Customer Service Advocate

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 Customer Service Advocate is responsible for ensuring Marpai Administrators' interactions are executed at all levels for our clients, members, and providers. This position is responsible for the resolution of all incoming interactions. The Customer Service Advocate will be interacting with members, providers, and vendors through phone, fax, email, SMS, and chat.

WHAT YOU WILL BE DOING:

Handle incoming interactions received from members, providers, and vendor contacts within defined service protocols.

Resolve member and provider issues concerning eligibility, benefits, and claims.

Outbound interactions with members and providers following up on a task.

Educating and counseling members and providers:

Eligibility Information

Benefit Information

Pre-Certification Information

Claim Information

Doctor and/or Facility Network Validation

Outbound interactions with providers to ensure Pre-Certification/Authorization is completed.

Work closely with the claims department to ensure claims are accurately processed.

Create and document CRM to precisely communicate with the members and providers.

Provide excellent verbal communication utilizing company resources.

Recommend network providers, wellness programs, and additional employer-offered benefits.

Anticipate customer needs, following up with previous customers to offer additional information and service.

Training completed 100% Online.

Other duties as assigned

WHAT DO YOU NEED

Minimum of 3 years of Customer Service experience in a call center is required.

Ability to communicate with all levels of people to illustrate superior professionalism.

Excellent written communication and documentation skills.

Ability to manage multiple projects to a successful conclusion.

Analytical ability to research and deal with situations where limited standardization exists.

Attention to detail with the ability to prioritize and meet deadlines.

Must have basic knowledge of all desktop computer applications such as MS Office including Outlook, Word, Excel, PowerPoint, and Adobe Reader.

Ability to adapt and be flexible in a variety of situations.

Ability to multitask and possess strong time management skills.

Medical terminology and/or insurance experience.

Experience in a fast pace, high call volume environment.

HS Diploma, college a plus

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.