Manager, Customer Support
Our health system is broken, and it’s a huge problem. Costs are rising out of control while the patient experience gets worse. At Sana, we're passionate about fixing this problem by bringing accessible and affordable health plans to small and medium businesses. We've built an innovative team with top talent from across the health insurance and tech industries to create engaging, modern plans for our clients. This allows our customers to offer competitive benefits packages while paying an average of 20% less than traditional plans.
We are looking for a hard-working, empathetic person to join our member advocacy team. We’re building a team of social workers, patient advocates, health coaches, nutritionists, and nurses to support our members in solving everyday problems.
We are building a distributed operations team and encourage all applicants to apply, regardless of location.
What you will do
- Lead a team of Member Advocates who provide accurate and understandable guidance to members and providers in the complex world of health insurance and employer benefits across multiple channels (phone, text, chat, and email).
- Consistently hold 1:1’s with Member Advocates on your team to provide coaching, give and receive feedback, build trust, and promote career development.
- Perform quality assessments on support interactions, and directly provide feedback to team members.
- Ensure that team and individual goals are met, including inbound support metrics and KPI’s.
- Handle ticket escalations from Member Advocates as they arise.
- Assist with ticket triaging, staffing assignments, and other workforce management tasks.
- Work with the administrative side of Zendesk, in order to manage the team groups, views, and other aspects of the team’s daily operations.
- Participate in the hiring process to continue growing the support team.
- Lead projects that contribute to the success of the support team.
About you
- Bachelor’s degree with 3 years of related experience in social work, patient advocacy, or health coaching preferred.
- Based in Austin, TX or experienced in remote work.
- Excellent communicator.
- Some knowledge of healthcare and/or insurance benefits preferred.
- Entrepreneurial. Self-directed. Excited to build something from scratch.
- Values-oriented. You care about making our healthcare system work better for people and business owners.
- Gritty. You aren’t worried about getting your hands dirty and working hard when you need to.
- Comfortable with change. We are a startup and need people who are ok doing things outside of their traditional job description.
- Comfortable with modern web applications. We are building all of our software in-house and you will be a key constituent in its development.
$80,000 - $95,000 a year
Our cash compensation amount for this role is targeted at $80,000 - 95,000 per year for all US-based remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.
About Sana
Sana is a modern health plan solution for small and medium businesses. We use a more efficient financing structure and integrated technology solutions to cut out wasteful spending and get members access to better quality care at lower cost. Founded in 2017, we are an experienced team of engineers, designers and health system operators. We have the financial backing of Silicon Valley venture firms and innovative reinsurance partners. If you are excited about building something new and being a part of fixing our broken healthcare system from the inside, please reach out!