Cobra Supervisor (20191711)
Trustmark Insurance
 Charlotte, NC

For almost 40 years, CoreSource has been delivering customized employee benefit administration services to self-funded employers across the United States. Each of our offices around the country is managed locally, by industry veterans who understand the dynamics of the markets they serve. Every CoreSource office delivers the personal attention of a local TPA, backed by the resources and innovation of a large national organization, The Trustmark Companies. #

The COBRA Supervisor is responsible for the day-to-day supervision and management of the COBRA team enabling the team to meet its client and corporate commitments. Responsibilities include, but are not limited to, successful achievement of team quality, production and service expectations, staff development, successful implementation of new clients, and retention of existing clients. The Supervisor is responsible for providing technical guidance and coaching, answering complex or difficult questions, advising team members regarding processes and procedures, and providing support to ensure all department goals are met.

  • Manage, monitor, track and report performance of staff to ensure inventory, turnaround time, production, quality and service objectives are achieved. Assign daily work and projects. Adjust as needed based on staff availability and business need.
  • Develop and implement policies and procedures for the COBRA/COB department; streamline work-flow and ensure staff has written guidelines to perform with the highest level of accuracy including training and development to meet the DOL regulations and client expectations.
  • Create and run recurring and custom reports. Track inventory, turnaround time and quality of work.
  • Provide timely and accurate information regarding client, CoreSource or Compliance updates that impact team.
  • Oversee management and maintenance of COBRA payments including reconciliation and reporting.
  • Prepare, develop and assess monthly/quarterly reports regarding operations and reimbursement dates; inform management of departmental activity.
  • Support and encourage team members, and promote a positive work environment.
  • Handle personnel matters including mentoring, coaching, motivating, performance management and feedback, recognition, performance evaluation and time tracking of direct reports.
  • Provide input into compensation and promotion increases.
  • Regularly communicate with staff via department meetings and one-on-one meetings with team members
  • Mentor and develop leaders within team.
  • Interview and recommend viable candidates for job openings.
  • Collaborate with trainer to orient and develop new Analysts, assess new Analyst performance and training needs, timely and effectively implement new policy and procedure, and assess ongoing training needs.
  • Resolve client or member/employee escalated issues.
  • Work with other departments as needed to resolve escalated issues.
  • Act as SME for client implementation, renewals, and other projects that involve COBRA.
  • Recommend changes to resolve repetitive issues.
  • Interface with Client Management Team to ensure successful implementation of new clients, and retention of existing from a COBRA perspective.
  • Effectively communicate and advise staff on client requirements and unique client handling to ensure proper COBRA management. Participate in or oversee User Testing to COBRA is set-up correctly.
  • May participate in client meetings on occasion.

Required Skills

  • High School Diploma or GED equivalent
  • 3-5 years COBRA experience
  • Previous team leader, supervisory or management experience
  • Self-directed individual who works well with minimal supervision
  • Excellent verbal and written communication skills
  • Strong leadership, organizational and interpersonal skills
  • Ability to work effectively with employees/members, providers, clients and differing levels of co-workers including Client Managers and all levels of staff
  • Ability to use common sense understanding to carry out instructions furnished in oral, written or diagram form
  • Ability to effectively deal with problems in varying situations and reach resolution
  • Ability to read, analyze and interpret documents and Summary Plan Descriptions (SPDs)
  • Flexible; open to continued process improvement
  • Ability to learn new/proprietary systems, to adapt to various system platforms, and to effectively use MS Excel/Word