COBRA Engagement Specialist

Who We Are

At ThrivePass, we’re on a mission to help employees and businesses Thrive—because benefits should be more than just checkboxes. Through personalized benefits technology, data-driven insights, and meaningful experiences, we empower companies to support their teams in ways that truly matter.

We don’t just talk about culture—we build it. Everything we do is rooted in our CARE values:

• Courageous – We embrace new challenges and fresh ideas.
• Authentic – We show up as our true selves and value transparency.
• Resourceful – We find creative solutions and make things happen.
• Excellent – We hold ourselves accountable and take pride in our work.

At ThrivePass, performance isn’t just about hitting goals—it’s about how you show up. We invest in our employees’ growth and encourage bold thinking, collaboration, and continuous learning. Join us in shaping the future of employee benefits!

What You’ll Do

The Engagement Specialist is an integral part of our customer support team, working directly with our members. This role ensures the highest level of customer satisfaction through timely, empathetic communication and delivery of accurate solutions. 

What You’ll Do

• Deliver stellar customer service to all COBRA members as they are in their COBRA election period or enrolled in COBRA
• Interact directly with COBRA members through our ticketing solution and phone system to answer all inquiries
• Consistently meet and exceed service level agreements (SLAs) for all phone, email support and file processing
• Process qualifying event notices, election forms, coverage changes and termination letters in a timely and effective manner
• Identify issues or inefficiencies and follow escalation path for resolution
• Responsible for timely and effective member support, problem resolution and pro-active follow-up
• As necessary, back up our India Operations team in processing qualifying event notices, election forms, coverage changes and termination letters

Requirements

• 1-2 years’ experience in customer service, phone support or similar field
• Familiar with standard insurance concepts, practices, and procedures such as medical, FSA, HSA and COBRA as well as HIPAA
• Ability to understand how to utilize technology and phone systems
• Demonstrated understanding of how to deliver high-quality customer service
• Working knowledge of Microsoft Word and Excel
• Ability to identify and provide solutions for client needs
• Quick learner and detailed oriented
• Strong communication skills, complemented by both excellent verbal and written communication
• Customer-centric with a strong desire to help people; highly empathetic
• Positive attitude
• Takes initiative to uncover/develop solutions prior to escalating issues
• Ability to take on new projects and easily transition between tasks
• Team player who is receptive to coaching and adaptive to change
• Desire to excel and grow each day
• Ability to work in a remote environment

What You Bring

We’re looking for someone who’s not just checking boxes but truly excited to make an impact. Here’s what helps you shine in this role:

• A proactive, people-first mindset with a passion for creating meaningful member experiences.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail, especially in fast-paced or changing environments.
• A self-starter who thrives in collaborative teams.

Why You’ll Love Working Here

• A culture that values courageousness, authenticity, resourcefulness, and excellence (we don’t just say it—we live it).
• Opportunities to grow, learn, and level up your skills.
• A team that genuinely enjoys working together and celebrating wins.
• Competitive benefits package because we believe in walking the talk when it comes to employee well-being.
• An inclusive and welcoming environment for all. ThrivePass is committed to fostering a workplace where everyone feels valued and respected. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status in any of our activities or operations.

Join Us!

If this role sounds like your next great adventure, we’d love to hear from you. Apply today and let’s build something amazing together! 🚀