Softheon
healthcare
ClientOperationsAnalyst
Neural analysis suggests this role is
optimal for Entry candidates.
“Client Operations Analyst at Softheon. Skills: Client Support & Interaction, Problem-Solving & Escalation, Collaboration & Cross-Functional Teamwork, Documentation & Process Improvement, Analysis & Reporting. Conduct client support calls and engage with clients and members over the phone and via email, maintaining professionalism and courtesy.. Provide exceptional support to clients, troubleshooting issues and responding to inquiries in a timely manner.”
What You'll Achieve.
Ensure a positive experience for all customers.; Ensure effective resolution of customer complaints, requests, and inquiries.; Provide insights for process improvements.; Attract top talent that aligns with the company's objectives and values.; Enhance teamwork, collaboration, and employee engagement.
Industry & Context.
creative problem-solving skills; Excellent problem-solving and organizational skills
Must be available for on-call duty during peak periods., Must be available to work rotating weekend shifts, as well as occasional holidays and overtime shifts., Although we work in a remote-first environment, all roles require in-person attendance at our headquarters approximately 2 times per year (in addition to other travel requirements for this specific role, if applicable)., Candidate must reside in the Central or Eastern time zone and must be available to work ET hours (9-6 pm ET)., Candidates applying for this position must reside within the United States., Candidates must have valid work authorization to work in the U. S. without any current or future need for employer sponsorship.
What They're Looking For.
Must Have
Bachelor's Degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field., Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); Excel experience required., analytical skills with the ability to interpret data and draw actionable insights., Understanding of customer service principles., Exceptional verbal and written communication skills, with the ability to create positive interactions with customers and internal stakeholders., Excellent problem-solving and organizational skills., interpersonal skills for effectively handling client concerns and ensuring satisfaction., Ability to quickly learn new concepts and technologies., Proficiency in handling client concerns over the phone, ensuring professionalism and composure in high-stress situations., commitment to providing exceptional service and support to clients., Proactive mindset with a willingness to learn., Ability to thrive in a fast-paced, agile work environment and adapt to change., Detail-oriented with a focus on delivering high-quality results., Positive attitude and ability to manage multiple priorities effectively., Must be available for on-call duty during peak periods., Must be available to work rotating weekend shifts, as well as occasional holidays and overtime shifts., Candidate must reside in the Central or Eastern time zone and must be available to work ET hours (9-6 pm ET)., Candidates must have valid work authorization to work in the U. S. without any current or future need for employer sponsorship.
Nice to Have
Prior internship or project experience in healthcare, technology, or client services is advantageous but not required., Previous work experience in billing or finance is preferred., Lean Six Sigma Yellow Belt certification preferred., SQL experience and familiarity with CRM software are a plus., Bilingual proficiency in English and Spanish strongly preferred.
What You'll Do.
Conduct client support calls and engage with clients and members over the phone and via email
maintaining professionalism and courtesy.
Provide exceptional support to clients
troubleshooting issues and responding to inquiries in a timely manner.
Act as first-level support
handling customer complaints
and inquiries to ensure effective resolution.
Present the organization in a positive light
embodying values of excellence and customer focus in every interaction.
Master Softheon products to utilize appropriate escalation channels for ticket requests.
Adhere to Standard Operating Procedures (SOPs) while employing creative problem-solving skills to address complex issues.
Manage "manual" queues as assigned to ensure timely and efficient resolution of customer inquiries.
Collaborate with cross-functional teams (Product Development
and Customer Success) to address client needs and enhance product offerings.
Participate in training sessions and knowledge-sharing activities to continuously improve product and service understanding.
Contribute to the creation and updating of documentation
and SOPs to streamline operations and ensure consistency in client support.
Collaborate in the modification of documentation to ensure accurate and comprehensive process records.
Analyze data and review reporting to identify trends and provide insights for process improvements.
Collaborate with the Talent team to actively engage in the hiring and recruitment process
including but not limited to participating in interviews.
Leverage industry networks and expertise to identify and attract top talent that aligns with the company's objectives and values.
Provide guidance and mentorship to team members within your department and across diverse functions.
Play an integral role in shaping and reinforcing the overall company culture
promoting values that enhance teamwork
and employee engagement.
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams (Product Development, Sales, and Customer Success) to address client needs and enhance product offerings.; Participate in training sessions and knowledge-sharing activities to continuously improve product and service understanding.; Collaborate in the modification of documentation to ensure accurate and comprehensive process records.; Collaborate with the Talent team to actively engage in the hiring and recruitment process, including but not limited to participating in interviews.; Provide guidance and mentorship to team members within your department and across diverse functions.; Play an integral role in shaping and reinforcing the overall company culture, promoting values that enhance teamwork, collaboration, and employee engagement.
Communication Scope
Exceptional verbal and written communication skills; Ability to create positive interactions with customers and internal stakeholders; Proficiency in handling client concerns over the phone
Full Job Description
### Job Title: Client Operations Analyst I ### Team: Operations ### Job Location: Remote ### About Us Join us in revolutionizing healthcare! We build software that simplifies the process of choosing the right health insurance for individuals. Our solutions help our health plan and government customers with the administration, reporting, and operational requirements of their plans. By tackling the complexities of enrollment, administration, renewal, billing, and more, we enable our customers and partners to concentrate on advancing their core missions. ### Our Company Culture Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and expertise, which drive us closer to our goals. At Softheon, our mission is making healthcare more affordable, accessible, and plentiful for every American. Our vision is that everyone can access and choose the healthcare they need. ### About the Role Are you detail-oriented with a passion for providing exceptional customer service? We're looking for a Client Operations Analyst to join our dynamic team. In this entry-level role, you'll serve as a crucial link between our organization and our valued customers, handling inquiries, resolving issues, and ensuring a positive experience for all. As a Client Operations Analyst, you'll have the exciting opportunity to directly engage with customers over the phone and via email. You'll be the face of our organization, ensuring that every interaction reflects our dedication to professionalism and customer satisfaction. Success in this role hinges on your ability to effectively address customer concerns while recognizing when complex issues require escalation to our management team. Your contribution will directly impact our ability to deliver exceptional service and uphold
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