Member Advocate - Employee Benefits

Responsibilities

• Supports and demonstrates IMA’s core values.
• Values and understands the importance of diversity, equity, and inclusion among all IMA.
• Answers incoming calls from, performs outreach to, and builds rapport with client representatives and individual members to discuss their questions and issues.
• Conducts research and uses problem-solving techniques to identify issues, root causes, and possible solutions, including communicating with providers, insurance carriers, and plan administrators.
• Sets expectations for time-sensitive follow-ups, how the issue/question will be managed, and appropriate possible outcomes.
• Logs and documents member conversations, follow-ups, and resolutions.
• Collaborates with IMA service team members to ensure best outcomes and consistent communication.
• Escalates issues when appropriate to ensure appropriate resolution is achieved.
• Maintains client information and materials needed to support member inquiries and issue resolution.
• Runs reports and analyzes data to track utilization, note outstanding issues, and identify opportunities to improve the service model for members.
• Leads client onboarding calls to introduce member service capabilities, learn about existing coverage and carriers, and set appropriate expectations for clients and the internal service team.
• Assists manager with reviewing service standards, issue tracking tools, and other metrics to ensure the 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 a high degree of tact and ability to manage difficult situations.
• Ability to communicate professionally and proficiently in both written and oral form.

Preferred Qualifications

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

Pay

Salary Range: $55,000 USD - $80,000 USD

Benefits

• Annual Performance Bonus
• Stock Purchase
• Medical Plans
• Prescription Drugs
• Dental
• Vision
• Family Assistance Program
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Pre-Tax Parking Plan
• 401(k)
• Life/AD&D Insurance
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Long Term Care Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Business Travel Accident Insurance
• Identity Theft Protection
• Paid Time Off
• Flexible Work Options
• Paid Holidays
• Sabbatical
• Gift Matching
• Well-Being Stipend
• Personal and Professional Development

About the Company

We’ve built a reputation for putting our associates first.

We work in teams, sell in teams, and 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. 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:

• 2020-2023 Business Insurance Magazine Best Places to Work in Insurance
• 2023 Inc. Magazine’s Best Workplaces
• 2023 Denver Business Journal’s Best Places to Work
• 2022-2023 Connecticut Top Work Places
• 2021-2023 Inc. 5000’s List of Fastest Growing Companies
• 2019-2022 Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies
• 2022-2023 Kansas City Business Journal’s Best Places to Work
• 2021-2023 Charlotte Business Journal’s Best Places to Work
• 2021-2023 Los Angeles Business Journal’s Best Places to Work
• 2021-2023 The Salt Lake City Tribune Top Work Places
• 2021-2022 Puget Sound Business Journal’s Washington’s Best Workplaces
• 2021-2022 Wichita Business Journal’s Best Places to Work, #1 in extra-large category
• 2021 Dallas Business Journal’s Best Places to Work
• 2021 Alaska Journal of Commerce’s Best Workplaces in Alaska