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:
This role will provide leadership to a team of account managers while managing multiple strategic partner relationships. Reporting to the SVP of Client Experience, you will put the customers first and ensure excellence in service delivery while driving improvement in overall client metrics including satisfaction and retention. You will be responsible for supporting the success of your service team’s initiatives, processes and tools, regularly establishing goals for continuous improvement. You will coach and mentor team members through complex problems and be the point of accountability for escalated client issues.
WHAT YOU WILL BE DOING:
Maintains a working in depth knowledge and understanding of the Marpai products; where applicable and relevant, using additional resources where available and appropriate.
Works closely with the Implementation Manager to develop seamless handoff processes into ongoing service.
Develop overall strategies on best practices and processes for the team.
Acts as escalation point for sales and client related service issues.
Recognizes and monitors service metrics identifying trends, strengths and opportunities.
Ensures long term client satisfaction and retention.
Monitors client satisfaction through regular, proactive internal and external meetings.
Understand client specific success criteria for maintaining a positive, long term relationship.
Ensures excellence in preparation for strategic account reviews for our largest clients.
Ensure repeatable demonstration of our added value to our small and mid-size clients.
Understands the appropriate instances when client push back is required; and assists or delivers the appropriate message in a manner that does not damage the relationship
Identifies and implements client focused processes and solutions
Ensures team members follow established processes for delivering exceptional client service
Ensures team members take full ownership in solving client problems and eliminating repetition of the same
Routinely seeks client feedback and uses this information to address any breakdowns in practices and processes to improve your team and the client experience
Removes barriers to team members delivering high quality client service
Provides regular status reports to stakeholders
Monitors and provides updates on the status of outstanding issues and process improvements
Assists in driving cross-selling/upselling activity for their respective teams in efforts to meet or achieve our revenue targets
Be an effective and efficient liaison between all portions of the team such as client, operations, service center, data management, production support and technology
Other duties as required
WHAT SUCCESS LOOKS LIKE
Consistently receive positive client and service satisfaction survey ratings
Consistently improve client retention
Your team’s clients seek to purchase additional services from Marpai
Internal teams look forward to working with you
WHAT DO YOU NEED
Minimum 5 years of account management experience with results in the TPA or self-funded benefits industry
Minimum 5 years of experience leading high performing account management teams
Four-year college degree preferred, or experience equivalent is preferred
Strong verbal and written communication skills to effectively and accurately execute duties
Exceptional customer service and relationship skills to ensure timely response, effective resolution and build consensus
Thorough understanding of stop loss contracts and renewal process
Dedicated follow up skills leading to timely and effective completion of duties and resolution of tasks
Superior organizational skills and attention to detail enabling efficient, effective and comprehensive solutions/resolution
Flexibility in work schedule to meet demands of clients and colleagues as well as meet deadlines consistently
Broad knowledge and understanding of broker and consultant channels and competitive market leading to success in those related channels.
Able to work independently in a fast paced environment.
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.