Member Advocate - Employee Benefits

About the role

This role supports and demonstrates IMA’s core values, values and understands the importance of diversity, equity, and inclusion among all IMA. Essential job responsibilities include supporting client representatives and individual members, conducting research, setting expectations for follow-ups, logging and documenting conversations, collaborating with the service team, escalating issues, maintaining client information, running reports, analyzing data, leading client onboarding calls, and assisting with service standards.

Responsibilities

• Supports and demonstrates IMA’s core values
• Values and understands the importance of diversity, equity, and inclusion among all IMA
• Answer incoming calls from, perform outreach to, and build rapport with client representatives and individual members to discuss their questions and issues
• Conduct research and use problem solving techniques to identify issues, root causes, and possible solutions – this includes communicating with providers, insurance carriers, and plan administrators
• Set expectations for time-sensitive follow-ups, how the issue/question will be managed, and appropriate possible outcomes
• Log and document member conversations, follow-ups, and resolutions
• Collaborate with IMA service team members to ensure best outcomes and consistent communication
• Escalate issues when appropriate to ensure appropriate resolution is achieved
• Maintain client information and materials needed to support member inquiries and issue resolution
• Run reports and analyze data to track utilization, note outstanding issues, and identify opportunities to improve service model for members
• Lead client onboarding calls to introduce member service capabilities, learn about existing coverage and carriers, and set appropriate expectations for clients and internal service team
• Assist manager with reviewing service standards, issue tracking tools, and other metrics to ensure advocacy program continues to provide value to IMA clients and their members and improvements are made when needed

Requirements

• High school diploma or equivalent
• 3 to 5 years of experience working in a service or call center capacity
• Working knowledge of employee benefits and insurance industry
• Ability to read, analyze, and interpret insurance contracts and plan documents
• Consistent track record of delivering excellent customer service
• Excellent organizational skills
• Demonstrated ability to learn and efficiently utilize software systems
• Possess high degree of tact and ability to manage difficult situations
• Ability to communicate professionally and proficiently in both written and oral form

Preferred

• Current life and health license
• Bilingual written and oral language skills (Spanish)
• Customer service experience in an insurance setting
• Bachelor’s degree

Benefits

The role is eligible for an Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, Pre-Tax Parking Plan, 401(k), Life/AD&D, Accident, Critical Illness, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Business Travel Accident, Identity Theft, Paid Time Off, Flexible Work Options, Paid Holidays, Sabbatical, Gift Matching, Well-Being Stipend, Personal and Professional Development. In addition to our robust benefits package, the final offer amounts will depend on a variety of factors, including the candidate’s geographic location, prior relevant experience, and their knowledge, skills, and abilities.

Why Join IMA?

We’ve built a reputation for putting our associates first. We work in teams. We sell in teams. We win and prosper as a team. We provide support systems and resources that enable each of our associates to focus on what they do best. And as an independent company based in the Midwest, we’re big enough to write business all over the world and small enough to implement your ideas quickly. We are recognized nationally as a leader in our industry.

Application

To apply, please visit our website and submit your application.