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. 

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. 

Additional Requirements: 

• This position involves extensive communication with clients from diverse backgrounds. Bilingual proficiency in English and Spanish is strongly preferred to support our multilingual client base effectively. 

• Availability for rotating weekend shifts as well as occasional holidays and overtime shifts required. 

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

You Have:  

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.  

• Previous work experience in billing or finance is preferred. 

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. 

• Bilingual proficiency in English and Spanish strongly preferred. 

• 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. 

Benefits

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;  

15 days to Discretionary PTO based on YOS 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.  

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 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.