Client Experience Coordinator

Job Description

Job Description

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 Leads
• Keep abreast of all operational processes and provide feedback on potential improvements
• Serve as day-to-day internal resource for escalated client related issues- emphasis on escalated member issue resolution
• Support the Account Leads 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 Lead, as needed
• Assist in identifying and ordering reporting as specified by Account Leads
• 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 project
• 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.