Member Advocate (Employee Benefits)

Essential job responsibilities include but are not limited to:

• Supports and demonstrates IMA’s core values
• Values and understands the importance of diversity, equity, and inclusion among all IMA associates.
• 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 onboardin