COBRA Account Manager, (hybrid/remote)

Washington, DC
May 17, 2022
May 26, 2022
Full Time
The Division within NFPAmerican 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 ManagerAs 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 OnboardingServe as a primary resource in the implementation of new COBRA accountsServe as the bridge from Sales and Marketing to the COBRA & Direct Billing DepartmentTake ownership of assigned new business and follow-through until completionCoordinate with back-office resources to complete account setup in the WEX Health COBRA PortalComplete account setup and documentation in ABG internal systems as neededProvide required EDI data to any appropriate vendors in a timely manner and Initiate implementation of EDI files as requiredInitiate setup of carrier notifications as required to ensure sufficient lead time for carrier teams to establish processes before the intended effective dateTake the lead in implementation calls as needed to assist clients and/or brokers with the implementation requirements and processEnsure timely and accurate input of client and contact data into ABG internal systemsManage COBRA Open Enrollments as required for clients onboarding during renewal, including preparing and processing any communicationsProactively identify and ensure timely communication of any discrepancies or obstacles to implementation directly to any interested partiesOccasionally host COBRA Portal Training sessions as needed for key relationshipsEnsure 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 datesKeep all interested parties updated on progress and on target for transition milestonesEnsure privacy by following all security and HIPAA guidelines Account ManagementServe 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/consultantsProactively identify and support client's needsEnsure the highest level of responsiveness and problem solving, providing regular updates on ongoing matters to clients and/or brokersCoordinate internally as needed to remain up to date on ongoing processes relative to your assigned clientsHold regular touch-base meetings with assigned clients as needed based on the relationshipOpen Enrollment processing, including preparing and processing any communications through the WEX Health COBRA Portal as neededBecome an expert in the WEX COBRA Portal functionality to assist clients and brokers with processes as neededAssist with escalated participant matters relative to key accounts prior to escalation to ManagementHost COBRA Portal Training sessions as needed for key relationshipsTake initiative to remain up-to-date with current COBRA regulations including changing legislation related to current eventsMeet regularly with the COBRA & Direct Billing Manager to provide updates on key relationshipsEnsure privacy by following all security and HIPAA guidelinesFirst-Class Customer ServiceProvide leading customer service to all clients, brokers, vendors and any other interested partiesStrategically focused and responsible for client satisfaction, maintaining client communication, and management of the client relationshipRespond 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 neededAssist with escalated customer service matters relative to key accounts prior to escalation to ManagementAssist with open enrollment processing for clients not assigned during the peak of renewal seasonJoin client requested calls and assist in updating account setups as needed for clients not assigned an Account Manager as neededBack-Up for customer service calls and emails as neededQualifications And Experience2+ years of experience with COBRA Administration with a previous TPA, carriers or related is requiredExperience with Account Management within COBRA Administration. Experience using WEX benefits platform is highly desiredAssociates Degree or equivalent experience preferred. HS Diploma or GED required2+ years of related experience and using a SaaS web-based application required2+ years in an Customer Support/Account Management-type role preferredTrack record as an enthusiastic team player with proven ability to prioritize and multi-taskA passion to make customers and coworkers feel important and valuedProficient PC Skills (Microsoft Office, Excel, Outlook)Manages time independently and company resources appropriatelyEngage productively with other team members to encourage and maintain a positive up-building environmentMaintains safety of client-dataPerforms other duties as requested by Management What We Offer YouA multifaceted job with a high degree of responsibility and a broad spectrum of opportunitiesA broad range of professional education and personal development possibilities - ABG is your final career step!A variety of career development tools, resources and opportunitiesDynamic work environment, a culture that prioritizes people and life quality for our employeesA fantastic range of comprehensive benefits designed to help support your lifestyle and wellbeingNFP 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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