Responsibilities
- 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.
- 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.
Nice to Have
- Experience in health insurance or a related field preferred.
- Bilingual in Spanish and English is a plus.
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.
Work Arrangement
Remote (Worldwide)
Team
Structure: small team
Additional Information
- 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.
