Senior Research Support Specialist
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.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
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.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.