Client Support Specialist Team Lead

National Healthcare Solutions, Inc.; El Paso (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Assured Benefits Administrators, Inc. in El Paso, TX, seeks a Client Support Specialist Team Lead to oversee the CSS team's daily operations, monitor KPIs, and ensure service standards.

You will be the primary resource for team members, Account Executives, and internal stakeholders, guiding COB activities and maintaining strong client communications.

The role emphasizes coaching, process improvement, and cross-department collaboration to deliver outstanding healthcare support.

Qualifications

• 3+ years of healthcare experience with client services.
• Leadership experience in a supervisory role.
• Strong communication and organizational skills.

Responsibilities

• Oversee CSS team performance and meet KPIs.
• Coordinate COB activities with internal teams and clients.
• Coach and develop CSS staff.
• Escalate complex client issues to ensure timely resolution.
• Maintain accurate documentation and reporting.
• Collaborate with Account Executives and providers.

Skills

Team leadership

Customer service

COB knowledge

Cross-functional collaboration

Microsoft Office

Education

Associate/Bachelor degree preferred

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

OP-Claims Regular Full Time Clerical El Paso, TX, US

ABOUT US

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