Customer Service Associate

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 Associate supports Customer Service Representatives and internal department requirements outside of standard call handling. This role assists with non-call workflows, operational inquiries, digital communication channels, and cross-functional support needs. The position may also answer basic-level customer service calls when call volume warrants, helping maintain service levels and ensure timely support for members, providers, clients, and internal stakeholders.

Responsibilities

• Provide daily administrative and operational support to Customer Service Representatives to help maintain workflow continuity and timely issue resolution.
• Support internal department requirements outside of standard call handling, including follow-up tasks, documentation updates, email inquiries, portal messages, and departmental requests.
• Monitor and respond to inquiries received through approved customer service communication channels, including Member Portal Chat, Message Board, and Customer Service email group.
• Assist with answering calls when additional call support is needed due to call volume or business demand.
• Escalate complex, sensitive, or unresolved issues to the appropriate Customer Service Representative, Lead Customer Service Representative, supervisor, or operational department.
• Maintain accurate documentation of work completed, inquiries handled, follow-up actions, and pending items in accordance with department expectations.
• Assist with basic-level calls when volume warrants while maintaining professionalism and adherence to call handling expectations.
• Demonstrate accountability, teamwork, dependability, and a commitment to continuous improvement.
• Perform other duties as required.

Requirements

• High School Diploma or GED required.
• Call center experience (TPA / Self-Funded Plans preferred).
• Basic understanding of healthcare benefits, eligibility, claims processing, provider networks, healthcare terminology, and HIPAA requirements preferred.
• WLT system knowledge preferred.

Skills

• Strong customer service mindset with the ability to support multiple team members and internal departments professionally.
• Ability to manage non-call workflows, follow-up items, email inquiries, portal messages, and administrative support tasks accurately and efficiently.
• Clear verbal and written communication skills with attention to detail and professionalism.
• Ability to research routine inquiries, document findings, and escalate complex issues appropriately.
• Strong organizational, prioritization, and time-management skills.
• Ability to work independently in a remote environment while contributing effectively to team success.
• Ability to maintain confidentiality and comply with HIPAA, regulatory, and company policy requirements.

Work Requirements

• Remote work environment requiring prolonged computer use and telephone interaction.
• Ability to work scheduled business hours and overtime as required to support business needs.
• Ability to maintain a secure home office environment that meets company standards.

Benefits

• Generous PTO
• Medical and Prescription coverage
• Employee Assistance Program (EAP)
• 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.