Client Operations Analyst

November 27

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Softheon

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Healthcare Reform Solutions • Solutions for Exchanges • Healthcare Information Management • Healthcare Transaction Management • Underwriting

201 - 500

💰 $200k Venture Round on 2009-03

Description

• Softheon is a dynamic SaaS organization focused on making healthcare affordable and accessible. • Join us as a Client Operations Analyst to support customers and ensure satisfaction. • Engage with clients through phone and email, addressing concerns and managing issues efficiently. • Opportunity for growth in a collaborative team dedicated to healthcare innovation.

Requirements

• 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, requests, 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, 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. • Contribute to the creation and updating of documentation, training materials, 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. • Availability for rotating weekend shifts as well as occasional holidays and overtime shifts required. • ET working hours required (9am-6pm ET).

Benefits

• Opportunity to work on cutting-edge cloud-based healthcare solutions. • Work from your home company with a one-time home office stipend. • Excellent benefits package that includes health, vision and dental coverage for you, your spouse and dependents. • Additional benefits, including a monthly wellness stipend and internet stipend, 401K w/ a match; immediately vested, employee assistance program, disability/life insurance, and parental leave. • 15 days to Discretionary PTO based on YOS plus 9 additional holidays. • Referral bonuses, discretionary bonus program, spot bonuses and professional development opportunities. • An opportunity for you to be part of a team committed to improving healthcare access and affordability by leveraging innovative technology solutions.