Job Title: Customer Service Advocate
Compensation Expectations: $18.00 - $20.00/hour DOE, non-exempt
Role Location: Remote
Marpai Administrators (Subsidiary of Marpai Inc.) is a technology company transforming the Third-Party Administration sector serving employers with self-funded health plans. Marpai Administrators (“Marpai”) is an AI-powered national TPA (third party administrator) 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. Marpai proactively targets at-risk members with meaningful clinical interventions to improve outcomes.
Our Advocates deliver a caring human touch to employees and businesses in need. Our team-based approach offers the Advocate an opportunity to support our customers in a variety of capacities. This position must be open to working in the hours between 8am to 8pm eastern time, with some flexibility to meet business needs. Shifts will change based on quarterly shift bids.
The Customer Service Advocate is responsible for ensuring Marpai Administrators' interactions are executed at all levels for our clients, members, and providers. This position is responsible for the resolution of all incoming interactions. The Customer Service Advocate will be interacting with members, providers, and vendors through phone, fax, email, SMS, and chat.
The Customer Service Advocate is responsible for ensuring Marpai Administrators' interactions are executed at all levels for our clients, members, and providers. This position is responsible for the resolution of all incoming interactions. The Customer Service Advocate will be interacting with members, providers, and vendors through phone, fax, email, SMS, and chat.
Essential Duties & Responsibilities:
- Handle incoming interactions received from members, providers, and vendor contacts within defined service protocols.
- Resolve member and provider issues concerning eligibility, benefits, and claims.
- Outbound interactions with members and providers following up on a task.
- Educating and counseling members and providers:
- Eligibility Information
- Benefit Information
- Pre-Certification Information
- Claim Information
- Doctor and/or Facility Network Validation
- Outbound interactions with providers to ensure Pre-Certification/Authorization is completed.
- Work closely with the claims department to ensure claims are accurately processed.
- Create and document CRM to precisely communicate with the 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.
- Travel to home office based on business need.
- Training completed 100% Online.
- Other duties as assigned.
Education and Experience
- Minimum of 2 years of call center
- Medical terminology and/or insurance experience.
- Experience in a fast pace, high call volume environment.
- HS Diploma
- College a plus
Knowledge, Skills, and Abilities
- Minimum of 3 years of Customer Service experience is required.
- Ability to communicate with all levels of people to illustrate superior professionalism.
- Excellent written communication and documentation skills.
- Ability to manage multiple projects to a successful conclusion.
- Analytical ability to research and deal with situations where limited standardization exists.
- Attention to detail with the ability to prioritize and meet deadlines.
- Must have basic knowledge of all desktop computer applications such as MS Office including Outlook, Word, Excel, PowerPoint, and Adobe Reader.
- Ability to adapt and be flexible in a variety of situations.
- Ability to multitask and possess strong time management skills.
Work Environment / Physical Demands
- 100% Remote – Travel to home office once per year
- Must have a high-speed internet connection.
- Must have a professional isolated work area.
- This position is in a typical office environment that requires prolonged sitting in front of a computer. This position requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including the operation of standard phones, fax machines, and copiers.
WHY WORK AT MARPAI?
We have great 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
- LegalShield
- Identity Theft Protection
Marpai 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.
