COBRA Carrier Ops Specialist - Case Resolution & Support

WEX, Inc.; United States; On-site; USD 23,000 - 30,000; Full time

Job summary

WEX, Inc. is seeking a detail-oriented professional to uphold security policies and maintain in-depth COBRA and Direct Bill knowledge.

You will act as an internal resource, troubleshoot inquiries, and resolve issues using product, file and system knowledge. Your role includes serving as a knowledgeable contact for internal departments and carriers, and coordinating with teams via case management to settle discrepancies.

Responsibilities

• Maintain detailed knowledge in function area(s) related to COBRA and Direct Bill
• Serve as an internal resource, troubleshoot questions and provide issue resolution using product, file and system knowledge
• Serve as a knowledgeable contact for internal departments and Carriers
• Communicate with other teams through case management to resolve account discrepancies
• Responsible for solving cases and escalations
• Responsible for reading and responding to Carrier emails including File Error Reports
• Responsible to read carrier structures and update internal programs related to the structures
• Facilitate peer training when requested
• Identify trends to improve employer's, consultant's, partner's, carrier's and third-party vendor's experience
• Ensure requests made by internal departments, consultants, brokers and employers are resolved in a timely manner
• Attend regularly scheduled one on one meetings with direct Team Lead for professional development and goal setting
• Work with your team, other departments and case management employer communication to ensure a positive customer experience
• Create efficiencies and improve processes for employers, consultants and third-party vendors
• Maintain a continuous improvement approach to work
• Participate in ongoing learning, development opportunities and sharing of knowledge
• Maintain attendance and punctuality standards
• Maintain expected quality and quantity performance metrics
• Must participate in team meetings and one on ones via video and phone
• Assist with special projects
• All other duties as assigned
• Assist with special projects
• Continually work on improving departmental workflow
• Maintain policy according to HIPAA

Job description

WEX, Inc. is seeking a detail-oriented professional to uphold security policies and maintain in-depth COBRA and Direct Bill knowledge.

You will act as an internal resource, troubleshoot inquiries, and resolve issues using product, file and system knowledge. Your role includes serving as a knowledgeable contact for internal departments and carriers, and coordinating with teams via case management to settle discrepancies.