Job Title: Benefits Counselor (COBRA)
Location: Lake Mary, FL (Hybrid – minimum 3 days onsite)
Office Address: Lake Mary, FL 32764
Pay: $20.00 per hour
Employment Type: Contract – Temp to Hire
Work Model: Hybrid (onsite + remote)

Schedule & Hours

Operating Hours: Monday–Friday, 7:00 AM–9:00 PM EST
Shifts: Multiple shifts within operating hours
Saturday Coverage: Limited; may be voluntary or scheduled during peak demand
Peak Season Flexibility: Extended hours required during Q4/Q1 Open Enrollment periods


Job Summary
The Benefits Counselor serves as the front line of the participant experience for COBRA continuation coverage. This role is responsible for counseling former employees and qualified beneficiaries on COBRA rights and timelines, resolving coverage and billing questions, processing elections and payments, and ensuring all interactions meet regulatory, quality, and service standards.

Key Responsibilities
Participant Counseling & Customer Support

Provide clear, empathetic guidance on COBRA eligibility, election periods, coverage options, premium payments, grace periods, and termination rules
Handle inbound calls, chats, and case tickets; conduct outbound follow-ups as needed
Explain complex topics such as subsidy eligibility, marketplace coordination, reinstatements, and billing scenarios

Case Management & Processing

Initiate, update, and close participant cases with accurate and timely documentation
Process elections, premium postings, late payments, refunds, and reinstatements following established procedures

Compliance & Quality

Adhere to federal COBRA, HIPAA privacy and security, ERISA regulations, and applicable state continuation rules
Meet quality assurance standards for accuracy, compliance, and documentation

Carrier & Internal Coordination

Partner with internal teams and insurance carriers to confirm coverage status, enrollment details, effective dates, and terminations
Support employer-specific plan and rate questions; escalate complex participant issues as needed

Continuous Improvement

Participate in training, team huddles, and quality calibration sessions
Contribute feedback and content to knowledge bases and process improvements


Qualifications
Required

1–3 years of customer service or contact center experience
Excellent verbal and written communication skills with strong active listening
High attention to detail and strong documentation skills
Ability to multi-task across systems while managing participant interactions
Strong problem-solving and de-escalation skills
Proficiency with Microsoft Office (Word, Excel, PowerPoint)
High school diploma or equivalent

Preferred

Benefits or COBRA-related experience
Familiarity with COBRA regulations, HIPAA, and ERISA fundamentals
Experience with medical, dental, and vision plans and premium structures
Background in a third-party administrator or benefits outsourcing environment
Bilingual (Spanish/English) a plus
COBRA or benefits certification (e.g., IFEBP) is a plus but not required


Work Environment

Hybrid role requiring a minimum of 3 days per week onsite
Reliable internet and a quiet, confidential home workspace required for remote participant calls

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.