Member Advocate (Employee Benefits)

IMA Financial Group•Dallas, GA

6d•$70,000 - $85,000

About The Position

The Member Advocate supports IMA’s core values and recognizes the importance of diversity, equity, and inclusion among associates. The role assists client representatives and individual members with questions and issues related to employee benefits, insurance coverage, and plan administration. It researches concerns, coordinates with providers, insurance carriers, and plan administrators, manages follow-ups, and documents conversations and resolutions. The Member Advocate collaborates with IMA service teams and escalates issues as needed to achieve appropriate outcomes. The role also maintains client information and materials, analyzes reports and utilization data to identify outstanding issues and service improvement opportunities, and leads client onboarding calls. The Member Advocate assists the manager in reviewing service standards, issue-tracking tools, and program metrics to ensure the advocacy program continues to provide value and improve as needed. The position offers a salary range of $70,000–$85,000 USD, with final compensation depending on factors such as geographic location, relevant experience, and knowledge, skills, and abilities.

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 the 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 use software systems.
High degree of tact and ability to manage difficult situations.
Ability to communicate professionally and proficiently in written and oral form.

Nice To Haves

Current life and health license.
Customer service experience in an insurance setting.
Bachelor’s degree.

Responsibilities

Support and demonstrate IMA’s core values and the importance of diversity, equity, and inclusion among associates.
Answer incoming calls and perform outreach to client representatives and individual members; build rapport while discussing questions and issues.
Research concerns and use problem-solving techniques to identify issues, root causes, and possible solutions, including by communicating with providers, insurance carriers, and plan administrators.
Set expectations for time-sensitive follow-ups, issue management, and possible outcomes.
Log and document member conversations, follow-ups, and resolutions.
Collaborate with IMA service team members to ensure effective outcomes and consistent communication.
Escalate issues when appropriate to achieve resolution.
Maintain client information and materials needed to support member inquiries and issue resolution.
Run reports and analyze data to track utilization, identify outstanding issues, and find opportunities to improve the member service model.
Lead client onboarding calls to introduce member service capabilities, learn about existing coverage and carriers, and set expectations for clients and the internal service team.
Assist the manager with reviewing service standards, issue-tracking tools, and other metrics, and identify improvements to the advocacy program.