Client Support Specialist Team Lead

Assured Benefits Administrators; El Paso (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Assured Benefits Administrators is seeking a Client Support Specialist Team Lead to oversee the CSS team’s daily operations and performance. You will monitor KPIs, coordinate COB activities, and support account management while ensuring timely communication with clients, brokers, and internal stakeholders.

You will coach and mentor team members, maintain documentation, and collaborate across departments to drive service excellence in a fast-paced healthcare environment.

Qualifications

• 3+ years of progressive experience in healthcare, insurance, client services, claims operations, or a related field, with one year of leadership experience in a supervisory or team lead capacity.
• Associate's or Bachelor's degree preferred.
• Strong understanding of health plan benefits, accumulators, claims processing, and Coordination of Benefits (COB) required.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving abilities.

Responsibilities

• Monitor and manage team performance against KPIs, productivity goals, quality standards, and service expectations.
• Oversee COB claims activities, ensuring accurate handling, timely resolution, and appropriate follow-up.
• Partner with Account Executives to resolve client concerns and support account needs.
• Ensure external communications are tracked, monitored, and responded to within service standards.
• Serve as an escalation point for complex client, provider, broker, and internal issues.
• Provide coaching, training, and day-to-day guidance to CSS team members.
• Monitor workflow and identify opportunities to improve processes and service delivery.
• Maintain documentation, reporting, and issue tracking to support performance and accountability.

Skills

Leadership

Team management

COB coordination

Client communications

Coaching & training

Process improvement

Documentation & reporting

MS Office (Outlook, Excel, Word)

Education

Associate's degree

Bachelor's degree

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

Assured Benefits Administrators, Inc. (ABA) is a full-service third-party administrator, or TPA, providing flexible and fully integrated healthcare administration and management solutions across the United States since 1985. We are part of an international healthcare group with more than 35 years of industry experience, and we’re fully integrated with our long-term partners, who are recognized as industry leaders.

ABA is a certified “Great Place to Work”, united by a single mission: standing with members through every moment and milestone in their healthcare journey. With decades of industry experience and a team driven by passion, integrity, and excellence, ABA is committed to delivering connected, transparent, and innovative healthcare solutions to employers and members across the United States.

POSITION SUMMARY

The Client Support Specialist (CSS) Team Lead is responsible for overseeing the daily operations and performance of the CSS team, ensuring departmental KPIs and service standards are consistently achieved. This role serves as the primary resource for team members, Account Executives, and internal departments, providing leadership, guidance, and operational support. The CSS Team Lead is responsible for monitoring Coordination of Benefits (COB) activities, supporting account management initiatives, and ensuring timely and accurate communication with clients, brokers, providers, and internal stakeholders.

DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Monitor and manage team performance against established KPIs, productivity goals, quality standards, and service expectations.
• Oversee Coordination of Benefits (COB) claims activities, ensuring accurate handling, timely resolution, and appropriate follow-up.
• Partner closely with the Account Executive team to resolve client concerns, support account needs, and ensure a high level of customer service.
• Ensure all external communications, including emails and client inquiries, are tracked, monitored, and responded to within established service standards.
• Serve as an escalation point for complex client, provider, broker, and internal operational issues.
• Maintain strong knowledge of benefit plans, including accumulators, deductibles, out-of-pocket maximums, and other plan design components to effectively support clients and internal teams.
• Provide coaching, training, and day-to-day guidance to CSS team members.
• Monitor workflow and identify opportunities to improve processes, efficiency, and service delivery.
• Maintain accurate documentation, reporting, and issue tracking to support operational performance and accountability.

Other job duties include, but are not limited to the following:

• May perform other duties as required.
• Associate's or Bachelor's degree preferred. Relevant experience in healthcare claims administration, client support, account management, Coordination of Benefits (COB), benefit administration, or other related responsibilities will be considered in lieu of a degree.
• 3+ years of progressive experience in healthcare, insurance, client services, claims operations, or a related field, with one year of leadership experience in a supervisory or team lead capacity.
• Strong understanding of health plan benefits, accumulators, claims processing, and Coordination of Benefits (COB) required.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment and collaborate effectively across departments.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Demonstrated ability to build effective working relationships with clients, brokers, providers, Account Executives, and internal business partners.

OTHER DETAILS

Supervisory Responsibilities

Direct supervision of Client Support Specialists Team