Client Operations Analyst

About us:

Softheon is a dynamic and forward-thinking Software as a Service (SaaS) organization that is dedicated to ensuring affordable, accessible, and plentiful healthcare for every American. We are a pioneering force in the healthcare technology industry, driven by our mission to empower individuals and organizations with innovative solutions that transform the healthcare landscape. Our commitment to improving healthcare access and delivery is unwavering, and we are looking for top-tier talent to join our journey and contribute to our vision. If you're seeking an environment where your contributions are impactful and deeply valued, don't just join a company with ambition. Align with a purpose backed by a committed company.

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 powering growth to make healthcare more productive, intelligent, and successful. Our Vision is Making healthcare affordable, accessible, and plentiful for every American.

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.

You will:

• Engage with clients and members over the phone and via email, maintaining a professional and courteous demeanor at all times.
• Act as first-level support and process customer complaints, requests, and information inquiries, ensuring timely and effective resolution.
• Present our organization in the best light possible, embodying our values of excellence and customer focus in every interaction.
• Adhere to Standard Operating Procedures (SOPs) while employing out-of-the-box thinking and creative problem-solving skills to resolve complex issues.
• Master Softheon products to understand and utilize proper escalation channels based on ticket requests.
• Collaborate in the creation and modification of documentation to ensure accurate and comprehensive process documentation.
• Manage all required "manual" queues as assigned or needed to ensure timely and efficient resolution of customer inquiries.

You have:

• Bachelor's Degree or higher in Communications, Business Administration, or another related field of study required.
• Entry-level position; no prior experience required. However, 0-2 years of work experience or experience in billing or finance is preferred.
• Healthcare or service industry experience is a plus.
• Excel experience required; SQL experience is a plus.
• Exceptional verbal and written communication skills, with the ability to create positive interactions with customers.
• Comfortable and proficient in handling client concerns over the phone, ensuring a high level of customer satisfaction and composure in high-stress situations.
• Strong commitment to providing exceptional service and support to clients, ensuring their needs are met with professionalism and care.
• Demonstrated ability to quickly learn new concepts and technologies, and effectively tackle challenges with a positive attitude.
• Ability to work in an agile work environment and adapt to change.
• Excellent problem-solving and organization skills.
• Availability for rotating weekend shifts as well as occasional holidays and overtime shifts required.
• ET working hours required (9am-6pm ET).

What we offer:

Salary - $50,000-$55,000

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

Opportunity to work on cutting-edge cloud-based healthcare solutions; 

Work from your home company with a one-time home office stipend; 

Excellent 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; 

Accrue PTO monthly, based upon YOS; Discretionary at year 3 plus 9 additional holidays; 

Referral bonuses, discretionary bonus program, spot bonuses and professional development opportunities; 

An opportunity for you to be part of a team committed to improving healthcare access and affordability by leveraging innovative technology solutions; 

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

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 affordable, accessible, and abundant for all. 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.