Client Support Team Lead - KPI & COB Expert

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 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.