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COBRA & Direct Billing Account Coordinator

Primary Location: Grand Rapids, MI
Additional Locations: MI-Grand Rapids
The Account Coordinator is responsible for performing all of the functions required to fulfill regulatory and client expectations on behalf of the COBRA, Retiree, and/or Leave of Absent participants. Provide client and customer service support to beneficiaries, clients and internal customers. Maintain current knowledge of required regulations.

Fundamental Components:
  • Receive and manipulate, when needed, new qualifying event data files, import to billing system and generate appropriate output
  • Verify output and system updates are accurate
  • COBRA, LOA and Retiree Billing
  • Verify subsidy and severance
  • Carrier payment report
  • Create and manage IT Tickets
  • Receive and process enrollments, ensuring the proper allocation of payments and the compliant and timely mailing of participant communications
  • Maintain participant demographic and enrollment data in the billing and bswift systems, ensuring the two systems remain in sync.
  • Manage participant inquiries
  • Maintain a positive and professional attitude when handling escalations from customers with complex questions, problems or who are irate
  • Identify and report unusual activity – such as higher than normal qualifying event volume or trends in participant questions
  • Work closely with the Account Manager to prepare employee and employer communication documents, such as participant statements and reports
  • Assist with ad hoc client projects as needed and assigned; be a positive influence and strong team member, offering to help others and seeking assistance when required

Background Experience:
  • Extensive experience with databases as well interpretation and manipulation of related data.
  • Healthcare background preferred.
  • Strong organizational skills and attention to details.
  • Knowledge of all types of managed care products preferred.
  • Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook) and Internet Explorer/Google Chrome.
  • Excellent verbal and written communication skills.
  • When issues occur, get to the root cause of the problem and take action to ensure it is resolved

Required Skills:
General Business - Applying Reasoned Judgment, General Business - Communicating for Impact, Sales - Knowing Customers

Desired Skills:
Leadership - Driving a Culture of Compliance, Service - Creating a Differentiated Service Experience

Functional Skills:
Customer Service - Customer Service - Plan Sponsor - Eligibility - Traditional, Customer Service - Customer service - retail environment, Customer Service - Customer service - transaction based environment

Technology Experience:
Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft Word, Desktop Tool - TE Microsoft Excel

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.


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