CDHP and COBRA Customer Service Representative (Newly created position)

Job Responsibilities

  • Receives and responds to telephone calls and emails from brokers, clients, and plan participants in a timely and professional manner.
  • Handles all COBRA inquiries regarding status of coverage, COBRA notices, fees and payments, carrier communications, reinstatements, website guidance and more.
  • Processes COBRA qualifying events and adds new hires both online and through EDI processing. 
  • Provides clear explanations to clients on plan provisions and IRS regulations as they pertain to Cafeteria plans or COBRA regulations.
  • Responsible for conducting research on benefits, cards, and claims issues as they arise to determine the steps needed to resolve the issue.
  • Responsible for processing participant service requests (changes, additions, and terminations).
  • Prepares and manages renewal communications for clients for both CDHP (Consumer Driven Health Plans) plans including HRA, FSA, Commuter, LSA, and COBRA.  Processes changes received from client.  Ensures all required renewal documentation is received and updated in the system accurately. Follows-up with brokers and clients to reduce any delay.

Skills and Experience

  • High School Diploma.  Some college course work or degree preferred.
  • 2-3 years prior customer service experience, preferably in a health insurance or a Call Center environment.
  • Ability to learn provisions of COBRA, defined contribution plans, and in-house database software.
  • Desirable:  Knowledge of pre-tax health-related employee benefits, including Cafeteria Plans, Health Reimbursement Accounts, Transit/Parking Reimbursement Accounts, and COBRA, along with a general understanding of group health insurance benefits. 
  • Proficient with Microsoft applications (Outlook, Word, and Excel).


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