Customer Success Associate at Sana

• 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.

• 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

• Remote company with a fully distributed team – no return-to-office mandates

• Flexible vacation policy (and a culture of using it)

• Medical, dental, and vision insurance with 100% company-paid employee coverage

• 401(k) with company match, FSA, and HSA plans

• Paid parental leave

• Short and long-term disability, as well as life insurance

• Competitive stock options are offered to all employees

• Transparent compensation & formal career development programs

• Paid one-month sabbatical after 5 years

• Stipends for setting up your home office and an ongoing learning budget

• Direct positive impact on members’ lives – wait until you see the positive feedback members share every day

Founded in 2017, Sana is a health plan solution built for small and midsize businesses — designed around our integrated primary care service, Sana Care. It’s the foundation of everything we build: ensuring members can easily access high-quality, affordable care while employers and brokers have the tools they need to manage company benefits with confidence.

We’ve been remote-first since day one, with a fully distributed team across the U.S. We value curiosity, ownership, and speed — and we build in the open, together. If you’re energized by solving complex, meaningful problems and want to help reshape how healthcare works from the inside out, we’d love to meet you.