Note: The job is a remote job and is open to candidates in USA. Marpai Administrators is a technology company transforming the third-party administration sector for self-funded health plans through AI and machine learning. The Customer Service Associate supports customer service representatives through administrative and operational workflows, digital communications, follow-up tasks, and cross-functional support, while handling basic customer service calls as needed.
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 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
- Other duties as required
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
- • 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
- • 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
- 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
- Remote position
Company Overview