Customer Success Associate, Sana Benefits
$26.44 an hour + stock options
Employee health benefits & insurance plans
Be an early applicant
Employee health benefits & insurance plans
201-500 employees
Be an early applicant
$26.44 an hour + stock options
201-500 employees
Company mission
To deliver better healthcare to small businesses through a seamless care experience and affordable benefits.
Role
Who you are
- 2 years+ of experience in work areas adjacent to support
- Strong time management and organizational skills
- Experience in health insurance or a related field preferred
- Comfortable with remote work and modern web applications
- Bilingual in Spanish and English is a plus
- Ability to handle stressful situations with patience and resilience
- Adaptable to changing policies, procedures, and technology
- Outstanding communication skills in-person, over the phone, in writing, via email, chat, carrier pigeon, etc
- Unparalleled attention to detail. You love getting into the weeds to get things done
- Gritty. You’re willing to jump into any of the team’s work and support. We’re a small team and sometimes when a few of us are out, we all need to help fill in for each other
- You are mission-driven. You care about making our healthcare system work better for people and business owners
- You ask questions from a place of genuine curiosity and humility
- You assume positive intent and meet your teammates with compassionate candor to solve problems together
- You remain flexible, resilient, and foster a culture of continuous learning even in the face of hardship
- You bring a bias for action paired with intelligent risk-taking
- You follow through on your commitments and foster trust with your colleagues
What the job involves
- We are looking for a Customer Success Tier I Associate to help deliver a seamless experience for brokers and admins. You'll be the voice of Sana - resolving issues, educating partners, and ensuring every detail behind the scenes runs smoothly
- Our Admin Support team makes healthcare easier by brining clarity, consistency, and care to every interaction. We believe great support isn't just about solving problems - it's about creating confidence
- Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email
- Assist with the administrative side of onboarding and system needs for new and renewing Sana plans
- Address and resolve complaints or problems, such as billing discrepancies and coverage denials
- Issue management and tracking updates on progress
- Excellent note taking and organization - Maintain detailed records of client interactions, inquiries, complaints, and resolutions
- Educate brokers and plan administrators on compliance requirements and contractual obligations of the plan sponsor
- Assist brokers and plan administrators with navigating their online portal, accessing digital resources, and resolving administrative, technical, and legal issues
- Ensure compliance with HIPAA policies regarding the protection of customer information
- Re-route tickets accordingly and collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues
- Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards
- Provide internal feedback on Product issues and safeguard the user experience
Our take
Health insurance benefits are essential for employers to remain competitive. But it can be difficult for small businesses to offer high-quality benefits at a reasonable rate, and without paying for things they don't need. Sana Benefits provides self-financed health insurance benefit plans which allow small businesses to pick and choose the services that they offer.
The company aims to provide options that are more affordable to small businesses than the insurance giants of the US. For example, Sana touts partnerships with Meditech startups such as Beam for dental coverage and Calm for mental wellness, and has intelligently partnered with small medical businesses and insurance startups.
Following investment from some top names in insurtech, the company has pursued expansion into new states and is set to be an industry leader. While the economic situation caused a round of layoffs early in 2023, Sana Benefits has remained positive - stating that by "re-orienting", it will be able to deliver on its mission well into the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2022
$60m
SERIES B
Oct 2021
$20m
SERIES A
Total funding: $106.8m
Company benefits
- Competitive salary and equity
- 100% remote
- Monthly stipend to work away from home
- Flexible PTO
- Medical, life, dental, and vision insurance
- 401(k)
- Paid maternity and parental leave
- Annual Learning Stipend
Company HQ
East Cesar Chavez, Austin, TX
Leadership
Will Young
(Co-Founder & CEO)Having worked in Motion Picture and Business Development, and with YouTube Content Partnerships, they took an MBA at Harvard Business School. They then spent 2 years as Director of Justworks before co-founding Sana in June 2017.
Nathan Hackley
(Co-Founder)They started their career at Dynosaur Creative, before working in Web Development for Rogue Fitness and Barrel. They left their position as Engineer at Justworks to co-found Sana with Will in 2017.
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