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Provide empathetic, accurate support to COBRA participants via inbound phone, chat, and email; verify coverage with carriers, document interactions, escalate complex issues, and ensure timely enrollment.
About the Role
We are hiring Customer Support Specialists to support COBRA participants during critical moments in their healthcare journey. This role is highly customer-facing and focused on answering inbound calls, chats, and emails, resolving participant questions, and coordinating with insurance carriers to ensure timely and accurate enrollment.
COBRA situations can feel overwhelming and time-sensitive. While we’re not the source of the issue, we’re in a unique position to solve the issue. If you’re calm under pressure, naturally empathetic, and motivated to solve problems, you’ll thrive here!
This is a U.S.-based (KS, MO, CO, PA, WA preferred), fully remote, hourly position.
Key Responsibilities
- Answer inbound phone calls, emails, and inbound chats from COBRA participants with professionalism, empathy, and clarity
- Provide accurate information and guidance related to COBRA coverage, enrollment, and timelines
- Actively listen to participant concerns and work toward resolution, even in emotionally charged situations
- Communicate with insurance carriers to verify coverage, resolve enrollment issues, and ensure participants can access benefits
- Document interactions and outcomes clearly and thoroughly in internal systems
- Follow established processes while exercising sound judgment to move issues toward resolution
- Escalate complex or unresolved issues appropriately while maintaining ownership and follow-through
- Maintain a customer-first mindset while balancing accuracy, compliance, and efficiency
Required Skills & Qualifications
- 1+ year of customer support, call center, or customer-facing experience
- Must be able to pass a background check
- Strong verbal communication skills and comfort handling high-volume interactions
- High level of empathy and emotional intelligence
- Ability to remain calm, professional, and solution-focused under pressure
- Resilience when working with frustrated or distressed customers
- Strong problem-solving skills and a desire to see issues through to resolution
- Comfortable working independently in a remote environment
- Basic computer proficiency and ability to learn new systems quickly
Preferred (Nice to Have)
- Experience in healthcare, insurance, benefits administration, or COBRA-related support
- Prior experience communicating with insurance carriers or third-party administrators
- Familiarity with CRM or ticketing systems
What Success Looks Like
- 90 Day probationary period with bench marks for success
- Participants feel heard, respected, and supported — even when outcomes are not immediate
- Issues are actively worked through rather than passed along
- Enrollment problems are resolved efficiently and accurately
- You take pride in being the calm, capable voice in a stressful situation
Work Environment & Schedule
- Must be based in the US (Kansas, Missouri, Colorado, Pennsylvania, Washington preferred)
- Fully remote role
- Hourly $18–$24/hr
- Benefits: We offer a generous QSEHRA, allowing employees to utilize 100% of the
- 2026 IRS maximum
Please submit your resume to [email protected]
Top Skills
CRM
Ticketing Systems
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