiate implementation of EDI files as required Initiate setup of carrier notifications as required to ensure sufficient lead time for carrier teams to establish processes before the intended effective date Take the lead in implementation calls as needed to assist clients and/or brokers with the implementation requirements and process Ensure timely and accurate input of client and contact data into ABG internal systems Manage COBRA Open Enrollments as required for clients onboarding during renewal, including preparing and processing any communications Proactively identify and ensure timely communication of any discrepancies or obstacles to implementation directly to any interested parties Occasionally host COBRA Portal Training sessions as needed for key relationships Ensure timely entry of any participant data into the COBRA Portal so that communications related to the transition are provided at least thirty (30) days prior to effective dates Keep all interested parties updated on progress and on target for transition milestones Ensure privacy by following all security and HIPAA guidelines Account Management Serve as the dedicated contact within the COBRA & Direct Billing department for assigned employer groups, managing key relationships with clients HR and benefits management teams and their broker/consultants Proactively identify and support client's needs Ensure the highest level of responsiveness and problem solving, providing regular updates on ongoing matters to clients and/or brokers Coordinate internally as needed to remain up to date on ongoing processes relative to your assigned clients Hold regular touch-base meetings with assigned clients as needed based on the relationship Open Enrollment processing, including preparing and processing any communications through the WEX Health COBRA Portal as needed Become an expert in the WEX COBRA Portal functionality to assist clients and brokers with processes as needed Assist with escalated participant matters relative to key accounts prior to escalation to Management Host COBRA Portal Training sessions as needed for key relationships Take initiative to remain up-to-date with current COBRA regulations including changing legislation related to current events Meet regularly with the COBRA & Direct Billing Manager to provide updates on key relationships Ensure privacy by following all security and HIPAA guidelines First-Class Customer Service Provide leading customer service to all clients, brokers, vendors and any other interested parties Strategically focused and responsible for client satisfaction, maintaining client communication, and management of the client relationship Respond to all requests from clients and brokers within one business day, unless extensions are otherwise permissible (allowable response times may vary based on the associated task) Assist in creating special processes for clients in collaboration with other departments as needed Assist with escalated customer service matters relative to key accounts prior to escalation to Management Assist with open enrollment processing for clients not assigned during the peak of renewal season Join client requested calls and assist in updating account setups as needed for clients not assigned an Account Manager as needed Back-Up for customer service calls and emails as needed Qualifications And Experience 2+ years of experience with COBRA Administration with a previous TPA, carriers or related is required Experience with Account Management within COBRA Administration. Experience using WEX benefits platform is highly desired Associates Degree or equivalent experience preferred. HS Diploma or GED required 2+ years of related experience and using a SaaS web-based application required 2+ years in an Customer Support/Account Management-type role preferred Track record as an enthusiastic team player with proven ability to prioritize and multi-task A passion to make customers and coworkers feel important and valued Proficient PC Skills (Microsoft Office, Excel, Outlook) Manages time independently and company resources appropriately Engage productively with other team members to encourage and maintain a positive up-building environment Maintains safety of client-data Performs other duties as requested by Management What We Offer You A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities A broad range of professional education and personal development possibilities - ABG is your final career step! A variety of career development tools, resources and opportunities Dynamic work environment, a culture that prioritizes people and life quality for our employees A fantastic range of comprehensive benefits designed to help support your lifestyle and wellbeing NFP is proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst 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 Bet

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