Health Benefits Customer Service Call Center Representative

Join our team at Cobalt Benefits Group and start an exciting new career in employee benefits solutions. As a Health Benefits Customer Service Call Center Representative , youll play an important role in helping us offer customized, self-funded insurance options to our clients and members.

The Health Benefits Customer Service Call Center Representative is responsible for responding to inbound inquiries from members, providers, and partners regarding health plan benefits, eligibility, claims, authorizations, and account information. This position requires excellent communication skills, the ability to navigate multiple systems, and a commitment to providing accurate and timely information while adhering to established policies, procedures, and compliance standards.

We are hiring for multiple positions with a Tuesday, November 11, 2025 start date.

Responsibilities :

• Handle high-volume inbound calls with professionalism, empathy, and accuracy.
• Provide clear, accurate information regarding health insurance benefits, claims, billing, and eligibility.
• Assist members in navigating online resources and submitting requests.
• Document all call interactions in customer management systems in compliance with company and regulatory requirements.
• Adhere to call handling standards, including average handle time, quality scores, and first call resolution targets.
• Follow compliance guidelines including HIPAA, CMS, and state-specific regulations.
• Escalate complex issues appropriately to ensure timely resolution.
• Stay current with updates to health plan policies, systems, and processes.
• Contribute to continuous improvement by identifying trends and opportunities for enhanced customer experience.
• High school diploma or equivalent (associate or bachelors degree preferred).
• 12 years of customer service experience; prior call center or healthcare / insurance experience preferred.
• Strong verbal, written, and interpersonal communication skills, with the ability to simplify complex information.
• Proficiency in Microsoft Office (Outlook, Word, Excel, Teams) and ability to learn new software systems quickly.
• Excellent documentation and data entry accuracy.
• Strong reading comprehension skills.
• Ability to work in a structured, fast-paced environment while meeting productivity and quality metrics.
• On-camera presence essential for training and meetings.

Preferred Qualifications :

Personal Attributes :

Work Environment & Physical Demands :

Schedule & Attendance :

Customer Service Representatives are expected to maintain regular and reliable attendance and to work during assigned shifts to ensure adequate coverage for incoming calls and service commitments. While Cobalt Benefits Group will make reasonable accommodations in accordance with the ADA and applicable laws, this position requires adherence to designated schedules, consistent availability during business hours, and timely communication regarding any changes to availability or attendance.

Benefits :

After successfully completing a waiting period, eligible full-time employees have access to our comprehensive benefits package, including :

Who We Are

As a trusted Third-Party Administrator (TPA) specializing in self-funded benefit plans, Cobalt Benefits Group (CBG) is committed to helping employers find high-quality coverage at a cost they can afford. We administer self-funded insurance benefits through our three companies : EBPA, Blue Benefit Administrators of Massachusetts, and CBA Blue.

With over 30 years of experience and a dedicated team of more than 200 employees, we work collaboratively to build customized self-funded health plans, manage claim payments and disputes, and administer other specialized programs such as FSAs, HSAs, COBRA, and retiree billing. Join us as we match employers across our region with the right solutions for their employee benefit needs. To learn more about working at CBG, visit www.cobaltbenefitsgroup.com / careers .

Benefit Waiting Period Notes :

Compensation details : 22-23 Hourly Wage

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