- Lead and manage COBRA, Direct Bill and State Continuation projects and processes across the team. Coach and mentor team members. Ensure that the team is certified on COBRA and refresher training is held annually.
- Organize and delegate work to other members of the team
- Serve as a Subject Matter Expert by helping to manage and provide guidance to the COBRA team with Open Enrollment, renewal updates, auditing the team on OE setup, Eligibility updates and email responsiveness
- Work with the team to research and resolve vendor and client inquiries regarding system and process issues
- Assist the team with proactive client communication
- Provide timely resolution on escalations
- Maintain knowledge of COBRA laws and keep the team and clients aware of changes
- Ensure strict compliance with all COBRA and HIPAA requirements
- Train clients and co-workers on new and existing system features, portals and services
- Maintain a thorough understanding of all internal systems to respond to general and specialized vendor and team requests
- Provide coaching opportunities to members of the team based on weekly/monthly audits
- Nurture team based on strengths and weaknesses to identify areas of improvement that will help individuals accomplish set goals
- Lead by example on all aspects of the job (work ethic, attendance, dress code, behavior and reliability)
- Assist with audits ( Open Enrollment audits, call pulls, emails, etc)
- Assist with team training ( new hires, refresher training, etc)
- Compile documentation and write team policies
- Provide input for reviews
- Other tasks as assigned
- Excellent verbal and written communication skills
- Must be proficient in Microsoft Excel, Word and PowerPoint
- Understand COBRA requirements, State Continuation, SPDs, and benefit summaries
- Ability to multitask and lead projects to a successful closure
- Possess strong interpersonal and proactive troubleshooting skills
- Ability to successfully lead a team to increase client retention, increase efficiencies, and utilize SMART goals
- Utilize excellent organizational and time management skills
- Provide superior customer service to internal and external customers
- Ability to work independently, assess situations quickly and make logical and appropriate decisions
- COBRA experience is required
- Supervisory Experience is required
- Project Management Experience is preferred
- Prior experience with Quality Assurance/Service Assurance is preferred
- Repeated use of sight to read documents and computer screens
- Repeated use of hearing and speech to communicate on telephone and in person
- Repetitive hand movements such as keyboarding, writing, and 10-key
- Walking, bending, sitting, reaching and stretching in all directions
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Team Leader - Richardson, United States - Higginbotham
Description
Higginbotham, a privately held, independent insurance and financial services firm that ranks within the top 20 nationwide, has an immediate opening for a Team Leader - COBRA Operations for our Richardson, TX office.
The Team Leader – COBRA Operations is responsible for ensuring the COBRA team has the knowledge, tools and resources to provide assistance to the team and support leadership well. Learning from every interaction, they will create and maintain best practice approaches and documentation, evolve processes, and provide input to the product management function while driving innovation, process improvement, and knowledge management throughout Client Services.
Essential Tasks:
Specific Knowledge, Skills and Abilities:
Experience and Education:
Physical Requirements:
