Client Experience Coordinator

About the role

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.

Responsibilities

• Interact 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
• Aid the Client Experience team 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

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
• Marpa 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.