Client Support Specialist Team Lead

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

Work Environment

The noise level in the work environment is usually low to moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

Travel Requirements

None

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise. 

The Company complies with employment regulations as they apply to the location of service.