Job Title: COBRA Account Manager- Team Leader

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY   

Job Summary

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. A COBRA Account Manager – Team Leader is primarily responsible for managing a team of COBRA Account Managers and serves as the primary liaison for our COBRA & Direct Billing only clients. This position serves as a dedicated COBRA Account Manager by communicating, educating, and working with their respective clients daily. This position is responsible for managing their team’s performance and ensuring satisfaction with services delivered to clients within their team. The COBRA Account Manager - Team Leader works closely with Account Management, Shared Services, and Quality Assurance teams and reports to the COBRA Manager.

What You’ll Do

• Regulatory Compliance: Maintain a current working knowledge of COBRA regulations and Direct Billing service. Ensure all notifications, such as General and Election Notices, are sent within federal timelines (typically 14 to 44 days depending on the event).
• Team Leadership: Lead, mentor and train the COBRA team, fostering a culture of accountability and continuous process improvement, assist with annual performance process.

*Participate in the hiring process for onboarding new employees as requested; support initial training and ongoing training of Account Managers within their team. 

*Appropriately set expectations with team members for daily/weekly/monthly performance goals.

*Assist team members with varied questions and escalations daily; provide timely feedback and direction to  help them support their clients.

*Monitor performance metrics on a regular basis to assess whether team members are meeting expectations.

*Conduct regular sessions with each direct report to review performance and provide feedback/coaching related to key performance metrics.

*Conduct the annual developmental review of each direct report.

*Track and approve time off (both planned and unplanned) for direct reports.

*Develop strategies to ensure individual and team goals are met.

• Client Relationship Management: Act as the primary point of contact for employer groups, timely resolving complex escalations and coordinating the annual COBRA plan renewal process. While the primary focus of this role is to support a team, you will also have a  select number of clients assigned to you directly that you will be expected to manage in addition to supporting your team. You will be responsible for the following tasks for your assigned book of business and for ensuring the execution of these tasks for your direct reports:

*Provide a high level of customer service by creating and fostering a positive relationship with all parties.

*Assist clients and brokers through multiple channels – including emails, scheduled conference calls and ad hoc phone calls. 

*Monitor and manage assigned work in a timely manner via our CRM system as well as within our operational systems. 

*Utilize and articulate extensive knowledge of COBRA, and Direct Billing services to address client/participant questions and inquiries.

*Research technical and legal questions posed by clients and brokers using available resources. 

*Respond timely and professionally to escalations; employ appropriate tactics to appropriately deescalate situations as necessary. 

*Prepare for and execute seasonal activities such as open enrollment.

*Be responsible for the financial oversight of all accounts within your team and identify root cause as well as solution for financial issues at the corporate and participant level where applicable.

*Perform other duties as assigned.

*Maintain quality work that exemplifies and promotes the company’s core values.

• Data Management: Oversee enrollment, premium payment collection, and account terminations while maintaining data integrity within the COBRA platforms, CRM tools and HRIS systems.

Who You Are

• A graduate of a bachelor’s degree program from a four-year college or university (or equivalent minimum of 5 years’ experience), preferably with leadership experience. Previous experience in benefits management, data processing, account management or customer service-related field is preferred but is not required.   
• Experience with COBRA administration is strongly preferred. 
• A leader who can empower team members to grow personally and professionally.
• An individual who can continually grow, change, and enhance the COBRA Account Manager team for continued future success.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Able to confidently use independent judgment and expertise to manage groups and assist COBRA Account Managers and make innovative and transparent decisions for the department.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual looking to grow personally and professionally.
• A qualified candidate who possesses above average analytical and problem-solving skills. 
• Someone with the ability to process and manipulate data in a variety of formats while ensuring accuracy and data integrity. 
• Able to perform this job successfully and manage significant client relationships.
• An individual that understands the value of providing a high level of customer service.

Work Environment

After successful training this person will work Monday through Friday, 8:30am to 5:00pm ET with a one-hour lunch break. Roles may be approved for other schedules by managers. This role operates in a professional #LI-remote office environment. To be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with FloresHR team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support Our Team

At FloresHR, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – FloresHR offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

FloresHR is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.