Client Experience Coordinator

About the role

The Client Experience Coordinator is responsible for providing client-related services. The role works in a fast-paced, dynamic work environment requiring adaptive, innovative, and flexible approaches to customers and clients.

Responsibilities

• Interact with multiple clients and manage daily interactions to resolve issues and provide ongoing service.
• Member-centric service specialist - escalated member/provider outreach
• Establish relationships with 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 a day-to-day internal resource for escalated client-related issues, emphasizing escalated member issue resolution
• Support the Account Leads in servicing clients on day-to-day tactical issues
• Aid in the onboarding of new clients
• Triage issues and escalate to the Account Lead, as needed
• Aid 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
• Aid with any Account Management special projects
• 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

Requirements

• 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

Benefits

Marpai offers a range of benefits including:

• 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

Why Work at Marpai?

We are an equal opportunity workplace 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.