Job description
Job Title: Customer Service Advocate
Compensation Expectations: $16.00 - $19.00/hour DOE, non-exempt
Role Location: Remote, Tampa preferred
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.
WHAT YOU’LL BE DOING:
- Deliver quality service to each caller and build positive relationships one interaction at a time
- Answer benefit questions for providers and members regarding 60+ Self-Insured health plan documents
- Maintain member/provider confidence by helping to protect the confidentiality of information coming into and being disseminated out of the department according to HIPAA guidelines
- Meet and maintain departmental standards
- Document all calls in call tracking system and resolve issues with empathy
WHAT SUCCESS LOOKS LIKE:
- Handle customer requests in an accurate, timely manner, with an appropriate solution
- High level of first call resolution
WHAT YOU NEED:
- Active Health and Life Insurance License required
- Must have high speed internet connection
- Must have professional isolated work area
- High School Diploma, College a plus
- 3-5 years Customer Service experience is required, preferably in a call center environment
- Minimum of two years’ experience in medical/dental/insurance environment with medical terminology experience
- Ability to communicate with all levels of people in a manner that illustrates superior professionalism
- Excellent written communication and documentation skills.
- Ability to manage multiple projects to successful conclusions.
- Analytical ability to research and deal with a variety of situations where only limited standardization exists.
- Strong communication skills with the ability to use multiple systems, multitask, and prioritize
- Self-motivated, with a strong resolve towards attendance and punctuality
- Must have basic knowledge of all desktop computer applications such as MS Office including Outlook, Word, Excel, PowerPoint and Adobe Reader.
- Exceptional attitude and team player
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.
