Customer Success Associate

What you will do:

• Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email.

• Assist with the administrative side of onboarding and system needs for new and renewing Sana plans.

• Address and resolve complaints or problems, such as billing discrepancies and coverage denials.

• Issue management and tracking updates on progress

• Excellent note taking and organization - Maintain detailed records of client interactions, inquiries, complaints, and resolutions.

• Educate brokers and plan administrators on compliance requirements and contractual obligations of the plan sponsor

• Assist brokers and plan administrators with navigating their online portal, accessing digital resources, and resolving administrative, technical, and legal issues.

• Ensure compliance with HIPAA policies regarding the protection of customer information.

• Re-route tickets accordingly and collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.

• Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards.

• Provide internal feedback on Product issues and safeguard the user experience.

About you:

• 2 years+ of experience in work areas adjacent to support

• Strong time management and organizational skills

• Experience in health insurance or a related field preferred

• Comfortable with remote work and modern web applications

• Bilingual in Spanish and English is a plus

• Ability to handle stressful situations with patience and resilience

• Adaptable to changing policies, procedures, and technology

• Outstanding communication skills in-person, over the phone, in writing, via email, chat, carrier pigeon, etc.

• Unparalleled attention to detail. You love getting into the weeds to get things done.

• Gritty. You’re willing to jump into any of the team’s work and support. We’re a small team and sometimes when a few of us are out, we all need to help fill in for each other.

• You are mission-driven. You care about making our healthcare system work better for people and business owners.

• You ask questions from a place of genuine curiosity and humility.

• You assume positive intent and meet your teammates with compassionate candor to solve problems together.

• You remain flexible, resilient, and foster a culture of continuous learning even in the face of hardship. 

• You bring a bias for action paired with intelligent risk-taking.

You follow through on your commitments and foster trust with your colleagues

Benefits:

• Remote company with a fully distributed team – no return-to-office mandates

• Flexible vacation policy (and a culture of using it)

• Medical, dental, and vision insurance with 100% company-paid employee coverage

• 401(k) with company match, FSA, and HSA plans

• Paid parental leave

• Short and long-term disability, as well as life insurance

• Competitive stock options are offered to all employees

• Transparent compensation & formal career development programs

• Paid one-month sabbatical after 5 years

• Stipends for setting up your home office and an ongoing learning budget

• Direct positive impact on members’ lives – wait until you see the positive feedback members share every day