Member Advocate - Employee Benefits

Essential job responsibilities

Supports and demonstrates IMA’s core values
Values and understands the importance of diversity, equity, and inclusion among all IMA
Supports IMA’s mission by answering incoming calls from, performing outreach to, and building rapport with client representatives and individual members to discuss their questions and issues
Supports IMA’s mission by conducting research and using problem-solving techniques to identify issues, root causes, and possible solutions – this includes communicating with providers, insurance carriers, and plan administrators
Supports IMA’s mission by logging and documenting member conversations, follow-ups, and resolutions
Supports IMA’s mission by collaborating with IMA service team members to ensure best outcomes and consistent communication
Supports IMA’s mission by escalating issues when appropriate to ensure appropriate resolution is achieved
Supports IMA’s mission by maintaining client information and materials needed to support member inquiries and issue resolution
Supports IMA’s mission by running reports and analyzing data to track utilization, note outstanding issues, and identify opportunities to improve service model for members
Supports IMA’s mission by leading client onboarding calls to introduce member service capabilities, learn about existing coverage and carriers, and set appropriate expectations for clients and internal service team
Supports IMA’s mission by assisting 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

Required Experience and Skills

• 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
• Able 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
• 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

Pay and Benefits

Salary Range: $55,000 USD - $80,000 USD
Compensation & Benefits: Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life.

About IMA

The IMA Financial Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, The IMA Financial Group, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.