Client Support Specialist - COBRA/Direct Billing

# of Openings
Customer Success
Regular Full-Time


PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Minneapolis, Charleston, SC, Grand Rapids, MI, and Las Vegas. We are currently looking for a Client Support Specialist – COBRA to provide support to brokers and employers utilizing the PlanSource COBRA service.   In this role, you will report to the Service Manager, Ancillary Services with the primary goal of meeting or exceeding client expectations.  This position will function as part of the Quality Process and Operational Delivery department.


About the Client Support Specialist – COBRA/Direct Billing Position

As a Client Support Specialist – COBRA/Direct Billing, you will be expected to perform the following duties:

  • Establish and maintain relationships with key clients and/or brokers as assigned.
  • Responsible for ensuring that clients remain compliant with COBRA Regulations as set forth by the US Department of Labor.
  • Answer questions regarding COBRA and/or Direct Billing for participants/clients.
  • Work with the assigned Account Management team to resolve any outstanding issues and participate in any required meetings.
  • Maintain proficiency in the COBRA/Direct Billing Administration software and work with vendor as needed.
  • Provide initial and on-going training to groups using the COBRA/Direct Billing Administration software.
  • Coordinate with Premium Specialists with any questions or concerns regarding Monthly Remittance.
  • Notify the Finance Department to changes regarding one-time or ongoing service fees.
  • Provide QA review of annual renewal and ensure open enrollment packets are sent timely.
  • Work with the Carrier Connect team to correct/investigate coverage issues for participants and work with the insurance carriers as needed.
  • Oversee COBRA Administration and/or Direct Billing process, including sending Initial Notices, Qualifying Event Notice, or other needed notices.
  • Receive reports from COBRA/Direct Billing Administration software and process changes within the PlanSource system.
  • Communicate internally with Carrier Connect team to timely enroll or terminateemployeesfrom coverage. 
  • If necessary, post payments to participant files and send letters when payments are not correct.   
  • Receive monthly audit discrepancies from the EDI team and investigate and/or make changes where necessary.
  • Complete other job duties as assigned.

About You

As the Client Support Specialist – COBRA, you will bring a strong technical aptitude, a strong customer orientation and excellent problem-solving skills.


Additionally, you will have:

  • College degree or job experience equivalency
  • 1-3 years’ experience in the COBRA administration field
  • Creative and professional verbal and written communication skills
  • Must demonstrate above-average initiative, self-reliance and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set priorities of the work functions assigned
  • Strong keyboarding skills
  • Familiar with Microsoft Office
  • Ability to be an effective team member
  • General COBRA and benefits knowledge

What We Offer

  • Great compensation package, including a full suite of benefits.
  • The chance to work for a fast-growing, established tech company, and work side-by-side with a dynamic team of talented professionals.
  • Fast-paced environment with big goals and the opportunity make a big impact.

Top ten reasons to come to PlanSource:


#10: The size is right. Join a well-funded, established tech company that’s growing fast but is still small enough for you to have a big impact.


#9: We are on a roll. Be part of a winning team – More than 10,000 employers and 3.5 million consumers use the PlanSource Platform for benefits shopping, enrollment, billing and ongoing administration.


#8: Success is rewarded.  With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, cool perks, fun offices … and no-holds-barred Nerf wars.


#7: You can grow and develop professionally. PlanSource has a great track record of internal promotions and also filling open positions within the company.


#6: We give you the support you need. Different departments support you and provide you with the access and tools you need to succeed.


#5: Our business model is strong. With a leveraged sales model, our network of partners helps the organization succeed.


#4: Strong partnerships fuel your success. National partnerships with leading insurance carriers such as MetLife, Humana, Guardian and Unum provide a competitive advantage and added credibility.


#3: The benefits industry is on fire. Legislation including the ACA has created an urgent and pervasive need in the marketplace for our technology.


#2: PlanSource has the right product. Show off our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.


#1: PlanSource is the right company. Join an up-and-coming high-growth technology company that is well funded and values its employees and their families.


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