Account Manager, COBRA & Direct Billing (Remote)
Telecommuter, Massachusetts, United States
Who We Are
NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.
ABG, the division within NFP
American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the course of the past 25 years, we have grown considerably and we are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world-class customer service experience. Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures.
Position Summary
As a part of our growth we are looking for qualified candidates to join our team as COBRA & Direct Billing Account Managers to provide proactive dedicated support to some of our key relationships. The COBRA & Direct Billing Account Manager will play a key role in building and maintaining relationships with existing and new partners, as well as manage a multi-faceted range of responsibilities. Our ideal candidate will excel in effective communication, honoring commitments, prioritizing quality, relentlessly pursuing improvement, and creating mutually beneficial solutions. Core responsibilities include COBRA implementation/onboarding, account management, renewals, client/broker support, and offboarding.
This is a full-time opportunity open to a remote schedule.
Implementation/Offboarding
- Serve as a primary resource in the implementation of new COBRA accounts, coordinating with Sales, Marketing, and back-office resources to complete account setup in the COBRA & Direct Billing Portal and ABG internal systems.
- Provide required EDI data to vendors, initiate implementation of EDI files and carrier notifications, and lead implementation calls to assist clients and brokers with requirements and processes.
- Manage COBRA Open Enrollments for clients onboarding during renewal, including preparing and processing communications, and ensure timely entry of participant data into the COBRA Portal for transition communications.
- Proactively identify and communicate any discrepancies or obstacles to implementation, keeping all interested parties updated on progress and transition milestones.
- Occasionally host COBRA Portal Training sessions for key relationships and ensure timely entry of participant data into the COBRA Portal for transition communications.
- Ensure privacy by following all security and HIPAA guidelines.
Account Management
- Serve as the primary contact for assigned employer groups, managing key relationships and supporting HR and benefits management teams and their broker/consultants.
- Ensure responsiveness and problem-solving, providing regular updates and coordinating internally to stay informed on client processes.
- Manage Open Enrollment communications, assist with escalated participant matters, and host COBRA Portal Training sessions.
- Stay current with COBRA regulations, meet regularly with the COBRA & Direct Billing Manager.
- Ensure privacy by following all security and HIPAA guidelines.
Renewals
- Host meetings with account management groups to prepare for Open Enrollment and process submissions throughout the year.
- Prepare and send Open Enrollment communications through the COBRA & Direct Billing Portal, and process elections as needed.
- Communicate critical information with other department areas and initiate carrier changes to ensure smooth transitions.
- Update and maintain internal tracking systems, keeping all relevant parties informed on Open Enrollment progress and completion.
- Complete all invoicing and internal updates related to the renewal in a timely manner.
Client/Broker Support
- Serve as the primary contact for assigned projects, engaging with clients and brokers to address account-related matters.
- Proactively identify and propose mutually beneficial solutions.
- Confidently review and analyze reports as needed
Offboarding
- Serve as the primary contact for client transitions, ensuring all responsibilities are clearly communicated and adhered to promptly.
- Independently participate in offboarding calls as required.
- Accurately document offboarding progress in internal tracking systems in a timely manner.
First Class Customer Service
- Provide exceptional customer service to clients, brokers, vendors, and other stakeholders, ensuring client satisfaction and effective communication.
- Respond to client and broker requests within one business day, unless otherwise specified.
- Collaborate with other departments to create special processes for clients and assist with escalated customer service matters.
- Support open enrollment processing, manage acquisitions and mergers, and update account setups for clients not assigned an Account Manager.
- Serve as an offboarding contact to ensure smooth transitions and rotate hosting monthly COBRA Portal Back-Up for customer service calls and emails.
Qualifications and Experience
- Requires 2+ years of experience in COBRA Administration and Account Management, preferably with a TPA, carrier, or related field.
- Proficiency with the WEX benefits platform is preferred.
- An Associate's Degree or equivalent experience is preferred; a HS Diploma or GED is required.
- Demonstrates strong teamwork, prioritization, and multitasking skills.
- A strong commitment to customer satisfaction.
- Proficient in Microsoft Office, Excel, Outlook, SharePoint, and Teams.
- Manages time independently and company resources appropriately
- Adherence to ABG’s core values.
- Engages positively with team members and ensures client data safety.
What We Offer
We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.
The base salary range for this position is $46,000 – $65,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
NFP and You... Better together!
NFP is an inclusive Equal Employment Opportunity employer.
ApplyJob Profile
Career growth opportunities Competitive salary Discount Programs Diversity and inclusion initiatives Exclusive discount programs Health & Wellness programs Paid holidays People-first approach Performance-based incentives PTO PTO & Paid Holidays Remote work Wellness programs
Tasks- Host training sessions
- Implement cobra accounts
- Manage client relationships
- Support open enrollments
Account management Administration Benefits Administration Client Support Cobra Implementation Communication Customer service Data Management Excel HIPAA Compliance Insurance Invoicing Microsoft Office Multitasking Organization Outlook Problem-solving Renewals Sales SharePoint Teams Teamwork Training
Experience3 years
EducationAssociate's Degree Business Communications Equivalent GED HS Diploma Related Field
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9