Support Specialist, Client Experience

Imagine360 is currently seeking a Support Specialist to join our Client Experience team! In the role of Support Specialist, Client Experience you are responsible for providing a broad range of analytical, relationship management and administrative support to the Client Experience Team. This position works closely with our Relationship Managers and Senior Managers to identify opportunities to provide analytic insights to standard monthly reports as well as ad hoc reporting requests. You will prepare mid-year and pre-renewal client performance reviews. Additionally, you will assist Relationship Managers with specific issues related to claims questions, benefits determinations, balance bills, PBM prescription benefits, professional network/PPOs by coordinating with internal/external subject matter experts and provide the resolution to the Relationship Manager. This position may also support Open Enrollment meetings virtually or in person on an as-needed basis.

Position Location: 100% Remote

Responsibilities include but are not limited to:

• Research issues and gather data on behalf of Account Managers. Issues may be related to the following: pulling and cataloging Explanation of Benefits, claims processing questions or troubleshooting, PBM prescription benefits, or PPO networks.


• Coordinate with claims/customer services teams on claim payments, corrections and letter writing.


• Coordinate with Member Experience Team on balance bill matters, such as balance bill reporting, member status updates, process or timeline questions, or settlement/negotiation status.


• Prepare client/broker-facing reports. Many reports will have defined parameters and templates. Some reports will be ad hoc.


• Client/broker facing responsibilities including emailing reports and other notifications.


• Provide timely and thorough follow-up with internal and external customers.


• Keep system databases current with accurate client and broker contact information.


• Log and research call logs.


• Manage terminated client relationships during the run-out period for TPA Services and continue to monitor escalated balance bill situations post run-out, notifying the client as needed.


• Represent Imagine360 at Client Open Enrollment Meetings or Health Fairs as needed, primarily during 4th Quarter.


• Coordinate ordering/printing of new group booklets or other product education materials for clients.


• Identify ways to innovate, such as streamlining reporting or other processes, and enhance support provided to Relationship Managers.


• Appropriately escalate issues or concerns to Relationship Managers.


• Work as part of the Client Experience Team to increase client satisfaction.


• Provide out of office support to Relationship Managers.


• Perform other duties as assigned (may be clerical)

Required Experience / Education:

• Bachelor's degree in related field preferred with minimum of two years' experience in related field.


• Working knowledge of health benefit plans preferred


• Experience working in Salesforce preferred


• Proficient in Microsoft Outlook, Word and PowerPoint


• Intermediate level Excel skills


• Demonstrate organizational skills, problem-solving, administrative, analytical skills and detail oriented


• Strong written, oral communication and presentation skills


• Must be comfortable communicating with clients, brokers and vendors


• Ability to juggle working on large projects with critical deadlines


• Must be willing to work with and learn new technologies


• Must work well within a team environment as well as independently


• Overnight Travel is required, up to 15% of the time.


• Bilingual Spanish speaking preferred

What can Imagine360 offer you?

• Multiple Health Plan Options


• Company paid employee premiums for disability, and Life Insurance


• Parental Leave Policy


• 20 days PTO to start / 10 Paid Holidays


• Tuition reimbursement


• 401k Company contribution


• Professional development initiatives / continuous learning opportunities


• Opportunities to participate in and support the company's diversity and inclusion initiatives

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Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.

Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**