Client Operations Analyst

Job Title: Client Operations Analyst I

Team: Operations

Job Location: Remote

Join us in revolutionizing healthcare! We build software that simplifies the process of choosing the right health insurance for individuals. Our solutions help our health plan and government customers with the administration, reporting, and operational requirements of their plans. By tackling the complexities of enrollment, administration, renewal, billing, and more, we enable our customers and partners to concentrate on advancing their core missions.

Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and expertise, which drive us closer to our goals.

At Softheon, our mission is making healthcare more affordable, accessible, and plentiful for every American. Our vision is that everyone can access and choose the healthcare they need.

Are you detail-oriented with a passion for providing exceptional customer service? We're looking for a Client Operations Analyst to join our dynamic team. In this entry-level role, you'll serve as a crucial link between our organization and our valued customers, handling inquiries, resolving issues, and ensuring a positive experience for all.

As a Client Operations Analyst, you'll have the exciting opportunity to directly engage with customers over the phone and via email. You'll be the face of our organization, ensuring that every interaction reflects our dedication to professionalism and customer satisfaction. Success in this role hinges on your ability to effectively address customer concerns while recognizing when complex issues require escalation to our management team. Your contribution will directly impact our ability to deliver exceptional service and uphold our reputation as a customer-centric organization.

If you're a self-motivated individual with a passion for customer service, we want to hear from you! Apply now to be part of our team and help us deliver exceptional service to our clients.

Client Support & Interaction

• 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.

Problem-Solving & Escalation

• 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.

Collaboration & Cross-Functional Teamwork

• 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.

Documentation & Process Improvement

• 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.

Analysis & Reporting

• Analyze data and review reporting to identify trends and provide insights for process improvements.

Talent Management

• Collaborate with the Talent team to actively engage in the hiring and recruitment process, including but not limited to participating in interviews.
• Leverage industry networks and expertise to identify and attract top talent that aligns with the company's objectives and values.
• Provide guidance and mentorship to team members within your department and across diverse functions.
• Play an integral role in shaping and reinforcing the overall company culture, promoting values that enhance teamwork, collaboration, and employee engagement.

Additional Responsibilities

• Must be available for on-call duty during peak periods, providing support outside of regular working hours as needed to ensure the timely resolution of critical issues. 
• Must be available to work rotating weekend shifts, as well as occasional holidays and overtime shifts. 
• Although we work in a remote-first environment, all roles require in-person attendance at our headquarters approximately 2 times per year (in addition to other travel requirements for this specific role, if applicable). These visits are essential for team collaboration, strategic planning, and fostering deeper connections across the organization. Travel arrangements will be supported to ensure a seamless experience. 
• Must reside in the Eastern or Central time zone of the United States.
• Must be located in one of the following states: NY, NJ, FL, GA, PA, CT, IL, MD, TN, NC, MI, TX

• ET working hours are required (9am-6pm ET). 

Education

• Bachelor's Degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field.

Experience

• Prior internship or project experience in healthcare, technology, or client services is advantageous but not required.

Certifications (or must be obtained within 90 days)

• Lean Six Sigma Yellow Belt certification (must be willing to complete certification within first 90 days of employment, if not already certified). 

Knowledge

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); Excel experience required, SQL experience and familiarity with CRM software are a plus.
• Strong analytical skills with the ability to interpret data and draw actionable insights.
• Understanding of customer service principles.

Skills

• Exceptional verbal and written communication skills, with the ability to create positive interactions with customers and internal stakeholders.
• Excellent problem-solving and organizational skills.
• Strong interpersonal skills for effectively handling client concerns and ensuring satisfaction.
• Ability to quickly learn new concepts and technologies.
• Proficiency in handling client concerns over the phone, ensuring professionalism and composure in high-stress situations.

Attributes

• Strong commitment to providing exceptional service and support to clients.
• Proactive mindset with a willingness to learn.
• Ability to thrive in a fast-paced, agile work environment and adapt to change.
• Detail-oriented with a strong focus on delivering high-quality results.
• Positive attitude and ability to manage multiple priorities effectively.

Softheon offers every full-time employee a comprehensive compensation and benefits package including: 

• For this position we offer a base pay of $50,000-$55,000, plus equity (when applicable), variable/incentive compensation, and benefits. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as candidate location, qualifications, skill level, and competencies.
• Work from your home company with a one-time home office stipend
• Comprehensive 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
• 9 additional paid holidays
• Referral bonuses, discretionary bonus program, spot bonuses and professional development opportunities

*Please note that candidates applying for this position must reside within the United States.

Eligibility to Work in the U.S.: We are unable to sponsor or assist with visa-related processes. Candidates must have valid work authorization to work in the U.S. without any current or future need for employer sponsorship.   

Join Softheon, and together, we'll shape the future of healthcare in America.

Are you ready to make a difference? Join us at Softheon and help revolutionize healthcare for all.

At Softheon, we embrace and celebrate diversity in all its forms as an equal opportunity employer. We strongly believe that employing a diverse workforce is key to our success. Our recruitment and hiring decisions are made solely on the basis of each candidate's qualifications, experience, and skills. We highly appreciate your dedication to our shared mission of making healthcare more affordable, accessible, and plentiful. Join us in our journey towards continually building a diverse and inclusive workplace, where everyone’s contributions are valued, respected, and celebrated.

Employment with Softheon is at-will, which means either the employee or Softheon may terminate the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job description or in any document or statement shall be construed to constitute a guarantee of employment for a specified period of time.