POSITION DESCRIPTION
Title: Department: Reports to: Summary As an individual contributor, the COBRA Customer Specialist is responsible for providing prompt and courteous telephonic responses to COBRA beneficiaries. General inquiries include informing new enrollees of the COBRA process and what to expect. Answering general billing questions surrounding when bills are generated/ sent and directing callers to the appropriate COBRA administrator based on the coverage they have elected. Essential Duties and Responsibilities 1. Interfacing with Enrollment Coordinators on enrollment, billing and COBRA questions or problems. 2. Handling inbound calls on COBRA questions and occasionally making outbound calls to respond to voice messages. 3. Monthly client billing, including reconciliation of bills generated by the system, response to any client inquiries and tracking of payment status. There are service expectations in place for each of the above responsibilities, including timeliness, accuracy and client satisfaction. The COBRA Customer Specialist is expected to build strong working relationships with the Enrollment staff and be viewed as an important resource to our COBRA customers. Knowledge, Skills and Abilities     Strong customer service and soft skills. Proficient multitasking. Highly motivated, self-driven individual who can operate independently and take accountability for the function. Strong communication skills (both verbal and written) and an effective positive personality COBRA Customer Specialist WellSystems Director of Administration

Qualifications Some prior experience with group health enrollment and/or COBRA administration is preferred. Documentation skills, accuracy of call notation, and ability to take direction/consistently apply processes to repetitive actions with precision and accuracy. Additionally, strong communication skills and a commitment to detail and quality are required.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients.

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