Marpai Administrators is a technology company transforming the Third-Party Administration sector serving employers with self-funded health plans. Marpai Administrators (“Marpai”) is an AI-powered national TPA (third party administrator) using deep learning and machine learning to maximize population health outcomes with the greatest cost efficiency for any health plan budget. We create healthier members and a healthier bottom line. Marpai proactively targets at-risk members with meaningful clinical interventions to improve outcomes.
ABOUT THE POSITION:
The Client Experience Coordinator is responsible for providing client-related services. The Client Experience Coordinator will work in a fast-paced, dynamic work environment requiring adaptive, innovative, and flexible regarding our customers and clients.
WHAT YOU WILL BE DOING:
The Client Experience Coordinator interacts with multiple clients and is responsible for providing an exceptional client experience by managing daily interactions to resolve issues and provide ongoing service.
Member-centric service specialist- escalated member/provider outreach
Establish relationships with the key client contacts, and serve as a liaison between Customer Service (CS), Claims and Account Executive/Client Experience Manager
Keep abreast of all operational processes and provide feedback on potential improvement
Serve as day-to-day internal resource for escalated client related issues- emphasis on escalated member issue resolution
Support the Account Executive and Client Relations Manager in servicing clients on day-to-day tactical issues
Assist the Client Experience team in the onboarding of new clients
Triage issues and escalate to the Account Executive, as needed
Assist in identifying and ordering reporting as specified by Account Executive/Client Relations Manager
Demonstrate continuous efforts to improve service offerings and programs
Subscribe to designated government regulatory update sources and participate in webinars
Keep management abreast of client and internal issues
Assist with any Account Management special projects
Other duties as required
WHAT SUCCESS LOOKS LIKE
Increase client satisfaction
Consistently receive positive client and service satisfaction survey ratings
Key contributor in resolving client problems efficiently
WHAT DO YOU NEED
Minimum of Associates Degree preferred
Five or more years of direct experience with health plans
Project Management experience preferred
Prioritize and negotiate multidirectional communication for consensus
Commit to quality service
Understand shared leadership
Work cooperatively with people at all levels with respect and demonstrate the ability to respond appropriately in a variety of complex situations
Utilize technology in a proficient manner
Extensive knowledge of functional tasks performed within his/her department
Strong MS Office skills
Working knowledge of computers and related software packages
Demonstrate excellent organizational skills
Demonstrate excellent verbal and written communication skills, leadership and decision-making skills
Prioritize, research and make timely decisions
Demonstrate strong analytical skills and ability to report findings in an accurate manner
WORK REQUIREMENTS:
Fast paced, dynamic work environment requiring the ability to be adaptive, innovative and flexible
Travel minimal
WHY WORK AT MARPAI?
We have great benefits:
Generous PTO
Medical and Prescription
EAP
FSA / HSA / Dependent Care
Dental
Vision
Life and Disability
STD/LTD
Voluntary Benefits: Critical Illness, Accident, Hospital
401k with Employer Match
LegalShield
Identity Theft Protection
Marpai is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
This is a remote position.