Benefits Counselor (COBRA) – Hybrid | Lake Mary, FL
Pay Rate: $20/hour
Contract Type: Temp-to-hire
Location: Hybrid (minimum 3 days onsite) – Lake Mary, FL

Position Overview
As a Benefits Counselor, you will serve as the front line of the participant experience, supporting individuals navigating COBRA continuation coverage. This role focuses on delivering clear, empathetic guidance while ensuring accuracy, compliance, and a high-quality customer experience.

You will assist former employees and qualified beneficiaries with understanding their rights, managing coverage decisions, and resolving billing or enrollment issues.

Schedule
Operating Hours: Monday–Friday, 7:00 AM – 9:00 PM (EST)
Shifts: Multiple shifts available within operating hours
Saturday: Limited coverage (voluntary or scheduled during peak periods)
Peak Season: Flexibility required during Q4/Q1 open enrollment (extended hours)

Key Responsibilities
Participant Support & Counseling
Provide clear, empathetic guidance on COBRA eligibility, election timelines, and coverage options
Explain premiums, grace periods, termination rules, and complex topics (e.g., subsidies, marketplace coordination) in easy-to-understand terms
Handle inbound calls, chats, and case tickets; perform outbound follow-ups as needed

Case Management & Processing
Open, update, and close participant cases with accurate and timely documentation
Process elections, premium payments, refunds, reinstatements, and adjustments per established procedures

Compliance & Quality
Ensure adherence to COBRA, HIPAA, ERISA, and applicable state regulations
Meet quality standards for accuracy, completeness, and compliance

Collaboration & Coordination
Partner with insurance carriers and internal teams to verify coverage, enrollments, and terminations
Support client-specific plan details and assist with escalated participant issues

Continuous Improvement
Participate in training sessions, team huddles, and calibration meetings
Contribute to knowledge base updates and process improvements

Qualifications
Required
1–3 years of customer service or contact center experience
Strong communication and active listening skills
High attention to detail and strong documentation habits
Ability to multitask across systems while managing calls and administrative tasks
Proficiency with Microsoft Office (Word, Excel, PowerPoint)
High school diploma or equivalent

Preferred
Experience with benefits administration or COBRA
Familiarity with HIPAA and ERISA regulations
Background in a third-party administrator (TPA) or benefits outsourcing environment
Knowledge of medical, dental, and vision plans
Bilingual (Spanish/English) a plus
Industry certifications (e.g., COBRA, IFEBP) a plus

Work Environment
Hybrid schedule: Minimum 3 days per week in-office
Must have a quiet, secure home workspace for handling confidential participant interactions

Apply Now!

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.