Customer Success Associate

RemoteFull-timemid

OtherCustomer Success ManagerCustomer Success AssociateCustomer Success

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Quick Summary

Overview

Sana's vision is simple yet bold: make healthcare easy. We all know navigating healthcare in the U.S. is confusing, costly, and frustrating -- and our members are used to feeling that pain.

Technical Tools

OtherCustomer Success ManagerCustomer Success AssociateCustomer Success

Sana's vision is simple yet bold: make healthcare easy.

We all know navigating healthcare in the U.S. is confusing, costly, and frustrating -- and our members are used to feeling that pain. That's why we're building something different: affordable health plans designed around Sana Care, our integrated care model connecting members with unlimited primary care and expert care navigation at no additional cost to them.

Whether it's quick prescription refill or guidance through a complex medical journey, Sana Care makes it feel effortless to get the right care at the right time. And for employers and brokers, we've built intuitive tools to make managing health benefits just as seamless.

We are looking for a Customer Success Tier I Associate to help deliver a seamless experience for brokers and admins. You'll be the voice of Sana - resolving issues, educating partners, and ensuring every detail behind the scenes runs smoothly. Our Admin Support team makes healthcare easier by brining clarity, consistency, and care to every interaction. We believe great support isn't just about solving problems - it's about creating confidence.

Join us in building a healthcare experience that feels easy, dependable, and human.

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.

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

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