Customer Success Associate at Sana

At Sana, our mission is to make healthcare simple, affordable, and human. We recognize that navigating the U.S. healthcare system is often frustrating and costly, so we are building a better path forward. By integrating primary care through Sana Care and providing expert navigation, we ensure our members receive the right support at the right time. Since our founding in 2017, we have focused on empowering small and midsize businesses with intuitive tools and transparent health plans, and we are looking for dedicated people to help us reshape this industry from the inside out.

The role

We are seeking a Senior Customer Success Associate to join our team on a full-time, remote basis. This is a vital position for someone who thrives on delivering clarity and confidence to our partners. You will serve as a primary point of contact for brokers and administrators, ensuring that their experience with our health plans is seamless, efficient, and supportive.

Core responsibilities

• Provide expert administrative support to brokers and plan administrators via phone and email, helping them navigate our digital portals and resolve technical or legal inquiries.
• Manage the end-to-end resolution of complex issues, including billing discrepancies and coverage denials, while maintaining meticulous records of all interactions.
• Educate our partners on compliance requirements and contractual obligations, ensuring that all processes adhere to HIPAA standards and internal quality benchmarks.

Skills and experience

To succeed in this role, you should bring a blend of technical proficiency and a deep commitment to service excellence. We value candidates who possess the following qualifications:

• At least 2 years of experience in support-adjacent roles, ideally within the health insurance industry.
• Exceptional communication skills and the ability to manage time effectively in a fast-paced environment.
• Strong technical aptitude with modern web applications and a high degree of comfort working in a fully remote setting.
• A gritty, resilient mindset with an unparalleled attention to detail and a genuine curiosity for solving complex problems.
• Fluency in English is required, and bilingual skills in Spanish are considered a significant advantage.

Compensation and benefits

We are committed to supporting our team members both personally and professionally. Our benefits package is designed to provide security and flexibility, including:

• Comprehensive medical, dental, and vision insurance with 100% company-paid employee coverage.
• A 401(k) plan with company matching, plus access to HSA and FSA options.
• Financial security through life insurance and short-term or long-term disability coverage.
• Competitive stock options for all employees.
• A dedicated home office setup budget and an ongoing learning budget to support your professional growth.
• A flexible, remote-first work environment with a culture that encourages taking time off to recharge.

How to apply

If you are passionate about making healthcare more accessible and want to join a team that values transparency, ownership, and speed, we invite you to apply. Please submit your application through our portal, and we look forward to learning more about how your experience and mission-driven approach can help us build a better healthcare future.