The IMA Group's Client-Centered Approach: What It Means for Our Customers

At The IMA Group, our mission is to enhance each client’s experience through a deeply client-centered approach. This philosophy is not just a tagline; it’s woven into the fabric of our operations and interactions. You’ll often hear IMA managers and staff alike using terms like “white glove” to describe the culture of service. But what exactly does a client-centered approach mean, and how does it impact you, our valued customer?

Understanding Client-Centered Care

Simply put, a client-centered approach places the client at the core of our services and decision-making processes. It’s about understanding and addressing the industry’s unique preferences and circumstances rather than offering a one-size-fits-all solution.  This involves active listening, personalized service, and a commitment to building a genuine partnership with you.

Personalized Solutions

Patient outcomes and frictionless service to the industry can sometimes be difficult to achieve simultaneously.  One of the key elements in IMA’s approach to both the emphasis on personalized solutions. We recognize that every client is different, with specific goals, challenges, and expectations. By taking the time to understand these nuances, we tailor our services to align with your individual needs. This might mean customizing a plan of action, adjusting our strategies and technology based on feedback, or providing resources that are particularly relevant to your situation.

Empowering Employees to Serve Customers

Empowerment is a cornerstone of our client-centered philosophy. We believe that empowered employees create informed clients.  Therefore, we provide you with the tools, information, and support needed to make well-informed decisions. For example, a member of our Intake & Scheduling team was approached in August by a client about an ongoing need for a specific type of radiology study.  This client serves both the disability and P&C claims industry.  IMA’s Operations and Client Relations team worked together to develop and install the product by September.  Our goal is to ensure that our clients take an active role in shaping the direction of the services IMA supplies.

Enhanced Communication

Effective communication is central to a client-centered approach. We prioritize clear, transparent, and proactive communication to ensure you are always informed and involved. Our team is committed to being accessible and responsive.  Our Payer Services operations team recently expanded its business hours to be available to clients and patients during business hours in time zones in the continental US. 

Building Long-Term Relationships

At The IMA Group, we view our client relationships as long-term partnerships rather than one-time transactions. Our client-centered approach is about more than just delivering services; it’s about building trust and fostering a collaborative relationship. Recently a client approached IMA about providing services for a new line of coverage for sole proprietors who become injured while working for themselves.  As part of our commitment to our clients, IMA developed a new review product for Occupational Injuries which meets different guidelines, regulations, and standards than a typical Workers’ Compensation claim.

Commitment to Continuous Improvement

One final thought: a client-centered approach is not a static process; it involves ongoing evaluation and improvement. We actively seek feedback from our clients and use it to refine our services. This commitment to continuous improvement ensures that we are not only meeting but exceeding your expectations. By listening to your experiences and adapting to your evolving needs, we strive to enhance the quality and effectiveness of our offerings.