Member Advocate - Employee Benefits

IMA Financial Group•Dallas, KS

About The Position

This role supports and demonstrates IMA’s core values, including a commitment to diversity, equity, and inclusion. The Member Advocate will handle incoming calls and perform outreach to client representatives and individual members to discuss their questions and issues. This involves conducting research, problem-solving, and communicating with providers, insurance carriers, and plan administrators. The advocate will set expectations for follow-ups, manage issues, and document all interactions. Collaboration with the IMA service team is crucial for optimal outcomes and consistent communication. Escalation of issues to ensure appropriate resolution and maintenance of client information are key responsibilities. The role also includes running reports, analyzing data, and leading client onboarding calls to introduce member service capabilities. Assisting the manager with reviewing service standards and metrics to ensure the advocacy program provides value and identifies areas for improvement is also part of the role.

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

Nice To Haves

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

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