Client Support Specialist Team Lead
Description
ABOUT US
Assured Benefits Administrators, Inc. (ABA) is a full-service third-party administrator, or TPA, providing flexible and fully integrated healthcare administration and management solutions across the United States since 1985. We are part of an international healthcare group with more than 35 years of industry experience, and we’re fully integrated with our long-term partners, who are recognized as industry leaders.
ABA is a certified “Great Place to Work”, united by a single mission: standing with members through every moment and milestone in their healthcare journey. With decades of industry experience and a team driven by passion, integrity, and excellence, ABA is committed to delivering connected, transparent, and innovative healthcare solutions to employers and members across the United States.
POSITION SUMMARY
The Client Support Specialist (CSS) Team Lead is responsible for overseeing the daily operations and performance of the CSS team, ensuring departmental KPIs and service standards are consistently achieved. This role serves as the primary resource for team members, Account Executives, and internal departments, providing leadership, guidance, and operational support. The CSS Team Lead is responsible for monitoring Coordination of Benefits (COB) activities, supporting account management initiatives, and ensuring timely and accurate communication with clients, brokers, providers, and internal stakeholders.
DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
- Monitor and manage team performance against established KPIs, productivity goals, quality standards, and service expectations.
- Oversee Coordination of Benefits (COB) claims activities, ensuring accurate handling, timely resolution, and appropriate follow-up.
- Partner closely with the Account Executive team to resolve client concerns, support account needs, and ensure a high level of customer service.
- Ensure all external communications, including emails and client inquiries, are tracked, monitored, and responded to within established service standards.
- Serve as an escalation point for complex client, provider, broker, and internal operational issues.
- Maintain strong knowledge of benefit plans, including accumulators, deductibles, out-of-pocket maximums, and other plan design components to effectively support clients and internal teams.
- Provide coaching, training, and day-to-day guidance to CSS team members.
- Monitor workflow and identify opportunities to improve processes, efficiency, and service delivery.
- Maintain accurate documentation, reporting, and issue tracking to support operational performance and accountability.
Other job duties include, but are not limited to the following:
- May perform other duties as required.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
- Associate's or Bachelor's degree preferred. Relevant experience in healthcare claims administration, client support, account management, Coordination of Benefits (COB), benefit administration, or other related responsibilities will be considered in lieu of a degree.
- 3+ years of progressive experience in healthcare, insurance, client services, claims operations, or a related field, with one year of leadership experience in a supervisory or team lead capacity.
- Strong understanding of health plan benefits, accumulators, claims processing, and Coordination of Benefits (COB) required.
- Excellent verbal and written communication skills.
- Strong organizational, analytical, and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment and collaborate effectively across departments.
- Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
- Demonstrated ability to build effective working relationships with clients, brokers, providers, Account Executives, and internal business partners.
OTHER DETAILS
Supervisory Responsibilities
Direct supervision of Client Support Specialists Team