Senior Research Support Specialist (Finance)

Summary

The Sr Issue Research Specialist acts as the central point of contact for high-priority, cross-functional escalations throughout the IBX enterprise. This individual ensures rapid resolution of complex issues across departments by serving as the glue between teams through tracking, triaging, facilitating the rapid research and resolution of member, group, and provider concerns. 

Key Responsibilities:

• Serve as the primary escalation point for internal and external stakeholders across both fully insured and self-funded lines of business.
• Investigate, triage, and coordinate resolution of complex issues across departments including but not limited to
  • Sales
  • Claims
  • Billing
  • ID Cards
  • Enrollment
  • Client Setup
  • Accumulators
• Track and manage escalations primarily through ServiceNow and OneHub platforms, ensuring issues do not stagnate.
• Partner with data and technology teams to analyze root causes, run impact reporting either using SQL or other various reporting tools available within IBX, prevent recurring problems, and remove process bottlenecks that delay resolution.
• Provide clear, professional verbal and written communication updates to senior leadership
• Contribute to continuous improvement efforts by identifying patters in escalations and recommending systemic fixes.
• Ensure all escalated cases are fully documented, resolved in a timely manner, and meet compliance, privacy, and quality standards.

• 2-5 years in health insurance operations or client relationship management
• Strong knowledge of the insurance lifecycle from benefit setup to claims adjudication and beyond
• Excellent problem-solving, triaging, and cross-functional communication skills
• Proven ability to manage escalations under pressure and navigate ambiguous or high-stakes situations
• Experience working in ServiceNow
• Exceptional attention to detail, organizational skills, and the ability to multi-task across a high volume of cases.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

 

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.