Benefits Counselor- COBRA

COBRA Benefits Counselor Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organizations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. What You Will Be Doing: Participant Counseling & Customer Support Provide clear, empathetic guidance on COBRA eligibility, election periods, coverage options, premium payments, grace periods, and termination rules. Respond to inbound calls, chats, and case tickets; conduct outbound follow-ups as needed to resolve open cases. Explain complex topics (e.g., subsidy eligibility, coordination with marketplace plans, reinstatements) in accessible terms. Case Handling & Processing Initiate, update, and close participant cases; documenting all contacts accurately and timely. Process elections, premium postings, late payments, refunds, and reinstatements in accordance with defined operating procedures. Compliance & Quality Adhere to federal COBRA, HIPAA privacy/security, and ERISA requirements; follow state-specific continuation rules where applicable. Meet quality assurance targets across accuracy, completeness, and compliance checkpoints. Carrier & Client Coordination Collaborate with carriers and internal operations to confirm coverage status, effective dates, enrollments, and terminations. Partner with client service teams to support employer-specific plan / rate nuances, and escalated participant issues. Continuous Improvement Participate in training, huddles, and calibration sessions; contribute to knowledge base content. What We Are Looking For: Experience: 13 years in benefits administration, health insurance customer service, or TPA operations; COBRA experience required. Knowledge: Working familiarity with COBRA regulations, HIPAA privacy/security standards, and ERISA basics. Skills: Exceptional verbal/written communication and active listening. High attention to detail; strong documentation discipline. Problem solving and de-escalation under time pressure. Comfort navigating multiple systems and screens. Must be able to multi-task (working on administrative tasks in between phone calls) Familiarity with Microsoft suite applications (Word, Excel, PowerPoint) Education: High school diploma or equivalent required; associate or bachelor's degree a plus. Preferred Qualifications: Prior experience at a third-party administrator or benefits outsourcing firm. Exposure to medical/dental/vision plan structures, premium rate tables, and carrier enrollment workflows. Bilingual (e.g., Spanish/English) a plus. COBRA certification or industry training (e.g., IFEBP) is beneficial but not required. Location: Work Model: Hybrid, in our Lake Mary office a minimum of 3 days per week. A quiet, confidential workspace required at home for participant calls Schedule & Shift Operating Hours: MondayFriday, 7:00 a.m. 9:00 p.m. EST time Multiple shifts within Operating hours Saturday coverage (limited, voluntary or scheduled during peak demand) Peak Season Flexibility: Extended hours during Q4/Q1 open enrollment If you are interested in this role, then we'd love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information. Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.

Created: 2026-03-05