Higginbotham, a privately held, independent insurance and financial services firm that ranks within the top 20 nationwide, has an immediate opening for a COBRA Support Representative for our Fort Worth office.
The COBRA Support Representative is responsible for handling inquiries relating to members, assisting with eligibility updates, and providing general support for the COBRA Department. This includes daily support for plan administration, payment research, and client support. The COBRA Support Representative is also responsible for ensuring the highest quality of service, which meets or exceeds our clients' expectations.
Essential Tasks:
- Answers member inquiries for COBRA, Direct Bill, and State Continuation questions (calls, voice mails, emails, etc.) as timely as possible within 24 business hours
- Communicate with clients, carriers, and Higginbotham staff regarding the status of enrollments, eligibility, and payment research
- Reports eligibility internally or externally, as needed
- Assists in resolving issues for members. This may entail interacting with internal contacts to resolve eligibility issues and other identified issues
- Enters and updates data in the system to reflect current and correct information
- Ensures all information is documented appropriately, provides timely resolution, and communicates resolution to appropriate individuals
- Provide weekly and monthly reporting to leadership
- Completes audits to ensure accurate data for the team
- Maintain knowledge of Federal COBRA regulations
- Ensure strict compliance with all COBRA and HIPAA requirements
- Other tasks as assigned
Specific Knowledge, Skills, and Abilities:
- Exceptional verbal and written communication skills
- Must be proficient in Microsoft Word, Excel, and PowerPoint
- Possess the ability to problem solve, be patient, and adapt to each situation quickly
- Ability to multitask and see projects through to closure
- Own strong interpersonal and proactive troubleshooting skills
- Utilize excellent organizational and time management skills
- Provide superior customer service to internal and external customers
- Ability to work independently and make logical and appropriate decisions
- Bilingual is a plus
Experience and Education:
- 2+ years in Customer Service is required
- Project Management Experience is preferred
Location: