Client Experience Coordinator

Summary

Join Marpai Administrators, a technology company transforming the Third-Party Administration sector, as a Client Experience Coordinator! In this role, you will be responsible for providing exceptional client experiences, managing daily interactions, and resolving issues. You will work closely with Account Executives, liaising between Customer Service, Claims, and other departments. This fast-paced position requires adaptability, innovation, and strong communication skills. The ideal candidate will have 3+ years of customer service experience and experience with health plans. Marpai offers a comprehensive benefits package, including generous PTO, medical, dental, vision, life and disability insurance, and a 401k with employer match.

Requirements

• Associate’s degree preferred
• 3+ years of WLT or Javelina experience
• 3+ years of customer service or client experience
• JIRA experience
• 5+ years of direct experience with health plans
• Prioritize and negotiate multidirectional communication for consensus
• Committing 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

Responsibilities

• Provide exceptional client experience by managing daily interactions to resolve issues and providing ongoing service
• Establish relationships with 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 improvements
• 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

Preferred Qualifications

Project Management experience

Benefits

• Generous PTO
• Medical and Prescription
• Health and Wellness Programs
• EAP
• FSA / HSA / Dependent Care
• Dental
• Vision
• Life and Disability
• STD/LTD
• Voluntary Benefits: Critical Illness, Accident, Hospital
• 401k with Employer Match
• Pet Insurance
• LegalShield
• Identity Theft Protection