Business Solutions Manager
Full Time • Fully Remote - US
Marpai Administrators (Subsidiary of Marpai Inc. (NASDAQ: MRAI)) 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.
ABOUT THE POSITION:
The Business Solutions Manager, understands the client’s business needs and objectives and transforms them into successful outcomes. This role is responsible for initiating new business set up as well as renewals and will also develop and maintain scope templates, set-up ticket placement and follow-up, and participate with the Client Experience team on the successful transition of accounts from implementation to ongoing service.
The position requires strong leadership skills, an extensive knowledge of the benefits industry; especially self-funding, benefit plan design elements, attention to detail, positive professional attitude and the ability to work in a team environment.
WHAT YOU WILL BE DOING:
- Handles key client implementations and renewals, as determined by strategic relationships, client profile complexity and revenue
- Maintain a working knowledge and understanding of the Marpai products; where applicable and relevant, using additional resources where available and appropriate
- Ensure overall client satisfaction and appropriate level of service delivery in conjunction with client experience team
- Understand client specific success criteria for maintaining a positive, long term relationship
- Onboarding and renewal of multiple clients
- Identify and help implement client focused processes and solutions
- Ensure team members follow established processes for delivering exceptional client service throughout the onboarding and renewal process
- Remove barriers to team members delivering high quality client service
- Provide regular status reports to both internal and external clients
- Develops project schedules, process flows and timelines, monitors and provides updates on the status of outstanding issues
- Provide oversight that all aspects of implementation are accurately executed in accordance with the SLAs and established timelines.
- Provide timely follow-up with managers or leads of other areas when SLAs are at risk of being missed
- Be an effective and efficient liaison between all portions of the team such as client, operations, service center, data management, production support and technology
- Work with the client experience team to define requirements and process flows as well as training artifacts, including service center content creation
- Engage with client experience manager, client/broker, and sales team to understand scope of products purchased
- Manage the implementation of requirements gathering for ongoing administration
- Project management of multiple new client implementations and renewals
- Communicate clearly with external clients and internal stakeholders to ensure accuracy
- Manage the collection of critical client configuration details for a broad range of insurance categories and products including benefits administration, self-funded, reference-based pricing, benefit accounts and wellness.
- Based on Sales Document, create and monitor Jira tickets so the internal teams know what to build, and then hold internal teams responsible to close the tickets within the time and quality expectations
- Sets up and runs facilitate internal meetings to review the onboarding process and ensure implementations are going smoothly, holding internal teams to applicable turnaround times
- Ensure internal teams complete their tickets, including QA process for tickets
- Work closely with the Technology team to ensure client satisfaction and improve systems features, functionality and performance
- Identify workflow/process improvements and work with supervisor and operations team to enact change
- Remain current on trends and industry knowledge establishing self as subject matter expert
- Other duties as required
WHAT SUCCESS LOOKS LIKE
- You build trust with others because you get things done right the first time
- You have full situational awareness around your client(s) onboarding progress and can report status on key milestones with ease
- Your cross functional business partners know what needs to get done and in what timeframe
- You stay focused and committed
- You juggle multiple priorities and projects meeting deadlines
- You learn quickly and apply what you learn to what you do
- You are willing and capable of making and implementing decisions in difficult situations, including time-critical situations. Will take charge with the confidence of a group or situation if necessary.
- Displays flexibility and an openness to different and new ways of doing things - able to modify a strongly held position in the face of contrary evidence.
- Recognizes organizational concerns and addresses them promptly and effectively.
- Obtains complete and accurate facts and detailed information to make informed decisions or draw conclusions
WHAT DO YOU NEED
- Minimum 3-years experience in a client facing role
- Project management experience
- Self-starter with strong initiative and business acumen
- Excellent time and project management skills
- Strong analytical and detail-oriented aptitude; a high degree of accuracy is required
- Ability to manage time effectively, set priorities and meet deadlines
- Ability to learn and adapt to change
- Proficient and accurate data-entry skills
- Strong interpersonal skills due to constant contact both internally and externally. Displays the ability to work within a team
- Ability to work independently and displays good prioritization skills
- Ability to read service level contracts and understand the fee schedule for clients and vendors
- Ability to build successful cross functional relationships
- Healthcare related insurance experience is a must
- TPA experience a plus
- Associates or Bachelor's Degree or industry equivalent experience required
WORK REQUIREMENTS:
- Fast paced, dynamic work environment requiring the ability to be adaptive, innovative and flexible
- Travel minimal
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.
This is a remote position.
Compensation: $80,000.00 - $110,000.00 per year
Marpai Administrators 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.
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