Company
health insurance
CustomerSuccessAssociate
Neural analysis suggests this role is
optimal for Entry candidates.
“Customer Success Associate. Skills: 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, Educate brokers and plan administrators on compliance requirements and contractual obligations of the pl”
What You'll Achieve.
Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards.; safeguard the user experience.
Industry & Context.
Address and resolve complaints or problems; resolving administrative, technical, and legal issues.
What They're Looking For.
Must Have
2 years+ of experience in work areas adjacent to support, time management and organizational skills, Comfortable with remote work and modern web applications, 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, Gritty, mission-driven, ask questions from a place of genuine curiosity and humility, assume positive intent and meet your teammates with compassionate candor to solve problems together, remain flexible, resilient, and foster a culture of continuous learning even in the face of hardship, bias for action paired with intelligent risk-taking, follow through on your commitments and foster trust with your colleagues
Nice to Have
Experience in health insurance or a related field, Bilingual in Spanish and English
What You'll 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
Maintain detailed records of client interactions
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
Ensure compliance with HIPAA policies regarding the protection of customer information.
Re-route tickets accordingly and collaborate with departments like Claims
and Network Operations to resolve customer issues.
Provide internal feedback on Product issues and safeguard the user experience.
How You'll Work.
Team & Collaboration
collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.; meet your teammates with compassionate candor to solve problems together
Communication Scope
Outstanding communication skills in-person, over the phone, in writing, via email, chat, carrier pigeon, etc.
Full Job Description
## 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
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