Customer Success Associate

🕒 May 15

🇺🇸 United States – Remote

💵 $26 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Sana

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

💰 $60M Series B on 2022-06

Healthcare Insurance • SaaS • B2B

Sana is a company providing modern health benefits tailored specifically for small businesses. The company offers comprehensive health plans which include medical, dental, and vision coverage, along with $0 healthcare options like virtual care, maternity, labs, and imaging services. Sana aims to simplify the management of health benefits, offering features like real-time employee management and transparent claims viewing. With a focus on affordability, businesses can save up to 20% by choosing Sana, with a high rate of renewal among clients. Their service includes a dedicated team of medical and benefits experts to assist members with guidance and in-network referrals. Sana emphasizes strong customer support with high satisfaction ratings, ensuring employees can keep their preferred providers without incurring out-of-network fees. The company prides itself on being a reliable and budget-friendly option for small businesses.

📋 Description

• 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.

🎯 Requirements

• 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