Member Advocate

Essential job 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

• 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