sanabenefits - Sana Benefits - Customer Success Associate
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.
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 • Founded in 2017, Sana is a health plan solution built for small and midsize businesses — designed around our integrated primary care service, Sana Care. It’s the foundation of everything we build: ensuring members can easily access high-quality, affordable care while employers and brokers have the tools they need to manage company benefits with confidence. • We’ve been remote-first since day one, with a fully distributed team across the U.S. We value curiosity, ownership, and speed — and we build in the open, together. If you’re energized by solving complex, meaningful problems and want to help reshape how healthcare works from the inside out, we’d love to meet you.
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