Client and Member Success Associate - PST time zone required

Imagine360; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health plan options

Tuition reimbursement

PTO 20 days + 10 holidays

401k company contribution

Professional development opportunities

Job summary

Imagine360 is seeking a Client and Member Success Associate (CMSA) to join our team. You will collaborate with Client Services to build relationships with clients, members, and stakeholders, using consultative skills to identify pain points and drive strategic initiatives for sustained engagement.

You will serve as a knowledge resource for CRM processes, manage high-touch member advocacy, and coordinate with internal teams to ensure timely issue resolution and high satisfaction across the member

Qualifications

• High School Diploma or GED (or higher) is required; Bachelor's preferred.
• 2+ years' experience in client services, account management, or similar.
• Experience driving solution-oriented client engagement and high client retention.
• Healthcare experience and/or employee benefits is a plus.
• Travel 10-15% is required.
• Proficient in Outlook, Word, PowerPoint and Excel.
• Bilingual Spanish and English required.

Responsibilities

• Respond to client communications and inquiries to ensure satisfaction.
• Serve as go-to resource for CRM product and process knowledge.
• Educate CRMs and customers on capabilities and best practices.
• Act as liaison to support organization for client knowledge and escalations.
• Guide members through balance bill defense with stakeholders to resolve issues.
• Manage assigned member caseload with high-touch advocacy.
• Coordinate with internal teams to identify success criteria and action plans.
• Direct, quarterback and ensure timely issue resolution and remediation.

Skills

Bilingual - Spanish and English

Travel willingness 10-15%

Education

High School Diploma or GED

Bachelor's Degree in Business or related concentration

Tools

Microsoft Outlook

Microsoft Word

PowerPoint

Excel

Job description

Client and Member Success Associate (CMSA)

Imagine360 is currently seeking a Client and Member Success Associate (CMSA) to join the team! In this role, you are responsible for working alongside Imagine360's Client and Member Services teams to drive success by building relationships between our client, their members and internal and external stakeholders. The successful candidates will employ not only their relationship building skills, but also their consultative skills to identify pain points, qualify and define strategic initiatives, and facilitate innovative solutions to ensure client engagement and success.

Position Location

100% Remote residing in a PST state and working the PST timezone

Responsibilities include but are not limited to

• Respond to client communications, concerns, follow-up, and inquiries efficiently to ensure highest level of satisfaction and work closely with our Client Services team to assure customer satisfaction.
• Serve as the go-to resource for CRMs on client's product and process knowledge and collaborate with team mates to help them the deliver best possible service experience for the client.
• Understand product and program guidelines and working to educate CRMs and customers on the capabilities of and best practices for client.
• Serve as the liaison to the support organization for client knowledge, and for appropriately managing escalations.
• Guide and support the member through the balance bill defense process while working closely with our client, Client Services, our legal team and external stakeholders to facilitate timely issue resolution and ensure a positive member experience. As the member champion, provide best-in-class advocacy via comprehensive oversight, proactive outreach and white-glove service throughout the member journey.
• Manage assigned member caseload via high-touch advocacy model with a focus on elevating the member experience and promoting engagement.
• Interaction with all internal teams to assist in overall customer satisfaction and partner with the CRM team and the client to identify success criteria and create action plans to achieve desired results.
• Handle and coordinate elevated internal and external member issue resolution with confidence and a sense of urgency. Act as point person for member inquiries, issues and concerns. Direct, quarterback and ensure timely issue resolution and remediation.

Required Experience / Education

• High School Diploma or GED; Bachelors Degree in Business or related concentration preferred
• 2+ years' experience in client services, account management, or similar customer service related field
• Experience driving successful, solution-oriented client engagement; handling difficult internal and external business challenges; and delivering exceptional client service that results in high client retention
• Experience in healthcare and/or employee benefits
• Ability to travel 10-15%
• Proficient in Microsoft Outlook, Word, Power Point and Excel spreadsheets.
• Bilingual - Spanish and English Required

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

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.