Client Operations Analyst I

Job Title: Client Operations Analyst I 

Team: Operations 

Job Location: Remote 

About Us 

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 Company Culture 

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. 

About the Role 

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. 

Requirements

You Will: 

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. 

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