Client Experience Coordinator

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.