Carrier Operations Specialist

Job ID and other metadata omitted for brevity.

About the Role

You will serve as a subject-matter expert on COBRA and Direct Bill processes, acting as an internal resource for troubleshooting, issue resolution, and training while ensuring compliance with security policies and HIPAA regulations.

Responsibilities

• Maintain detailed knowledge in functional areas related to COBRA and Direct Bill.
• Serve as an internal resource, troubleshoot questions, and provide issue resolution using product, file, and system knowledge.
• Act as a knowledgeable contact for internal departments and carriers.
• Communicate with other teams through case management to resolve account discrepancies.
• Solve cases and escalations.
• Read and respond to carrier emails, including File Error Reports.
• Read carrier structures and update internal programs related to those structures.
• Facilitate peer training when requested.
• Identify trends to improve the experience for employers, consultants, partners, carriers, and third-party vendors.
• Ensure requests from internal departments, consultants, brokers, and employers are resolved in a timely manner.
• Attend regularly scheduled one-on-one meetings with your direct Team Lead for professional development and goal setting.
• Collaborate with your team, other departments, and case management 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 knowledge sharing.
• Maintain attendance and punctuality standards.
• Meet expected quality and quantity performance metrics.
• Participate in team meetings and one-on-ones via video and phone.
• Assist with special projects.
• Perform all other duties as assigned.

Requirements

• Must adhere to security policies and maintain policy according to HIPAA.
• Must pass a successful background investigation.
• Experience with computer proficiency, administrative software, and 10-key/keyboard.
• Experience with Section 125, HIPAA, and HITECH regulations.
• Continually work on improving departmental workflow.

Pay

Base pay range: $17.00 - $22.50 per hour.

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan.
• Paid time off.
• Health savings account and flexible spending accounts.
• Life insurance and disability insurance.
• Tuition reimbursement.
• Most non-sales roles are eligible for a quarterly or annual bonus based on role and applicable plan.