Customer Service Advocate

Marpai Administrators is a technology company transforming the Third-Party Administration sector serving employers with self-funded health plans. Marpai is an AI-powered national TPA 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 by proactively targeting at-risk members with meaningful clinical interventions to improve outcomes.

About the role

The Customer Service Advocate ensures Marpai Administrators' interactions are executed at all levels for our clients, members, and providers. This position resolves all incoming interactions through phone, fax, email, SMS, and chat.

Responsibilities

• Handle incoming interactions from members, providers, and vendor contacts within defined service protocols.
• Resolve member and provider issues concerning eligibility, benefits, and claims.
• Perform outbound interactions with members and providers to follow up on tasks, including ensuring Pre-Certification/Authorization is completed.
• Educate and counsel members and providers on:
  • Eligibility Information
  • Benefit Information
  • Pre-Certification Information
  • Claim Information
  • Doctor and/or Facility Network Validation
• Work closely with the claims department to ensure claims are accurately processed.
• Create and document CRM to precisely communicate with 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.
• Complete training 100% online.
• Other duties as assigned.

Requirements

• Minimum of 3 years of Customer Service experience in a call center.
• Ability to communicate professionally with all levels of people.
• Excellent written communication and documentation skills.
• Ability to manage multiple projects to successful completion.
• Analytical ability to research and handle situations with limited standardization.
• Attention to detail with the ability to prioritize and meet deadlines.
• Basic knowledge of desktop computer applications such as MS Office (Outlook, Word, Excel, PowerPoint) and Adobe Reader.
• Ability to adapt and be flexible in a variety of situations.
• Strong multitasking and time management skills.
• Medical terminology and/or insurance experience.
• Experience in a fast-paced, high call volume environment.
• High School Diploma (college a plus).
• Minimal travel required.

Benefits

• Generous PTO
• Medical and Prescription coverage
• EAP (Employee Assistance Program)
• FSA / HSA / Dependent Care
• Dental and Vision coverage
• Life and Disability Insurance (STD/LTD)
• Voluntary Benefits: Critical Illness, Accident, Hospital
• 401k with Employer Match
• LegalShield
• Identity Theft Protection

This is a remote position.