Job Description

Description - Internal

Are you passionate about tackling complex challenges and making a real impact? Join our dynamic team as an Issue Resolution Specialist, where your critical thinking and problem-solving skills will drive meaningful change for our clients and members.

Why This Role Matters:

As an Issue Resolution Specialist, you are the linchpin in ensuring our clients and members receive timely, accurate, and thoughtful solutions to their most pressing issues. You’ll be empowered to investigate, analyze, and resolve multifaceted inquiries, collaborating with cross-functional teams and directly shaping the customer experience. Your work will help us deliver on our promise of excellence and innovation in healthcare operations.

What You’ll Do:

· Lead Complex Investigations: Dive deep into inquiries, identify root causes, and develop holistic solutions that prevent recurrence. Your analytical mindset will be key to untangling challenging scenarios and delivering results that matter.

· Drive Continuous Improvement: Spot trends, report systemic issues, and recommend process enhancements. Your insights will help us evolve and stay ahead in a rapidly changing industry.

· Collaborate Across Teams: Work closely with internal and external partners, including management, sales, claims, billing, and client representatives, to resolve issues efficiently and share knowledge.

· Communicate with Impact: Provide clear, professional updates to stakeholders, ensuring transparency and trust throughout the resolution process.

· Champion the Client Experience: Respond to inquiries with empathy and urgency, always striving to exceed expectations and strengthen relationships.

· Embrace Innovation: Leverage technology and best practices to streamline workflows and enhance service delivery.

What Makes You a Great Fit:

· Critical Thinker: You approach problems with curiosity, logic, and creativity, always seeking the best solution.

· Problem Solver: You thrive in fast-paced environments, excel at prioritizing tasks, and remain calm under pressure.

· Collaborative Communicator: You’re skilled at building relationships, listening actively, and conveying complex information clearly—both verbally and in writing.

· Detail-Oriented & Accountable: You take ownership of your work, ensuring accuracy and timely follow-through.

· Tech-Savvy: Proficient in Microsoft Excel, Access, Word, and Outlook; comfortable learning new systems and tools.

· Healthcare Knowledge: Experience with self-funded health insurance products, ancillary benefits, and regulatory requirements (ACA, HIPAA, state laws) is a plus.

Qualifications:

· Associate’s degree in a business-related field or equivalent work experience preferred.

· 3–5 years of experience in self-funded billing, accounts receivable, claims, enrollment, reconciliation, or customer service within the healthcare industry.

What’s In It for You:

· Purposeful Work: Make a tangible difference for clients and members every day.

· Growth & Learning: Expand your expertise through continuous training, exposure to complex cases, and opportunities to innovate.

· Supportive Culture: Join a team that values initiative, diversity of thought, and collaboration.

· Flexibility: Enjoy remote work options and a culture that supports work-life balance.

Hybrid

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

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.

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