Employee Benefits Member Advocate

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Requirements:

• High School Diploma or equivalent.
• Minimum 3 years of employee benefits experience and knowledge of the insurance industry.
• Ability to read and analyze insurance contracts and documents.
• Bilingual in English & Spanish strongly preferred.
• Must attain and maintain applicable state Life and Health License.
• Proven track record of excellent customer service.
• Strong organizational skills.
• Ability to learn and utilize software systems efficiently.
• High degree of tact to manage difficult situations.
• Ability to work effectively in a fully remote setting without distractions.

Responsibilities:

• Answer incoming emails and calls from clients and members, perform outreach, and build rapport.
• Conduct research and identify issues, communicating with providers and insurance carriers.
• Set expectations for follow-ups and manage member inquiries.
• Log and document conversations and resolutions.
• Collaborate with IMA service team for effective outcomes and communication.
• Escalate issues when necessary for resolution.
• Maintain client information and support resources.
• Run reports and analyze data for service improvement.
• Lead client onboarding calls to discuss service capabilities and set expectations.
• Assist in reviewing service standards and metrics for program improvement.
• Support IMA’s core values and initiatives on diversity and inclusion.