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Richardson

    Team Leader - Richardson, United States - Higginbotham Insurance Agency Inc

    Higginbotham Insurance Agency Inc
    Higginbotham Insurance Agency Inc Richardson, United States

    2 weeks ago

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    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:
    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 (e.g. Open Enrollment audits, call pulls, emails, etc)
    Assist with team training (e.g. new hires, refresher training, etc)
    Compile documentation and write team policies
    Provide input for reviews
    Other tasks as assigned


    Specific Knowledge, Skills and Abilities:
    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


    Experience and Education:
    COBRA experience is required
    Supervisory Experience is required
    Project Management Experience is preferred
    Prior experience with Quality Assurance/Service Assurance is preferred


    Physical Requirements:
    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%3156944% %%admin%%
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