Client Operations Analyst I

Summary: Softheon is a company focused on revolutionizing healthcare by simplifying the process of choosing health insurance. They are seeking a Client Operations Analyst to provide exceptional customer service, handle inquiries, and resolve issues while ensuring a positive experience for clients. Responsibilities: - 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 - 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 - 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 Required Qualifications: - Bachelor's Degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field - 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 - Candidate must reside in the Central or Eastern time zone and must be available to work ET hours (9-6 pm ET) - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); Excel experience required - Strong analytical skills with the ability to interpret data and draw actionable insights - Understanding of customer service principles - 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 - 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 Preferred Qualifications: - Prior internship or project experience in healthcare, technology, or client services is advantageous but not required - Previous work experience in billing or finance is preferred - Lean Six Sigma Yellow Belt certification preferred. Must be willing to complete certification within first 90 days of employment - SQL experience and familiarity with CRM software are a plus - Bilingual proficiency in English and Spanish strongly preferred Required Skills: Microsoft Excel, SQL, CRM software, Lean Six Sigma Yellow Belt certification, Bilingual English and Spanish Benefits: 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