Be an early applicantLess than 25 applicants

Company

Softheon · 9 hours ago

Client Operations Analyst

United States

Full-time

Remote

Entry Level

$50K/yr - $55K/yr

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Responsibilities

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.

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.

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.

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.

Analyze data and review reporting to identify trends and provide insights for process improvements.

Qualification

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Bilingual EnglishBilingual SpanishMicrosoft Office SuiteSQLCRM Software

Required

Bachelor's Degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or another related field.

Exceptional verbal and written communication skills, with the ability to create positive interactions with customers and internal stakeholders.

Strong analytical skills with the ability to interpret data and draw actionable insights.

Understanding of customer service principles.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); Excel experience required.

Ability to quickly learn new concepts and technologies.

Proficiency in handling client concerns over the phone, ensuring professionalism and composure in high-stress situations.

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.

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

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

This position involves extensive communication with clients from diverse backgrounds.

Preferred

Bilingual proficiency in English and Spanish strongly preferred.

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.

SQL experience and familiarity with CRM software are a plus.

Benefits

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