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Customer Success Associate

2 days, 14 hours ago
United States
Full-time
Junior
Customer Success
Customer and Technical Support
HIPAA
Apply Now
Sana Benefits

Sana Benefits

Sana Benefits offers dependable and affordable health insurance solutions for small businesses, including medical, dental, and vision coverage, as well as $0 healthcare options like virtual care and maternity services.

Insurance
251-1K
Founded 2017
$107M raised
View All Jobs 3

Description

  • Provide accurate support to brokers and administrators by phone and email.
  • Assist with onboarding and system setup for new and renewing Sana plans.
  • Address and resolve customer complaints and issues, including billing discrepancies and coverage denials.
  • Track issues, provide status updates, and maintain detailed records of interactions and resolutions.
  • Educate brokers and plan administrators on compliance requirements and contractual obligations.
  • Help users navigate the online portal, digital resources, and administrative, technical, and legal issues.
  • Ensure compliance with HIPAA policies and protection of customer information.
  • Route tickets appropriately and collaborate with Claims, Care Teams, and Network Operations to resolve issues.
  • Meet or exceed performance metrics for response time, resolution time, customer satisfaction, and quality.
  • Provide internal feedback on product issues to help protect the user experience.

Requirements

  • 2+ years of experience in support-adjacent work.
  • Strong time management and organizational skills.
  • Experience in health insurance or a related field preferred.
  • Comfort working remotely and using modern web applications.
  • Bilingual in Spanish and English is a plus.
  • Ability to handle stressful situations with patience and resilience.
  • Adaptability to changing policies, procedures, and technology.
  • Outstanding communication skills across phone, email, chat, and written formats.
  • Exceptional attention to detail and willingness to get into the weeds.
  • Mission-driven mindset with follow-through, flexibility, and a bias for action.

Benefits

  • Remote-first company with a fully distributed team and no return-to-office mandate.
  • Flexible vacation policy.
  • Medical, dental, and vision insurance with 100% company-paid employee coverage.
  • 401(k) with company match, plus FSA and HSA plans.
  • Paid parental leave.
  • Short- and long-term disability coverage, plus life insurance.
  • Competitive stock options for all employees.
  • Transparent compensation and formal career development programs.
  • Paid one-month sabbatical after 5 years.
  • Home office setup stipend and ongoing learning budget.

Interested in this position?

Apply directly on the company website

Apply Now

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