sanabenefits - Sana Benefits - Customer Success Associate

• 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.